32 Today's Veterinary Business Communication
For veterinary teams, asking
questions is a valuable communica-
tion skill. It increases trust with pet
owners and in turn builds stronger
client relationships.
The secret is to train team
members to ask questions and
know which ones to ask during
different client interactions.
Initial training should include
teaching the difference be-
tween a closed-ended question
and an open-ended question.
Closed-ended questions can be
answered with a "no" or "yes" or a
single word. Open-ended ques-
tions invite an expanded response
and tend to be a more effective
way to build rapport and trust.
Everyone on the team can
help build trust if they ask the
right questions at the right time.
Here are four scenarios in which
questions can improve client
Imagine a 12-year-old pet diagnosed with an operable brain tumor. Most clients would struggle to decide
whether to proceed with surgery. Now imagine having to make this decision twice.
I know how hard these decisions are because I was that client in 2013. My beloved Papillon, Chloe, came
through her first craniotomy with no complications. But 19 months later, the seizures recurred despite the use of
anticonvulsant medication. I was facing another difficult choice when a family member asked, "What will help you
make the decision?" It was the right question at the right time. I immediately responded that I needed to consult
with Chloe's neurologist. I trusted she would help me make the best decision — and she did.
Communication
TALK THE TALK
By Amanda L. Donnelly,
DVM, MBA
Ask the right questions
at the right time
Getting to know a pet owner on a
more personal level can build trust.