Client communication is a huge part of the veterinary profession. Fortunately most of our clients are lovely, but some are down-right difficult. Learning to manage these clients will help smooth out your day, and decrease your emotional drain.
Client communication is a massive part of the job of any veterinary professional. In order to provide care to the furry, scaly and feathery patients we love, we need to be able to communicate with their owners. We need to be able to connect to owners on an emotional level so they trust us. We need to educate owners on what medical intervention is required so they understand and see value of the tests and treatments we want to perform. And, we need to collaborate with owners on how to best use their financial resources, especially when limited, to try to get the best outcome possible for our patients.
The majority of our clients will be great. They will understand what we need to do to fix their pets, they will pay their bill without complaint, or if they cannot afford treatment they will communicate this respectively and be understanding of the limitations they have put on us. Many of our clients will be incredibly appreciative of us caring for their little (or big) creatures.
However, not all clients will be nice, happy, receptive, respectful, or understanding. Some will be mean, abusive, manipulative, and down-right jerks!
These are some general tips on dealing with difficult clients in general:
1. You Catch More Flies With Honey
Giving every client the benefit of the doubt, and starting off being sweet and empathetic will diffuse most clients without needing to resort to stronger, more confrontational terms.
2. Acknowledge Emotions
Acknowledging that clients are feeling fear, stress, anger, or that the situation is scary or sucks, helps owners recognize that you hear them, and you understand them.
This will help diffuse most client’s fears and stresses, as most strong emotion comes from a fear of being unheard.
3. Mimic Terminology
Mimicking owners’ terminology really helps them feel heard. So if an owner says “Fluffy really gets stressed when he away from us,” mimic their terminology by saying “I understand that you are stressed that Fluffy will have a hard time being away from you, but we will make sure that Fluffy has lots of love and we will take good care of him overnight.”
4. Redirect Anger/Stress
One way to deal with anger and stress that is being directed at you by clients, is to re-direct the emotion to the situation. Use phrases that put you on “Team Fluffy” with the owner, fighting against the illness/injury.
“I know you are scared and stressed, and I am so sorry that Fluffy has this condition. __(ex. Cancer)__ really sucks. I hope we can work together to get the best possible outcome for Fluffy.”
5. Educate
A huge part of our job is education. Educating owners on why particular diagnostics are needed, what the possible outcomes are and how that changes our treatment plan, and what we will do in various situations, shows value to owners. It displays knowledge, strength and confidence, and increases the clients trust in us! This in turn improves how clients perceive us, and how they they treat us!
6. Be Confident
Displaying confidence is vital to instilling trust in clients. Confidence displays a sense on control, and a lot of difficult clients are just scared and stressed and feel out of control. When you display confidence, you take on the position of strength and control that owners need when they feel out of control.
7. Clear and Concise Recommendations
Clear, concise and direct recommendations display confidence, strength and take away any Decision Fatigue that a client might be suffering from. This increases the respect that clients will have for us because it displays professional competence, and this will improve how we are treated. It also increases complicate and patient care!
8. Check In
Clear, concise and direct recommendations display confidence, strength and take away any Decision Fatigue that a client might be suffering from. This increases the respect that clients will have for us because it displays professional competence, and this will improve how we are treated. It also increases complicate and patient care!
