We all know 2020 was a rough year. So bad it's become cliché to say so. Still, that's no reason to begrudge ourselves this one indulgence. Especially given that complaining about 2020 has been elevated to an art form by so many. So I hope you'll grant me, at least, the opportunity to state the obvious: If you're a veterinary professional, 2020 was the year of the angry client.
Unless you've been hiding in a corner behind the anesthetic equipment (and who would blame you?), you'll have noticed COVID's new veterinary paradigm of "curbside convenience" is neither truly curbside nor terribly convenient.
For most consumers of veterinary services, "curbside" is a euphemism for "sit/stay in your car" and "convenience" could hardly look less like its dictionary definition. This is how our clients see it. I know this because I hear about it all day long. My clients are smart, educated, involved, and (mostly) compliant. Unfortunately, they're also not shy about telling me what they really think.
