Ready to quell the begging, barking, and all-around annoying behavior pets—and their people—exhibit at your practice? Consider this advice from pet behavior expert Wayne Hunthausen, DVM, and people behavior experts, Craig Woloshyn, DVM, and Michelle Guercio, CVT, CVPM.

BEGGING

Problem

Solution

For Ms. Ntitled, remember practices that give discounts attract people who ask for them—and vice versa. And if you set fair and firm prices, discounting jeopardizes your immediate and future financial needs. So create a new discount policy: No discounts for anyone. Not for multiple pets, dancing iguanas, or singing Chihuahuas. Then train team members to differentiate your practice to clients and explain how your fees allow you to care for Bear and serve Ms. Ntitled better.

BARKING

Problem

Barkley barks when he wants to go potty, eat, play—you name it. He's learned that's how he can get the attention of his owner, Mr. Howles. And Mr. Howles barks at team members when he thinks he hasn't received the attention he deserves.

Solution

Giving in to Barkley's barking will encourage this bad behavior. And barking back won't do any good, either—not for Barkley or Mr. Howles.

For Barkley, remind Mr. Howles to ignore the barking and encourage calmer behavior with exercise and toys.

A similar strategy will work to handle Mr. Howles. Ignore his little yips and take control of the conversation to create a calmer tone.

If Mr. Howles is disgruntled, separate him from other clients. Sincerely listen to his opinion, then respond, "We're sorry you feel that way." Then tell him how you'll handle the situation.

CHEWING

Problem

Fido uses the leg of your exam room chair as a toothpick while his owner, Ms. O'Blivious, chews the fat. She gnaws on every fact and recommendation you offer, countering with seeds of wisdom she's gathered from questionable Internet sources and spitting out the advice you give that doesn't suit her.

Solution

When Fido's mouth is out of line, remind Ms. O'Blivious to forget correction and focus on interrupting the bad behavior, redirecting his attention to his own possessions, and rewarding positive behavior.

For Ms. Oblivious, listen to her concerns and let her know you've heard and understand them. Then explain how the team will proceed to solve the issue. Assert yourself as an authority by demonstrating your knowledge with well-thought out and articulated replies using strong, accurate words.

To help Ms. Oblivious and other Internet-savvy clients find accurate information about pets and bond them to your practice, make your practice Web site clients' primary resource by including educational materials and links to reputable sources.