Navigating the complexities of the veterinary profession often involves finding a balance between compassion and practicality. Veterinarians and practice managers are known for their kindness, but what happens when saying yes to everyone leads to overcommitment? And, how do you handle the backlash when a necessary "no" is perceived as unhelpful? These challenges are frequently discussed in the VHMA forums, and setting boundaries with clients and employees has become essential.

In today’s episode, we explore the delicate art of saying no—focusing on how to do so effectively and empathetically with clients, and how to guide employees in doing the same. Our guest, Joan McCue, CVPM, brings her experience as a veterinary practice manager in South Carolina to the conversation. Joan shares insights on the difference between a sharp "no" and a more considered decline, and offers strategies for explaining the reasoning behind a no to ease client concerns.

Joan highlights the importance of confidence in delivering a no, and the role of education in helping both clients and staff understand necessary boundaries. Saying no seems final but looking for what we can do is key. Whether it’s having staff serve as boundary-keepers for doctors or knowing when it’s appropriate to "fire" a client, Joan provides valuable advice for maintaining a balanced and respectful practice environment.

Show Notes:

[2:43] - There is a difference between a sharp no and a decline to saying yes.

[5:26] - Clients don’t always understand that there are processes and laws in place that require us to say no to some of their requests. Education is key.

[7:09] - Confidence plays a big role in the ability to say no to clients. Joan admits that it has taken a long time for her to build this skill.

[8:56] - In some cases, the staff acts as gate-keeper for the doctors, who are generally not as good at saying no to clients.

[11:59] - Education around this topic is not only important for clients, but for staff and doctors as well.

[13:58] - Joan shares an example of how saying no can cause a hard conversation with a client, but it's important to stay firm to the agreed upon boundaries.

[16:50] - We don’t know what is going on in someone else’s life to cause high emotion.

[18:49] - It is a generally accepted business guideline to under-promise and over-deliver.

[20:06] - There is a fine line between saying no that manages boundaries and apathy.

[24:33] - How can we train staff on when and how to say no to clients?

[27:21] - We need to treat all clients equally, with the same amount of empathy and respect. But there are times when it is appropriate to “fire” a client.

[28:38] - No doesn’t always mean that there’s not a solution or answer to a client’s question. We must train our team to be willing to search for those solutions. 

 

Thank you for listening. Remember you are not in this alone. Visit our website for more resources.

 

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