Beating Dr. Google
What happens when the “real“ vet and the Internet Dr. Google meet one another in your clinic? And your clients want to discuss the “diagnosis“ and the solutions they found on the net? That can be a challenge, but don’t get into a fight! It’s actually an offer and a chance to engage deeply with your pet owners!
3 steps can help you to stay calm and focus on the quality of your relationship with the client:
- Put on “client’s glasses“ and dive into the perspective of your client needing help
- Reframe your mindset (from negative to positive): Discussing Dr. Google is not a fight, it’s an opportunity
- Use classic communication tools: open-ended questions, easy understandable advice, tailor-made solutions and the feedback technique
This way you will impress your clients and give the best advice and service you can deliver – and that’s exactly what Dr. Google cannot do!
Watch the next video in the series