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Picture this: You head home after a long day at the clinic, ready to crash. The day has been especially tiring, but it hadn’t been the poor adorable patients who’d needed help, nor had it been the load of taxing paperwork. It had been the people. Client after client, with all kinds of different questions, problems and demands. Every practice has them: clients who make you want to find a task to do all the way in the back. Who set off a frantic game of rock-paper-scissors amongst the workers to determine who has to deal with them. Anything to avoid another confrontation. In August 2017, surveys were taken from almost 225 veterinary clinic employees, regarding clashes and disputes at work. Almost all respondents said they’ve experienced some manner of conflict within their practice. Clinic workers realized that they had knowingly been engaging in conflict by engaging in unhelpful behaviours, such as raising their voices, yelling at the clients, or giving the silent-treatment to colleagues, i.e. contributing to or fueling a conflict. This means that we are part of the problem. It’s a tough pill to swallow, but the fact is we need each other's help. We need to learn to handle disputes maturely and work towards avoiding it in the first place. Let us take a look at some of the regulars that you find at every clinic, and how to better deal with any problematic behaviour instead of resorting to unprofessional conduct like avoiding them, ignoring them or getting into an argument with them. The Regular ClientThe Regular Client has the best intentions. They visit at least twice a week, with a detailed account of their pet's status, often going beyond their allotted appointment time. They feel familiar enough with you and the staff, to stop you guys if they see you around town, and pepper you with questions. This kind of client sounds exhausting to deal with. However, they are likely some of the top patients at your clinic. Losing them will put a huge dent in your practice's revenue. Tips to handle them:
The Miserly ClientThe Miser wants their pet treated for free. Apparently, they do not have hard cash, or NetBanking or any of their cards on them at the time, and they only inform you of this at the end of the appointment. Now, these clients are a bother, but it is imperative to deal with them as soon as possible because they are taking advantage of your services, resources and time. Tips to handle them:
The Skeptical Client
Tips to handle them:
The Critical ClientThe Critic is rude to the staff and even to other clients. They like to slam anything within sight, including coworkers and other clients. They come in many different shapes and sizes but we’ve all seen them and, inspite of yourself, you may have even let your frustration get the better of you while dealing with them. Tips to handle them:
The Disapproving ClientThis client has something to complain about everytime they walk into the clinic. "Why was I made to wait for so long?" "Where is half of your staff?" "Why have the charges increased?" "Why can't I just use the same medication again?" And (our personal favourite) "Why can’t you tell me what's wrong with my pet without any diagnostics?" Tips to handle them:
The 'Intellectual' ClientThe Intellectual already knows what is wrong with his pet. They have researched the symptoms on Pet WebMD and the signs are the same as when they had brought him in a few years ago. They are sure that they just need a simple prescription. Clients that are not ready to listen to the doctor's advice can be very difficult, but if properly handled, you can reach out to them. After all, if they truly believed they had all the answers, they wouldn't have to come to the clinic. Tips to handle them:
The Panicking ClientThese clients are scary for even experienced vets to deal with. It's an emergency. This client rushes in with their pet, almost hysterical, needing immediate help. But in addition to their fright about losing a beloved one, they're worried about how costly the treatment may be. Some unfortunate vets might even have to hear. “If I can’t pay, you’re just going to let my pet die?” Given that 95% of pet owners consider pets family members; most of them feel the same about their pets’ emergencies as they would their child's. They are often daunted by the thought of being in debt after expensive procedures and treatments and act out. Tips to handle them:
These are a few ways how you can avoid conflict in the workplace, but they're more guidelines than sure-fire methods. Learning how to deal with difficult people is usually something that comes with time and practice. So rather than avoiding going in to work, or hiding in an alleyway when you see a client you recognize walking down the street. Face them and be firm, and you will be a better vet for it! Resources:
1. NAVC Veterinary Solutions for Dealing with Difficult People https://www.youtube.com/watch?v=xGf2OzJ-ANk 2. How to Approach Difficult Situations: It's Not Always About the Medicine Elisa A. Rogers CVT, VTS(ECC) Matthew J Ryan Veterinary Hospital, University of Pennsylvania, Philadelphia, Pa 3. 5 most difficult veterinary clients - Hall Johnson, Debbie Allaben Gair https://www.dvm360.com/view/5-most-difficult-veterinary-clients
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