Last night my wife and I were out for dinner at a local favorite. It is considered a fine dining restaurant. We know what to expect when we go there; relaxing ambiance, attentive service and great food. Well, when we walked in last night we saw that the restaurant was packed. “Good for them” we thought, since the economy has been brutal on restaurants everywhere. Unfortunately, instead of the quiet murmur of couples and friends talking, all we could hear were the shrill screams of a distressed baby in a very small room. Definitely not what we were expecting, and we weren’t the only ones feeling that way either. What was the effect on the restaurant? The wait staff was anxiously flitting about knowing that other patrons were having a very poor dining experience. Other patrons were looking distressed as well. This was not the quite romantic dinner they were looking for. You could sense the underlying thought was why would you bring such a young child to a place like this? After 15 straight minutes of crying and screaming you had to think that the group might have suspected the rest of the people in the restaurant had to be impacted, not to mention that their child was obviously distressed and not coming out of the episode any time soon. The end result was that the owner of the restaurant asked this table of 10 to leave. She comped them their drinks but explained that the baby was a distraction everybody in the restaurant. They left with a few grumbles. Maybe they will never come back but the remaining patrons enjoyed a relaxing and enjoyable evening. The restaurant staff returned to their cheerful and attentive selves. Everyone had the night they were expecting.

Why am I bringing this up in a blog on equine veterinary practice management? This was proof that firing a disruptive client sometimes has to be done for the greater good. Think about your worst, most ill-behaved clients. They abuse the staff verbally and they demand a lot of energy and attention but contribute minimally to your bottom line. The frustrate and demoralize the staff and doctors, and once this client is through with them the rest of their day is ruined. Most importantly, the way they are able to interact with other great clients and staff becomes compromised. The necessary demands of top-shelf clients become forgotten because so much time is being spent with the ogres. Why bother?

Identify the clients that leave you drained, who take up so much of your time, yet give nothing back to the practice. Take these names to the rest of your vets and staff and ask if their life be would be better without having to deal with them. If everyone agrees, then fire that client. Don’t be mean or vindictive, just tell them politely to go elsewhere- remember this is not about venting your spleen, it is about preserving the spirit and dignity of your practice. We have done this in the past and it is amazing how the morale improves and how much better we are able to deal with the great clients we have. Sales-wise, we have never noticed a dip because we were free to be more available to other clients.

Don’t compromise your vets, staff and great clients. Get rid of the bad apples that bring your practice down. 

67 comments
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  10. Thank you for sharing, my families and I all like you article ,reading you article is our best love.

  11. When I originally commented I clicked the -Notify me when new comments are added- checkbox and now each time a comment is added I get four emails with the same comment. Is there any way you can remove me from that service? Thanks!

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  20. I must say, youve got one of the best blogs Ive seen in a long time. What I wouldnt give to be able to create a blog thats as interesting as this. I guess Ill just have to keep reading yours and hope that one day I can write on a subject with as much knowledge as youve got on this one!

  21. You really make it seem so easy with your presentation but I find this topic to be really something which I think I would never understand. It seems too complicated and very broad for me. I am looking forward for your next post, I will try to get the hang of it!

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  23. I cannot WAIT to read more of this. I mean, you just know so much about this. So much of it Ive never even thought of. You sure did put a new twist on something that Ive heard so much about. I dont believe Ive actually read anything that does this subject as good justice as you just did.

  24. Hi. this is kind of an -unconventional- question , but have other visitors asked you how get the menu bar to look like you’ve got it? I also have a blog and am really looking to alter around the theme, however am scared to death to mess with it for fear of the search engines punishing me. I am very new to all of this …so i am just not positive exactly how to try to to it all yet. I’ll just keep working on it one day at a time.

  25. Im not going to say what everyone else has already said, but I do want to comment on your knowledge of the topic. Youre truly well-informed. I cant believe how much of this I just wasnt aware of. Thank you for bringing more information to this topic for me. Im truly grateful and really impressed.

  26. Im impressed. I dont think Ive met anyone who knows as much about this subject as you do. Youre truly well informed and very intelligent. You wrote something that people could understand and made the subject intriguing for everyone. Really, great blog youve got here.

  27. Hello there! This post could not be written any better! Reading this post reminds me of my old room mate! He always kept chatting about this. I will forward this page to him. Pretty sure he will have a good read. Thank you for sharing!

  28. Thank you for this blog. Thats all I can say. You most definitely have made this blog into something thats eye opening and important. You clearly know so much about the subject, youve covered so many bases. Great stuff from this part of the internet. Again, thank you for this blog.

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  31. Im impressed, I must say. Very rarely do I come across a blog thats both informative and entertaining, and let me tell you, youve hit the nail on the head. Your blog is important; the issue is something that not enough people are talking intelligently about. Im really happy that I stumbled across this in my search for something relating to this issue.

  32. I have recently started using the blogengine.net and I having some problems here? in your blog you stated that we need to enable write permissions on the App_Data folder…unfortunately I don’t understand how to enable it.

  33. Heya! I just wanted to ask if you ever have any problems with hackers? My last blog (wordpress) was hacked and I ended up losing a few months of hard work due to no backup. Do you have any solutions to prevent hackers?

  34. Its like you read my mind! You seem to know so much about this, like you wrote the book in it or something. I think that you could do with some pics to drive the message home a bit, but other than that, this is great blog. A great read. Ill definitely be back.

