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Dealing with the informed client

KNOWLEDGEABLE clients can give as much as they take from veterinary practice, but sometimes they arrive in disguise. If your heart sinks at the sight of an eager face, beaming above a sheaf of website print-outs, read on - you could be missing out on an opportunity. John Chitty explains how such visitors, correctly handled, can become ideal practice clients and valuable sources of information in themselves.

John Chitty graduated from the Royal Veterinary College in 1990 and joined the Strathmore Veterinary Clinic in Hampshire, where he has a large avian/exotic pet/zoo animal caseload. He holds the RCVS certificate in zoological medicine. As well as being the UK representative to the board of directors of the Association of Avian Veterinarians (AAV), he is secretary to the European Committee of the AAV. He is co-editor of the second edition of the BSAVA Manual of Psittacine Birds.