5 Things a Veterinary CSR Should Never Say To Clients
“Calm down.”
“That’s not my job.”
“It’s our policy.”
“The doctor is busy.”
“There’s nothing we can do.”
(These are “truthy” statements that land like disrespect — and they escalate people fast.)
5 Things You Should Never Say to Clients (and What to Say Instead)
Front desk reality: clients aren’t just calling for information — they’re calling in fear, guilt, confusion, stress, grief, and sometimes… a full-blown emotional tornado in yoga pants.
Most conflict doesn’t come from “bad clients.”
It comes from bad phrasing at the worst possible moment.
Here are 5 phrases that seem harmless but can instantly erode trust — plus the exact replacements that keep you calm, professional, and in control.
1) Never say: “Calm down.”
Why it backfires: It invalidates emotion and turns the call into a power struggle.
✅ Say instead:
“I hear you — I’m here to help. Let’s take this one step at a time.”
2) Never say: “That’s not my job.”
Why it backfires: Even if it’s true, it sounds like abandonment.
✅ Say instead:
“I can’t do that part, but I can help by doing this: ____.”
3) Never say: “It’s our policy.”
Why it backfires: People hear “Because I said so.” Policy language feels cold when someone is worried about their pet.
✅ Say instead:
“We do it this way for safety and consistency — here’s what we can do next.”
4) Never say: “The doctor is busy.”
Why it backfires: It implies the client doesn’t matter and leaves them powerless.
✅ Say instead:
“The doctor is with a patient right now — I can take a message and get you the next update time.”
5) Never say: “There’s nothing we can do.”
Why it backfires: It creates panic and rage — even when options are limited.
✅ Say instead:
“Here are the options we do have right now: ____.”
🧠 Why this matters (the VetCSR truth)
Clients don’t remember your clinic’s workflow.
They remember how you made them feel in a stressful moment.
The goal isn’t “be nice.”
The goal is de-escalation, clarity, and control — with compassion.
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