This week on The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, ask a timely question many teams are quietly wondering: Are veterinary clients meaner this year? 

As the 2025 holiday rush collides with rising costs, canceled insurance policies, and shifting social norms, many clinics are experiencing increased client frustration and emotional volatility. From Dr. Ward fielding complaints about the weather-soaked Calabash Christmas Parade to everyday price-related outbursts in vet clinics, across the country, Ernie and Beckie explore why tensions feel higher and what veterinary teams can do to stay grounded.

The hosts break down the layered pressures behind client behavior: inflation hitting veterinary services harder than many other sectors, pet owners stretched thin by holiday-season spending, and a rise in sticker-shock rage. They discuss how front-desk teams absorb the brunt of accumulated hostility, why “just apologize” may be an outdated client service model, and how social media culture has made some clients eager to catch veterinary teams “messing up” on camera.

Most importantly, Ernie and Beckie outline practical strategies clinics can use now, before the holiday surge peaks, to reduce conflict, empower staff, and protect well-being. From setting boundaries to validating emotions without absorbing them, this episode helps veterinary professionals enter the season with clarity, confidence, and compassion.