Our yellow Labradors, Marvel and Stormy, are 15 months old, sisters and best friends. (In the photo, Stormy is on the left. Marvel is on the right.) We scheduled a time for a veterinarian to spay them. We dropped the dogs off, but the vet called us later. She said Marvel’s blood-work showed high levels indicating kidney issues and she decided not to spay her.
The following day, we took Marvel to another vet to repeat the blood work. The second vet received similar results.
Anticipate tough questions. We asked the second vet several questions to educate ourselves about Marvel’s problem. We needed to decide whether to approve more expansive blood work. The vet’s responses were robotic. No matter how many questions we asked, no matter how we phrased our questions, his responses told us practically nothing, similar to how a politician awkwardly avoids sharing his side of an issue by delivering stale talking points. The vet had ceded no ground. When the vet left the room, I stared at him in frustration.
Show sensitivity. In the room, I asked the vet technician if she would relay a message to the vet. I told her the vet showed little sympathy. I explained he didn’t appear to understand the concern we were feeling. I said to tell him I would be willing to further discuss my frustration with him if he would return to the room. The tech left and returned again. She told me she shared my feelings with the vet, but that he simply responded by asking her to bring Marvel to him for a urinalysis.
Train your frontline staff. I inferred the vet had downplayed my concern. I began to feel resentment. Not addressing the issue and ignoring my negative feedback would backfire. The tech sensed it. In an empathetic voice, she explained the vet perhaps did not want to provide us false hope or unnecessary dread. I asked why he couldn’t explain that and use her same language to show he cared. I thanked her, but I began to question whether I should take Marvel back to the original vet for further blood work. I didn’t want to interact with a man who couldn’t even acknowledge my complaint face to face. Knowing when to engage with customers can build your relationships with them.
Apologize when necessary. The tech left the room and returned again. She told me the vet was taking care of another procedure. However, he wanted me to know he apologized if he had upset me. He said if we wanted, he would provide us Marvel’s blood sample so we could take it elsewhere.
Tell your story. The tech then shared a story with me that gave me pause. She explained the vet’s own family recently adopted a puppy but had to put it down due to health issues. The details she shared were eerily similar. Marvel is only 15 months old. My eyes welled up. My voice cracked. Why couldn’t the vet find a way to share his personal story to show his care and concern?
We ended up completing Marvel’s blood work there. I had visited this vet years before and tried to remember why I hadn’t returned since. Then I figured it out. During the last visit, I inferred a similar circumstance: a calm, rational dialogue but without heart. In my opinion, he built a wall and couldn’t break it down. The tech was his best ally and advocate. I thanked her and told her her words had made a difference.
Don’t forget to be human – no matter what business you’re in.
