Is Introducing Yourself To Clients Really Necessary?
7 years ago 
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Is introducing yourself to clients really necessary?
This article explores the concept of introductions to clients, and in offering an introduction to the consultation itself. Do we really need to? What are the benefits?
My own omissions
I worked in practice for 12 years as a veterinary nurse, and carried out a lot of nurse consultations in that time, but one thing I don't remember doing on a regular basis was introducing myself to unfamiliar clients in a clear manner. I'm not sure why - I guess I'd never been taught to (my training was a long time ago!) and probably just assumed they knew who I was (I was wearing a badge with my name on after all!).
In failing to do that I also didn't clarify what my role was in that consultation or clinic - whether it be a weight check, an admission, or any other of the multitude of situations we may meet a client.
Open the door, and don't forget to open the consult
Then I began my career in education at Liverpool Vet School, and one of my areas of work was teaching veterinary communication skills to undergraduate vets. We worked to a 'Consultation Model', following a clear framework for a consultation, and the first step of 'opening' was always to offer a basic, but clear introduction. Having seen it in action in the many role-plays that I facilitated, I was ashamed that I had omitted this simple step in many of my own client interactions.
Why does it matter?
So why does it matter? Surely the client knows they booked a consult with a nurse, they know who you are as you have a badge, or your name is on the door, and do they really need to know your name anyway?
The key is to put yourself in the client's position - and think empathically. We've all been to the vets with our own pets, and it's not as easy from the other side of the consulting room table. An introduction makes you human, gives you a name and a personality, and also serves to let the client know the job you are performing on that day. Apart from that, it is just polite - there are not many situations where you wouldn't tell someone who you were if you hadn't met before, so it should certainly be part of the make-up of a veterinary consult.
Then of course, as mentioned, there are so many reasons that clients and their pets may be attending an appointment, and do they always really know what that appointment is for?
Why am I here?
You would think I'd have twigged that maybe I needed to be more overt about the reason for their visit, as all too often a client would say 'oh, I thought you were the vet', or 'I wasn't sure why we needed to come in today'. A very simple introduction such as 'Hello there, my name is Jill - I'm one of the veterinary nurses, and I'm going to be giving Bertie his 2nd vaccination today - is that ok?' will immediately set the scene for the client.
If we're looking at quite a complex appointment, and let's take an admission as an example, then a little 'signposting' won't go amiss either. Many clients, unless they have previously had pets admitted for a procedure, or part of your protocol is to explain this to them BEFORE they come for admission (well done by the way) won't be clear what is going to happen, so it's a great idea to outline this for them, right from the start.
What do clients think?
Well I have to admit to never actually asking them whether they prefer an introduction, however from reading their non-verbal cues, it is clearly appreciated. They usually immediately relax their posture, and you can almost sense their 'relief' that they are dealing with a friendly person, someone who is going to be clear and open, and usually respond with something like 'Hello Jill, yes that's fine' . What a great way to start a two-way conversation!
Providing a point of contact
How often have you heard 'it was the male vet', or 'I don't know her name, but it was the one we saw last time'? Providing clients with a point of contact, and a 'real' person to refer back to is key to creating that rapport with your clients. If they have a question, they can direct it to the correct person, and if they know you (and liked you!) then they can ask to see you next time.
This can also be followed up by providing a little card at the end of the consult with your details on - and advising clients that if they have any questions, then they can come right back to you.
It will work for you too
When I returned to practice as a locum after my teaching experience, I wanted very much to practise what I'd preached, so introducing myself became second nature. I guarantee it will get your appointments off to a better start, help build client trust, and help your clients to remember and appreciate you more.
#hellomynameis
I mentioned this article to my colleague Carol Gray (who tutors our Client Communication course), and she asked me if I had heard of 'hello, my name is'. I had heard if it but not looked at it in detail. It's such an interesting story, and backs up the belief that introductions can make such a difference to the person at the other side of the consultation. Take a look at the story here: http://www.nhsemployers.org/campaigns/hello-my-name-is
This article was written by Jill Macdonald DipAVN (surg) RVN FHEA. Jill worked in first opinion practice as a head nurse for 12 years, then at Liverpool Vet School - where her role was to set up and tutor the Key Skills modules for the vet CertAVP and in support undergraduates in professional and communications skills. She set up ONCORE with a colleague in 2011, and still retains a strong interest in Communication Skills, and is currently working, along with a team of panellists, on a veterinary nurse specific client communication model.
On ONCORE's 'Consultations and Client Communication' course, you will explore 'ten tips to maximise your client interactions', and learn lots of really simple but vital steps to improve the outcomes in client conversations. Whether you're a vet, nurse, VCA or student, the course will enable you to be a more effective and confident communicator.
You can find information on our Consultation Communication course here. (start date 13th March)
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