One of the most important factors of a successful veterinary clinic is the clients. They are the ones who bring revenue and keep the clinic open and thriving. In order to keep the client combing back, creating a good foundation for communication is vital. Being able to speak to the client professionally and knowledgeably will keep business coming. Even though communication may not have been taught as extensively as medical information, it is arguably what keeps clients from either staying or leaving. In fact, “the average business loses up to 20 percent of customers annually by failing to take care of customer relationships” (Paul 2). “Enter every client interaction with the idea of first answering the question, ‘What does this problem mean to the …show more content…
Being able to understand their emotions and troubles will help decide the next steps to take with the animal and/or client. However, make sure to “show that you empathize or the client won’t know you understand” (Garrett 2). Showing emotion and concern for the client’s personal feelings toward the issue shows them that their pet is in good hands. Non-verbal communication can show perhaps more of what the client is feeling than what they are saying. “…facial expressions, nodding, making eye contact, leaning in toward the client…” are all ways to show ways of care towards the client without even saying word (Garrett 2). Clients may avoid eye contact, change their body language, or change their facial expression depending on the conversation. Understanding how they appear in the room can help plan what to say next. Another way to reach a decision with the client is to ask open-ended questions. “Asking open-ended questions can help you obtain an accurate history and ensure that discussions about diagnostics and treatment options are successful” (Garrett 2). This forces the client to go into a little more detail about the situation with their animal. Beginning questions with “when, is, did, who, and where” allow for