Veterinary medicine is complex, no matter how experienced you are.
Yet many professionals still feel pressure to have an immediate answer to every client question. What if saying “I don’t know” makes you seem less competent?
Here’s the good news: evidence and experience suggest the opposite. Handled well, honesty can actually strengthen trust and improve the client relationship.
Clients don’t expect perfection
Most clients don’t walk into the consult room expecting encyclopaedic knowledge on every topic. What they’re really looking for is reassurance that their pet is in caring, capable hands.
When a veterinarian openly acknowledges they don’t have an answer yet – and clearly explains how they’ll find it – clients tend to feel supported. It shows you’re taking their concern seriously.
Confidence matters
How you communicate uncertainty is just as important as what you say.
Clients pick up on more than words alone. Body language, tone of voice and eye contact all shape how your message is received. When verbal and non-verbal cues don’t align, clients may start questioning the information being shared.
That’s why it helps to stay calm, confident and transparent. A simple response like “That’s a great question. I don’t have the full answer right now, but I’ll look into it and follow up” can go a long way.
When clients arrive with their own information
More and more clients come to appointments armed with information from online searches, social media or well-meaning friends. So what happens when the advice they’ve found doesn’t align with your recommendations?
Start by pausing and understanding where the client is coming from. Why does this information matter to them? What are they hoping to achieve for their pet?
Pet owners may not have medical training, but they care deeply and want to be involved in decisions about their pet’s care. Acknowledging the effort they’ve made shows respect.
When clients feel heard, they’re more likely to trust your guidance. From there, the conversation can shift toward collaboration – building on what they know, clarifying misconceptions and guiding them toward evidence-based care.
Use your team to support better conversations
Time pressure is real in veterinary practice, but you don't have to manage these conversations alone.
Vet nurses and support staff can help clarify what a client already knows, gather context or flag concerns before the veterinarian enters the room. This makes consultations feel more focused and supportive for everyone involved.
Honest communication builds lasting trust
It’s all about being clear, confident and committed to finding the best outcome for the pet.
With your clinic-branded Vetdesk app, you can continue the conversation beyond the appointment. Share follow-up information, trusted educational content and updates that reinforce what was discussed in the consult room.
👉 Want to make client communication clearer and more consistent?
Discover how Vetdesk helps you support stronger conversations and more confident pet owners – without adding to your workload.
