Pet Owners Want 'Real' Communication

Pet owners used to want very professional client service from their veterinarian. But today, they want more real communication. Heather Romano, SHRM-CP, managing director of human resources and training for iVET360, explains what this means.

Your clients want to hear the important things, be given credit for the research they do, be communicated with electronically and hear real, honest feedback from the doctor, she says. The more real you can be with the pet owners, Romano says, the more loyal they will be. And the more you respect the fact that they are very educated, the more likely they are to be compliant.