Client Communications –

Using the Team to Add Value to the Client Relationship

Dr. Vande Linde talked about starting with the clinic’s WHY and the building blocks of clinic communications: the reason the clinic was created and is that WHY captured in the Core Values, Vision & Mission, to create Points of Differentiation, Build Trust based on consistency, predictability, integrity, respect for confidentiality, and commitment to shared purpose and goals.

With a team-based approach to client education, strive to define clear job roles and responsibilities for all team members using team values. Why? To create a client experience that will result in pets getting the care they need with the education they deserve. For this to happen, client engagement using open questions and active listening needs to occur before clients are given recommendations they aren’t prepared to accept. Follow a systematic team approach to builds trusting relationship.

When the whole team focuses on enhancing client communications, the clinic will improve client engagement and trust which leads to greater client loyalty and client compliance with treatment recommendations. Develop highly visible scoreboards, e -bulletin boards, or announcements of progress toward team goals and priorities. Establish an internal “best practices and good tries” communication system can reinforce the team values and behaviors.