How Can We Increase Clients' Perception of Value? by Terry Spencer

Make a chart of the various dental costs and benefits

2023-10-01 22:07:36 UTC

Think outside of the box to create client-friendly payment plans -- rather than taking an "all or none" approach to financing -- e.g., either the client can pay today or they are declined from receiving services.

2023-11-06 15:16:23 UTC

Partner with the veterinarian to enhance conversations about the value matrix --- e.g., work with clients to establish pros/cons of each approach to care --- instead of labeling care as "gold standard" (the best) vs lesser; alternate plans are not "lesser", they are just different.

2023-11-06 15:17:22 UTC

Create a safe, supportive space for clients to share their needs, wants, and expectations, particularly with respect to financing care.

2023-11-06 15:17:39 UTC

Be on the same page as the rest of the veterinary team emphasizing the importance of the patient's health

2023-12-21 18:52:39 UTC

Make pamplets/brochures with options of available options for veterinary care

2023-12-21 18:53:22 UTC

Work with the Veterinarian to ensure the best plan for the individualized patient/client.

2023-12-21 18:54:13 UTC

Research ways/options for paying for veterinary care that does not include paying all up front or only one credit card service (that people may not get accepted through)

2023-12-21 18:54:59 UTC

Help the veterinarian communicate with the client about everything that is included with the service and the long term benefit of preventative care

2024-01-26 02:45:39 UTC

Create documents to compare/contrast the various payment options available

2024-03-13 06:36:44 UTC

Help gather necessary information regarding a client's financial status to help prepare other staff for the appointment needs

2024-03-13 06:39:09 UTC

Help the veterinarian generate multiple estimates reflecting the available treatments options

2024-03-13 06:39:50 UTC

Offer periodic surveys to clients in an attempt to gauge how the different payment options are working

2024-03-13 06:40:41 UTC

Introduce the topic of finances early so the clients doesn't have to raise it

2024-04-18 05:16:16 UTC

Create a sheet with pros and cons of each financial option, so the client can decide which works best for them

2024-05-17 14:50:05 UTC

Ask the client more about their situation to create a connection between the vet and the client to help with financial issues, and gather info

2024-05-17 14:50:38 UTC

Help communicate to the client the financial options available to them, while creating estimates to show the cost of care with each financial option

2024-05-17 14:51:19 UTC

Survey the clients about the financial options given to them to get more information about how they helped or hurt them, and share with the veterinarian, as well as showing clients how it has worked for others

2024-05-17 14:52:08 UTC

2024-06-18 19:19:55 UTC

Make the payment plan pamphlets easy to access/always out so clients dont have to see weird asking for them.

During the check-in process, provide every client with a general financial form that must be filled out every visit that asks general questions about the clients current financial status at the visit. For example, this form can ask if the client has a spending budget for todays visit and if the care needed at this visit exceeds the budget, will they need some form of alternative payment options.

2024-07-17 17:17:46 UTC

Create, update, and manage in-house and outside resources that can be utilized to help offset financial burdens. Provide access to these alternative payment options on an easy to understand handout. Hold regular meetings with all staff to keep everyone updated on what options are available. Provide signage in-house and info on the clinic website that advertises an open partnership to discussing alternative payment options to those who need it.

2024-07-17 18:16:35 UTC

Price transparency on routine services and basic diagnostics accessible online.

2024-07-17 18:16:48 UTC

Emphasize the value of the service or treatment provided. Reiterate the clients understanding of what needs to be done for the patient and what that entails. Be able to explain why something is recommended. Be clear in explaining the short-term and long-term pros and cons of accepting or declining recommendations. Be open to relay between the client and the doctor any alternatives (if any) that can be done to assist a client that may have some financial constraints.

2024-07-17 18:22:30 UTC

Be an open line of trust, understanding, and communication for the client by establishing what the client is here for, the expectations of the visit/service, and providing transparency on costs outside of the exam through estimates. They can ascertain a clients financial needs based on some general questions they incorporate into every history collection.

