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so when you start talking to a client over the phone if they call in theyre already upset you want to start listening right away and just really hear what the problem is what are we actually upset about a lot of times theyll come out the gate really angry if its possible to find a more private area to speak to them for example we have a phone thats more separate from the front desk Ill put them on hold and go back to that area so I could just really really focus on whats going on whats going on with their pet why theyre upset and kind of go from there if we know why theyre unhappy then we can really start setting ourselves up to solve whatever those problems are before they even get into the clinic so if we know they came in maybe they had a bad experience last time they were here dr. so-and-so said something to them that maybe they werent you know super happy with their they didnt understand a certain policy we can have that conversation ahead of time or be ready to have t
