By Jesi Tassava, Executive Assistant
There are several phrases that you may have a habit of saying frequently, that you should start to avoid for many reasons! Sometimes certain words or phrases can have a negative connotation or they can rub clients the wrong way. It is important to think about the little words and phrases that you might say on a daily basis when having conversations with clients, and determine whether or not you could unintentionally be ruffling their feathers. Below are 4 phrases that are heard often in veterinary practices that should be avoided.
1. “Hold please” or saying “Can you please hold” without giving them an opportunity to agree to being placed on hold or to interject.
It is important to always ask this as a question, and allow them to respond. Sometimes you may have a caller who has a very urgent matter they would like to speak with you about. Most of the time, caller’s will be okay with being placed on hold. However, not allowing them a chance to agree to being placed on hold can really rub them the wrong way. There is nothing worse than calling a veterinary practice when you are extremely stressed about a possible medical emergency, and then being forced to wait on hold for 5 minutes. Be sure to always give clients a chance to respond before placing them on hold, by saying, “Would you mind holding while I finish up with another call?”
2. “We schedule routine surgeries Monday through Friday…”
This phrase is problematic because while surgeries may seem routine to you since you work at a veterinary hospital, it is definitely not routine to the average pet owner. For many pet owners, the idea of their beloved pet having surgery can be quite scary and stressful. It is important to discuss surgeries with the care and respect it deserves in the eyes of a client. While this means it is important to avoid the word “routine,” it is also crucial to not gloss over the details of a surgical procedure. If a client is interested in a spay for their new kitten, respectfully discuss everything that goes into a spay, as opposed to just providing them with a price and the days in which spays occur at your practice. Again, a surgical procedure performed on their precious dog or cat can be a very big deal in the eyes of a client, and it is important for you to see this from their perspective. Instead, say “We schedule surgical procedures Monday through Friday.”
3. “We can’t provide medical advice over the phone.”
This phrase is problematic because it can come across to a client as if you have strict rules you must follow and that you just want them to come in for their money. It is understandable that you, as a client service representative, should not be providing medical advice over the phone. However, there is a much more positive way of saying this. Say it in a way that communicates the fact that you believe a doctor should see their pet, and that the doctor is the person who can provide the best medical advice for their pet. When you state, “We can’t provide medical advice over the phone” without any explanation, you might as well just be hanging up on the client. The client will feel confused and turned off by that statement. Instead, approach it in a more positive and informative manner by saying, “Based on what you have told me, I believe your pet should be seen by one of our doctors. He/She will be able to provide the best medical advice for your pet. I have a few openings on Wednesday and Friday of this week. Which would work best for you?”
4. “No problem” or “No worries.”
Many people have a habit of say “no problem” whenever someone says, “thank you” to them. I am even guilty of it! However, when you are trying to provide the best client service experience possible, you should instead be saying “My pleasure.” The phrase, “no problem” is very negative because it includes the words “no” and “problem.” The word “worries” is also negative. None of those words communicates positivity. It can also leave the client wondering if they may have caused any problems or created an inconvenience for you. I encourage you to try to break this habit moving forward! From now on, consciously think about saying, “My pleasure,” in any situation where you automatically want to say, “No problem.”
Small words or phrases can make a big difference in the eyes of client. Being short with them, or acting like a surgery is no big deal, can often rub clients the wrong way and could even make them want to take their pet elsewhere. Think about any other phrases you may say on a daily basis that could be viewed in a negative light by clients. If you are interested in even more forbidden phrases, I encourage you to take our online course, The ULTIMATE Veterinary Client Experience: Phone Skills and Client Service Sharpener. There is a module within the course dedicated to many phrases you should avoid when speaking with clients, along with many other modules that are useful to learning how to truly create a wonderful experience for each and every client!