DEAR TONGUE TIED:
Simple messages are best in these tough situations. Try writing something along the lines of: We're so sorry for your loss and our thoughts are with you and your family. —Love from the staff of ABC Animal Hospital
Of course, there's no right or wrong message, but if you ramble on and on, your note is bound to sound too sugary and insincere.
One way to illustrate your genuine care: Be sure to get all team members to sign their names in the card. The fact that you're
remembering their pet will hopefully bring peace to clients. Keep in mind that it's truly the gesture that matters more than
the words. —SHAWN
Shawn McVey, MA, MSW, is a member of the Firstline and Veterinary Economics editorial advisory boards and is CEO of McVey Management Solutions in Chicago. See McVey live during his Power Hour "Muscle
up and achieve more with stronger personal leadership" at CVC in San Diego on Oct. 29, 2011. Visit http://thecvc.com/ to register today.