The chatterbox. This client can’t seem to stop talking. The floodgates of speech open, and the speech doesn’t necessarily have to do with the animal.
Firstly, these clients mean well. The fact that they want to give you information, even if that information may not be relevant, is a good thing.
This client might be lonely and seeking human interaction. They might be unsure what information is relevant to their pet’s situation and so decide to tell you as much as possible. They may just feel very comfortable at your practice and enjoy getting to know the staff a little better. Whatever the reason, how you manage their enthusiasm is key.
If the client appears to be going off topic, wait for a pause and try to interrupt gracefully. You don’t want the client to feel like you are disinterested in them or their pet, or to appear rude. Skills such as summarising and clarifying work well here. You may need to use closed questions (questions that can be answered with only a few words) to get the specific information that you need to help reach a diagnostic or treatment plan.
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