51% of Americans feel very stressed (even before going to the vet)

In Gallup’s 2024 Global Emotions Report, 51% of respondents in the United States said they experienced a lot of feelings of stress in the past day. That’s about 1 of every 2 people who were asked.

In veterinary clinics, you’re likely to see an even higher percentage of people experiencing stress. That’s because for many clients, stress and accompanying worry about their pet’s situation may start before they even walk in the door.

Although some people come to a veterinary clinic feeling positive, maybe even excited to introduce their new pet or to see staff members they know well, many are arriving already:

• Worried about a beloved pet’s health
• Sad about an upcoming euthanasia
• Stressed about finances or paying for veterinary care

When a client is in a high state of stress, you may find they have a need for more attention than usual, particularly if they’re experiencing challenging emotions. For example, veterinary workshop participants have shared stories about clients who:

• Feel a strong need to express their feelings: Maybe confide, vent or cry
• Communicate in a scattered way: Not clearly explaining pet symptoms or behavior
• React defensively: Rejecting diagnoses, questioning costs, or refusing treatment

How well do veterinary staff deal with stressed clients?

During workshops, I’ve found some vet staff are very good at working with stressed clients. This is particularly true for more seasoned team members or those with career experience in management, counseling or customer service. Though, some people are just “naturals.”

However, I also often hear from veterinary staff, at all levels, who struggle with how to deal with stressed clients. Often, these employees start feeling stressed themselves, simply from dealing with or even thinking about the stressed clients.

Everybody has a unique response to the anxiety, needs and demands of stressed clients, and responses can also vary based on personal stress level at the time. Here are some common challenges I hear for people who deal with stressed clients:

• Feel overwhelmed by the client’s emotions and are unable to listen objectively
• Get “robotic” to provide needed services, but without empathy
• Become impatient and short-tempered at having to deal with the situation

Following are some suggestions for how you, as a veterinary leader or team member may better work with clients in a heightened state of stress:

1. Prepare ahead as a team.

• Discuss typical challenging client situations. Have a heart-to-heart team meeting or a workshop where there’s a safe space for people to open up and talk through things.
• Have management create guidelines. Make clear what is and what isn’t acceptable behavior from clients, and the types of situations to refer to management to address.

2. Be aware of how both the client and you are doing.

• Be open to listen and empathize, but also be firm about your boundaries. You can be compassionate, while also keeping the focus on the professional care of their pet.
• Stay aware of how things are going for you with the client. If you start feeling upset or defensive, take a short break or try Box Breathing to help regain your objectivity.

3. Listen well, and acknowledge what the client is experiencing.

• Be aware of how to listen well. See the “NICE way” below. Research shows that when people use these practices, they’re liked and trusted more by the person speaking.
• Confirm what you heard them say.  And remember: Listening well isn’t agreeing. But it does go a long way to detonate tempers and soothe the person speaking.

4. Make sure the client also listens to you well.

• The client is more likely to listen to you well after you’ve heard them. If you feel they still aren’t listening, gently bring attention back to the veterinary care situation.
• Ask the client to repeat back what they heard you say to confirm. This is especially important when providing a treatment plan or giving aftercare instructions.

5. If there is a more severe client issue, consider bringing in an expert.

• You can have an expert address an issue or train your staff how. This is especially true with resolving conflicts, providing euthanasia support, or handling client threats.
• If clients are leaving poor reviews, a social media coach can be helpful. They can assess and help improve your clinic’s reputation, address false/complaints, and more.

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