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Now
Hear This! Back in 1999, I asked viewers what they thought of their vets -- why they go to their vet, what makes their vet stand out in the crowd. We had some great responses in both Part I, Part II and Part III of the article. This time, we have comments from veterinary staff -- what they think about clients. FROM VETERINARY STAFF: What are some of
the characteristics of your favorite clients? What do they say/do that
make them stand out? "'I feel the
characteristics of a memorable client include: they have the ultimate
interest of their pets at heart, with realistic understanding of the costs
involved, they are on time for appointments, they don't try to cover 15
ailments plus a sister's dog's problems in a 15 minute consult, they have
a sense of humour, they bring food & treats for the staff, they are upfront
about being confused or unhappy, they meet financial commitments, and
most importantly, they present with an animal that can be approached for
treatment." "Clients who
are too needy while not understanding limitations of veterinary medicine.
Expectations of "miracle working" may indeed be something staff should
spend more time combating. Also, clients who are more concerned with expense
than the necessity of the procedure." What type of client
causes the most stress for the veterinary staff? "By far and away
I have the most difficulty with clients who want to diagnose their own
pets. They read online, in a book, heard from a neighbor's friend, etc.
If you don't want a professional opinion don't ask us. This may sound
cynical. I don't want it too. There is a vast difference between questioning
your vet so that you understand what is going on and telling them what
they should do because you know better. One of my biggest pet peeves is
the wealth of misinformation that people will believe as gospel because
they read it on a forum posting..." What ways have
you found really work for getting a message across to a client (educational
materials in the office, videos, etc.)? "The most effective
in my opinion is the doctor; when they really listen to the client and
carefully explain everything and make sure the client understands. I think
it also makes an impression when the receptionist checking them out looks
at the file and reinforces what the doctor has said.." "We have pamphlets
etc., but I find that drawing diagrams for people can really help especially
those who have difficulty understanding." "We use educational
hand outs but you need to be very blunt about pointing out to people to
read all the discharge instructions / information. Posters in the waiting
area about new products and treatments also seem to work well." How much "hands
on" help and observations do you allow your clients when working on their
pet? "We do not allow
any hands on help. PLIT [Professional
Liability Insurance Trust] strongly suggests not to allow clients
to restrain their own pets during any procedure no matter how simple.
Owners bit by their own pets is a huge cause of liability cases for private
practice. We simply tell owners "Oh they have insurance for us but not
for you" Most laugh and understand." "As much as they
are comfortable with. There are some owners who can't stand the sight
of their animal getting shots, while others help hold the animal or roll
veins when necessary. We encourage pet owners to learn how to do some
of the easier things themselves (anal glands and nail trim)." "We find that
with a lot of procedures, blood tests and euths especially, it is easier
on the animal and the client if they aren't there, but if they do stay
then we usually ask them to stay at the animal's head and talk to the
pet. "
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