Use the History to Present the Plan – Understanding Client Needs

• Pet owners often have a very specific reason for coming in  
  • Pay attention to their words, problems, and fears. 
  • Talk about what they care about, not what YOU care about.
• Use the history to find out what they care about and why they’re there  
  • Their priorities are probably different from yours. You can raise awareness of your priorities, but it’s going to be easier to just use the priorities they give you if possible.
• Based on that history, recommend what is best for them and their pet 

Discussion:

What are things that pet owners REALLY care about that we often don’t talk about? 

How can we talk about these things when making recommendations?