First Impressions
What should you do when first greeting a client to make a good first impression?
Greet them and their pet. Introduce yourself and ask them how you can help them today
A client books late for their heartworm prevention before going to a cottage. They seem upset and are aggravated. What should you not say to this customer?
Tell them it’s too bad, and they should have booked sooner.
What is one of your roles in animal care customer service when informing customers about vaccines?
Stressing the importance of getting vaccines on time. Being informed and having the information they need to know.
Why is body language important when making first impressions?
Positive body language like smiling, eye contact, open posture. Makes a client feel welcomed and shows professionalism and builds trust.
A client misunderstood the instructions on how to give their pet their at-home medication and put them at serious risk. What should you not say in response to this customer?
Scold them for neglect, insult their intelligence, chide them, etc. Even if this mistake is frustrating for us, you cannot blame the client and make them feel ashamed or defensive when the goal is to help their pet and educate them.
What is one of your responsibilities when dealing with an upset or emotional pet owner?
Remain calm and professional while showing empathy. Listen actively to their concerns without interrupting, acknowledge their feelings, and respond respectfully to help de-escalate the situation.
What should you avoid when making first impressions?
Avoid seeming distracted, using your phone, rude tone, ignoring, etc. These behaviors make clients feel uneasy and unimportant
A client is given multiple options for how their pet can be treated, but they’re having a difficult time coming to a decision. What won’t help them in this scenario?
Being pushy, impatient, or insistent can raise tension in the situation. The client needs to be given time to consider their options to choose one they’re satisfied with, and you make them feel unwelcome by being so forceful. Suggesting options must be done in a respectful manner that still allows the client the freedom to choose.
Why is it important to explain instructions to clients?
So, the client understands how to properly care for their pet at home, including medications, feeding instructions, and follow up appointments.
Why is using the clients name important?
Using clients' name makes the interaction seem more personal and shows you’re valued and not just another customer.
When assisting clients with physical disabilities such as wheelchair users, how should you not treat them?
Being patronizing or assuming that they need help before you are asked. A disabled client is unlikely to return to a facility or reflect on their time positively if they do not feel respected like other customers.
What is one way you can show professionalism in an animal care setting?
Speak politely, show positive body language, being respectful, and maintaining confidentiality about clients and their pets.