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Take a few minutes to dial up your behavioural science superpowers.

You’re midway through a consultation, explaining a treatment plan, when the client crosses their arms and says, “That seems really expensive. Is it even necessary?”

At that moment, how we respond can either build trust, or erode it.

Objections and challenging conversations in veterinary practice are inevitable. Whether it’s about price, the need for an investigation, or alternative treatments, these moments can feel like a barrier that’s tough to overcome. But what if we approached them as an opportunity? A chance to strengthen our relationship with the client?

The way we handle objections can help clients feel heard, reduce defensiveness, and ultimately help them make better decisions for their pets.

The key lies in using a structured approach which is grounded in behavioural science.

Here are some tips from the InsideMinds EASE framework, which is explored in full in our workshops and training:

1. Acknowledge, don’t defend

When we’re challenged by a client with a viewpoint that we believe to be wrong, it’s natural to want to immediately correct them. The problem is though, jumping straight into explanation mode can backfire - people tend to double down when they feel they’re being contradicted.

Instead, it’s more constructive to start by acknowledging their concern. A simple validation of their concerns can lower their resistance and open the door to a more productive discussion – it’s disarming.

For example, if a client says, “I don’t see why this test is needed—my dog seems fine,” rather than countering with the reasons why the test is required, it’s likely to be more constructive to respond with an acknowledgement, such as “I understand why you’d question that - it makes sense to want to know why a test is important before committing to it.”

This small shift will ensure the client feels heard, and will help build connection and trust.

2. Get curious

Sometimes, the first objection a client raises isn’t the real issue. Asking the right questions helps uncover their real concern - whether that’s financial worries, past experiences, or uncertainty about why the approach is the right one.

Using open-ended questions encourages conversation, rather than confrontation.

Good examples of open questions include:

“How are you feeling about these options?”

“What do you feel the ideal outcome looks like?”

“What are your concerns about this approach?”

“What else is on your mind?”

Reflecting back what’s heard reassures the client that they’re being listened to and allows a check that everything has been understood. This approach fosters trust and helps to reduce resistance.

3. Check in, don’t close off

Once some information has been shared to try to shift a client’s perspective, it can be tempting to just close the conversation and move on. Many objections aren’t resolved in a single conversation though, and the discussion may have raised other concerns in the client’s mind. It’s so important to check whether the explanation has helped and invite further discussion, if that’s appropriate.

Questions that help to check in include:

“How does that sound to you?”

“How do you feel about this now?”

As well as providing important information about whether the challenge has been overcome, this approach helps the client feel like an active participant in the decision. Research shows that when people feel in control of their choices, they’re far more likely to follow through.

Handling objections with EASE

Challenging conversations are part of veterinary life, but they don’t have to feel like a battle. When a client pushes back, it’s often simply because they need help making sense of their decision.

By taking a moment to acknowledge their concerns and asking the right questions, resistance can often be turned into understanding. A structured framework for these conversations is a powerful tool to help guide clients towards the best choice for their pet, in a way that feels good for them, and for the vet clinic team.

No conversation will go perfectly every time. But the more we approach objections with curiosity and care, the more confident we become in handling them - and the stronger client relationships grow.

Would you like to help your team handle challenging conversations more confidently? Contact us to find out how we can help.

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