tip: BUILDING CLIENT RELATIONSHIPS

Pet owners want a strong relationship with their veterinarian. To clients, the word “relationship” signals that the veterinarian is trustworthy, will make their pet feel comfortable, and goes out of the way to provide personalized service.

Language to use

“You can ask your veterinarian about anything related to your pet’s health and welfare.”

Why it works

Lets pet owners know the veterinarian is available for anything they need—and on their terms.

“Whether it’s over a quick phone call, email, text message or in a routine check-up, you can always turn to your veterinarian.”

Shows the relationship can extend beyond the physical bounds of the office and makes veterinary care feel more accessible.

“Your veterinarian can provide personalized recommendations for anything related to your pet’s care—from vaccines and medications to nutrition and behavior.”

Fortifies the notion that once a relationship is established, a veterinarian can provide personalized recommendations related to many different aspects of a pet’s care.

Language that works

What’s the most resonant way to break down the cost barriers associated with veterinary care? How do we empower pet owners to have conversations with the veterinarian about cost of care, and explore flexible treatment and payment options?

Address the elephant in the room head-on: cost

Across the board, pet owners value their veterinarian’s expertise, and they appreciate all we do for their pets. But what can chip away at the veterinarian-client relationship is if they feel surprised or confused about what they’re paying for.

Pet owners’ first association with veterinary care is money, and they want their veterinarian to have more proactive conversations with them around cost. They appreciate when their veterinarian demonstrates understanding about cost of care and even voices a desire to help make veterinary care more affordable.

Say this:

How do you pay for veterinary services?