“Do not multi-task while talking on the phone. Callers will know if you are answering emails or having side conversations. Your goal is to understand, not just hear, what clients are saying. Pay attention to callers’ tone of voice, which can shed light on concerns or underlying issues.” GettyImages/D-Keine A hospital manager called me for advice on coaching a client service representative who is great face-to-face with clients but comes across as curt and rude on the phone. “How can she be more engaging during phone conversations?” he asked. Here are ways every team member can have meaningful connections over the phone: 1) Visualize your caller Phone calls are often the first touchpoint for existing and prospective clients. The client may be a widow who lives alone and values the companionship and love of her dog. Another is a busy mom with a full-time job who appreciates your ability to find an appointment that fits her hectic schedule. Just as a golfer visualizes the shot, imagine the result you want from the call and guide the conversation there. You want to help a client with a sick pet get a same-day appointment, providing timely care for the patient and alleviating the client’s concern. Working at a veterinary hospital has deeper meaning and purpose. You choose your attitude. Be friendly and professional to lead clients to positive outcomes for their pets. 2) Slow down You may be moving too quickly to care. Racing through a call so you can move on to the next one makes clients feel like transactions. Take a deep, cleansing breath before answering. Talk at a conversational pace. 3) Understand callers’ perspectives Look at situations from pet owners’ perspectives. Empathy—the ability to share and understand the feelings of others—is the most important soft skill when dealing with clients.1 Considering pet owners’ feelings and points of view will lead to more productive discussions, no matter the issue. Phone calls are more emotional than texts or emails. Hear what clients are really saying. 4) Listen intentionally Be fully present in conversations. Do not multi-task while talking on the phone. Callers will know if you are answering emails or having side conversations. Your goal is to understand, not just hear, what clients are saying. Pay attention to callers’ tone of voice, which can shed light on concerns or underlying issues. To be an active listener, summarize what you heard when callers finish talking. This helps them feel heard and understood. 5) Establish connection by using names Veterinary medicine is a relationship business based on trust. A prospective client asks, “How much are shots?” Immediately get and repeat the caller’s and pet’s names. Reply with, “We’d love to care for your pet. May I ask your name and your pet’s name? Then I will ask questions to determine which vaccines and services your pet will need.” When an existing client calls, open the electronic medical record so you can review products and services due and see if other pets in the family also need care. Say, “Thanks for calling to schedule an appointment. May I ask your and your pet’s names so I can access the patient record?” Repeat names at least three times during conversations. An easy technique is to say names at the beginning, middle, and end of calls. After a potential client shares his and the dog’s names, respond with “It’s great to meet you, [caller's name]. Let me ask you questions about [pet's name] to determine which vaccines and services are needed.” After explaining services and fees in the middle of the conversation, ask for the appointment invitingly. Say, “When can we meet you and ? Our next available appointments are [date, time 1] and [date, time 2]. Which do you prefer?” Summarize appointment details when ending the call. Say, “We’re excited to meet you and on [date, time]. You will receive a text/email confirmation shortly. Your confirmation will include a link to our online new client and patient history form. Please complete it at least 24 hours before your appointment so the medical team may review the information. Bring a stool sample that is fresh within __ hours. We look forward to seeing you soon, [caller's name].” 6) Show emotion Emotionally connected clients buy more of your services and products, visit more often, are less sensitive to fees, and follow your advice—which is exactly what you want them to do.2 As you gather information from potential clients over the phone, you will begin relationships. Share the joy of adopting a new pet. Say, “Congratulations on welcoming [pet's name] to your family. Let me tell you about what our first puppy visit includes.” Let’s say an existing client’s pet has had diarrhea for three days. To show the emotion of empathy, say, “I understand how messy it is for a pet to have diarrhea for three days. We have urgent care appointments available today at [time 1] or [time 2] . Which do you prefer so we can help [pet's name] feel better?” Every call is an opportunity to strengthen client relationships and provide care for pets in need. Connection is the heart of great services, driving your practice’s recruitment and retention success. Learn more about this topic in the author’s online course, “How to Engage Callers.” Wendy S. Myers, CVJ, knows the right words will lead clients to accept your medical advice, driving patient and practice health. As founder of Communication Solutions for Veterinarians, Myers teaches practical skills through online courses, conferences, and onsite consulting. Her experience as a partner in a specialty and emergency hospital helped her understand issues that owners and managers face. Learn how Myers can train your team at csvetscourses.com. References Kelly J. 5 Strategies for Better Patient Calls You Can Implement Right Now. Invoca. https://www.invoca.com/blog/better-patient-call-strategies. Accessed Dec. 17, 2024. How to Connect Emotionally with Clients. Hartford Funds. https://www.hartfordfunds.com/practice-management/increasing-efficiency/the-pillar-system/how-to-connect-emotionally-with-clients.html#. Accessed Dec. 17, 2024.
