• Hero 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
Education
Equine
FDA
Law & Ethics
Market Trends
Medical
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
Buying or Selling a Practice
Hospital Design
Leadership & Personal Growth
Personnel Management
Practice Finances
Practice Operations
Technology
Wellbeing & Lifestyle
Continuing Education
Conferences
Live Conferences
Conference News
Conference Proceedings
Resources
CBD in Pets
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.

Put rude client behavior on hold

July 1, 2012
Melody Heath, DVM

If cellphone use is becoming a nuisance in your practice, you're not alone.

Today it happened again. I entered an exam room and found my client chatting away on his cellphone. He smiled and pointed at his cat. Now, back when I was more tolerant and my salary wasn't linked to production, I might have waited patiently for him to finish his call. Today, I returned the smile, nodded, and headed to the next room. Consequently, I've conjured up a few solutions to keep cellphone conversations out of exam rooms.

Dr. Melody Heath

CREATIVITY COUNTS

Advertisement

The obvious first step: Post signs asking clients to turn off their cellphones. You'll need to post multiple signs in strategic locations throughout the clinic, as some clients are too busy talking, texting, e-mailing, browsing the Web, or gaming to notice the sign you've conveniently posted at the reception desk.

Confiscation could be your next course of action. Receptionists could take cellphones at check-in and store them in a secure container behind the front desk. However, I'm already anticipating the acute separation anxiety this would cause as we temporarily disconnect clients from minute-to-minute communication with the world. Add to this the liability of misplaced or stolen phones, an increased workload for your receptionists, and the fact that some clients seem more willing to part with their keys or their children than with their costly personal electronic devices. Maybe this approach isn't so good.

Alternately, when you enter a room and find your client talking on her phone or she answers a call in your presence, hand the client a card with printed instructions to call the front desk when she becomes available. The receptionist (sorry, more work) will inform the client that the staff will see her when they become available. Unfortunately, your clients are now dictating the schedule.

The opposite approach is to exit the exam room and ask your receptionist to call the client. There's a slim chance she won't answer call waiting, but it's more likely she will.

Want to get their attention quickly? Remove the pet from the room and head for "the back." Most pet owners become curious or concerned and will emerge from the room momentarily.

An even more productive approach: If clients continue to talk on their phones in your presence, assume they want optimal care for their pets and go ahead with all recommended procedures, testing, and vaccinations. Consider inserting a covert aggravation fee somewhere in the bill. You may initially get a few objections, but I guarantee that these clients will be attentive on future visits.

A more business-savvy option is to have clients sign a waiver stating that if they choose to use their cellphones during their allotted appointment, they will continue to be charged appropriately for the doctor's time. Attorneys wouldn't stop the time clock, would they?

WHEN ALL ELSE FAILS

I realize that none of the above solutions are actually viable, so I'm considering teaching a course on cellphone etiquette. Don't get me wrong. I can appreciate the skill of people who can text blindly inside of sweatshirt pockets or talk on their phones while holding a cat and paying the receptionist. But common courtesy is uncommon, and cellphone etiquette is appalling. I'll teach potential clients the basics: You're not obligated to be available 24/7. Bystanders really do not want to hear your personal conversations. A cellphone on the table implies you're ready to communicate. The person in front of you deserves an active listener and takes precedence over unseen callers. Lastly, the world will not self-destruct if your cellphone is turned off for a few minutes. Then again ... has anyone ever tried?

Dr. Melody Heath is an associate veterinarian and freelance writer in Hickory, N.C. Please send questions or comments to ve@advanstar.com.

Related Content:

Client Relations & Marketing
Overcoming language barriers with diverse veterinary staff
Overcoming language barriers with diverse veterinary staff
Industry leaders launch Positive Pet Care Guide
Industry leaders launch Positive Pet Care Guide
Navigating emotionally charged conversations
Navigating emotionally charged conversations

Advertisement

Latest News

Pride, representation, and inclusion in vet med

Partnership to promote diversity in veterinary medicine and more

Morris Animal Foundation accepting canine cancer research proposals

AI-enhanced MyLabX90VET ultrasound system unveiled

View More Latest News
Advertisement