In this episode, AABP Executive Director Dr. Fred Gingrich is joined by AABP member Dr. Mark Hilton to share stories and discuss ways to enjoy veterinary practice. Hilton has worked in private mixed animal practice, academia at Purdue University, and currently as a technical services veterinarian with Elanco Animal Health. He has taught communication techniques to students while at Purdue and at AABP conferences. We discuss dealing with problem clients, both established and new. Dr. Hilton suggests that we imagine every person we meet is holding a sign that says “make me feel special.” Veterinarians are often seen as providing answers to clients when they are on farms and ranches. Instead, Dr. Hilton suggests asking them questions and then letting them talk. Allow the client to tell their story. Dr. Hilton’s grandfather told him that it is better to be interested than interesting. Ask the client what are their goals and how can your team accomplish them? How can you be an asset to your client? It is important to accept that if the client does not want to achieve those goals and work toward them, the veterinarian cannot achieve the goals for the client and the relationship will fail. We discuss tips for dealing with a situation where the client is mad or upset by listening to the client and get them to say “yes” statements. Veterinarians must also understand scope and perspective. Most of your clients are good clients; do not let their bad situations turn your day bad. Remember the good in each day and enjoy those moments. 

 This podcast episode was generously sponsored by Elanco Animal Health. Be sure to visit their booth at the AABP conference in Salt Lake City. Vira Shield is a cattle vaccine that provides more than just coverage against up to 13 respiratory and reproductive diseases. It also protects your herd without impairing pregnancy rates. Research shows the Vira Shield line of cattle vaccines can be given to any cow, any time and not negatively impact pregnancy rates or reproductive performance. All so you can stress less and produce more. Talk to your Elanco technical services veterinarian about incorporating Vira Shield into your client’s vaccine protocols or learn more at this link.