How do you manage pet owners in the veterinary practice?
As veterinarians, we think the most important part of our work is to diagnose and treat the animals, but, truth is, if we can’t communicate appropriately with the caretakers of our patients, the rest doesn’t matter that much!
So the vet-pet owner relationship is CRUCIAL to our patients wellbeing, as much as to our own emotional well being.
Because if we can’t get a proper communication going, and get permission to diagnose and treat as needed, we’ll feel frustrated, misunderstood and that we failed our patient.
I want to open up a discussion about what our relationships with the two-legged part of our clients really mean, and how we can handle it the best way possible.
A common misconception people have about relationships, is that it’s a sort of real, palpable thing, a shared bubble you and the other person find yourselves in, and it can be “good” or “bad”.
In reality, our relationship with the other person is purely and only our thoughts about them.
And their relationship with us, is THEIR thoughts about US.
So if we want to change our relationship with clients, what’s in our power is our thoughts about them.
We cannot control our clients, we cannot control what they think about us or what they decide to make of what we say to them.
We can control:
- How we decide to perceive what they say to us
- How we want to show up, what example we want to set, who we want to be
- What we say to them, in what tone and with what body language
I think the first item is almost the most important, and it’s one we don’t even realise we have control over.
Someone says something to us, and our brain translates it whichever way it is used to.
If we’re feeling low, anxious and vulnerable, we’re likely to perceive words differently than if we’re feeling strong, calm and confident
For example if a client says “You look a bit young to be a vet”, you can perceive this as them not thinking you’re qualified for the job, and spiral down a rabbit hole of resentment towards them, doubts about yourself, etc.
Or, you could take it as a compliment that your night cream is working!
It’s all a game of individual perception.
Most often, we have no idea why people say the things they do. We just ASSUME we know, and go with it.
Here’s my advice: If it’s completely up to you to decide how you want to perceive what someone says to you, why not choose the most constructive outcome?
If a client is being obviously rude or aggressive, I’m not saying laugh it off, obviously, but for sure don’t make it mean ANYTHING about you as a person or a vet. That is all about THEM and THEIR thoughts, which we cannot control.
And if there’s two ways you can interpret words a person says to you, always always choose the positive way. You have NOTHING to lose, and doing that alone can turn a situation around before it becomes a situation, and that goes for ANY relationship.
If you’re grounded, confident in your abilities and completely aware of your worth, nothing anyone says to you can really hurt your feelings. You may just think them odd to say such things - they obviously don’t know what they’re talking about!
On the other hand, if you’re struggling with your self-worth, battling with impostor syndrome and think you should know more than you do, you’re more likely to be defensive and on the look-out for critique.
P.S: If you want help to become more confident, believe you’re 100% worthy already as you are, and feel relaxed and reassured when dealing with clients, you can sign up for a free consult with me. In these 50 minutes, we’ll look at what your patterns are when dealing with clients, and any other issues in your day to day veterinary work, and how you can overcome them with the tools I teach.
If you're ready to work with me 1-1, then book your free exploratory session HERE