Clients nibbling away at your good mood?
Compassion starts with kindness and good listening skills, and it's a critical component to build stronger relationships with pet owners. Consider these activities for your next team meeting to cultivate a compassionate team attitude toward clients:
> Discuss how you treat clients at your practice.
> Practice dialogues to understand how you sound when you talk to clients. Find a list of sample scripts to improve client communication at http://dvm360.com/samplescripts.
> Discuss how to welcome clients to your practice. When clients walk through the door, you should make eye contact, stand up and greet them with a smile—even if you're with another client. Then say, "Let me finish helping this client and I'll be right with you."
> Practice activities to promote good listening skills. Start by rehearsing the listening skills at http://dvm360.com/crankyclients.
Check your ENVIRONMENT
Moods are contagious, and if you're grumpy from an uncomfortable call with Mrs. Demanding, other clients may pick up on it—and reflect that bad mood right back at you.