|
HOW:
Take a careful look at client contact points and messages
that are being conveyed. Follow these steps to make sure
that the messages you’re sending to clients are clear,
concise and help build confidence in the practice!
1. Review
existing written protocols for veterinarians and staff.
Look for areas that may need to be strengthened to
insure that clients are communicated
with openly and
consistently based on the pet's diagnosis and
recommended care.
2. Take a
good hard look at client communication.
Have someone review discharge
instructions, exam reports, medication schedules and
other
client documents. Make sure they readable,
definitive and leave little room for client
concerns or
questions.
3. Talk to
your receptionist about client questions.
Have a conversation with your receptionist(s) to find
out what types of questions clients are
mostly likely to
have. Have the receptionist start documenting the nature
of incoming client
questions if you are not doing this
already.
4. Ask
clients what the practice can do better.
Talk directly to clients to find out what the practice
could be doing better to communicate pet
home care,
alternatives for care, test results, prognosis, etc. Not
only will clients appreciate
the attention, but you’ll
learn how well you are communicating from their
perspective!
|
