Trust Me, I’m a Doctor

Posted on July 2, 2012 by Jennifer Wolf

I graduated from veterinary school two years ago. As I’m sure most veterinarians would attest, the transition from student to doctor is a challenging one. From finding answers to obscure client questions, to treating emergency cases, to managing a team of veterinary technicians and assistants, my learning curve has been steep. As a doctor, my success is no longer determined by multiple choice tests, but rather by patient outcomes and client satisfaction. While I anticipated many of these challenges, the one that surprised me the most was the issue of gaining client trust. Building a client’s faith in your ability to care for their pet is essential to client compliance with your treatment plan, which in turn allows you to provide the best patient care. I have a few pieces of advice for new graduates and creating a successful partnership with your clients. 

  • Pay attention to your body language. Clients notice your body language just as much as what you say. Find a few techniques that work for you to help your clients relax, pay attention and trust you. My personal technique is to smile and shake hands in a warm welcome upon entering the exam room. I often sit on a stool to speak at eye level, and vary my position in the room so I am not always looking at the client from across the exam table. I avoid crossing my arms and try to keep my tone conversational so it doesn’t seem like a lecture.
  • Do not become discouraged if your age or experience level is questioned. Few things are as deflating to a new veterinarian as walking confidently into an exam room wearing your lab coat with your embroidered name and explaining your treatment plan of gold standard medicine, only to be asked the question, “Are you really the doctor? You look so young.”  While it is easy to take offense at such a question, I have found that the best approach is to simply smile and acknowledge that you are, in fact, the doctor whose goal it is to do the best thing for their pet. I have also found it helpful to incorporate statements where appropriate, such as “in my experience” or “I have found this to work well” into my client discussions to establish credibility.
  • It is not all about the money, but money unfortunately dictates most decisions. I am continually amazed by the number of clients who tell me either “do everything” or “I have no money.” It is rare that either of these statements is ever completely true. The fact is that all of your clients will have a budget limit and your job is to provide your patients the best care possible while respecting this limit. Your willingness to have a direct conversation about financial expectations will save you, and your clients, much frustration. If you make it clear that you want to partner with them to provide the best care possible for their pet, while staying within their budget, your clients will be very appreciative.

Being a new graduate is an exciting time that brings many joys and challenges. As you are improving your knowledge base, your skill set and your overall confidence, take some time to think about your client communication abilities. Effective client relations will surely go a long ways in bringing you success.

About Jennifer Wolf

Jennifer Wolf, DVM, graduated from the University of Missouri College of Veterinary Medicine in 2010. She originally joined Banfield in 2003 as a veterinary assistant, returned in 2008 as a student ambassador, and in 2010 joined as a doctor at Banfield’s Cambridge, Mass., location. She lives in Boston with her husband, Elliot, and her puggle dog, Sofi. View all posts by Jennifer Wolf →


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