Beckie Mossor, RVT, shares the attitudes necessary to interact with animal owners who have disabilities. The way pet owners are treated at the practice or at a retail facility directly affects their understanding, compliance and overall satisfaction with their pet’s care. It affects customer retention as well.
Source: Veterinary Team Brief, June 2018, page 29. Link.
Terminology that avoids labels can help prevent miscommunication and hurt feelings and can build social empathy. Ensure you are always putting the person before the disability.
INSIGHTS: This is good information for practices and retailers alike. The notes on the client experience are good counsel. This is a good topic for practice managers, senior veterinary nurses or retail associates to bring to team meetings as a discussion item.