The 5 types of difficult clients and how to handle them, plus when enough is enough
Most veterinary professionals have dealt with difficult clients at one point or another during their career. However, is there a way to work with them to make the visit easy for everyone? According to Lauren Smith, DVM, to work with these clients, it is best to diagnose what kind of difficult client they are, that way, you and your team can better understand why the client.
On this episode of The Vet Blast Podcast, Smith and Adam Christman, DVM, MBA, review how she diagnoses clients and the 3 basic rules she follows at her clinic to decide when it is time to let a client go.
Below is a partial transcript. Listen to the full podcast for more.
Lauren Smith, DVM: I've kind of come up with myself 5 kind of broad classifications of difficult clients because I think, just like when you're dealing with medicine, it's easiest to come up with a treatment plan when you have a diagnosis, when you know what's going on. So the first thing that you want to do when you're dealing with a difficult client is diagnose what the problem is, and then that's going to help you get to your treatment plan. So for me, I've kind of come up with these 5, basic, the most common types that you will see.