Handling angry clients is less of a science and more of an art form, writes Jamie Rauscher, RVT. It takes thick skin and years of experience to master. She reminds us to identify and address the problem and also to consider the source.
Source: Today’s Veterinary Nurse, Spring 2021. Link.
INSIGHTS: Rausher provides good guidance for facing angry clients. It is important to learn where the real issue lives. Avoid using the term, “understand,” which validates the client’s position or emotions and subsequently reduces your professional value. Rather, acknowledge the feelings and perceptions to draw out more of the real reasons for the anger. And don’t forget to ask, “What else?”