Some clients are simply more challenging than others.
Do you look at the day’s appointments and dread seeing a particular client? One who gets angry or anxious for no obvious reason? One who is always overbearing? A client who becomes overly emotional or argumentative during routine procedures?
Difficult clients do require extra time and energy but it is possible to overcome the challenges they present.
Empathy—the ability to put yourself in another’s shoes—is likely your strongest tool when working with challenging clients. Empathy allows you to understand what a client who is worried about a beloved pet and anxious about his or her diagnosis or treatment is feeling. That obvious empathy then helps create an environment where the client feels heard, supported, and respected.
Once that environment has been created, the next step is client communication that involves honest, direct feedback about perceptions.