Dealing with Late Clients

When a client shows up even just a few minutes late to their scheduled appointment, it can cause a domino effect, impacting the rest of the day’s appointments. Not only does this hinder productivity and leave your staff frazzled, but it can dampen the experience for the clients who show up on time. Late shows are a frustrating reality for anyone in the service industry, but there are some things you can do to address and manage past-due arrivals in your veterinary practice.

First and foremost, create a formal late policy. This can entail any or all of the options below, but it should be formalized, documented and clearly communicated to all clients. The last thing you want is to end up with an angry client taking things out on your front desk team when they are told they can’t be seen for their originally scheduled appointment. This isn’t good for your staff, and it looks bad to the other clients who are waiting.

Assess The Level Of Tardiness

If a client is only running a few minutes behind, it may be possible to still see them. However, the doctor may need to shorten the length of time he or she will be able to spend with the client and patient. Make sure the client understands that the appointment is being abbreviated and explain to them in a friendly, professional manner that it’s because they arrived late. Accountability is of the utmost importance.

Put The Onus On Them

If a client arrives for their appointment too late to be seen right away, one way to handle it is to treat them as if they are an emergency walk-in and place them on the waiting list for the next available opening. This does two things. It helps keep your schedule on track for your other clients, and it makes the experience a little less pleasant for the late-shower. Knowing there are consequences could deter similar behavior in the future.

Provide Options

If you don’t or can’t accept walk-ins, offering to reschedule is another option. Simply explain to the client that the doctor had to move on to the next appointment in order to stay on schedule, and then provide a few alternative days/times that would work to reschedule them. Or, you might offer to keep the patient in question for the day so you can squeeze in their appointment when there’s an opening. Think of the various options that are feasible and that you feel comfortable with.

Train And Prepare Your Staff

Whichever option you prefer to go with when dealing with late clients, it’s your front desk team who will be tasked with delivering the news. You want to make sure they’re well-prepared on the policy and capable of communicating that policy in a way that keeps things calm and prevents escalation. If you have to role-play with them until they get it down, do so. The more comfortable they feel with managing tardy clients, the easier it’ll become for everyone.

Last, but not least, be willing to cut ties. If a particular client makes a habit of always showing up late to appointments, it may be time to consider severing ties with them. It’s unfair to your staff and other clients to have the schedule disrupted every time the client in question brings their pet in. If you’re at this point, and you’ve tried all the other options to deter the behavior, simply suggest that they might be better off with a provider who offers a more flexible schedule.

Late shows may be par for the course in the veterinary industry, but they don’t have to completely derail your productivity. Knowing in advance how to deal with these situations can help keep your schedule on track, your staff on task and your business running smoothly.

Our Advice on Dealing with Late Clients in 2024

How do cultural differences impact punctuality expectations, and how can practices address this sensitively?

Cultural differences significantly impact punctuality expectations, with some cultures viewing time more flexibly than others. Practices can sensitively address this by understanding and acknowledging these cultural nuances. Educating all clients about the importance of timeliness through clear, culturally-aware communication can help. Additionally, incorporating slight buffers in scheduling can accommodate varying perceptions of punctuality while maintaining efficiency. Offering multilingual resources and staff training on cultural competence ensures that policies are explained clearly and respectfully, promoting a harmonious and inclusive environment for all clients.

How can practices use technology to reduce late arrivals?

Practices can leverage technology to reduce late arrivals by implementing automated reminder systems that send text messages or emails to clients about their upcoming appointments. These reminders can include time, date, and location, along with the option to confirm or reschedule. Additionally, integrating real-time traffic updates and reminders to leave early based on current conditions can prompt clients to plan accordingly. Digital scheduling systems that allow clients to see the consequences of lateness and select times that genuinely fit their schedules also minimize delays.

What is the psychological impact of strict late policies on client-veterinarian relationships and long-term client retention?

Strict late policies can have a dual psychological impact on client-veterinarian relationships. While enforcing punctuality can enhance operational efficiency and respect for everyone's time, it can also create stress or resentment if perceived as inflexible or harsh. To mitigate negative effects and maintain long-term client retention, practices should communicate these policies clearly and with empathy. Offering reasonable flexibility, such as grace periods or rescheduling options, helps balance enforcement with understanding, fostering a positive relationship and demonstrating that the practice values its clients' needs and circumstances.

Are there any studies on the economic impact of late clients on veterinary practices?

While specific studies directly quantifying the economic impact of late clients on veterinary practices are sparse, the general consensus is that late arrivals can significantly disrupt scheduling, leading to decreased productivity and financial losses. Delays affect the number of clients seen per day, stretching resources thin and potentially causing overtime costs. Research in broader healthcare settings, which parallels veterinary practices, shows that such inefficiencies can lead to substantial annual financial losses, emphasizing the importance of effective time management strategies to mitigate these effects in veterinary settings.

How do late policies impact staff stress levels and job satisfaction in veterinary practices?

Late policies in veterinary practices significantly impact staff stress levels and job satisfaction. A clear and enforceable late policy can help manage client expectations and maintain a smooth flow of appointments, reducing pressure on staff. Conversely, without effective policies, frequent disruptions from late arrivals can lead to overruns, hurried consultations, and increased stress, negatively affecting staff morale and job satisfaction. Implementing structured policies helps create a more predictable and manageable work environment, which can improve overall job satisfaction and reduce staff turnover.