By Mikkel Becker, CBCC-KA, KPA CTP, CDBC, CPDT-KA, CTC
“Fear Free, it’s what it’s all about. This is why we practice veterinary medicine; this is why clients come back; and this is what makes dogs and cats so happy to see you. And in those cases when they’re not happy to see you… we have some tools and strategies to help.”
That was Dr. Stephen J. Ettinger during a Fear Free lecture track at CVC Kansas City.
To Dr. Ettinger, the difference between practicing with or without Fear Free is simple.
“Without Fear Free, you can practice good medicine, but not great medicine,” he says.
The Fear Free initiative aligns with a guiding principle Dr. Ettinger holds as a standard for providing quality care. It’s stated on a plaque at Cornell: “Life is service. The one who progresses is the one who gives his fellow man a little more- a little better service.”
Service, and the start of a Fear Free relationship with a pet, begins with the client relationship.
When Dr. Ettinger enters the exam room, the most important thing he does before laying hands on the pet is to establish a connection with the animal’s person. Slow down and say hi, he says.
“It’s easy to be in a hurry and to jump right into a pet’s care. But rather than rushing into care, and by extension rushing the dog, take the time to say hi and set a friendly tone before starting care.”
Ask the client with meaning, “How are you?” and truly listen. Then follow up with something meaningful and personal to the individual such as “How was the break?” ‘How are the kids?’ or ‘Did you win the championship?”
“Without Fear Free, you can practice good medicine, but not great medicine.” Dr. Stephen J. Ettinger
Noticing a client as an individual and remembering to follow up on little details about what the person cares about, like their favorite sports team or important relationships with a child or significant other, are ways Dr. Ettinger strengthens relationships with his clients. That personal connection establishes the veterinarian as someone the client can lean on and trust for a pet’s care and opens the environment for the client to openly share concerns about a pet’s health and behavior.
Such conversations also benefit the pet. Conversing about a subject the client cares about can refocus the person’s thinking and ease any trepidation they may be feeling. Better yet, hitting the right subject the person is passionate about can help the client relax, which in turn signals to the pet that all is well and it’s okay to relax.
“If I make a three-way relationship between me, the pet owner and the pet through conversation with both pet and person, the animal will have more trust in me than if I go straight up to the pet and start the exam,” says Dr. Ettinger.
Finally, establishing a congenial relationship is more than making conversation. Body language is important, too. One of Dr. Ettinger’s favorite pieces of advice for encouraging open conversation with clients and staff is to converse “eye to eye” rather than standing over the person. Standing at a higher level puts one person “up on the stage,” creating a professor-student role.
“When it’s time to have that difficult conversation with a staff member or discuss a pet’s healthcare options with the client, pull up a chair to get on the same level as the person. If you’re both standing, encourage the person to sit down with you before you talk,” he says. “Getting on the same level allows for a face-to-face conversation that’s relatable and encourages open sharing.”
