October 9th 2022 Update: I’m working on an overhaul of my workflow and I may no longer be using, or in the process of transitioning from, some of the tools mentioned. But there is still lots of good information in this post!
The few times I’ve mentioned virtual consultations on my social media I’ve received lots of comments and questions. Most comments were about wishing they could do that, or concerned about charging the same amount of money. I totally charge my normal rate, because they are getting the exact same thing as if I was there.
When I first started teaching private lessons I was working for another company. The Initial Consultation process for a new client was:
- Travel to the home
- That brought a whole different set of challenges
- Rhode Island geography is weird. It can take 30-40 minutes to go 12 miles depending on time of day and part of the state you are going to.
- The current pothole/crater situation
- RI also has the WORST drivers in the USA
- That brought a whole different set of challenges
- Have the dog jump all over me
- Or bark the whole time
- Or hide
- Or a combo
- One time a dog only wanted to hump my leg
- Ask questions and try to take detailed notes about the dog’s history while dealing with the above
- Have the client sidetrack me multiple times trying to get me to “train the dog” right there when I didn’t even really know what we were dealing with
- The client wants to show me the problem behavior
- Have the dog distract us multiple times
- Family members coming and going
- Leaving feeling like nothing was accomplished
- Struggle reading my notes
- Losing my notes
Not efficient or productive.
When planning to go out on my own I had already decided I was not doing that again. I don’t need to see the behavior (for real) and I felt this time should really be for the client to talk to me about what they are struggling with, without distractions.
At the same time we started going into lockdowns due to covid-19. This was as good a time as any to make this part of my workflow.
I created my own intake form that I require new clients to complete first, before they can even schedule their consultation. It’s not specific to any type of behavioral issue but I think it does a good job of capturing the information I need to create follow up questions for our consultation, and start putting together a behavior & training plan.
While everyone was using Zoom I went with Google Meet. I was already using Google Workspace, and the paid version of Meet was cheaper than Zoom and allowed me to record meetings.
Recording the meetings is a big deal for me. We already know my relationship with note taking. Now I don’t have to worry about writing or typing notes.
Update: I just started using the Otter.ai browser plugin to transcribe in real time. This saves me a step from having to upload it.
If I need to go back to the consult for anything I usually start with the transcription since it’s easier to search for keywords. I also provide a copy of both to the client.
Side note: If it’s not in your budget to use the paid versions of Google Meet or Zoom to be able to record your meetings, you can use software like OBS Studio. It will also record your screen & audio which would allow you to use any video conferencing app.
By the way, I’m not saying you can use OBS to record those webinars we’ve impulse-purchased that have expiration dates and we have no idea when we’ll watch them, but it does record your computer screen and audio so make of that what you will …..
Acuity integrates with Google Meet by creating the meeting link when scheduling the appointment and adds it to the confirmation email.
As for the consultation itself, it begins with a presentation (using Canva because Google Slides is crap) that introduces some of the concepts that we’ll be talking about during our time together. I go over expectations, breeds, enrichment, reinforcement, training, training gear, etc etc. It takes about 30 minutes.
From there I move onto the notes that I put together from their intake form. I’ll have follow up questions, specific things to discuss like management they should start implementing, calling vets, purchasing snuffle mats or muzzles, etc.
I actually call it a script and it does a good job keeping me on track. I go off script occasionally but that is why I schedule for two hours.
While I put this script together I’m working on a behavior & training outline to provide to the client. I copy/paste certain parts of the script to create the outline with links to my resources website.
Right now I make one for each consultation. It can take up to two hours to put this together, especially if I have to research the breed or maybe a medical condition that the dog has. I actually don’t hate this part. But I am currently working on a template with the more common parts to cut down on the work because summer is coming and I have a fairly large garden to care for!
How do clients feel about this? Mostly the concern is about not getting it to work because they think they aren’t tech savvy. Or they don’t understand why I don’t need to see the behavior. Or the whole virtual thing isn’t their thing.
Many of the people reaching out to me have dogs that struggle with new people in the home. Why subject them to that type of stress for two hours when we have the capability to meet and talk without having to physically enter the home? When I explain it that way it helps get them on board.
Final Thoughts
Some of the people I work with are extremely embarrassed by their dogs behavior. They think it is a reflection of them and how they have cared for their dog, and in some cases their home. This format makes a HUGE difference by setting up the environment so the humans are successful.
For dogs that have problems with new people, we will talk about how we are going to have the initial greeting before we wrap up. I’ve had families give me a virtual tour of the home so we can come up with management ideas. I never run out of things to talk about.
Personally I don’t see any downside to this. It might feel odd at first, but it gets easier. I feel like my consults just get better each time. Embrace the technology!