Practice Matters 44
Are your Clients Compliant?
C
hunk training asks... What factors convince clients to do as you ask: to comply with your treatment recommendations, to pay their bills promptly, or
even to become clients in the first place? We easily get bogged down in the detailed answers to these questions, but let’s stick with the
broader picture for now: Clients will work with you if they like you, they trust you and they believe you. Similarly they have to like, trust and believe the practice as a whole. Like: how do we have to behave in order to be liked? Obviously, smiles, openness and genuine expressions of interest and compassion are a good start. If all clients are treated in the same way by all staff, then the business will be ‘liked’ as much as the individual staff. Trust is easily lost and very, very hard to win back. After a car accident, for example, many of us find it very difficult to get back behind the wheel. After eating a bad piece of meat, we instinctively shun that meat for a long while. On a smaller scale, if one member of staff gives a client an uncomfortable experience – for example failing to listen, or expressing open disagreement, the whole business will be tarnished. Belief occurs when information we are being given fits with
our own experience, is delivered with sincerity, and is repeated from different sources. Consistency can only be achieved by great teamwork! The whole team must project the same character and business ethic, with sincerity. The whole team must be trained on how to handle those little items that are so important, particularly dealing with debt prevention, bereavement and complaints. All staff a client speaks to must reinforce the information given by other staff – for example regarding payment, insurance, dietary advice as often as possible. The whole team must give the same consistent answers to basic client questions. For further information t +44 (0)1934 235850 e hello@chunktraining.co.uk w www.chunktraining.co.uk
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VOLUME 3 ISSUE 2
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Veterinary Expert & Writer - Paul Manktelow
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18/09/2014 11:01