Veterinarians are trained to assess, identify problems and solve them, and then move on to the next one. In working with many veterinarians, it is evident that their assessments are fairly rapid and not always patient with listening to the discussion of clients. In most cases, the doctor will listen and then at the first opportunity, they will move to what they want to say about the diagnosis or treatment.
What we are missing as veterinarians, due to our training, is the opportunity to use the phrase 'tell me more'. When you say tell me more, you are putting to work the teachings of one of the most impactful manuscripts that teaches successful relationship development, How to Win Friends and Influence People, by Dale Carnegie. One of the key principles detailed in this book is that if you want to be seen by others as being smart, thoughtful, and one of the nicest people known, ask questions of others and get them talking about themselves. This principle is proven, time-tested, and timeless.
Service is about creating satisfying relationships. Satisfaction comes from interactions that bring comfort, pleasure, and peace of mind. Ask questions that get your clients to talk about themselves and their animals. And watch what it does for building successful relationships in your practice.
