How do others cope with rude clients

Re: How do others cope with rude clients

Phrin Vernon RVN — Sat, 01 May 2010 23:00:54 GMT

[quote user="Rachel Jayne"]

I had a client tell me this week that I was a F idiot for trying to tell him that like everyone else in the UK, he really should have had his council tax bill through by now, then when I politely reminded him that that was all very well but his pet may not get any treatment if he didn't bring it with him, he told me I could just **** off and slammed the phone down on me!!!!

When he eventually arrived at reception, I walked past the receptionist that was booking him in & said at the top of my voice, as to make sure he could hear me, "oh this is the lovely young gentleman who was so polite to me on the phone earlier" and smirked at him.

All the other clients heard me too & started staring at him, (some of them had heard me telling the receptionists what he'd said before he arrived), so needless to say he didn't say much after that!

I wish we could've refused to see him for being so abusive, but because I work at a charity clinic & it turns out that his dog was actually quite ill, he got away with it

[/quote]

Haha! Love it!

Re: How do others cope with rude clients

Rachel Jayne — Fri, 30 Apr 2010 23:27:33 GMT

All the other clients heard me too & started staring at him, (some of them had heard me telling the receptionists what he'd said before he arrived), so needless to say he didn't say much after that!

I wish we could've refused to see him for being so abusive, but because I work at a charity clinic & it turns out that his dog was actually quite ill, he got away with it

Re: How do others cope with rude clients

Naomi Jackson RVN — Sun, 18 Apr 2010 16:56:47 GMT

I think we should be allowed custard pies behind reception and when they become a**y we could just plant one right in their faces . That would shut them up.

Re: How do others cope with rude clients

Jenny Cook RVN — Fri, 16 Apr 2010 10:12:18 GMT

I had a dream last night where i was on reception dealing with 2 nasty pieces of work. Who brought their animal in, having never been here before and demanding medication for something. After going through the norm of saying they need to be seen and i would need to register them, they got so rude.... they even then sat on opposite side of full waiting room and shouted across instructions and demands... i asked if they could come to the desk and talk quietly and calmer, etc etc and they were SOOOOOOO rude, people were tutting at them, was like a tennis match, eyes were darting to and fro lol...

When i asked for his details to register, he no effin way, ur gettin no details, just book me a damned appt.... this went on for ages...
I then started explaining something and he kept interupting and tutting at me.... so i said, 'look, please be quiet, and STOP interupting when im trying to speak and help you'....
He was good after that, and then stormed out....

........
Bear in mind that was all a dream, thank god.... i think i would act differently in reality, but i would hate to ever get such a client as one in my dream, he was vile. LOL. Sorry ive babbled on hahaha

Re: How do others cope with rude clients

Vicky RVN — Thu, 15 Apr 2010 21:03:42 GMT

I'm always extra sweet to rude clients, normally works. Although did have someone get particularly rude on the phone a few weeks ago and started raising their voice a little, can't remember waht it was about. My response, in a very calm steady voice "i am not here to be shouted at and do not expect people to be rude to me, i am TRYING to help you if you'll just listen to me for a moment"...clients response "i'm not being rude"...but then she became much nicer and we actually managed a proper conversation, and i was thanked for the help at the end of the convo!

Re: How do others cope with rude clients

Anneke Kuipers — Wed, 14 Apr 2010 16:13:55 GMT

[quote user="Katie Precious RVN MBVNA"]

my thoughts-

Never argue with an idiot- they will drag you down to their level and beat you with experience!!

[/quote]

LMTO!!!!! you are so right!

Re: How do others cope with rude clients

Katie Tallett RVN MBVNA — Wed, 14 Apr 2010 14:34:32 GMT

my thoughts-

Never argue with an idiot- they will drag you down to their level and beat you with experience!!

Re: How do others cope with rude clients

Fiona Leathers — Wed, 14 Apr 2010 14:18:56 GMT

I stay calm but usually come round from reception desk so I am face to face with client, as I find it intimidating to have people standing over me. But to be honest once I get round from the desk, the clients have usually calmed down cos I'm big & scary!!!!

Re: How do others cope with rude clients

Yvette Patton RVN MBVNA — Wed, 14 Apr 2010 13:19:56 GMT

I hate it when you remain really calm and polite whilst the client is screaming at you, then the vet gets involved and repeats exactly what you have just said and they immediately start thanking him for his help. Grrr!!

I also hate it when you are trying to have a conversation over the phone and the person on the other end is eating, it sounds disgusting and really gets my back up!! How rude!

Re: How do others cope with rude clients

Steph Phillips — Tue, 13 Apr 2010 22:45:39 GMT

[quote user="supastar101"]

[quote user="Vicky VN"]

[quote user="icklesal"]

Im usually a bit of a cow, i try and be EXTRA nice just to annoy them even more naughty me!

