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Always leave the client with something to read or watch when they have to wait. Use that time to get clients thinking about a decision they will need to make or to get exposure to a new product or service. Clients are more willing to read or watch something they know has been chosen especially for them and the needs of their particular pet (see 10.7 Breed‐Specific Marketing).

Be consistent within the hospital. A patient or client should never get a greater or lesser level of care because one doctor saw them and not another, or one receptionist spoke with them and not someone else. Breed‐specific care should be the standard of care throughout the practice (see 9.4 Standards of Care).

Anything you want to teach clients about has to be taught to your team first and they need to know exactly what to say or do in order to get client acceptance of any wellness recommendations, including breed risk ones. Think about and discuss scripts for breed‐related testing if you want to educate clients in this area; for example, “Boxers are at risk for serious heart problems. The doctor will talk to you about ECG screening…”

The only way you can help your patients lead long and healthy lives is to educate their owners (see 5.10 Discussing Pet‐Specific Care). Most of your clients don't have a degree in medicine or behavior. Take the time and make the effort to teach them what they need to know to care for their pets properly. It's not only good medicine – it's well worth the effort for your practice.