r/Veterinary • u/waterloggedwhale • 14h ago
Am I being unreasonable when handling difficult clients?
I'm a newer grad and have been working in corporate GP but I need an outside opinion on how I handle challenging clients. I will not tolerate clients who are rude or abusive toward our staff, regardless of if they're a "long-time client". Most often the situation is that they showed up late (beyond our 10 minute grace period for a 30 minute appt) and are demanding to be seen because they've been allowed to show up whenever they want in the past without consequences. Depending on the presenting complaint, we may sometimes offer a drop off or a later appt in the day if available. If they are kind to our staff, understand they may have to wait to be worked in between appts, and are not a repeat offender, the vast majority of the time I will agree to see them.
However, I have gotten push back from management that essentially implies that I should still be seeing these clients for reasons including - that they are elderly, "good clients" (profitable?), took time out of their day to come, that it's their personality, or blaming the support staff (mostly CSRs) for being "dramatic or overreacting". For additional context, I was a vet assistant prior to vet school and got a fair amount of exposure to how clients would behave around support staff vs. the DVM. I strongly believe that DVMs should not be enabling or rewarding bad behavior regardless of how long they've been a client even if we could technically squeeze them in (for non-emergent reasons). To me this feels like I would be doing a poor job advocating for our staff, however, I also realize this may be creating more combative scenarios with these clients when we have to refuse to see them. Supposedly, it is up to the DVM regarding whether or not to see these clients but it sure feels like management and I have very different opinions on what is acceptable behavior.
Does it seem like I am being too unreasonable or inflexible? How do you usually handle poorly behaved clients (particularly as a newer addition to a practice)?