When you put people into decision-making mode they are being influenced by logic and emotion. Additionally, the bigger the decision, the more emotion influences the final outcome. So, very often your technical competence as a DVM or vet tech will work against you when dealing with increasing customer compliance.
Source: Business Insider, January 16, 2016.
If someone you’re trying to influence doesn’t trust you, you’re not going to get very far; in fact, you might even elicit suspicion because you come across as manipulative. A warm, trustworthy person who is also strong elicits admiration, but only after you’ve established trust does your strength become a gift rather than a threat.
INSIGHTS: Trust is built by the way you acknowledge your customers throughout their visits. Do you give them 100 percent attention when they are speaking? Do you prove you understand their message? Do you acknowledge respect for their point of view even when you disagree? You must give respect to get it. This builds trust.