{"id":75058,"date":"2023-10-01T00:00:55","date_gmt":"2023-10-01T00:00:55","guid":{"rendered":"https:\/\/todaysveterinarybusiness.com\/?p=75058"},"modified":"2023-09-28T23:09:32","modified_gmt":"2023-09-28T23:09:32","slug":"qa-opening-shots-1023","status":"publish","type":"post","link":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/qa-opening-shots-1023\/","title":{"rendered":"Q&A: Client Conflict, Micromanagers and Burnout"},"content":{"rendered":"

Q: I have second thoughts after firing a client. I won\u2019t go into the details, but the client unexpectedly left us a one-star review with a lengthy criticism and the words, \u201cI\u2019ll never go back.\u201d When she called for an appointment about a month later, I told the receptionist to inform her to go elsewhere. The client later spoke with our practice manager and threatened to leave negative reviews everywhere. The manager pointed out that the client was a top spender at our practice. Should I reconsider?<\/strong><\/p>\n

A: I\u2019m all for forgiveness, but this situation might be hard to reconcile. Regardless of the details and who\u2019s right or wrong, the client showed no hesitation to punish you publicly. I\u2019d bet my bottom dollar that she would treat you even worse if seen again. See where I\u2019m going?<\/p>\n

While the client looks like a goner, there are lessons to learn. First, assess your initial response. Did you offer to speak offline about the complaint? Did you send a written notice of the client needing a new veterinarian? Chances are you could have mitigated or perhaps repaired the relationship by acting sooner and more diplomatically.<\/p>\n

What about your asking your receptionist to tell the client to get lost? Could it have been handled better or more professionally? Your manager ultimately got involved, so could you have avoided putting the receptionist in the middle of the dispute?<\/p>\n

In addition, did you examine how you or your team potentially contributed to the complaint? I\u2019ve long said, \u201cComplaints can be camouflaged corrections.\u201d Take every negative interaction as an opportunity to improve. Clients behave irrationally sometimes, but you should never miss a chance to grow, no matter how painful.<\/p>\n

Finally, money can\u2019t excuse a client\u2019s bad behavior, at least not in my practice. I believe in giving everyone the benefit of the doubt, but once a client escalates a complaint to a threat, I end the relationship. It\u2019s hard to put a price on the emotional toll of a client\u2019s bad behavior. Remove client spending from your firing decisions and focus on whether you can (and should) heal the relationship and how you can learn from the unfortunate conflict.<\/p>\n

Q: For the first time in my veterinary career, I\u2019m in a new job and making a generous salary with excellent benefits. The problem is that the non-veterinarian practice manager is a micromanager. She constantly reviews my medical records, questions my SOAPs, and suggests additional diagnostics or treatments. As she scrutinizes my every move, I\u2019m starting to doubt my proficiency as a veterinarian. Unfortunately, my co-workers aren\u2019t supportive. Most have worked here for years and don\u2019t seem interested in getting to know me outside of work. My mental health is declining, just as my income is soaring. Do I stick it out for the money or quit for a lower-paying position?<\/strong><\/p>\n

A: Your situation calls for thorough self-reflection. Sacrificing mental well-being<\/a> for financial gain is never a wise decision. On the other hand, economic uncertainty can harm well-being, so immediately leaving might not be the best idea, either.<\/p>\n

Consider evaluating what you gain and lose in your current job. Begin by listing the cons. For every negative element, ask yourself, \u201cCan I live with this for another year?\u201d Depending on your inventory, you might realize you can handle the negatives until you can find a high-paying job elsewhere. If your checklist feels overwhelming or discouraging, save yourself a lot of pain and move on.<\/p>\n

However, don\u2019t forget the positives. You\u2019re making more money than ever. You have fabulous benefits. Can you identify other perks, such as learning new skills, that will benefit you in the future? With each pro on your tally sheet, ask yourself, \u201cCan I find this in another job?\u201d If the answer is \u201cyes,\u201d keep applying for jobs matching your wants and needs. Being patient in your job search could pay off if you identify enough positives.<\/p>\n

Meanwhile, I suggest trying to improve things now. Maybe your manager isn\u2019t aware of how she\u2019s coming across. She might be dealing with anxiety or insecurity. Schedule a meeting and share that all the micromanaging makes you uneasy. Express your sincere desire to resolve the situation so that each of you can be more comfortable. That approach isn\u2019t easy, but your manager will never know she\u2019s making your job harder unless you speak up. Even if your boss is unresponsive, you\u2019ll know what to look for in your next job search<\/a>.<\/p>\n

You\u2019re right to seek a supportive work team. I applaud your efforts to connect with the clinic clique. If you still want to pursue a personal relationship with your co-workers, try again. If you\u2019re unsuccessful, understand that you\u2019ll have only superficial interactions with them, and that\u2019s OK. Making peace with those relationships can improve your life in the long run, or at least until you find a better job.<\/p>\n

Q: A practicing veterinarian for nearly five years, I don\u2019t know if I can endure one more year. I fell in love with vet med in college and expected to enjoy a long and enjoyable career. Instead, it\u2019s a lot of complaining clients, patient care compromises, endlessly begging my staff for help (or to show up), and dealing with a management interested only in making money. I feel like I\u2019ve worked a week at the end of each shift. I thought I wouldn\u2019t feel so exhausted if I did what I loved. What am I doing wrong?<\/strong><\/p>\n

A: One of the worst bits of advice I hear is, \u201cDo what you love and you\u2019ll never work a day in your life.\u201d I\u2019ve spent the last 30 years doing what I love. It\u2019s hard work. Being a veterinarian is incredibly challenging and requires a commitment and dedication few other jobs demand. Loving what you do enables you to do the work necessary to succeed.<\/p>\n

None of that, however, excuses poor management, harmful clients and unreliable co-workers. It\u2019s a matter of managing your expectations and understanding the profession\u2019s needs. I worry that veterinarians not exposed to the harsher side of veterinary medicine before they don the white coat have unrealistic expectations. Unfortunately, bad clients, money haggling, staff headaches and misguided management are part of our reality. I don\u2019t love those parts of my job, but I still love my job.<\/p>\n

I suggest writing down the positives and negatives of your current job. Work on the issues you control, and collaborate with those in charge of the others. Focus on your physical and mental health. Establish and communicate boundaries. Restorative sleep, diet, exercise, creative pursuits and a support network are essential for long-term success. Lagging in any of those necessities can impact your work performance and enjoyment.<\/p>\n

I\u2019ve tried to live by the 80-20 rule most times. In this case, I expect about 80% of my professional duties to be fulfilling and enjoyable. As for the remaining 20%, we\u2019ll call them less than ideal, though they still provide growth opportunities. By anticipating (and preparing for) the tough times, I can remain present and bask in the good.<\/p>\n

Hang in there. It gets better if you work on it. Doing what you love fuels your ability to do the hard work. See you in 25 years!<\/p>\n","protected":false},"excerpt":{"rendered":"

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