Just like any other medical profession, veterinary practice requires proper communication. Take note that the way you speak to your clients reflects the image of your clinic. Take the time to train your staff as well to improve their communication skills. This will not only boost client satisfaction; it can also ensure customer compliance.
To help you get started, here are some of the key factors you should observe to practice proper communication in your clinic:
Greeting your client by name
This is the most basic, but many people still forget about this. Greeting your clients and the pets by names will make them feel more welcomed. Knowing your clients and their pets’ names only shows how much you value them. So, make sure your staff takes the time to get to know every client who enters the clinic. This is a good way to build trust and confidence from your clients.
Giving them clarity
Don’t just give plain instructions. Make sure they understand every step or recommendation you provided. Whether it’s a monthly treatment, returning for follow-up fecal test, or a decision to go forward with surgery, it is important to give them clarity. Do not wait for them to ask questions. Tell them directly and professionally why these things are important for their pets.
Sending documents and items professionally
In case you need to send test results, invitations, documents, and other items, be sure to do it professionally. Use appropriate mailing labels for veterinarians. Adding your clinic’s logo or your signature is also ideal. This is to guarantee that the documents or other items came from your office.
Giving follow-up calls
It’s advisable for any pet clinic to make follow-up calls the day after the clients’ visit. Remind them of their pet’s medication and their next appointment schedule. Make sure your receptionist prioritizes this daily task and reports to you.
Proper communication is all about listening and understanding. Use open-ended questions, and listen to their concerns. Always put yourself in their position to make them feel valued.