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Walking Veterinary Clients Through Critical Decisions

Posted by Cathy Barnette on April 26, 2020 at 7:25 PM

As a veterinarian, you will frequently find yourself helping clients through difficult decisions. 

  • Is it time to euthanize my pet?
  • Should I pursue this expensive treatment for my pet?
  • Which treatment approach is best for my pet’s disease? 

These are just a few examples, but you will likely see many others.

Clients faced with difficult decisions will often ask for your help and support. Even though the decision is fundamentally theirs, your words and actions can help them arrive at a decision that they can be at peace with.

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Topics: Clients, Client Situations, Veterinary Clients, Client Communications

When is it Appropriate to Fire a Veterinary Client?

Posted by Cathy Barnette on April 20, 2020 at 12:14 PM

At its heart, veterinary medicine is a customer-focused business. Animals can’t drive themselves to the veterinary clinic for care; therefore, we must appeal to their owners to ensure that our patients receive the level of care that they need. 

In the name of client service, all members of the veterinary team are expected to tolerate a wide variety of client requests and behaviors. Sometimes, however, these requests or behaviors cross the line from merely annoying to downright hostile or abusive. 

What options does a veterinarian have in that case? Is it actually possible to fire a client?

Fortunately, it is!

Firing a client is a very rare occurrence, but it is an option in extreme cases.

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Topics: Clients, Client Situations, Veterinary Clients, Client Communications, Fire Client

Difficult Client Interactions: 5 Tips for Vet Students

Posted by Cathy Barnette on April 17, 2020 at 12:00 PM

You know what surprised me most when I first became a practicing veterinarian? The number of challenging client interactions I experienced. 

I had this idea in my mind that I would be helping people’s pets and they would appreciate my efforts. Unfortunately, as I soon learned, that isn’t always the case!

Veterinary clinics are emotional places. Even seemingly mild medical issues, like a torn toenail or a cat’s diarrhea, can trigger significant emotional responses in clients. Add in the additional stress caused by unanticipated expenses and this can create a recipe for challenging, confrontational interactions. 

Ultimately, your ability to handle these difficult interactions is just as valuable as your medical knowledge. Here are some tips that will help!

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Topics: Clients, Client Situations, Veterinary Clients, Client Communications

4 Dog Breeding Questions a Vet Should Ask Clients

Posted by Cathy Barnette on March 18, 2019 at 9:00 AM

As a vet, you are likely to encounter a number of clients who want to breed their dogs. There are a variety of possible motivations behind breeding: financial gain, wanting a puppy similar to their own adult dog, the desire to provide an educational experience for their children, and many others.

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Topics: Client Situations, Veterinary Clients, Client Communications, Spay / Neuter, Breeding

 

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