On today’s episode, we switch from dealing with toxic staff and open up a conversation about toxic clients and how to handle those difficult conversations. You’ll hear from international consultant and The Jerk Researcher, Dr. Cynde Courtney and Founder & Lead Positive Change Agent of Flourish Veterinary Consulting, Josh Vaisman. Dealing with difficult clients at your clinic is stressful for you and your staff. How do you assess and what do you do? What can you say to deescalate anger or annoyance? The ultimate goal is to find a way to make it right in the midst of frustration and reach a level of understanding. It's important to avoid reactionary responses, remove any biases, actively listen, and remain genuine. We discuss ways to empower these types of clients and how to prepare your staff for these interactions to protect their own well-being.
Be sure to use these resources below that were discussed today from our guests to help you navigate client communication. Subscribe to this podcast today to never miss an episode, and share with your veterinary colleagues!
Flourish Veterinary Consulting
https://www.flourish.vet/
The Jerk Researcher
https://www.thejerkresearcher.com/
Code of Conduct AVMA News: https://www.avma.org/news/fight-contagious-toxicity-write-code-conduct-clients-and-clinic
Chelsea Jankowski of Family Pet Health Center in South Bend, Indiana (Idea around coming up with ideal client first and then working backward to the boundaries they want to set) https://familypethealthcenter.com/
Caitlin DeWilde's Social Media Marketing for Veterinary Professionals: https://www.amazon.com/gp/product/B0B92HRJQP/ref=dbs_a_def_rwt_hsch_vapi_tpbk_p1_i0 OR https://www.thesocialdvm.com/book