Managing Angry Clients

Dr. Becky Nicholson

In current times, client complaints are frustratingly common. With veterinary clinics and wider society under new pressures, the reasons are clear, but resolution can be challenging. Dealing with angry clients in the most efficient way is important for all concerned.

Who deals with anger?

Have someone senior attend to an angry client. Easier said than done, but resolution can only be reached with someone who has the power to make decisions.

In current times, client complaints are frustratingly common.

Be all ears

You can defuse volatile situations by listening. While listening, be sure to hear what the client’s complaint is – it may not be what you assume.

You can apologize for the situation without apologizing for an error or admitting liability – apologies can help settle anger.

Never take a client’s annoyance personally or participate in an argument. Neither will help control the situation.

Is the complaint legitimate?

Mistakes can happen. If an error has been made, acknowledging it is important. Once things are less emotive, you could thank the client for highlighting an area where your services can improve.

Avoid a blame culture within the practice – change protocols where appropriate and deliver information about those changes, and the reasons for them, to the whole team.

Irrational anger

In many cases, the practice is not at fault and anger is misplaced. Be generous and presume the angry client has a good reason they are short-tempered today. Whilst unrelated anger shouldn’t be aimed at you, understanding can help you to stay cool.

In some cases, understanding will not be enough. Currently, many clinics have waiting lists for new clients. Don’t suffer the stress of a problem client if you don’t have to. Ask rude, abusive, or chronically angry clients to move elsewhere. Keep your team safe – this builds morale, is motivational, and helps reduce complaints.

Becky Nicholson

Becky has worked as a vet in the South West of England since graduating in 2011. Having worked with farm animals and horses in the past, Becky now works solely with pet animals. She particularly enjoys caring for elderly patients and those with long-term health conditions.