Round Table Discussion - When Clients Say No: Lessons from Pushback

Client resistance is one of the most stressful and common challenges veterinary teams encounter. From declining recommendations to frustrations around cost, scheduling, or medical advice, these moments can either fracture trust or open the door to deeper connection. This interactive roundtable will help your team turn difficult conversations into meaningful dialogue.

In this session, Stefanie Miller will guide participants through short teaching segments followed by open discussion, scenario-based activities, and group problem-solving. You will learn how to respond to resistance with clarity, compassion, and confidence while supporting both clients and team members.

During this session, we will explore:

• Real-world scenarios where resistance or pushback commonly occurs

• Communication strategies that preserve trust and reduce tension

• De-escalation techniques that help everyone stay grounded and safe

• Ways to uncover the real concern behind a client’s “no”

• Tools that help teams support each other before, during, and after difficult interactions

This roundtable is ideal for CSRs, technicians, practice managers, and anyone who engages with clients during challenging or emotional moments. Participants will leave with practical skills they can use immediately and a deeper understanding of how to navigate resistance in a way that strengthens relationships and protects team well-being.

Join us for a collaborative, discussion-rich session that will help your team turn challenging conversations into productive and supportive interactions.