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Chris Duke, DVM, President, AHS, Bienville Animal Medical Center

Hit the “Reset” Button on your Client Education Program

Like thousands of other veterinary practices, my clinic leverages social media to educate clients. Facebook, the most popular platform, is a highly visual and shareable medium that is used by seven in 10 U.S. adults, with three-quarters of those adults visiting the site once a day. I recommend you ask the administrator of your social pages to like/follow organizations such as the American Heartworm Society, so they can see and share engaging posts with infographics, videos, fact sheets and slide shows dedicated to heartworm facts.

3. Building client trust and rapport pays off.

Clients who trust veterinarians and staff members are more willing to comply with our recommendations. I remind clients that, like them, I’m a busy pet owner who needs help remembering my own pets’ heartworm preventives. Rather than lecture them about medication reminders, I pull out my phone and show clients the reminders I have set up to ensure I don’t miss doses.
Trust is also critical if I’m to expect disclosure on the part of pet owners who have had lapses in preventive administration. With compliance as the ultimate goal, I can turn an honest admission of noncompliance into a teachable moment. Keeping my clinic a no-judgment zone can be critical to the health of my patients going forward.

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