Veterinary team members learn to manage conflict with pet owners - Firstline
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Client Conflict
Source: FIRSTLINE

When pet owners lie

May 1, 2008

Why do clients pretend they gave medication, swear their pup stays on a leash, or claim their cat never goes outside?

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Our client is obsessed with tests

May 1, 2008

Q. How should we handle a client who seems obsessed with repeating diagnostic tests?

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Payment procrastinators

May 1, 2008

Q. What do you do when clients say at checkout they want to pay later?

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When pets and people behave badly

March 1, 2008

Sometimes pets and their owners share an uncanny resemblance—bad behavior. Use this chart to tackle both species' less favorable features.

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Why clients leave

December 1, 2007

Six pet owners tell their stories about why they left veterinary practices. Learn from their experiences--then use these tips and tools to avoid critical client care mistakes.

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When clients attack

July 1, 2007

When you're faced with savage clients, you need to know which ones you can tame and which ones to release back into the wild.

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10 ways to lose a client

June 1, 2007

There may be 50 ways to leave your lover, but it only takes one of these missteps to send clients packing.

Clients brush off our dental recommendations

November 1, 2006

How do I make a dental recommendation to clients who've refused this care before?

Source: FIRSTLINE

The client said no. Now what?

November 1, 2006

The next time clients refuse care, use this advice from Caitlin Rivers, a Firstline Editorial Advisory Board member and technician supervisor at Metzger Animal Hospital in State College, Pa.: Don't take it personally.

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