Back Office Blunders

September 22, 2017

Based on true tales of unusual client interactions in the exam room (and beyond).

From anti-vaxxers and pet psychics to groomers who perform "dentals," check out the Firstline series that highlights the strange-but-true experiences you face every day in the exam room.

Back Office Blunders, Episode 10: Prescription predicament

If your team can't give clients a clear message, there's little hope of compliance (and pet wellness).


Back Office Blunders, Episode 9: The overeager educator

Enthusiasm is a great trait for veterinary team members … as long as they don't overwhelm pet owners.

Back Office Blunders, Episode 8: I tawt I taw a putty tat!

A pet owner coddles her kitty ... to the point of hysteria.



Back Office Blunders, Episode 7: Run along and do your doctor stuff

Veterinary technicians can perform many high level tasks in the hospital. If they're allowed to.


Back Office Blunders, Episode 6: Breeder knows best

“My breeder planned my French bulldog's anesthesia and surgery with a little help from Dr. Google.”

Back Office Blunders, Episode 5: Cell phoned #obnoxious

A client puts the veterinary team on hold as she takes calls and selfies with her pets and snapchats her way to infamy.

Back office blunders, Episode 4: "My groomer does my dog's dentals"

Like a sore tooth, some conversations with clients are downright painful-especially when you discover who they've been trusting with their pets' oral health.

Back office blunders, Episode 3: Is there life on Mars?

A very confused client can blast a diagnosis conversation into the stratosphere, leaving you in thin air.


Back office blunders, Episode 2: Talk to my pet's psychic

What would you do if a pet owner refused to give a medication because their pet's psychic said Fluffy didn't like the medicine? Watch how this team blundered.

Back Office Blunders, Episode 1: Celebrity vaccine recommendations

Disaster strikes during a routine veterinary appointment when the client resists the practice's vaccination recommendations. What would you do?

What strategies do you use to handle these pet owners? Share your ideas by emailing or posting in the comments below. (Note: You must be signed in to comment.)