Let’s take the same logic into the veterinary arena. Owners have regular expenses for pet food, parasiticides, toys, treats, maybe a groomer and other various pet-related purchases. They pay them with few or now questions or concerns.
Imagine an owner’s German Shepherd put gets in a tussle with his brother and sustains a nasty cut. That’s an unexpected expense that causes much more agitation in the mind of the customer.
How many times do you have to deal with an upset client because they are being hit with a cost for care they weren’t anticipating, and they are really not happy with it.
Empathize with the client’s concern but reinforce that they’re getting the quality treatment that’s needed to care for the problem, and it’s good that they’re getting it. As the quote suggests, compliment the owner on being the kind of dedicated pet parent that wants their pet to get the best care possible when their beloved pet has an unexpected injury or illness.
