PRACTICE MANAGEMENT
5
Ways to Ruin a
New Puppy or Kitten Visit
Oriana D. Scislowicz, BS, LVT
Don't deny the gift of a lifetime of care in your veterinary practice by making
these common mistakes.
The moment a new kitten or puppy owner walks
through your clinic door, you've been gifted a golden opportunity. Similar to choosing healthcare for our
human loved ones, owners want to find topnotch
care for their pets. Their first visit is a chance to sell
your services and your practice. But without the right
preparation, you and your team members can slam
the door on future visits from your new client. Consider these five ways you can flub clients' first experience at your practice:
1
...Assume what clients can and can’t spend
You’re not your clients’ personal accountant,
so don’t play one. It’s not for you to decide who appears to have the funds to cover every possible pre-
vet360
Issue 06 | DECEMBER 2016 | 4
ventive measure for a pet and to try to anticipate who
will—or should—hold off. Often when we make these
assumptions, they're inaccurate, and it offends our
clients. It’s our responsibility to provide the treatment
and preventive care options—from conservative to all
the bells and whistles—and allow our clients to make
those decisions.
2
...Don't value a low-stress experience
There's nothing more upsetting for a pet owner, especially someone new to pet ownership,
than seeing their companion in distress. Our team
looks more professional and caring when we take an
extra few minutes to get to know our patients and
move slowly with them. Always prioritise a patient’s
needs over the task at hand.