Journey of Discovery – Meet People Where They Are

Recommendations aren’t about scripting or talking people into things they don’t want or you don’t believe in. They’re about understanding the other person and helping them through education that meets them where they are.

EXAMPLE: We have clients who have never come to the vet before. We have clients who have lost pets under anesthesia before and are terrified, we have clients who have read a bunch of fake info on the internet and don’t trust veterinary professionals. We aren’t going to “convert” these people today, but we can UNDERSTAND them to work with them.

• Step 1: Figure out where the client stands  
• Step 2: meet them where they stand, and take them on a journey to where you stand  
• Step 3: Help them realize your advice matters because they now see the problem and how you’re going to solve their problem

Discussion:

How do we try to “meet clients where they are?” 

When was a time you changed the way you talk about services to better connect with a client?

How did you do it?