About the Author
Talk the Talk columnist Dr. Amanda L. Donnelly is a speaker, business consultant and second-generation veterinarian. She combines her practice experience and business expertise to help veterinarians communicate better with their teams and clients. She is the author of “Leading and Managing Veterinary Teams: The Definitive Guide to Veterinary Practice Management.” Learn more at amandadonnellydvm.com
Written By This Author
Client CommunicationEmpathy and transparency are paramount in any conversation about troubling matters involving a patient.
Client CommunicationYou’re more likely to defuse a situation if you understand why clients become irritated.
Practice ManagementYou can train your staff to be more positive during client interaction. Unfortunately, with some, it might take extra work.
Cats and their owners often don’t get the attention they merit.
Client CommunicationPractice leaders should identify the shortcomings and work with the entire team to turn things around.
Managing difficult conversations gets easier if you substitute defensive responses with empathy and nonjudgmental statements.
To get more clients on board with year-round flea and tick preventives, capture their attention in meaningful ways.
A client’s simple “yes” and “no” responses often won’t get the job done if you aim to improve loyalty and compliance.