It can be intimidating to be challenged and have to explain your ‘why’ for pricing and charges to clients especially when clients compare what you are doing to what other clinics are doing!
If we don’t believe in what we are doing, our team’s skills and knowledge, or our own pricing then it should be intimidating and we need to go figure out what we are all about! 🤔
I had such a good conversation when a client challenged me. (I don’t mean he is a challenging client; I mean he had a legit question and challenged me to answer it). When a client says ‘why are you doing this when no one else in the area is,’ you better be prepared to answer. 👏
In fact, when we know we are progressing faster than other clinics and providing services others aren’t, we expect that we will get some questions.
We are ready!! We know our why!! We know our worth!!
Let’s recap because it isn’t easy to have these conversations 👇
Client: Before I came in to talk with you, I called 4 local clinics to see if anyone charged this ‘nurse/tech fee’ and they all said no? Why do you?
Me: I appreciate you doing your research before coming in to talk with me. Honestly, if I had a say, all clinics would charge this fee. This assessment has brought to light many small irregularities with our patients that we were able to address with a doctor right away instead of at their next annual visit. And our nurses/techs time and knowledge is highly valued. So it is about the health of your pet and the value of our team.
Client: We left you guys last year due to your prices, now we left the other vet because the wait times, stress, 30 minutes to check out, and on and on. We need to find a clinic that will fit our needs.
Me: I agree, you absolutely need to find a clinic that is the right fit for you. We have a lot of great clinics in Spokane and I have the name of 2 or 3 I can give you now. The hard part is finding one that is low cost like your previous clinic but provides the experience we do in a facility like ours.
Client: I know and we really like your clinic, that is why we gave you another chance. We really like the experience we get here and are excited about the new building. Plus, you are conveniently located to us. But, do I have to pay this nurse/tech fee every time my dogs get their anal glands done?
Me: Yes, Mr. Client, you do. Your pet’s health is always our priority so it is our standard to provide them with an assessment prior to anal gland expression (and other non-doctor services) to make sure that they are seemingly healthy.
Client: It isn’t about money for us. It’s about feeling like you are taking advantage of us with unnecessary charges. Anyways, I wondered why you charge it, so it was important to me to come down and discuss it.
Me: We understand what is important to us might seem unnecessary to others but the health of our patients is most important to us. We understand that we aren’t a good fit for you financially. Whether it is specifically about money or not, everyone has their financial goals or budget for their pet. And you get to decide what experiences you want and what you are willing to spend for that experience.
Client: Thank you for talking to me. My wife and I will discuss this and decide where we should seek care.
Me: I appreciate you coming in and having the conversation!
With a little research, our clients (and potential) can learn all they need to know about us, our standards, how we run our clinic, and that our team and their time and knowledge is incredibly valuable to us. To be told by a client that we are taking advantage of clients or nickel and diming is such a great opportunity to educate them.
It is important to elevate your nurses/techs:
One of the many ways we elevate our credentialed vet nurses/techs is by letting them do nurse/tech assessments. What is a vet nurse/tech assessment at Latah Creek? 🤔
These are the appointments that need things like a lepto booster, anal glands or a cytopoint 💉that the vet nurse/tech is already doing?
We take it one step further and allow them the opportunity to do their own physical assessment on the patient. 👍
Assessments are completed prior to proceeding with the patient’s reason for visit. Frequently, we detect health irregularities that can then be addressed in a timely manner. Things like fevers and heart murmurs. ♥️
Here are more ways that we elevate our vet nurses/techs:
✅ Allowing them to triage client/patient concerns and questions
✅ Educate clients and potential clients on treatment plans for their pet’s procedures
✅ Surgery organization and prep
✅ Running anesthesia for surgical and dental procedures
✅ Performing dental prophies and extractions (extractions w/proper training and experience)
✅ Organization and treatment of day admit patients
✅ Treating patients under doctor orders and supervision
✅ Suturing wounds closed for the doctor (w/proper training and experience)
✅ Encourage them to find a special interest of their choice such as nutrition or behavior
If it is something that the nurse/tech can legally do in our state then it is always a growth opportunity!
Paying them well is a given but isn’t enough. 💰
Utilizing them and helping them feel fulfilled and appreciated in their job is vital. They need to know that they make a difference and can utilize the skills and knowledge they have.
We love our clients for being accepting of how we utilize our nurses/techs.
