Bite into veterinary tooth talks
Tired of clients ignoring your dental recommendations? Consider these tips from Brian Conrad, CVPM, the practice manager at Meadow Hills Veterinary Center in Kennewick, Wash., to turn a "no" or "maybe later" into a "yes."
Another key to empowering clients is supporting their decisions, Conrad says. For example, if they refuse dental care because of the cost, you might say, "Mrs. Jones, it sounds like dental care isn't an option today. I know Dr. Cares believes it's important for Fluffy to receive this care. Can I check back with you in a few months and see if it's a better time for you?" This also offers the opportunity to broach services such as third-party payment plans. Remember, you must walk a fine line between creating a sense of urgency for the care you recommend and supporting clients' right to make decisions for their pets.
If you're conducting after-care surveys, you can also use this opportunity to educate clients. For example, your survey might include a note that says, "During your pet's wellness exam, Dr. Cares examined your pet's teeth. If you'd like to learn more about dental disease, watch this 30-second video clip." The clip can link to your website, where you can feature your dental services, dental diets, and more.
"This sounds like a lot of work, but our dental procedure costs at least $300," Conrad says. "So taking two minutes to remind clients about the care pets need is worthwhile."