BizQuiz: Working with overeager horse owners (Answer 3C)
This is answer 3C in "BizQuiz: Working with overeager horse owners."
3C. Really wrong. Clients aren't dumb. They know that you're being insincere and humoring them so that they'll stop talking and you can get to your expert medical opinion. But it's a mistake to disregard what clients say, even if it's wrong or inapplicable.
Sometimes people just want to be heard. Even when you think their information is wrong, try to acknowledge your client's comments. Keep in mind that you don't have to agree.
If you think a client may be holding back, ask for his or her opinion. This lets you show clients you care about their efforts. Plus, you'll find out what they know so you can head off any barriers to compliance.
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