VN September 2020

Vetnuus | September 2020 26 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. Sometimes, those cranky, stubborn, and annoying pet owners who seem like a curse are really gifts in disguise. And sometimes, skilful managing of these clients can transform pain to gain. Here is how to handle them. The Demanding Client : wants nothing but the best for their pet, asks the doctor a million questions, often uses more than her allotted appointment time and is known to call the practice several times a day to give regular reports about her pet’s current state of health. However, the clients are among your top 20 percent of clients who produce 80 percent of your practice’s business – part of the solid core that allows you to keep your doors open. Compliance is never a problem with them. They recognise and appreciate the value of the services you provide. If their needs are met, this client will be one of your biggest fans and will tell others how wonderful you are. The Cheapskate : wants their dog treated for free, waits until the end of the visit, after the exam and the radiographs and the lab work, to mention that he/she does not have money to pay right now. No payment options work for them. They earnestly promise to make payment instalments and even sign a financial agreement but fail to honour it and is eventually sent to the debt collectors. In response, they file for bankruptcy. Sometime later, they return to the practice for further treatment, and when they are advised that your services can not be rendered without payment, they accuse the staff of being willing to let his pet die. These clients are a pain. Their promises to pay are not sincere, and they are mean to those who refuse them free service. They will suck your practice dry of energy and finances if you let them. To them, paying is not a problem because he has no intentions of paying in the first place. They will require firmmanagement to prevent them from taking advantage of your services. Influential Life Coaching DIFFICULT CLIENTS – PART 1 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 DOs: Demanding Clinets Schedule additional time with the doctor and charge appropriately. Tell them, “We typically schedule 20-minute appointments but would like to offer an extended appointment to make sure that you have enough time with the doctor to get all your questions answered.” If they agree to this, be sure to mention any additional fees that may apply. Do (patiently) answer each and every one of their questions . Their intentions are noble! Encourage them to write down questions at home and bring the list when they come in for their pet’s appointment. This may decrease the number of times they call your practice with queries, and it reinforces to them your commitment to their pet. DON’Ts: Cheapskates Do not back down by changing your prices . Doing so diminishes the value of the services you provide and could ultimately undermine the practice. Prices are set at levels that allow the practice to stay solvent. Reducing them hurts the bottom line. Do not take attacks personally . The ultimate responsibility for the health and well-being of this client’s pet lies with the client. Next month, we will continue looking at difficult clients and learn more ways to embrace the new world post COVID19, healthy and safe. v DON’Ts: Demanding Clinets Do not let them take control . Some creative management will allow you to meet their needs while managing your associations with them. Do not be rude outside the practice. Assure them it is great to see them again, tell them you want to hear all about their pet, and ask them to call you at the practice. DOs: Cheapskates Repeat yourself . This client often needs further reinforcement. Ask at the outset of every visit, “What form of payment will you be using today?” Do get this client’s agreement first . We should be doing this anyway. When diagnostics or treatments are needed, make it clear beforehand that payment is due at the time services are rendered. Once the doctor has completed a recommended treatment plan, the nurses should review a printed copy with the client that includes fees and expectation of payment. Obtain his approval and agreement to pay then proceed with the plan of care.