VN October 2020

Vetnuus |Oktober 2020 24 I hope this article of my column finds you and your families well and safe!!! Lockdown has created a huge range of challenges for life and business. Every practice has them. But a difficult client is not necessarily a detrimental one. Last month we looked at the “Demanding Client”, “The Cheap­ skate” as well as the DOs and DON’Ts that apply. In this instalment we will look at two more types of difficult clients and how to handle them. The Cynic is the one who just got a new puppy, and things are not going well. The puppy chews on everything, barks too much, jumps on people all the time – and do not get The Cynic started on house training! The Cynic has taken his pup to every doctor at the practice, plus a trainer and an animal behavioural consultant. He has been given numerous solutions to his problems, but is full of reasons why those suggestions will not work. AlthoughThe Cynic is a pain, he can be a gift in disguise. By working straightforwardly with him, you can improve your client communication skills and educational abilities. Handling him may require patience and determination, but he has a problem you can solve. If you stick it out with him and resolve his issues, he will sing your praises. The Bully is just plain mean. No one at the clinic has ever seen him/her smile. S/he’s rude to the staff and other clients. They are quick to find fault with everything from the time he has to wait for the doctor to the cost of his cat’s prescription food. They loudly - and sometimes vulgarly - proclaim their opinion on everything and has zero tolerance for other points of view. There is no denying it: The bully is definitely a pain. Your practice – and everyone in it – is better off without him. Influential Life Coaching DIFFICULT CLIENTS – PART 2 Dr Mats Abatzidis B.Sc. B.V.Sc. New Insights Certified VIP Life Coach mats.abatzidis@yahoo.co.za Founder of Influential Life Coaching http://www.matsaba.wix.com/drmatscoach Author of the published book“Life outside your comfort zone. Better and beyond all expectations”. http://www.amazon.com/s/ref =nb_sb_noss?url=search- alias%3Ddigital-text&field-keywords=Abatzidis Blog: https://drmatslifecoaching.wordpress.com/ http://www.life-coach-directory.co.za/mats-abatzidis Vet's Health I Life coaching DO s DON’Ts Focus on task specifics. Speak directly to The Cynic, saying,“We know these solutions do work, without exception.” Get specific about each situation. Go down a list and address each point, if necessary. Do not let him/her believe that there is no solution. You are the expert, and you know he has been given solutions that work. Give your suggestions in writing. Check in with him a few days later to see how things are going and what challenges he is experiencing. Stay solution-oriented and positive. The Cynic will feel your encouragement and have more energy to stick to the suggested program. Do not continue offering alternatives. This communicates a lack of confidence in the solution he has already been given and indirectly reinforces his “victim” status. Talk frankly about compliance. Make sure he’s aware that the responsibility for follow-through is on his shoulders. Let him know that if he does follow through, these methods will work. Dos DON’Ts Be professional. Keep all traces of animosity and antagonism from your voice. Drop your tone of voice. Speak slowly with quiet dignity. Do not be intimidated. Intimidation is the tool The Bully uses to get his way. Do not play into his hands, and do not cave in to his unfair demands. Make The Bully’s visit task-focused. Do not give him a chance to push you around-take care of his needs as quickly and efficiently as possible. The focus is always the pet Do not engage in arguments. You will not change a Bully’s mind on most issues, so do not bother trying. Clarify your expectations. Treat The Bully respectfully and demand the same courtesy. Say, “I am trying to help you with your problem, but when you speak to me so unkindly, I have a hard time staying focused on what is best for Brutus.” Do not take his negative communication personally. The Bully treats everyone in a demeaning manner, not just you. Do not buy into his insults. Establish a cut-off point. If The Bully will not comply, tell him your practice will no longer be able to provide services for him and his pets. Some practices fire clients!!!! Next month, we will continue looking at difficult clients and learn more ways to embrace the new world post COVID19, healthy and safe. v