Ep 206: Breaking the Cycle: Overcoming Client Bashing in Veterinary Practice, with Dr. Hubert Hiemstra

Episode DescriptionIn this week’s ‘So You’re a Vet… Now What?’ podcast, Dr. Moriah McCauley is joined by Dr. Hubert Hiemstra discuss the negative effects of client bashing and highlight the importance of shifting towards a more positive and empathetic mindset.When veterinarians choose empathy and compassion in their interactions with clients, it can lead to more positive outcomes. Dr. Hiemstra emphasizes that treating clients with empathy and respect is not just beneficial for the clients but also for the veterinarians themselves. By approaching client interactions with understanding and compassion, veterinarians can build stronger relationships with clients, leading to better compliance, trust, and overall satisfaction.Moreover, choosing empathy over client bashing can also improve team morale. Dr. McCauley mentions that negative talk and attitudes can impact the morale of the veterinary team, leading to decreased productivity and strained relationships among team members. By fostering a culture of empathy and understanding within the team, veterinarians can create a more supportive and positive work environment.In the episode, Dr. Hiemstra shares a quote from comedian Jim Carrey, highlighting the choice between love and fear in every situation. By choosing the path of love, which in this context refers to empathy, compassion, and understanding, veterinarians can approach client interactions with a positive and open mindset. This shift in perspective can not only improve client relationships but also enhance the overall well-being and satisfaction of the veterinary team.Ultimately, by prioritizing empathy and compassion over client bashing, veterinarians can create a more positive and supportive environment for both themselves and their clients. This approach can lead to better communication, increased trust, and ultimately, more fulfilling and successful interactions in the veterinary practice.Episode Outline[00:01:18] Client bashing in veterinary practice.[00:04:19] The pleasure of being angry.[00:07:51] The need for relationships.[00:13:06] Understanding human error.[00:16:15] Negative effects of client bashing.[00:18:43] Nonverbal communication importance.[00:22:37] Dealing with client complaints.[00:28:14] Managing team offloading dynamics.[00:31:36] An overarching attitude shift.[00:34:33] Relationships and value in vet medicine.Quotes00:04:19 - "I've learned over the years for myself that it's harmful. It's fun in the moment. It's a bit like gossiping or other habits."00:12:55 - "Never assume malice when stupidity will suffice. Never assume stupidity when ignorance will suffice. Never assume ignorance when forgivable error will suffice."00:16:15 - "When you are in that negative mindset of, so I've just sat behind closed doors with my colleague and client bashed this person who just came in. Now I'm in that frame of mind"00:32:29-00:32:39 - "You only have two choices, love or fear."00:35:34-00:35:44 - "But I think it's really important to take a step back, really look at why that's happening and what we can do differently"Show LinksDr. Hugh's Podcast: https://thevetvault.com/Dr. Hugh's Instagram: https://www.instagram.com/huberthiemstra/Mentioned in this episode:So You're a Vet, Now What? - The CourseAre you a new or recent veterinary graduate? If so, Dr. Dave’s course, ‘So You’re a Vet… Now What?’ has been put together specifically for you. The course focuses on non-clinical skills. This is not as dull as it sounds. In fact, almost every career problem that people face is due to not having well-developed, non-clinical skills. These...