Despite doing our level best and going above and beyond in our work, every veterinarian will encounter an angry client. How we deal with the client, and how they deal with us is highly individual — depending on the specifics of the situation — but here are some guidelines that can help.
Do not ignore their anger, especially if it is escalating. Acknowledge it and allow them a chance to be heard. Asking them simply to let you know what’s bothering them, opens the discussion and let’s them know you value them as a client.
Their anger may be directed at you, but it could stem from fear or overwhelm or something entirely unrelated to you or even their pet.
So, listen, and when you can, empathize. The first step is giving them the floor and then, of course, making sure they knew they’d been heard.
Do not assume the client / veterinarian relationship is over. Just because your client is angry doesn’t mean you’ll never see them again. Instead, work with that client as if you’d have an ongoing relationship with them for eternity.
This means, do not simply accept or tolerate verbal abuse for the sake of getting through that appointment. You had a reason for doing what you did, suggesting what you suggested or charging what you charged.
So, be respectful — and encourage them to do the same — and, after allowing them to feel heard, look for ways to educate them out of their anger.
Finally, don’t shy away from “firing” a client who is perpetually angry, especially one whom you and / or your staff dread seeing on your schedule. One of the most empowering things you can do to BOOST the financial qi in your practice is to let go of toxic clients.
I will simply let them know that I don’t feel that — due to their behavior and interactions with my staff — I can’t build an effective veterinarian – client – patient relationship with them and will (of course) send their records to any other veterinarian of their choice.
If you’d like my email template for this exact situation, please email me and let me know. TheCaringVet (at) gmail — dot– com.