Veterinary receptionists: Keep client minds on science
Fetch dvm360 conference speaker Richard Gerhold, DVM, MS, PhD, says search results and social media can lead pet owners to bad places when it comes to parasite control. So by the time clients contact your clinic about it, you often find yourself untangling another complicated “Dr. Google & Co. strike again” case.
"Given how much misinformation is available to clients these days, it's easy to go down rabbit holes that can lead [them] to wrong answers," he says.
That’s why Dr. Gerhold has faith in the front desk. He says receptionists—as the primary conduits between the practice and the public (via the lobby or telephone)—have an excellent opportunity to turn the conversation away from hype or horror and toward the facts and the people who have them (i.e. your clinic’s veterinary professionals).
Watch the video to hear more from Dr. Gerhold on how receptionists are perfectly poised to urge clients to pursue evidence over emotion.
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