Phil Zeltman, DVM, shares 10 common reasons clients decline treatment for their animals and how to avoid the situation. Confidence and the development of trust is critical to handling most situations he says.
Ultimately, our job is not to convince a client to do the right thing. We are not in the arm-twisting business. All we can do is educate them objectively, be their pet’s best advocate, show them the value in what we have to offer and let them decide for themselves.” – Phil Zeltman, DVM, DACVS, CVJ, Fear Free Certified
Source: Veterinary Practice News, December 2020. Link. Trust is the currency of veterinary medicine. Clients need to trust the DVM and the veterinary team. Clients willing to trust are clients willing to treat.
INSIGHTS: Zeltman discusses the dynamics of second opinions. Asking one of the other veterinarians to review the case is a helpful method of avoiding outside second opinions or exposing the more pertinent objection.
Did you notice how often Zeltman uses sales terminology? He includes: building rapport, demonstrate value, positioning the plan, explain the process from paperwork versus handing it to client, addressing fear, identifying consequences, letting the client choose.