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 They discuss how front-desk teams absorb the brunt of accumulated hostility, why “just apologize” may be an outdated client service model, and how social media culture has made some clients eager to catch veterinary teams “messing up” on camera.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.

Mistakes happen in veterinary practice, but what defines a great team is how they respond. This week on The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, tackle one of the toughest and most universal realities in veterinary medicine: what to do when something goes wrong.

From small slip-ups to serious medical errors, Ernie and Beckie explore the importance of mindset, communication, and compassion when addressing mistakes. They outline how leaders can create a clinic culture where errors are discussed openly rather than hidden, and where accountability doesn’t come at the cost of psychological safety.

Listeners will learn how to recognize when an error stems from system failure, training gaps, or human fallibility, and how to approach each one with fairness and consistency. The hosts also address how to rebuild trust, both within the team and with clients, after something goes wrong, and when a private conversation versus a public learning moment is appropriate.

This episode challenges veterinary professionals to replace shame with systems thinking, silence with coaching, and fear with empathy. Whether you’re a practice owner, manager, or team member, this conversation will change the way you handle, learn, and grow from mistakes in veterinary medicine.