{"id":76007,"date":"2024-04-01T00:00:53","date_gmt":"2024-04-01T04:00:53","guid":{"rendered":"https:\/\/todaysveterinarybusiness.com\/?p=76007"},"modified":"2024-03-27T20:04:42","modified_gmt":"2024-03-28T00:04:42","slug":"grieving-clients-talk-the-talk-0424","status":"publish","type":"post","link":"https:\/\/navc.sitepreview.app\/todaysveterinarybusiness.com\/grieving-clients-talk-the-talk-0424\/","title":{"rendered":"How to Support Grieving Clients"},"content":{"rendered":"

I recently reread thank-you cards I kept from my days as an emergency clinician. Many were from people who chose to euthanize their pets. They wrote how much they appreciated my kindness and that they would always be grateful. Multiple clients commented on how the team\u2019s compassion made a difficult decision easier. Then, I recalled making the same heart-wrenching decision years later at the same practice. I\u2019ll never forget the kindness of a veterinary technician with whom I worked, and I\u2019ll always be grateful that she comforted me during such a sad time.<\/p>\n

Veterinary team members are compassionate and usually do an excellent job during end-of-life interactions. Having said that, I still field questions about how to navigate client conversations and the protocols to follow. Knowing how to assist anguished pet owners who decide to euthanize a beloved companion can alleviate stress in them and your team members.<\/p>\n

Let\u2019s look at communication best practices.<\/p>\n

Convey Empathy<\/strong><\/h3>\n

Team members who don\u2019t know what to say often say nothing. All practice employees should know how to convey empathy and support grieving clients.<\/p>\n

Here are examples of what a client service representative should say when receiving a call to book an end-of-life appointment.<\/p>\n