How to Communicate Uncomfortable Topics to Clients

How to Communicate Uncomfortable Topics to Clients

By Outstanding Pet Care Learning Center

Due to the emotional nature of our business and the fears that pet parents often have when leaving their pet, it’s important we do whatever we can to communicate the most positive and informative messaging possible. Unfortunately, it’s sometimes important that we communicate uncomfortable topics that will benefit our clients. Some examples of topics that you or your staff may have to face include canine cough, canine influenza, dog day care, puppy warts, grooming, lodging for older pets, and even topics that might seem as simple as what to expect when lodging your pet.

Miscommunication or not communicating proper information can reflect poorly on the best pet care providers. More often than not, a furry guest has a wonderful stay with you and your team; there were no negative issues and you loved having them stay with you. Then, the owner is worried sick because her furry best friend starts coughing a few days later. The pet parent never imagined it was possible for their pet to come down with something as common or harmless as the human cold. She imagines the worst. Having great information can turn her fears into a calm understanding.

It’s also very common to clearly explain something to a client at check out and just hours or days later they contact you again with similar questions. This is all too common in our businesses as pet parents’ lives are full of distractions. At that very moment, your information might not be the most important to them. Therefore, they cannot retain everything you’re saying—regardless of how important it actually is.

Having a well-trained human, either managers or possibly staff members, communicate important information is wonderful as it provides the emotional connection that humans relate to. Having additional tools will help clients from missing valuable information. It’s helpful to have back up documentation from an outside credible source to compliment your verbal explanation.

Upper Respiratory Infections in Cat

  • What is an upper respiratory infection in cats and how are they treated?
  • Do URIs occur only in pet care facilities?
  • Are these viruses a constant problem?
  • Can the pet care facility prevent my cat from being exposed to a URI?
  • Successfully Lodging Your Cat

  • How to arrange lodging for your cat, what’s most important when choosing pet care
  • What level of staff training you should look for
  • Facts to consider including how cats adjust to a new surrounding
  • How to provide the best experience for you cat
  • Canine Bloat

  • What is Canine bloat (Gastric dilatation-volvulus)?
  • Causes of GDV
  • Signs, symptoms & treatments of GDV
  • Does bloating occur only at pet care facilities?
  • Canine Cough

  • What is Canine Cough?
  • Where can dogs pick up Canine Cough?
  • Symptoms of Canine Cough
  • What to do if your dog develops Canine Cough?
  • Canine Flu

  • What is Canine Flu as well as including different strains?
  • What are the symptoms?
  • How does CIV spread?
  • Information on the vaccine and treatment
  • Puppy Warts

  • What do puppy warts look like?
  • When and how do canines typically get puppy warts?
  • What should I do if my dog has puppy warts?
  • Are puppy warts contagious to humans?
  • Dog Daycare

  • What is Dog Daycare and is it right for my dog?
  • Why does cost vary so much among different facilities?
  • Important factors to consider when choosing a day care facility
  • Essential questions to ask
  • Successfully Lodging Your Dog

  • Advantages of lodging your dog at a quality pet care facility
  • How to select a lodging facility
  • Why vaccination requirements are so important
  • How to best acclimate your dog back home
  • Grooming

  • Why is grooming or bathing so important to a dog’s well-being?
  • Details on odor, anal glands, scratching and more
  • How to help your pet cooperate with the grooming process
  • Should cats be groomed?
  • The most successful pet care facilities communicate proactively with their clients even when those topics might feel uncomfortable to approach. Having an informative hand out, ideally written from an outside, credible company will help increase pet parent’s knowledge and comfort.

    Outstanding Pet Care Learning Center is dedicated to protecting and growing the Pet Care Industry through World-Class Pet Care Training and Education. OPC Learning Center’s curriculum:

  • Delivers necessary pet care training in the convenience of your facility,
  • Saves training, time and energy of owners and managers
  • Provides convenient, technically-advanced format for immediate access
  • Offers immediate on-line testing to give you assurance that the material was understood
  • Reduces potential injuries to your staff and guests
  • Can increase health and happiness of the pets in your care
  • Protects you, your staff, and your bottom line
  • For more about our courses, visit:

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