Client Relationships with Erin Kilbane

<p><span style="font-weight: 400;">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.</span></p> <p><span style="font-weight: 400;">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.</span></p> <h3><span style="font-weight: 400;">Show Notes:</span></h3> <p><span style="font-weight: 400;">[2:22] - Erin describes what changes she has seen in client demands since the pandemic.</span></p> <p><span style="font-weight: 400;">[4:02] - In many ways, our empathy has slipped.</span></p> <p><span style="font-weight: 400;">[5:27] - Talking through situations and reminding ourselves and staff can ease the pressure of demanding clients.</span></p> <p><span style="font-weight: 400;">[6:36] - This is a service industry at the end of the day.</span></p> <p><span style="font-weight: 400;">[7:56] - Post-pandemic, Erin has seen staff members see the importance of client-facing roles.</span></p> <p><span style="font-weight: 400;">[9:21] - Erin sees staff more empathy towards each other, but need to increase empathy with clients.</span></p> <p><span style="font-weight: 400;">[10:42] - It’s important to remember that veterinary services are in the service industry.</span></p> <p><span style="font-weight: 40