Patience in the Face of Unpleasantry

We are all human, and we all have bad days. Anyone who has ever worked in a service industry, be it retail or reception, knows this all too well. No matter how efficiently or attentively one strives to do their job, it is inevitable that the occasional difficult caller will come our way. The importance of dealing with angry and upset clients cannot be overstated. It is the pivotal moment where a client’s opinion of your practice can become a moment of redemption, or an experience which leads to the loss of their patronage, and maybe more. The advent of online reviews necessitates that we treat every client with courtesy and patience, even if that is not immediately extended to us.

It’s one thing to be upset about a minor inconvenience, like the wrong sandwich or delayed shipping on a splurge. However, when the health of someone’s beloved pet is what’s at stake, the tolerance for missteps and misinformation will inevitably be drastically decreased for callers in distress. The first step towards solving these issues is prevention, by ensuring you have enough staff on hand who are properly trained and genuinely invested in the care they provide. As pet owners ourselves, it’s second nature for us to put ourselves in our clients shoes, and to make sure things are handled properly the first time.

However, as we have already addressed: we are all human. Mistakes are an inevitable part of life. When they occur, we are dedicated to resolving the issue honestly, accurately, and empathetically. Sometimes, we don’t have the answer someone wants. Sometimes, we need to research the root of the problem and ask a client’s patience while we work to achieve results. While we’d love to have the ability to immediately placate every complaint we receive, we recognize that the best solution is not always instant or easy. We’re committed to taking the right steps with every call we receive, and following up appropriately, so that we can achieve the best possible results for our clients and their precious companions.

Patience is a virtue, and this could not be more true than in an office where lives are at stake. If your clinic is facing an influx of upset clients, or angry callers who have left multiple messages, we would love to help turn your upset clients into satisfied, return clients. You’ll be amazed at the difference an extra team of dedicated and compassionate office professionals will make.