Dealing with Difficult Clients: Scripts that Help Veterinary Teams Communicate with Confidence
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Sarah Sieben
- Management
Sarah Sieben
No matter how dedicated or compassionate your veterinary team is, difficult client interactions are inevitable. Emotions runs high when a pet is unwell, and stress, grief, or financial concerns can lead to tense conversations. While you can’t avoid these moments entirely, you can prepare for them. Having go-to scripts helps your team feel more confident, reduce escalation, and maintain professionalism, without sounding robotic.
Below are a few helpful communication scripts your team can adapt for common tough scenarios.
Scenario: A client is shocked or angry about the cost of services.
Script: “I completely understand that unexpected costs can be overwhelming. Our goal is always to recommend the best care for your pet, and I’m happy to walk through the estimate with you or explore other options that may fit within your budget.”
🟢 Why it works: This validates the client’s feelings, shows empathy, and opens the door for collaborative problem-solving.
Scenario: A client doesn’t trust or agree with your treatment plan
Script: “I hear that you have some concerns and I want to make sure you feel fully informed. Can I walk you through why we’re recommending this approach and what risks might be if we wait or go a different route?”
🟢 Why it works: Instead of pushing back, this script invites dialogue and positions your team as educators, no salespeople.
Scenario: A Client raises their voice or becomes aggressive
Script: “I want to help you, but I need to have this conversation respectfully. Let’s take a moment and come back to this calmly, or I can find someone else on our team who may be able to assist.”
🟢 Why it works: It sets a boundary without escalating the situation further, while still offering a path forward.
Scenario: A walk-in demands to be seen right away, despite a full schedule
Script: “I completely understand your concern, and I wish we could see every pet right away. Right now, our team is fully booked. What I can do is offer the soonest available appointment, or help you find an emergency option if your pet needs urgent care.”
🟢 Why it works: The script shows compassion while holding the line and offering solutions.
Scenario: A client pushes back against medications or post-care protocols.
Script: “I understand you’re concerned. We’ve recommended this treatment plan based on what will give your pet the best chance at a full recovery. If you’re hesitant, let’s talk through your concerns together. We want to make sure you feel comfortable and informed.”
🟢 Why it works: This centers the pet’s well-being and invites discussion rather than confrontation.
Having these scripts in your back pocket can empower your team and ensure a consistent, calm approach. Consider role-playing these scenarios during team meetings or morning huddles to build confidence and reinforce your clinic’s values.
Pair your communication training with resources like the upcoming Practice Manager Foundations course in partnership with Blue Heron Consulting this September. It’s a great opportunity to sharpen leadership and communication skills while building systems to support your whole team. PLUS…VHA members save $200 on registration!
Difficult clients are part of the job, but they don’t have to derail your team’s morale or your clinic’s culture. With empathy, boundaries, and practice, your staff can navigate challenging conversations with professionalism and grace.
