Managing Expectations: The Art of Finding and Keeping Loyal Clients

Abstract

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.