Q&A: Giving credit options to veterinary clients

A realistic but tactful answer goes a long way to helping clients understand these programs, says Brian Conrad, CVPM, practice manager at Meadow Hills Veterinary Center in Kennewick, Wash. For example, you might say, "We've been working with companies that offer pet insurance and third-party payment plans for a long time. Can I tell you a bit about the services they offer and how they might help?"

The key to an effective conversation, Conrad says, is to keep your message simple and true. And it's important to focus your discussions on how these programs will benefit clients.

Conrad says it's also important to take the time to explain the programs to pet owners so their expectations are realistic. For example, some third-party payment plans will offer six months of free financing. But Conrad is quick to remind clients that after the six-month grace period, they should expect to pay interest on the remaining balance. This honest approach often pays dividends with clients.

"It helps demonstrate your sincerity," Conrad says. "Your goal should be to establish trust with clients."