THERE'S A GREAT quote that applies both to my aim to write a thought-provoking article and the broader context in which it was commissioned: "Ten per cent of conflict is due to difference in opinion; 90 percent is due to the wrong tone of voice."This is crucial, because it seems to me a huge disconnect exists between how we, as vets, view our clients' needs and how our clients view our approach to meeting them. So many times, in the consult room and on social media, the words we use and the waywe usethem demonstrate frustration, disdain and intolerance of our paying customers' needs.
展开▼
