Improving Clients Perceptions Of Value

a strategic buying alliance • a phone: 888-275-6523 • www.psi-inc.net

3

Why is value not perceived

>Communication styles

>Cost

>Clients Education

>Property vs. Family Member

>Hospital Team is not United

a strategic buying alliance • a phone: 888-275-6523 • www.psi-inc.net

4

So what can you do as a staff member to impact perception of value?

Change our communication style to be like a Frisbee.

Throwing a Frisbee requires interaction and collaboration. This approach produces shared

decision making. And shared decision making is a predicator of compliance.

a strategic buying alliance • a phone: 888-275-6523 • www.psi-inc.net

5

Discussing Cost

>They want to know how the money they spend is going to affect what they’re invested in.

>Provide “a reasonable prognosis” for their pet They want to know how this will affect their

pet’s quality of life after treatment.

a strategic buying alliance • a phone: 888-275-6523 • www.psi-inc.net

6

a strategic buying alliance • a phone: 888-275-6523 • www.psi-inc.net

7

Educating our Clients

>It is our job as Veterinary Staff members to educate our clients on their pets health.

>You must continually educate yourself so that you can provide good information to your clients. Pet Quarterly and The Team First line Magazine

>Listen to what your clients have to say don’t just throw up useless information on them. Remember to use the Frisbee method of communication

a strategic buying alliance • a phone: 888-275-6523 • www.psi-inc.net

8

Property vs. Family Members

a strategic buying alliance • a phone: 888-275-6523 • www.psi-inc.net

9

Property vs. Family Member

Do not judge clients prematurely. Income does not

determine where pets rank in their life.

Ask open ended questions. This allows your client to feel like they are part of the process in keeping their pet healthy

Validate their concerns.

a strategic buying alliance • a phone: 888-275-6523 • www.psi-inc.net

10

Working as a Team

Questions