Addressing Veterinary Client Conflicts Through Better Communication
Emotions, medical complexities, and financial concerns can leave veterinary clients sad, frustrated, embarrassed, or angry. When emotions boil over, client conflict can result. Team members should learn basic de-escalation skills to successfully navigate veterinary client conflicts in a way that preserves relationships and prevents reputation damage. These skills can also help them approach client interactions with empathy and grace. Here, we focus on veterinary client conflicts, why they develop, and how they should be addressed.
Why veterinary client conflicts arise
Client conflicts can result when emotions and expectations collide. Common factors that contribute to client outbursts or accusations include:
1. Financial concerns
Clients struggling to afford necessary veterinary care may feel guilty, frustrated, or helpless. Sticker shock or poorly communicated cost expectations can make clients angry or accuse the practice of “being in it only for the money.” Underlying the client’s anger is usually frustration about the cost of their pet’s care or embarrassment that they cannot afford to pay.
2. Mismatched expectations
Clients may agree to a test, procedure, or treatment expecting a quick fix or a guaranteed solution. When that doesn’t pan out, they may feel misled, forced to spend unnecessary money, or that the diagnosis was incorrect. Although veterinary professionals understand medicine’s inherent uncertainty, pet owners often need clear communication about that reality.
3. Emotional distress
Pet owners receiving bad news about their pet or dealing with a chronic pet illness can feel strong emotions, such as anger or distress, that can lead to outbursts or unreasonable demands. This is especially true when other factors, like finances and family responsibilities, come into play.
4. Communication breakdowns
If miscommunication, or lack of communication, leaves clients feeling out of the loop, they may make assumptions—possibly, incorrect assumptions. Communication is vital for setting realistic expectations and timelines and ensuring clients have the information they need to make informed pet care decisions.
Strategies for resolving veterinary client conflicts
Equip your team with the following strategies for managing difficult interactions and resolving veterinary client conflicts.
1. Assume good intentions
Clients don’t become angry or emotional for no reason—they only want what’s best for their pet. Instead of believing clients are being difficult on purpose, give them the benefit of the doubt and assume their intentions are good and they are trying to advocate for their pet. Changing your mindset can keep you calm and empathetic.
2. Address the facts
When clients are upset, try to figure out the root of their concern. Ask open-ended questions and convey that you want to help, but you first need to understand the problem. Focusing on the facts draws attention away from emotions and leads to a constructive conversation between both parties.
3. Assess your involvement
Self-reflection can be challenging, but team members should determine whether their actions or words may have contributed to the conflict. You can more easily blame the client who flew off the handle rather than address the fact that you have attitude or communication style problems. Both parties likely played a role in creating conflict, and the first step toward resolution is this recognition.
4. Acknowledge concerns
Moving forward from a conflict can be difficult if you don’t feel heard or understood. Simply acknowledging and validating how a client feels can help them calm down and become receptive to problem solutions. Statements like, “I understand this is frustrating for you,” or “I can see you’re upset,” help clients feel better even if you can’t completely fix the situation.
5. Set boundaries
Team members who face client aggression or abuse must remain calm and avoid making the situation worse. If a client crosses a line, let them know you will continue the conversation when they are respectful. Set consistent boundaries to protect team members and ensure clients understand what is and isn’t acceptable.
6. Work toward solutions
Once the client calms down and you’ve identified the underlying problem, try to find a reasonable solution. If clients are upset about finances, perhaps you can offer payment solutions. When a case outcome doesn’t meet a client’s expectations, offer to consult a specialist. You may not offer an ideal solution, but the client will see that you’re serious about solving the problem.
How teams respond to veterinary client conflict can leave a lasting impression, with long-term implications for the veterinary-client-patient relationship. Managing difficult client situations with professionalism and empathy can help keep the peace and ensure a positive environment for staff and hospital patrons. Setting and enforcing boundaries can help diffuse situations, ensure team members and clients feel respected, and set the stage for better patient and client experiences.
