How to avoid a tantrum at checkout
Don't let veterinary clients throw a fit over a bill. Here's how.
Most practices get pushback from clients once in awhile about their fees. This is not a problem. However, I know of some veterinarians who've been so traumatized by a client's yelling and making a scene in the practice that they reduced their fees to the level they thought would appease that pet owner—and every other potential troublemaker who walked through the front door.
The next question I ask these veterinarians is how many other clients didn't complain and, in fact, even thanked the practice for its quality of care and service. These are the clients you want your practice to cater to. You'll never make everyone happy, so please don't reduce your fee schedule because one or two people complained. In fact, if you never hear a complaint, that's cause for concern.
Charge fair fees for what you do, charge for everything you do, and remember that price is only an issue in the absence of value. Enhance the value of your services in your clients' eyes, but don't reduce your fees to the lowest common denominator.
