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Managing Expectations: The Art of Finding and Keeping Loyal Clients

EDITOR'S NOTE: Susan Keane Baker was the opening speaker of the symposium on Veterinary Teaching Hospitals and the Future of Clinical Veterinary Medical Education, held in November of 2006 in Kansas City, Missouri. A nationally known consultant on communication in human health care, Ms Baker offered a number of helpful insights on improving veterinarian–client relationships by managing the client's expectations. This article captures some of those insights and provides food for thought.

Key Words: expectations • loyalty • satisfaction • first impressions • service

This article has been cited by other articles:

				J. A.E. Hubbell Veterinary Teaching Hospitals: Current Challenges and Pathways for the Future J Vet Med Educ, January 1, 2008; 35(1): 62 - 65. [Abstract] [Full Text] [PDF]

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