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  37. Howdy just wanted to give you a quick heads up. The words in your article seem to be running off the screen in Internet explorer. I’m not sure if this is a format issue or something to do with web browser compatibility but I thought I’d post to let you know. The design look great though! Hope you get the issue solved soon. Thanks

  38. Whats up this is kind of of off topic but I was wanting to know if blogs use WYSIWYG editors or if you have to manually code with HTML. I’m starting a blog soon but have no coding skills so I wanted to get guidance from someone with experience. Any help would be enormously appreciated!

  39. This layout is so stellar. How did you manage to make a blog thats as smart as it is sleek? I mean, its like an Aston Martin –smart and sexy at the same time. Ive got to say, the layout alone made me come back to this blog again. But now that Ive read what youve got to say, Ive got to share it with the world!

  40. Admiring the dedication you put into your site and in depth information you offer. It’s good to come across a blog every once in a while that isn’t the same unwanted rehashed material. Wonderful read! I’ve bookmarked your site and I’m adding your RSS feeds to my Google account.

  41. Can I just say what a relief to find someone who actually knows what theyre talking about on the internet. You definitely know how to bring an issue to light and make it important. More people need to read this and understand this side of the story. I cant believe youre not more popular because you definitely have the gift.

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  43. One of the more impressive blogs Ive seen. Thanks so much for keeping the internet classy for a change. Youve got style, class, bravado. I mean it. Please keep it up because without the internet is definitely lacking in intelligence.

  44. Your blog is STELLAR! I mean, Ive never been so entertained by anything in my life! Your vids are perfect for this. I mean, how did you manage to find something that matches your style of writing so well? Im really happy I started reading this today. Youve got a follower in me for sure!

  45. Ive been meaning to read this and just never got a chance. Its an issue that Im very interested in, I just started reading and Im glad I did. Youre a great blogger, one of the best that Ive seen. This blog definitely has some information on topic that I just wasnt aware of. Thanks for bringing this stuff to light.

  46. I think youve made some truly interesting points. Not too many people would actually think about this the way you just did. Im really impressed that theres so much about this subject thats been uncovered and you did it so well, with so much class. Good one you, man! Really great stuff here.

  47. For what its worth, the layout is definitely amazing. You know how to balance writing and images/videos. However, I cant get over how little you actually bring to light here. I think that everyones said the same thing that youve said over and over again. Dont you think its time for something more?

  48. I have to say, I dont know if its the clashing colours or the bad grammar, but this blog is hideous! I mean, I dont want to sound like a know-it-all or anything, but could you have possibly put a little bit more effort into this subject. Its really interesting, but you dont represent it well at all, man.

  49. I must say, youve got one of the best blogs Ive seen in a long time. What I wouldnt give to be able to create a blog thats as interesting as this. I guess Ill just have to keep reading yours and hope that one day I can write on a subject with as much knowledge as youve got on this one!

  50. What I dont understand is how youre not even more popular than you are now. Youre just so intelligent. You know so much about this subject, made me think about it from so many different angles. Its like people arent interested unless it has something to do with Lady Gaga! Your stuffs great. Keep it up!

  51. I must say, youve got one of the best blogs Ive seen in a long time. What I wouldnt give to be able to create a blog thats as interesting as this. I guess Ill just have to keep reading yours and hope that one day I can write on a subject with as much knowledge as youve got on this one!

  52. The funding, from the federal stimulus package, was confirmed by the U.S. Department of Agriculture’s Rural Utility Service, TDS said.

  53. How did you get to be this good? Its amazing to see someone put so much passion into a subject. Im glad I came across this. Im glad I took the time to read on past the first paragraph. Youve got so much to say, so much to offer. I hope people realise this and look into your page.

  54. Fantastic blog! I dont think Ive seen all the angles of this subject the way youve pointed them out. Youre a true star, a rock star man. Youve got so much to say and know so much about the subject that I think you should just teach a class about it…HaHa!

  55. Great post! i subscribed your blog.

  56. Fantastic topic, keep up the good work Smile

  57. This is tough. I’m not calling you out though, personally I think that its those that aren’t motivated to change.

  58. I just cant stop reading this. Its so cool, so full of information that I just didnt know. Im glad to see that people are actually writing about this issue in such a smart way, showing us all different sides to it. Youre a great blogger. Please keep it up. I cant wait to read whats next.

  59. This is a smart blog. I mean it. You have so much knowledge about this issue, and so much passion. You also know how to make people rally behind it, obviously from the responses. Youve got a design here thats not too flashy, but makes a statement as big as what youre saying. Great job, indeed.

  60. Im not going to say what everyone else has already said, but I do want to comment on your knowledge of the topic. Youre truly well-informed. I cant believe how much of this I just wasnt aware of. Thank you for bringing more information to this topic for me. Im truly grateful and really impressed.

  61. The blog is really informative and i like to share it with my friends we can easily learn more about web designing through this post thanks for post

  62. I was wondering if you ever considered changing the layout of your blog? Its very well written; I love what youve got to say. But maybe you could a little more in the way of content so people could connect with it better. Youve got an awful lot of text for only having one or two images. Maybe you could space it out better?

  63. If I might –perhaps you should consider adding a few images. I dont mean to disrespect what youve said; its very enlightening, indeed. However, I think would respond to it more positively if they could be something tangible to your ideas. Keep it up, but put a little more into it next time.

  64. Thanks for having the time to write about this topic. I truly appreciate it. I’ll stick a link of this post in my blog.

  65. Don’t stop blogging! It’s nice to read a sane commentary for once

  66. Thanks for the nice blog. It was very useful for me. I’m happy I found this blog.(^_^)

  67. Should we not see this more in the mainstream media if this were a widespread phenomenon? I rarely observe of this on the cable news networks. Either this article is advanced, or you have overreached in your article.

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