It seems like products come and go like the wind. In school I learned about isoflurane and halothane; now I use sevoflurane. I used to use cephalexin and now I use cefpodoxime. New products are constantly being released and old products are fading away. This raises a ton of issues: explaining change to clients, to associates, buying new books, attending CE meetings, etc.
My most recent run-in with change was when I added a new flea product to my arsenal. I encouraged the associates to present the information factually and with enthusiasm without over-selling the product. I wanted them to be careful to not invest themselves or the practice’s reputation in the product. What exactly do I mean by that? Nothing is 100% so don’t put your reputation on the line.
Don’t say things like, “I guarantee you’re gonna love it!” “You’ll never see another flea!” “This is the best thing out there and everyone is using it!” Or if you’re talking about anti-histamines, don’t say, “Your dog will never itch again!” Or if you’re talking about arthritis, don”t say, “Your dog will never limp again!” Nothing is 100%.
There isn’t one anti-histamine that helps with all allergic Pets; there isn’t one anti-inflammatory that helps with all lameness; there isn’t one antibiotic that eliminates all infections. That’s why I carry several types of anti-inflammatory, antibiotic, and several anti-histamine products. Present the information with confidence, but don’t overdo it. Let the clients know that it’s a good product, has sound research behind it, you’ve had good luck with it in the past, etc.
So far the transition to the new product is going smoothly. The associates seemed happy to try it and the clients seemed happy to have another alternative.