Ask Amy: Handling cranky clients

Whenever a client has a problem, we receptionists are the ones who hear about it. Clients upset over high emergency bills even call us names. We've talked to our manager about how emotionally fried we are, but she never offers suggestions. What can we do to decrease the stress of handling angry pet owners?

—FRAZZLED FRONT DESK

DEAR FRAZZLED:

These complaints are a symptom of a bigger problem: Many clients are unhappy with your practice. The underlying issue is probably poor communication with pet owners about how much services are going to cost.

Clients won't always be happy about the bill—especially in this economy—but they shouldn't be surprised by it, even during emergencies. Your doctors need to talk up front about the costs, give written estimates, and get clear permission from clients to proceed. Some situations require rushed treatment—especially at an emergency clinic—but in 95 percent of cases, there's time to write an estimate and talk to the clients.

If you don't get much cooperation from the owner or the manager on this issue, it might be helpful to say, "A lot of clients seem to be unhappy with their bills. I don't think we're doing a good job communicating what costs will be. I think it might help if we changed our system."

Another idea is to ask for training about how to better communicate the value of your treatments and services as best you can. Training should include sessions on how to diffuse anger, such as moving pet owners out of the reception area to let them vent, and options for how to make things right with clients.

—AMY