Every veterinary team has faced it: a client gets angry, raises their voice, and everyone wonders whether or not we should fire them.

In this week’s episode of The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, unpack one of the most difficult decisions veterinary professionals face: when to dismiss a client and when to repair the relationship.

Using a real-life scenario, our hosts explore a situation where a client waited over an hour, understandably became upset, and complained, but didn’t threaten or use abusive language. When the client voiced their frustration, the team’s immediate response was, “Let’s fire them.” Dr. Ward and Beckie discuss why this reaction is becoming more common post-COVID and how practices can avoid over-firing by improving communication, scheduling systems, and team resilience.

Listeners will learn practical strategies like:

* Distinguishing understandable frustration vs. true abuse.

* Using empathy-driven scripts to de-escalate tense situations.

* Scheduling tactics, including reserving 10–25% of slots for urgent care.

* Coaching CSRs to handle conflict without escalating to dismissal.

If your team has ever debated whether to fire a client after a bad interaction, this episode offers a thoughtful framework for protecting your staff, your clinic’s reputation, and the client relationships that matter most.

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