You know what it takes to keep pets healthy: wellness screenings, good nutrition, parasite prevention, and dental care, to
name a few. As pets move further into the family circle, it seems kind of amazing that clients object to your recommendations.
Just remember your goal: to thoroughly educate clients and teach them how to keep their pets healthy and happy. Let's take
a look at three compliance barriers and some practical solutions to get your team on the same page and overcome clients' objections.
Barrier No. 1:
Clients don't feel heard.
Here's a simple fact: Clients are more likely to listen to you if they feel like you're listening to them. When you hear and
address their concerns, you show you're sincere, and most clients are willing to accept your recommendations. Using phrases
such as "I understand" and "I remember when I went through this with my pet" will help wipe out clients' objections.
What is your role?
Remember, you're often the liaison between the client and doctor. If you can gauge clients' intentions and communicate their
plans, you can help the doctor hone in on clients' concerns, discover their interest in treating the problem, and uncover
any financial limitations. An important note: You don't want to use this information to judge your clients or determine what
level of care you'll recommend. But it may help you communicate more effectively if you know Mrs. Smith is very concerned
about her dog Dash and she has another appointment she can't miss in half an hour.
Barrier No. 2:
Money, money, money
Food, transportation, shelter, healthcare—with so many expenses on their plates it's no wonder some clients flinch when it's
time to talk money. But if you educate clients about the value of your care and services, they're less likely to resist your
Next, remove some of the stumbling blocks by offering clients options to help them pay. Make sure you're accepting cash, all
major credit cards, and third-party payment plans. You may also recommend pet insurance, especially for kittens and puppies,
before major medical problems arise. For an interactive look at six of the most popular payment methods, click here.
Finally, remember that there will be some clients who just can't afford to pay. When the unexpected happens, doctors may be
inclined to offer free services. To keep doctors from giving away too much, plan ahead by establishing an annual charity account.
For example, each doctor may receive an annual charity account allowance of $1,000 to help clients in need. You can easily
track the doctor's charity account with your practice's software. This way, doctors can donate a specified amount—$50, for
example—without giving away the world. Click here for more ways to help pet owners provide care.