Great client care starts with great communication. In this episode of FlightPlan: Quick Consults, our panel explores how veterinary teams can build trust while clearly communicating value.

Topics include creating buy-in around forward booking, positioning it as a standard of care, and using subtle communication strategies to avoid sounding pushy. The discussion also addresses how to respond when clients comment on costs—why validation matters, how clarity around services helps, and how training through role-play can prepare teams for real-life conversations.

This episode offers thoughtful, actionable guidance for leaders looking to elevate both client experience and team confidence.

Panelists for this episode:

• Brenda Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary Consulting
• Debbie Hill, CVPM, SPHR, SHRM-SCP, Consultant at Encore Veterinary Consulting
• Tiffany Consalvo, CVPM, CCFP, Director of Leadership & Operations at Encore Vet Group
• Ben Spinks, Co-Owner & Managing Director at Tipp City Veterinary Hospital

Thanks for listening!

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