What do you do when a client says NO?

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Approved for one hour California Statutory CEU

This presentation focuses on how to handle client’s reactions when we make recommendations. This talk gives team members the tools and information on what they should say and how they can say it. I discuss commonly requested procedures, products, diets, and other elective services that veterinary hospitals provide and how we can get the client to say yes more often. I discuss the importance of getting clients to accept our recommendations and how that affects the pet, the client, the team members, and the overall bottom line of the hospital.

Speaker: Melissa Tompkins-Lewis, BS, CVPM, PHRca, CCFP

Bio: Melissa Tompkins, BS, CVPM, PHRca, CCFP
Melissa started working in the veterinary field in 2003 starting out as a tech
assistant/receptionist. She worked her way up to become a practice manager in 2005 and she
never looked back. She has worked in general practice (Feline only), specialty, and emergency.
She earned her Bachelor’s Degree in Animal Science from Cal Poly Pomona in 2005, became a
Certified Veterinary Practice Manager in 2011. In 2020 she earned her PHRca certification &
also became a Certified Compassion Fatigue Professional. She has helped multiple veterinary
professionals deal with burnout and compassion fatigue. She owns her own management
consulting business; South Coast Veterinary Management Solutions so she can help multiple
hospitals with training and other business needs.
In 2018 she was the Southern California Veterinary Medical Association’s Paraprofessional of
the year and in 2015 she was a nominated for DVM360’s Practice Manager of the Year.
She is a published author of multiple articles in DVM360.com, Veterinary Practice News,
Veterinary Team Brief, Firstline Magazine, Veterinary Economics, and VPN+. She has also been
a speaker at several annual conferences and symposiums including VHMA’S management
exchange, CVS’s Veterinary Forum, Oklahoma’s Annual Conference, ASEC’s Conference, AAFP
National Conference, The Vet Show and multiple local or virtual symposiums. In 2016 She also
helped train veterinarians on how to create a feline friendly practice through AVSG’s annual
wet lab.
Melissa is highly active within the local veterinary community co-founding the North Orange
County Veterinary Hospital manager group and the SoCal Veterinary Manager’s Network and is
on the Board of Trustees for the SCVMA. She loves helping other managers and team members
grow within the veterinary profession.
She spends her free time running or walking in 5k’s & half marathons. She also spends time
with her friends and family. She shares her home with her husband, stepson, and their furry
babies.

Sponsor:

ASPCA