Commentary
People ultimately do business with people they trust and respect. It is not a new phenomenon but requires exerting intentional effort. Clients want a practice team who treats them and their pets as individuals and then works to establish a services relationship.
Last August, when sharing an article by Wendy Hauser, DVM, I asserted the priority of engaging people first, then patients should probably be called CVRP rather than VCPR <Link>.
In the article below, Stacee Santi, DVM, addresses the challenge of getting clients to follow through, asserting the importance of grasping the five-part compliance life cycle. Each of the five parts is client-facing and most effective when presented consistently by each staff member.
Source: Today’s Veterinary Business, August/September 2024. Link. The five-parts of the compliance life cycle are: 1) understanding; 2) convenience; 3) money; 4) remembering; and 5) reinforcing.
Working 10 hours a day to help people take the best care of their pets but not moving the needle much is not fun.”
INSIGHTS: Santi shares an estimated 65 percent of people are visual learners. She also references the benefits of supporting technology. However, when dealing with clients, eye contact is absolutely critical to get the relationship moving positively and ensure clients feel acknowledged and seen.