Читать книгу Pet-Specific Care for the Veterinary Team - Группа авторов - Страница 154

DO make recommendations based on what you believe is best for the pet.

DON'T make recommendations based on what you assume the pet owner can afford.

Never assume you know what a client can or cannot afford, and don't make your recommendations based on those assumptions. Always make your recommendations based on best practices and what you believe would provide the most necessary medical information for you to make an accurate diagnosis and end in the best result for the pet.

DO initiate the cost discussion immediately while explaining your recommendations.

DON'T wait to discuss cost until the client inquires. Be transparent and upfront about costs while making your recommendations. The two should not be different conversations, but should instead be intertwined as one.

DO explain costs as they relate to the betterment of the pet and the outcome your recommendations will lead to.

DON'T attempt to justify costs based on time or services provided. Clients don't care how much a particular piece of diagnostic equipment costs, how many staff members are involved in a pet's care, or how much time you'll need to spend to diagnose a pet. They care about the health of their pets and how your recommendations will help them.

DO discuss alternative payment options and ways to plan for future veterinary costs.

DON'T devalue your expertise by changing your recommendations when the pet owner indicates cost is a barrier.

Once you've made your recommendations and discussed cost, be prepared to offer alternative payment options for clients concerned about the price. Avoid altering your recommendations to decrease the cost of care. This devalues your expertise and can make the pet owner question the motives behind your initial recommendations. To help cover the immediate need, consider recommending third‐party financing (see 10.18 Financing Veterinary Care) or a payment plan (see 10.17 – Payment and Wellness Plans). Services like these allow you to offer payment plans to your clients without having to manage them in‐house. To prevent cost from becoming a barrier in the first place, educate all your clients on the benefits of pet health insurance (see 10.16 Pet Health Insurance).