[/quote]

Ditto! Always helps

[/quote]

Glad I'm not the only one!

It does really annoy me when people are rude for no reason, or because you are just doing your job properly. The worst ones are the people who want a repeat prescription, but it's been refused by the vet as they are overdue for a recheck (and were told this last week, when we gave them an 'emergency supply' to last until that recheck) and they then decide that it's completely your fault... it's never theirs!

[/quote]

We had the EXACT same scenario today - a client came in wanting more meds but missed his medication c/u apt - so a nurse explained that he would have to see the vet before any meds can be given and offered an apt this evening - or if he wanted to wait 10mins, she would go & see if he was able to prescribe a few days worth right there and then.. he shouted at her and everything - then walked out without meds or an apt!! stupid t**t!!

But yeah - I also try and be EXTRA polite when they are steaming red - that really annoys them even more, but at the end of the day - at least i'm being polite

Re: How do others cope with rude clients

Sandra Taylor RVN, MBVNA — Tue, 13 Apr 2010 22:43:38 GMT

Definitely remain calm.... always listen to what they are saying.... that way you can usually pick holes or have counter questions in any argument they may have. Let them finish though, usually once they have let off steam and you have your say, they have tired themselves out

Re: How do others cope with rude clients

Sally Seddon — Tue, 13 Apr 2010 21:42:43 GMT

[quote user="supastar101"]

I had one woman being a complete cow once, after she left, another client in the waiting room who is one of our regulars said to me: 'I honestly don't know how you do it - I would have told her to f**k off!!!!'

[/quote]

lol brilliant! If a client has a genuine complaint then i will deal with them politly and professionally but if someone is just being a complete a**s then very very nice sally comes out to play

Re: How do others cope with rude clients

Anonymous — Tue, 13 Apr 2010 20:59:32 GMT

[quote user="Vicky VN"]

[quote user="icklesal"]

Im usually a bit of a cow, i try and be EXTRA nice just to annoy them even more naughty me!

[/quote]

Ditto! Always helps

[/quote]

Glad I'm not the only one!

People wanting to buy wormers (we only stock px ones) even though we haven't seen the animal in about 6 years. Explain laws about prescriptions etc etc etc, you could bring pet in for a free flea/worm check, but oh no, feel free to just yell at me because I won't sell you something!

I went off on a bit of a rant there! I try not to let them see that they are getting to me (because they do, no matter how much I know it's not personal!) and just think of all the lovely clients I have helped out with good advice. I had one woman being a complete cow once, after she left, another client in the waiting room who is one of our regulars said to me: 'I honestly don't know how you do it - I would have told her to f**k off!!!!'

Re: How do others cope with rude clients

Phrin Vernon RVN — Tue, 13 Apr 2010 20:19:35 GMT

I just try to keep my cool and be professional - easier said than done sometimes though!

I had an equine client call me incompetant to my face the other week because I didn't pull her records up within 30 seconds! She later phoned and apologised though

Re: How do others cope with rude clients

Anneke Kuipers — Tue, 13 Apr 2010 20:04:30 GMT

[quote user="icklesal"]

Im usually a bit of a cow, i try and be EXTRA nice just to annoy them even more naughty me!

[/quote]

I do that too!
I've always learned that clients will take over your demeanor, most of the time that works as well! (but not always...)

Except for when I'm on nights and people waste my time for silly stupid things...
3:00am: phonecall:
me:emergencyservice
woman: yeah it's an emergency! I have just discovered that my cat has got fleas!
me: are you serious?
woman: YES!
me: erm... that's not an emergency... please phone back in the morning after 9am
and she still went on for 5 mins...

Re: How do others cope with rude clients

Maisy — Tue, 13 Apr 2010 19:00:13 GMT

[quote user="icklesal"]

Im usually a bit of a cow, i try and be EXTRA nice just to annoy them even more naughty me!

[/quote]

Ditto! Always helps

Re: How do others cope with rude clients

Saskia Quinn — Tue, 13 Apr 2010 18:52:31 GMT

I was always taught to remain polite and professional throughout. It can be very difficult, I know, but, we dont want to stoop to their level, do we? At least by remaining polite etc, we can retain the moral high ground so to speak.

Dont let them upset you, just know that it wont have been anything personal towards you.

Re: How do others cope with rude clients

Sally Seddon — Tue, 13 Apr 2010 14:17:35 GMT

Im usually a bit of a cow, i try and be EXTRA nice just to annoy them even more naughty me!

Re: How do others cope with rude clients

Claire Cameron — Tue, 13 Apr 2010 13:58:00 GMT

I try to stay calm and focused. I don't let it get to me as it's not personal. They'd kick off with anyone not just you.

Just try not to pander or bring yourself to their level by getting annoyed. Just let it go over your head it's not worth getting upset over