It may sound very
strange, but I really do enjoy a good conflict. I just experienced one yesterday with a group of my most
trusted colleagues, and even though it was passionate and uncomfortable at
times, I think we are all better for it.
In veterinary practice,
upset clients are the main source for confrontation and conflict. Even the kindest, most efficient and
most experienced practice will face client dissatisfaction, because no
veterinary hospital is perfect. I
have faced my fair share of upset clients and although they are not always pleasant,
I do enjoy the challenge of confronting their problem and repairing the
relationship with our practice.
How do we look at
an upset client as an opportunity to improve and grow instead of a problem to
avoid?
Let’s remember
that all clients are unique individuals and have different preferences and
needs. One client will be happy to sit and wait in the reception area for 40
minutes on a busy Saturday, and the next will storm out after waiting for
15. One client will happily wait
for your phone call back after business hours, and the next will call back in
thirty minutes and wonder if the doctor forgot about the message that they left
“hours” ago. Because everyone’s
expectations are different, we are bound to disappoint someone in spite of
working diligently to please everyone.
When faced with a
client issue, the best thing that we can do is address the problem as soon as
possible and do so face to face.
Bring them into an exam room and sit in a chair facing them. Take a deep breath and relax. Your body language will make all the
difference, so stay relaxed and do not get defensive. Allow your client to speak freely and actively listen. It will be tempting to interrupt, but
don’t do it. Let them get it all
out. Everything that they are
feeling needs to be expressed before you try to resolve anything. Once you feel that they have told you
the entire story, ask a few questions to clarify that you really do understand
the problem. Most people just want
to be heard. You cannot
change their experience or change the past, but you can allow them to express their
frustrations and work towards resolution.
Also remember that
sometimes clients complain for good reason. Your practice may have a very valid issue that you would not
have realized, if it were not for their complaint. Thank them for bringing the
problem to your attention and give them a sincere apology for the inconvenience. Once you have listened, thanked them,
and given them a sincere apology, ask if there is anything that you can do to
repair the relationship. Assure
them that you will address their concerns with the entire veterinary team. If they feel that they were truly heard
and something is going to change, they will feel validated and less likely to leave
the office upset and retaliate on social media.
If they do
retaliate on social media, be sure to again address their concern, but never
argue with their review. It will
only fuel their fire and make you look bad to boot. Thank them for speaking to you personally to try to resolve
the issue and assure them that you are working on a solution. Ask them to call you again so they know
that you are open to further discussion.
Many times when you follow up with a kind response after you have also been
kind in person they will remove their Internet rant.
My practice is
fabulous and I can confidently say that we have the best veterinary team
anywhere. We rarely have conflict
with our clients, but when something does go wrong I can jump right in and
enjoy the challenge of conflict. I
consider it an opportunity to improve my communication skills and for our
practice to grow; making things better for our clients, patients and veterinary
team.
Conflict
is a part of life, so why not learn to enjoy it?
Dr. Julie Cappel
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