Page 22 - Client Coordinator

3007 – Client Compliance Tips (CAT)
Results Statement:
Primary Responsible Position:
Participating Positions:
Overview:
To help assure the health of pets by HELPING clients to make
informed decision and steps for their own pets. When
compliance is high the client saves time and money. The pet is
healthier. We get to do more of what we love and be financially
rewarded.
Associate Vet
Technician and Client Coordinator
Unless certain steps are taken to allow the client to get a full
UNDERSTANDING of what we recommend and how it HELPS
THEM they will often decline. This way of helping clients has
proven to be the most effective and efficient.
If, at any time during the process, the owner accepts and says
yes (make sure they know the cost before) to our
recommendations there is no need to go further with
explanations. This often happens with clients that already trust
us. If you continue to talk about it will likely get more confusing
and waste their time.
If a client LIKES you, they are more likely to listen. They will
know you like them by first listening and understanding them.
Use empathy (Feel, Felt, Found) BEFORE education.
We are selling the invisible. Always use demonstration pieces
(pictures, models, results, etc). When a client can see what they
are paying for, it is easier to understand how valuable it is.
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