5 Fishy phrases that isolate clients
What you say—and what clients hear—may be worlds apart. When you're fishing for the right words to satisfy clients' questions, avoid these most misunderstood answers.
Jan 01, 2007
THE QUESTION: "Can you fax Pippin's prescription to an Internet pharmacy?"
WHAT CLIENTS HEAR: "I'm too busy (or lazy) to help you out. Besides, if I fax Pippin's prescription my practice won't be able to charge you a premium fee and make lots of money on Pippin's heartworm preventive."
THE QUESTION: "Fido is vomiting, and I want Dr. Care to look at him. You'll still be there in 15 minutes, right?"
Your clients often feel attached to your practice. And that's a reason to celebrate. It also means that when an emergency arises, they want to see your team, and not some unfamiliar faces at an emergency hospital. But your practice may not be equipped for the emergency. Or the pet may need extensive testing or overnight care that the emergency hospital is more prepared to provide.
WHAT YOU SAY: "I'm sorry, we can't see Fido. You'll have to take him to the emergency hospital for immediate care."
WHAT CLIENTS HEAR: "We can't see Fido because it's after 5 p.m. and we're already halfway out the door. We don't care enough about you or your pet to stay longer."