The Client is Not the Enemy
There are some really terrible clients who bully, berate, belittle and harass the veterinary team for unjustified reasons. However, most clients are normal, nice human beings who love their pets and want the best for them. Unfortunately, many veterinary professionals have lumped all clients into the "clients are bad" bucket when that is not true. This "clients are bad" mentality has resulted in many complaining about every little thing that a client does wrong. If a client asks about a charge on the bill, it leads to a vet tech complaining about that client for ten minutes. If a client asks to see a different doctor, they are labeled as difficult. We need to stop treating all clients as the enemy. When we learn to embrace clients as part of our team we suffer less frustration and therefore less burnout. I talk about my own change in perspective over my 25 year veterinary career in this podcast.
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