Client Relationships with Erin Kilbane

In a post-Covid world, it seems that there has been an uptick in aggressive client demands. We know that things aren’t always easy, but what can we do to ease the stress of not only our clients, but our staff members too? Remember that it is a symbiotic relationship with clients and it’s absolutely necessary to maintain to continue serving the community.

Today’s guest is Erin Kilbane from Avon Lake Animal Clinic in Ohio. She comes to the podcast with 8 years of experience in the veterinary management field and a background in finance. She believes wholeheartedly that she is meant to help people and in this episode, she does just that. She shares current stressors she sees from the client perspective as well as the staff member side of things. She gives some great insight to what we can do as managers to help staff feel comfortable in their role so they feel comfortable helping clients, even when clients are challenging to work with.

[2:22] - Erin describes what changes she has seen in client demands since the pandemic.

[4:02] - In many ways, our empathy has slipped.

[5:27] - Talking through situations and reminding ourselves and staff can ease the pressure of demanding clients.

[6:36] - This is a service industry at the end of the day.

[7:56] - Post-pandemic, Erin has seen staff members see the importance of client-facing roles.

[9:21] - Erin sees staff more empathy towards each other, but need to increase empathy with clients.

[10:42] - It’s important to remember that veterinary services are in the service industry.

[11:50] - Sometimes, clients will push and communication breaks down. Staff members need to be prepared with practice conversations.

[13:29] - Training must be lapsing somewhere in client relationships and hard conversations.

[15:04] - It is important to have a plan for staff members with tough client situations.

[16:27] - It’s also important for staff members to know that not all clients are going to be angry about something you say.

[18:00] - In some cases, we can’t help a client, but that shouldn’t be the first option given.

[19:19] - Putting a client on hold to ask doesn’t always end well with a client.

[20:40] - Because of recent client situations, we go in thinking that most of them will be challenging.

[21:11] - Seek to understand, listen, and be empathetic.

[22:34] - Training in communication basics is needed.

[23:22] - No matter your role, maintaining relationships is necessary.

Thank you for listening. Remember you are not in this alone. Visit our website for more resources.