• DVM360_Conference_Charlotte,NC_banner
  • ACVCACVC
  • DVM 360
  • Fetch DVM 360Fetch DVM 360
DVM 360
dvm360 | Veterinary News, Veterinarian Insights, Medicine, Pet Care
dvm360 | Veterinary News, Veterinarian Insights, Medicine, Pet Care
By Role
AssociatesOwnersPractice ManagerStudentsTechnicians
Subscriptions
dvm360 Newsletterdvm360 Magazine
News
All News
Association
Breaking News
Conference Coverage
Education
Equine
FDA
Law & Ethics
Market Trends
Medical
Politics
Products
Recalls
Regulatory
Digital Media
dvm360 LIVE!™
Expert Interviews
The Vet Blast Podcast
Medical World News
Pet Connections
The Dilemma Live
Vet Perspectives™
Weekly Newscast
dvm360 Insights™
Publications
All Publications
dvm360
Firstline
Supplements
Top Recommended Veterinary Products
Vetted
Clinical
All Clinical
Anesthesia
Animal Welfare
Behavior
Cardiology
CBD in Pets
Dentistry
Dermatology
Diabetes
Emergency & Critical Care
Endocrinology
Equine Medicine
Exotic Animal Medicine
Feline Medicine
Gastroenterology
Imaging
Infectious Diseases
Integrative Medicine
Nutrition
Oncology
Ophthalmology
Orthopedics
Pain Management
Parasitology
Pharmacy
Surgery
Toxicology
Urology & Nephrology
Virtual Care
Business
All Business
Business & Personal Finance
Hospital Design
Personnel Management
Practice Finances
Practice Operations
Wellbeing & Lifestyle
Continuing Education
Conferences
Conference Listing
Conference Proceedings
Resources
CBD in Pets
CE Requirements by State
Contests
Veterinary Heroes
Partners
Spotlight Series
Team Meeting in a Box
Toolkit
Top Recommended Veterinary Products
Vet to Vet
  • Contact Us
  • Fetch DVM360 Conference
  • Terms and Conditions
  • Privacy
  • Do Not Sell My Information
  • About Us

© 2023 MJH Life Sciences and dvm360 | Veterinary News, Veterinarian Insights, Medicine, Pet Care. All rights reserved.

Advertisement
By Role
  • Associates
  • Owners
  • Practice Manager
  • Students
  • Technicians
Subscriptions
  • dvm360 Newsletter
  • dvm360 Magazine
  • Contact Us
  • Fetch DVM360 Conference
  • Terms and Conditions
  • Privacy
  • Do Not Sell My Information
  • About Us
  • MJHLS Brand Logo

© 2023 MJH Life Sciences™ and dvm360 | Veterinary News, Veterinarian Insights, Medicine, Pet Care. All rights reserved.

8 keys for calming cranky clients

June 1, 2011

8 keys for calming cranky clients

Dealing with difficult clients? It's important to remember that they're people with needs. Determining and addressing that need is one of the most effective ways of managing difficult situations. To be successful, keep these tips in mind:

1. Stay calm. The instant you recognize a challenging situation, take your professionalism up a notch. Take a deep breath. Put a smile on your face—a genuine smile. Speak slowly and clearly, and do your best to serve this client well.

2. Speak with confidence and competence. Believe in yourself and your abilities. Put your shoulders back and make appropriate eye contact. Infuse your voice with a pleasantly firm tone that communicates your authority and expertise.

Advertisement

3. Try to understand and resolve the problem. When a client speaks, actively listen. Hold respectful eye contact, close your mouth, and be attentive. Ask clarifying questions when necessary. Make every effort to see and understand things from the client's point of view—don't immediately assume she's wrong. Communicate your intent to resolve the issue.

4. Be empathetic. Don't be afraid to say, "I can see why this is upsetting to you." You don't need to take blame, but it's important for clients to feel you're working to help them resolve their challenge.

5. Resist defending the practice. Arguments create a win-lose scenario. If the client is the loser, the pet and the practice will also suffer. Instead, work to create a win-win ending, in which the pet receives the needed service.

6. Depersonalize the situation. Minimize "we-you" talk; focus instead on the problem and its resolution. For example, don't say, "We require preanesthetic testing and you need to agree to it." Rather, try, "Preanesthetic testing ensures that Angel is healthy enough to undergo anesthesia."

7. Stay positive. Always believe that a resolution is possible. Detach your emotions, if necessary, and focus on finding a solution.

8. Check back to check up. Make a follow-up phone call to ensure clients are satisfied with the resolution to their problem. If they're still experiencing troubles, this is a great time to continue partnering with them in resolution.

Related Content:

Client Relations & Marketing
Hiring employees in line with your brand
Hiring employees in line with your brand
How to discuss finances with clients
How to discuss finances with clients
Treating patients with spectrum of care in mind
Treating patients with spectrum of care in mind

Advertisement

Latest News

FDA approves generic drug for managing allergic dermatitis in cats

CBD provides one mustang with a second chance

Thriving when life is hard

Hospital design expert shares his favorite design element

View More Latest News
Advertisement