2024-07-17 18:54:39 UTC

Have the payment plan pamphlets available at the front desk where clients can take them at free will to not feel uncomfortable

2025-05-14 22:56:53 UTC

If the clients have questions you can't answer off the top of your head -- do not be afraid to ask for help.

2025-05-14 22:57:21 UTC

Be able to speak to the owner about the procedure that occurred and have a discussion with them afterwards.

2025-05-14 22:57:47 UTC

Always keeping an updated list of resources for clients throughout the entire hospital and/or online.

2025-05-14 22:58:17 UTC

Provide clients with a pamphlet at each annual exam

2025-05-20 14:19:56 UTC

Teach owners how to brush their pets teeth

2025-05-20 14:20:22 UTC

Discuss the dental procedure with clients

2025-05-20 14:20:34 UTC

Create new promotions for dentals throughout the year

2025-05-20 14:21:06 UTC

Create informative flyers we send out with puppy kits so owners have gradual exposure to normal "maintenance" care, links to external helpful sources.

2025-05-22 03:59:42 UTC

Have payment plan pamphlets in the room or as a poster so clients can look through them on their own without judgement.

2025-06-07 15:03:03 UTC

Explain what is included in a "dental" and discuss the necessity, benefits, and risk associated with and without undergoing a dental.

2025-06-07 15:04:08 UTC

Give clients information via pamphlets or direct them to posters to look through while they are waiting for the vet tech or vet.

2025-06-07 15:05:19 UTC

Identify patients/clients with dental care needs and factors that choose whether or not to pursue a dental

2025-10-15 16:12:20 UTC

Discuss value of dental + why anesthesia and radiographs are required

2025-10-15 16:12:39 UTC

Talk about home care maintenance options prior to development of dental disease

2025-10-15 16:12:55 UTC

Create resources on website or in clinic to discuss general questions about dental procedures

2025-10-15 16:13:14 UTC

2025-10-28 11:36:42 UTC

Be willing to discuss offered payment plans and other resources the owner can look into. Make sure to help the client feel seen and heard and not as a burden to CSR when they have further questions about those plans.

2025-10-28 11:37:49 UTC

Discuss home care options and what they can look for when evaluating their pet’s teeth at home.

2025-10-28 11:39:30 UTC

Go over the process of a dental and what sort of services are included in your estimate. Point out how the higher end of the estimate with extractions is considered an oral surgery and that is why there is an increased cost associated with it.

2025-10-28 11:40:24 UTC

Review historical data on what clients have suggested as barriers to moving forward with dentals and find ways to help overcome those barriers

2026-02-15 18:07:59 UTC

Explain how to brush teeth for daily dental care and tips to make it stress-free

2026-02-15 18:09:43 UTC

Explain dental disease and give examples (pamphlets, pictures) so clients know exactly why it is being recommended for their pet. Go over how dental disease is graded and how their pet's grade of disease might impact the cost/estimate of the procedure.

2026-03-17 17:07:12 UTC

Discuss different payment plans and other options an owner can look into.

2026-03-17 17:07:55 UTC

Explain how daily brushing can help prevent a lot, while dentals can be spendy think of it as investing in your pet's health and well being.

2026-03-17 17:08:13 UTC

Give handouts, show pictures of severe dental disease, ways to prevent at home

2026-03-17 17:08:47 UTC

Come up with financial plans that maybe better represent the majority of the community they're serving.

Inform clients about pricing and let them know other options (care credit, pet insurance, low-cost clinics)

2026-07-27 21:35:53 UTC

Not to judge client's financial status based on how they look/act. Ask the client what their goals are for today's appointment.

2026-07-27 21:38:05 UTC

Discuss why recommended diagnostics/procedures are important and the value of them. Answer client's questions/concerns

2026-07-27 21:39:29 UTC

Have pricing on the practice's website so it is not always a shock to clients in-person. Additionally provide educational information on why diagnostics/procedures are important on the website (client education)

2026-07-27 21:40:48 UTC