Solutions for spoiled veterinary clients

Clients can be demanding. And this actually may be a positive sign for your practice—because pet owners think you can deliver everything they expect. Of course, this doesn't mean it's easy to be on the other end of their expectations. So what do you do?

If you can stand it, spoil your clients more

Consider these steps to take your service to the next level:

> Ask yourself how you can exceed expectations. Make a list of ways to go above and beyond with your client service and care.

> Set your goal to make every client walk away as raving fans. You want them to share with their friends and family how great your services are because you spoil them so much—even when they're cranky and they know it.

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If clients are spoiling your practice, try to remember these tips

If your spoiled clients are truly wreaking havoc on your team, practice these steps:

> Recognize the "having a bad day" clients and let go of the bad feelings they leave behind. These out-of-sorts people may say things that are downright hurtful. Use your perspective to let it go. Reward yourself with a short break or a cup of coffee, and remind yourself that you're good to clients—even those who are having a bad day.

> Try to be happy. If you approach the next client with the cheerful attitude, that happiness you're trying to project will become genuine in no time.

> Follow up with angry clients. A "thinking of you" note or a followup phone call shows you care and want the client's experience at your practice to be everything they expect.

> Retrain bad behaviors. For example, Mrs. Smith insists you always let her pay for dog food later. You say she must pay at the time of purchase, and she continues to push. Make arrangements with a practice manager or leader to back you up. If Mrs. Smith insists, you can say, "Let me check with my manager." When your manager agrees, Mrs. Smith will often accept your word.

Say this, not that

Don't say, "No." Instead, reframe your answers to focus on what you can do for them—how you can say "yes."

Do say, "Here's how I can help you." For example, "No, Dr. Cares can't see Fluffy today" becomes "Dr. Cares will want to see Fluffy. I can schedule you an appointment for 10 a.m. tomorrow."

Don't say, "Our policy says we need to see Rex before we can sell heartworm preventives." Clients don't care about your policy. Phrases like this often trigger clients' anger.

Do say, "I'm so glad you called, Mrs. Smith. It's been a while since Dr. Cares has seen Rex. Let's get you scheduled for a checkup to make sure Rex is still feeling great. We'll do a heartworm test to make sure Rex can continue heartworm preventives safely. It's also a great chance for us to check up on Rex's health and address your concerns. I have appointments this week on Tuesday at 3 p.m. and Thursday at 6:30 p.m. Which of these times works best for you?"