Talking to Clients about Money: Simple exercises can help staff address money concerns

摘要

In today's brutal economy, clients are more concerned than ever about the cost of veterinary care. Even so, Carin Smith, DVM, cautions in her book, Team Satisfaction Pays, to avoid saying, "I know that's a lot of money." "Instead, you should acknowledge their reaction and separate your feelings from theirs," she says. "Say something like, 'Yes, this extensive work costs money. What questions do you have about my recommendations?' "Let your team know that, as professionals, they do not have the luxuryof sharing all their feelings, all the time. Each team member has a different concept of 'a lot of money,' which may affect the way they perceive your clinic's prices or the way they talk to clients.