How we deal with complaints has changed enormously during my career. I still remember an older vet dealing with an unhappy client in a way that basically amounted to telling them where to go, in rather more ‘direct’ language: “Get out of my practice!”
I don’t think that was unusual at the time. We've thankfully come a very long way from that, although I'm not convinced that, in the interim, we ever really cracked the complaints piece.
