Of all the actions that take place in exam rooms, presenting products often frustrates clinic team members. Bash Halow, LVT, CVPM, emphasizes that recommendations shouldn’t be the first things and to pay attention to body language.
Source: Veterinary Economics, January 16, 2019. Link. Halow shares a comment from one of his sessions where an attendee told the class how she does it.
“I listen and I tell them that I care about what’s going on. And then I make a recommendation.’’
INSIGHTS: Consider using this video to start a discussion with practice team members. The points made are a good beginning for how products are presented to clients. Whether in a practice or in the aisle of a retailer, engaging an animal owner in the decision making is critical to getting to yes.