The smooth consultation (Part 3)

This last section focuses on the importance of teaching. It also explains how the perfect consultation should be structured, outlining three different stages. Lastly, we look at difficult situations veterinary practitioners may find themselves in, as well as the best way to deal with emotional blackmail.

Explaining & engaging

For a successful consultation, a warm-up, a good relationship, the right questions and answers, listening and feedback are immensely important. It also matters if and how the veterinarian succeeds in explaining his findings and therapy so that the client understands and provides consent.

The “icing on the cake” is when the client is involved in making decisions because they are his and not just the veterinarian’s. This makes the client feel committed to actively participating in the pet’s treatment – both issues being the basic prerequisite for adherence and client loyalty par excellence, something that every veterinarian and every service provider wishes.

Vet practitioners who consciously work on their communication style gain even more than compliance and client loyalty (which is already a great deal), they experience significantly less stress, happier clients and a better overall atmosphere in the workplace! By actively engaging in good and clear communication they achieve the best prophylaxis (prevention) of misunderstandings and stress and the best path to a positive and good client relationship.

How does that work and what needs to be done? How do you deal positively with odd or provocative clients? Let’s first look at the building blocks of an ideal consultation where the veterinarian:

• leads the client through the consultation like a guide;
• makes his actions consistently transparent;
• explains his findings in client language;
• obtains feedback time and again on whether the client has understood him and his opinions on the recommendations;
• helps clients make decisions, wherever possible, i.e., gives him options with clear recommendations that are discussed and decided together; and
• asks the client about his needs:
  • in general as an introduction to the consultation (see “Questions & Answers” in the chapter “The smooth consultation” part 2)
  • to offer therapy & diagnostics so that the client does not feel overwhelmed
  • to integrate therapy as optimally as possible in the everyday life of the client and his pet [...]