Chose Wisely

This has happened multiples times now, someone seems to be upset about something but it actuality they just want to be heard. The act of putting out fires used to be something that was intimidating to me. I hated it when I had to talk to someone that was upset. In my line of work it was usually over an overpayment, a service that was supposedly missed or a fear that they didn’t feel was addressed at the appointment.

Over the last few years especially since Covid hit companion animals have become more our children than just pets. Owners have started to identify as pet parents and there are more and more pets that have bigger and cuter wardrobes than most people have. Pets have become family members, but ones that cannot talk for themselves, and definitely can’t tell us if something isn’t right. So that job becomes the job of their owners, who try their hardest to do right by their animals. So when said owner feels that their pet didn’t get the right or the best treatment from the veterinary professionals they have to stand up for them in that circle too.

I commend the owners that will speak up and get to the bottom of the perceived problem, and I am not saying that veterinary professionals don’t make mistakes, but from what I have experienced it comes down communication, or miscommunication. This doesn’t just happen in the vet world. Communication is so important and when it’s done wrong, confusion happens, frustration happens and eventually people just get angry.

When I was new to the vet world one of my mentors took over a call that no one in the office wanted to take. The client was upset and she was starting to get rude to whoever picked up the phone. When she was placed on hold for the second time (the poor receptionist was just trying to get more information) my mentor who had overheard the conversation that had taken place decided to take action. She proceeded to get on the phone with the person, who started yelling at her, so when she could talked she would talk in a whisper. She kept doing this until eventually the lady on the other end had to quiet down herself just to hear my friend. The problem didn’t get fully resolved in that one phone call but we were able to get to the root of the issue when the client was forced to calm down in order for us to help.

This stuck with me. People want to be heard, but that doesn’t mean they get to be rude in the process. Fear and frustrations can drive the conversations if we allow them too. When someone feels an injustice was done to them or one of their loved ones the weapons come out and the walls go up. The only way to get through to them is to have patience and to allow them to speak their mind without taking it personally. This is not easy but a resolution usually can be obtained. We don’t always get to chose the interactions we have on any given day, but we do get to chose the way we respond to them. This can be anywhere from saying thank you to someone that complements you to having patience with someone who is having a bad day. My kids get to hear this from me all the time: “you have the right to be upset, happy, sad or mad. It’s how you respond to these emotions that will define who you are” Until next time:

Your worst enemy isn’t a person, situation, or thing. It’s the story in your mind based on assumptions and projected fears or insecurities.

Anonymous