The firing line

Here are some reasons that either solely or in combination may make firing a client desirable.

Verbal abuse of the staff

This form of abuse is not to be tolerated. Your staff will respect youmore than you can possibly imagine if you will stand up and forbid thisbehavior on the part of any client. It is common for a client to be "two-faced"-sweet-talkthe veterinarian in the room and then abuse the staff at the desk. Ask yourstaff to keep you informed of any problem clients. It helps to documentthese occurrences in writing somewhere in the back of the chart. You shouldaddress this issue in private with the client. If the client continues thenthis client is to be fired.

Non-payment of services

This client is stealing from the staff and the hospital. After workingout a payment plan with an owner and payments are not rendered over a specifiedtime, staff or the veterinarian should make a phone call. If there is nota good faith effort on the part of the owner to pay, then grounds for dismissalexists-preferably by registered mail. Going through the harangue of an attorneyand a collection agency is often unrewarding and upsetting for everyone.These clients are best removed quickly, as they tend to put scars on yourheart for no reason. Let them seek services elsewhere. A portion of thiskind of people make a "living" out of kiting their way throughlife.

Unwillingness to work with the veterinarian

Some people cannot be pleased. A sit down talk with the client is necessaryto make sure the client understands what you require as part of the partnershipin the healing process for their pet. A few clients think that the veterinarianis totally responsible for the outcome of therapy and that they are simplyonlookers. These clients have an unrealistic outlook on veterinary care.

On the other hand, if a client sincerely cannot assist in the processfor emotional or physical reasons, some form of outpatient therapy or medicalboard should be arranged. However, if a client is actively subverting theefforts of the veterinarian through word or deed, such a client should becourteously asked to seek veterinary services elsewhere for the sake ofboth parties.

Playing one veterinary hospital against the other

This is all too common. I was called away to visit an injured horseat a barn several years ago only to arrive in the driveway at the same timeas another veterinarian. As we pulled our gear from the truck and beganto minister to the horse we suddenly realized that we were both called tothe same emergency. To make matters worse, within minutes the client's"real veterinarian" arrived. The client shrugged and told usboth that our services were no longer needed. I did not have the opportunityto fire that client. She was not an established client anyway.

Small animal clients may jump from clinic to clinic seeking to find "getwell quick" solutions for chronic ear and skin conditions (or evencancer). These clients exaggerate either the prowess of the other veterinarianor try to flatter the next DVM into inappropriate therapy. Either way theseclients should be shown the door if they continue to play the field in adevious manner.

Abusing staff and veterinary time

Clients should be gently asked to respect the time of staff and veterinarians. Sometimes it becomes vital that certain clients not be allowed to makelate afternoon appointments or talk endlessly on the phone with staff.

I once had a client who specifically asked for the last appointment ofthe day in order to stay and ask endless questions of the veterinary staff. Many times the front desk could not be closed for as long as an hour afterclosing because of this person.