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When Clients Make You Uncomfortable

Uncharted Veterinary Podcast Episode 128 When Clients Make You Uncomfortable

What's This Episode About?

This week on the podcast, Dr. Andy Roark and Stephanie Goss are into discussion about what to do when client behavior makes the team feel uncomfortable but hasn’t moved into “firing” territory. When a client gets flirty, uses pet names or other language that make the team feel uncomfortable, how do we make sure the team feels safe?

You can listen to the episode on Apple Podcasts, Spotify, Google Podcasts, or wherever you get your podcasts.

Discussion Points We Cover:

When it comes to headspace, we need to remember that the client is not always right. We also need to remember that it is our duty as practice leaders to protect our team from harassment, regardless of who is doing the harassing.

Here are action steps that all of us can take to build awareness regarding harassment with our teams:

  • First, teach your team to recognize inappropriate behaviors and language
  • People who are making inappropriate comments will first ‘test the waters’ by making inappropriate jokes or mild comments to gauge response. If the other person dismisses the comment, they will likely continue with the inappropriate conversation or actions.
  • Inappropriate touch/conversation is anything that makes you uncomfortable! It doesn’t matter what anyone else thinks.
  • It's important to have a complaint process that your team knows about so they know who to talk to and when.
  • Investigate when a complaint is made.
  • Provide bystander intervention training (if you see something, say something)

Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

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