Naomi Strollo, RVT, addresses money in the veterinary hospital. She says it is important to lead with medicine and then empower your client service representative to manage some cost conversations. She offers some tips for these conversations, including emergencies:
- Explain what you want to do.
- Don’t assume price is the problem.
- Focus on consent, not cost.
- Offer options.
In emergency situations:
- Start first, talk later.
- Have time to talk now? Do some listening.
- Consenting with emotion.
- Manage emotions first, up-front fee second.
- When “no” is the answer to financial consent—dig deeper.
Source: FIRSTLINE, June 5, 2018. Link.
Team members should be trained to handle difficult cost conversations and financial consents, and they must learn how to talk to pet owners. Showing care and compassion even on the way out can change how we’re perceived that day and into the future.
INSIGHTS: Attention key account managers! This is a topic you can help with in your key veterinary accounts. Use this article to help start a conversation with practice owners and practice managers. As a sales person, you could provide a key role to help your practices move toward Strollo’s concepts effectively and confidently.