TALKING TO CLIENTS ABOUT MONEY

摘要

Do any of the above questions and comments sound familiar? While many veterinarians may share that their reasons for entering the profession had little to do with an interest in the business aspect of practice and much to do with love of animals and medicine, the reality is that conversations about money are integral to patient care, client satisfaction, and practice success. These conversations require direct and honest dialogue with clients. This dialogue relies upon a foundation of trust and openness whereby clients feel comfortable enough to discuss treatment options that meet their needs and preferences with a clear understanding of the resources required. While the onus is on the client to share this information, the environment set within thepractice will encourage or discourage such open discussions. By and large, veterinarians want their clients to leave their practice satisfied. Satisfied clients don't have to be replaced. Listening carefully to what clients say or don't say is importantin the data-gathering phase when collaborating with clients about decision making. Client resources and/or values and preferences factor into this decision-making process, and yet how these issues are discussed can make or break the veterinarian-clientrelationship.