All businesses must deal with irate customers from time to time. Unfortunately, this is especially true for businesses in the veterinary field. This is understandable. After all, when it comes to people’s beloved pets, emotions can sometimes run high. Therefore, as a veterinary practice owner, it’s important that you have strategies in place for dealing with upset customers. In this article, we provide some tips for responding to an upset veterinary practice client.
The first thing you should do when dealing with an angry client is remain patient. Trying to hurry things along in an effort to quickly resolve the situation will likely further agitate the client. In most situations, an angry client primarily wants to be listened to. So, rushing things along can make the patient feel as if you aren’t taking his or her concerns seriously.
Even if a client is belligerent, it’s important to remain empathetic. Most people consider their pets to be a part of the family, so it’s understandable for them to get upset when they feel like they’ve received poor veterinary service. By keeping this in mind when dealing with an upset client, you’re likely to refrain from reacting in an agitated manner and making matters worse.
When someone attacks your business, it’s natural to get defensive—and angry. However, when a patient becomes upset with you or your practice, you must fight the urge to raise your voice, speak over the patient, or otherwise react in a defensive manner. In fact, you should, at least in the moment, avoid defending yourself and your practice entirely. Instead, you should speak softly and calmly, allow the client to finish, and work to rectify the client’s issue.
Watch Your Body Language
Even if you speak calmly and remain patient with an angry client, your body language can send a different message. Therefore, when addressing an angry client, you should make an effort to avoid defensive or aggressive body language, such as crossing your arms, clenching your fists, or standing with your hands on your hips.
End the Discussion on a Positive Note
Finally, always try to end the discussion on a positive note, even if all you do is tell the client that you plan to closely look into their grievance and get back to them promptly. When ending the discussion, the most important thing you should do is assure the client that it is your goal to solve his or her problem.
Contact an Experienced Veterinary Lawyer
At Mahan Law, we help veterinary practice owners address the unique challenges of the veterinary industry. So, regardless of your veterinary needs, our experienced veterinary professionals have the experience and knowledge necessary to help you with your issues. Please contact us today to arrange a free consultation with a talented veterinary practice attorney.