Enhancing Client Interactions in Veterinary Hospitals with DiSC

Posted by Corey Smith on Wed, 11/22/2023 - 11:57am
veterinarian communicating with pet owner

While the DiSC personality assessment has proven invaluable in understanding and optimizing internal team dynamics, its application extends beyond internal teams. Administrators can leverage the knowledge of DiSC profiles to positively impact client interactions and elevate the overall client experience.

Understanding DiSC in Veterinary Client Relations

The DiSC model categorizes individuals into four primary personality traits, and each trait comes with its unique communication preferences and behavioral tendencies. Applying this understanding to client interactions allows veterinary administrators to tailor their communication styles, fostering a deeper connection and building trust with clients.

Recognizing DiSC Traits in Veterinary Clients

A client with Dominance (D) as their primary personality trait will be direct, results-oriented, and assertive. To adapt your communication style to fit their personality type, you’ll want to provide clear, concise information, focus on efficiency, and be confident in decision-making. It’s also important to acknowledge their desire for quick resolutions. While you can’t always promise quick resolutions, you acknowledge that they want them and provide clear next steps.

A client with Influence (I) as their primary personality trait will be enthusiastic, persuasive, and people-oriented. To adapt your communication style to fit their personality type, you’ll want to be sociable, build rapport, and engage in friendly conversations. Offer a positive and optimistic outlook on treatment plans and outcomes during appointments.

A client with Steadiness (S) as their primary personality trait will be patient, empathetic, and a team player. To adapt your communication style to fit their personality type, you’ll want to approach them with a calm demeanor, express empathy as needed, and provide detailed information (diagrams are especially helpful with these clients). Address their concerns and emphasize the stability and care provided.

A client with Conscientiousness (C) as their primary personality trait will be detail-oriented, analytical, and systematic. To adapt your communication style to fit their personality type, you’ll want to be thorough in explanations (again, diagrams would be helpful), provide data and evidence (this is where scripts that are taught in our Core Curriculum are helpful), and offer a structured plan. Acknowledge their need for accuracy and attention to detail.

Strategies for Veterinary Hospital Administrators

As the hospital administrator, you know that your hospital is only as successful as your teams. Here are some strategies to improve client communication in your hospital.

DiSC-Informed Training for Client-Facing Staff

Equip receptionists, client care representatives, and other client-facing staff with a basic understanding of DiSC traits. This knowledge empowers them to adapt their communication styles based on client cues. This could be done by enrolling them in our free Fundamentals Curriculum.

Client Communication Workshops

Conduct workshops for veterinary administrators and veterinary teams to enhance their communication skills. Share scenarios and role-playing exercises that simulate various client interactions.

Customized Client Communication Plans and Scripts

Develop personalized client communication plans for each administrator based on their DiSC profile. This ensures consistency and authenticity in client interactions. Our Core Curriculum can help with this.

Feedback Loops

Establish feedback mechanisms to continually refine communication strategies. Encourage open communication among staff members to share insights and success stories in client interactions.

The Impact on Client Experience

Implementing DiSC-informed communication strategies in client interactions can yield profound results. Clients are more likely to feel heard, understood, and valued when administrators adapt their communication styles to align with individual preferences. Trust is built more easily, leading to improved client satisfaction, loyalty, and positive word-of-mouth referrals. In conclusion, extending the knowledge of DiSC profiles to client interactions is a strategic move for veterinary hospital administrators. By recognizing and adapting to the diverse communication preferences of clients, administrators can create a more positive and personalized experience, ultimately fostering lasting relationships and contributing to the overall success of the veterinary hospital.

Corey Smith, MBA

Corey Smith, MBA

I have come to veterinary medicine from a truly non-medical and non-veterinary path. With early roots in 4-H and, as a youth, owning 4 horses, 2 ponies, 2 dogs, 1 cat, 1 sheep, a whole slew of rabbits, and even a giraffe (that’s a story for another day), I am decidedly not a veterinarian. I'm a businessman, marketer, and talented coach. Whether I'm coaching in business, marketing, or helping leaders understand how their personality affects their interpersonal and client relationships, my goal is to help leaders be the best they can be.

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