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Asking clients to spend money when they are concerned or distressed about their pet’s well-being may seem insensitive. But it doesn’t have to be this way!
I genuinely believe that if we recommend treatments that are in the best interests of our patients, then our passion and authenticity will shine through. By demonstrating care, empathy, and flexibility, we will not only maintain our trusted client relationships but also strengthen them.
We may not always gain commitment for all of our recommendations, but being able to meet the client halfway is preferable to having them walk away feeling pressured or guilty or even going elsewhere. When a client says “no” the first time it may simply be that they need more information before they commit.
Authenticity comes from that part inside of you that genuinely cares about patient advocacy. It’s what made you want to become a veterinarian or a nurse in the first place, right?
How often have you been asked, “What would you do if it was your pet?”
We can’t tell them what to do, but having all of the facts helps clients to make informed decisions. I recently had to make some end-of-life decisions for my 14-year-old cattle dog, Ollie. The veterinarian gave me the science behind her findings, but she also gave me her honest opinion. I will be forever grateful for that advice.
Have a plan B, or provide best-case and worst-case scenarios.
Starting a course of treatment, evaluating progress and communicating with your client along the way will help to gain trust. People feel more in control when they have choices.
Doing something for the patient is better than doing nothing at all.
Some of the most common objections I hear include:
“I can’t afford that”
“It’s just old age”
“I have to talk to my partner”
“I will brush my dog’s teeth at home”
These responses don’t always mean no. They often request more information, or the client asks how we can solve a problem. If we don’t offer solutions and alternatives, then we are doing the client and the patient a disservice.
Let the client know that it’s ok to feel this way and that lots of other pet owners have the same concerns.
Next time you hear one of these common objections, try these responses:
“I can’t afford that”That’s ok. Beyond the initial consult fee, we won’t add on any charges without your approval. We’ll provide a printed estimate for Fluffy’s treatment recommendations, which you can take home and consider with your family. We also have payment plans available. Would that help?
A lot of pet owners think that. It’s true that you may see changes in your pet’s physical health and behaviour as they get older. However old age is not a disease in itself. Many conditions can be treated and we can help to minimise pain and discomfort for your pet.
That’s fine – we understand if you’d like to talk it over with your family. It’s a big decision. I will email you some information that you can look over together and then call us if you have any questions.
It’s great that you are taking the time to keep Fluffy’s teeth clean with brushing. It’s not always easy to do! Brushing will help to prevent future build-up of plaque and tartar, however Fluffy now has quite severe dental disease and he may require extractions. The only way to see what is really going on is to do a full examination and dental x-ray under anaesthetic.
Nobody likes to be pressured into a decision, and of course, we don’t want to come across like a pushy used car salesperson!
If we have given them all the information they need to make an informed decision, then it’s okay to let them go. Offer to follow up with a phone call or email later to see if they have any questions or if they would like to proceed with a booking.
Asking clients for money doesn’t come naturally when our primary role is that of a caregiver.
Hearing “no” can feel like a personal rejection. However, if we stop at the first objection, then our client may walk away with unanswered questions, and the patient is subsequently denied treatment.
Be your true, authentic self. Your conversations will feel more natural, and your clients will see you as a genuine, trusted adviser who is willing to take the time to explain options and provide solutions. Every “no” brings you closer to a “yes”.
This post was originally published on the Waggy Dog Blog and has been reproduced with full permission.
Donna has over 15 years of sales and marketing experience in the veterinary and pet care sectors. As a previous wholesale rep in the veterinary industry, she understands the challenges faced by veterinarians wanting to not only attract new customers in a highly competitive market but to keep them coming back. She has also recruited, trained and coached teams in the corporate, retail, fundraising and veterinary sectors for over 30 years. Her knowledge of veterinary practice marketing and the local landscape enables her to deliver successful marketing strategies and content that keep pet owners engaged and loyal to your practice. Donna’s mission is to help veterinarians grow their practices and to facilitate easy access to quality, affordable health care for pet owners.
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Why is it so challenging to achieve veterinary client compliance with our tooth-brushing recommendations? Improving client acceptance and compliance with recommendations to brush their pet’s teeth is a challenge faced by many general practitioners, veterinary nurses,...
