Image of '

Amanda Donnelly, DVM, MBA

Column: Talk the Talk

Amanda Donnelly, DVM, MBA, owns a Florida-based veterinary consulting firm.

Amanda Donnelly, DVM, MBA, owns a Florida-based veterinary consulting firm.

Talk the Talk

The calm after the storm

Soothe angry pet owners and raise the level of service by training the team to listen carefully and respond the right way.

When faced with an angry client, veterinary team members tend to have two default responses: They either become defensive or suffer in silence. Unfortunately, neither response makes an unhappy client feel any better. While no one likes to be confronted by a livid pet owner, team members who are trained to respond with compassion will […]

Talk the Talk

Ask the right questions at the right time

Getting to know a pet owner on a more personal level can build trust.

Imagine a 12-year-old pet diagnosed with an operable brain tumor. Most clients would struggle to decide whether to proceed with surgery. Now imagine having to make this decision twice. I know how hard these decisions are because I was that client in 2013. My beloved Papillon, Chloe, came through her first craniotomy with no complications. […]

MENU