7 Issue 1, 2024 | Animal Health Solutions
After a technician presents a dental
treatment plan, the client says,
"Thanks, I'll think about it." Although
dental disease is the most common
diagnosis among dogs and cats,
dental services are 5% of revenue,
according to the American Animal
Hospital Association.
1
Here are communication tips to follow
when talking with clients about their pets'
dental needs.
1
Use action words.
Replace the "wiggle" word of "recommend" with the action
word of "need." Clients may hear that the procedure is just a
recommendation and is not medically necessary.
Share benefits of treatment.
SAY THIS: " has Stage 1 dental disease. He
needs a dental procedure now to treat the infection, reduce
dental pain, and slow the progression of dental disease.
As the dental disease gets worse, serious health problems
will happen. Bacteria in the mouth passes through the
bloodstream and can permanently damage the kidneys,
heart, liver, and lungs. Early treatment can help prevent
painful abscesses and possible oral surgery. Because
oral health impacts overall health, you will see long-term
benefits. I will have my technician explain the steps of
a dental treatment and our anesthetic protocols. What
questions can I answer about my diagnosis?"
Invite clients into conversations by asking "what questions"
rather than the closed-ended wording of "Do you have any
questions?" Pet owners may ask about cost, express fear of
anesthesia, or share other concerns that you can immediately
address.
3 Ways to
Discuss
Dental
Treatment
Plans with
Clients
by Wendy S. Myers, CVJ
a Paid Consultant for Covetrus
®
