PM54 - Words Matter: Using Better Client Communication Phrases

Sunday, February 19, 2023

2:00 PM – 2:50 PM

Location: Breakers K, Level 2

Earn 1 CE Hours

Presenter(s)

Amanda L. Donnelly, DVM, MBA

Owner
ALD Veterinary Consulting, LLC
Nolensville, TN, United States

Handouts

Moderator(s)

Gary L. Delfino, BA

Consultant/Practice Manager
Delfino Veterinary Consulting inc.
Roseville, CA, United States

What you say and how you say it can determine whether clients have a great service experience. Words also can make a difference in whether pet owners say “yes” to services and whether they become loyal clients. In this session, you'll learn some valuable dos and don'ts of client communications that will enhance client loyalty and compliance.

Learning Objectives:

Avoid negative language
Use effective communications to create positive first and last impressions
Communicate words that convey value to pet owners
Convey professionalism and authenticity to clients