How to have a happy career 2

Question 1

Clients aren’t listening!
Why “no” doesn’t always mean, “no”:

Answer 1

Do they understand what you’re asking them to do for their pet/animal?

Were they given too much information?

Are they focused on cost?

 Do they just need more information from you so they can make an educated decision?

Question 2

Overcome client objections:

Answer 2

1. Relax
2. Feed it back > confirm their questions, paraphrase
3. Align with client > put yourself on same side
4. action

Question 3

what to do if client says “i need to think about it?”

Answer 3

It is a stalling tactic
The question is: what do they need to think about?
You can provide options to get to the real anxiety > “is it the price or the procedure itself?”

Question 4

tips to align with client

Answer 4

Align with FEEL, FELT, FOUND
“I can understand how you must feel, we’ve had other clients who felt the same way, but what they found was…..”
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Plug-in benefits of what you’re asking them to do. Benefits from the client’s perspective – things that resonate with them.
You can also share a client story.

Question 5

Managing a client complaint

Answer 5

1. Listen: visualize it from the client’s perspective, don’t interrupt
2. Echo: paraphrase it back to the client
3. Sympathize: show you care “From what you’ve shared, I
   completely understand why you’re frustrated.”
4. Thank: Value their feedback. “Thank you for giving me the
   opportunity to correct this.”
5. Evaluate: Work with client on a solution
6. Respond: Follow-up with the client to ensure they’re
   satisfied

Question 6

How to get clients to do the right things summary

Answer 6

 ‘No’ doesn’t always mean ‘no’
 Find out what the client is thinking so you can help
> Use “feel, felt, found” to align with the client
> Plug in benefits
 Seek feedback from the client
 Embrace the complaint and communicate
 Cost discussions are good

Question 7

The true test of great client experiences is

Answer 7

how things are handled when things go wrong