🎁 Register today to win an exclusive gift valued at $900 | FREE LIVE PANEL — June 24, 2026 at 8:00 PM EDT | Limited seats · Replay sent to all registrants | De-escalation · Boundaries · Front-desk protocols | 🎁 Register today to win an exclusive gift valued at $900 | FREE LIVE PANEL — June 24, 2026 at 8:00 PM EDT | Limited seats · Replay sent to all registrants | De-escalation · Boundaries · Front-desk protocols |
Veterinary Business Institute
Register Free →
Live Webinar · Free to Attend
🎁
Exclusive gift valued at $900 — every registrant who attends live is automatically entered to win.
Date
June 24, 2026
Time
8:00 PM EDT
Format
Live Zoom Panel

Cost-Based Anger in Veterinary Clients

In a price-sensitive environment, cost-based anger has become a leading driver of veterinary team stress and burnout. Learn the language boundaries, de-escalation protocols, and front-desk strategies that protect your team and rebuild client trust before the bill even arrives.

Bob Murtaugh
Bob Murtaugh
Internal Medicine Specialist · Founding Dean (Ret.)
Amelia Knight Pinkston
Amelia Knight Pinkston
Founder · Life Boost with Amelia
Erica Lee
Erica Lee
Senior Director · Phone Sales & Retention
--
Days
--
Hours
--
Mins
--
Secs
🎁
Exclusive gift valued at $900 — every registrant who attends live is automatically entered to win!
Save Your Seat

Reserve Your Free Spot

Replay sent to all registrants · Live Q&A included

⚡ Limited seats available
🔒 Your info is secure. We never spam — unsubscribe anytime.
Live Q&A Replay Included Practical Scripts
Key Discussion Topics

What We'll Cover

Practical, implementable strategies you can use in your practice the very next day.

1
Understand the psychology behind cost-based anger and how to navigate financial friction with clients
2
Define clear de-escalation language and communication boundaries to ensure team safety in difficult conversations
3
Set healthy boundaries to protect team mental health and prevent burnout — without losing professional compassion
4
Develop proactive front-desk protocols for better expectation-setting and trust-based messaging before the bill arrives
About This Session

Protect your team — without losing your compassion

Join the Veterinary Business Institute for a critical client experience panel designed for veterinary owners, practice managers, and front-line teams navigating the rising tide of financial friction and client frustration.

We'll dig into the psychology behind cost-based anger, define language boundaries that keep teams safe in difficult conversations, and walk through front-desk protocols that build trust before the bill ever arrives.

This Panel Is For You If...

  • You own, lead, or manage a veterinary practice
  • Your team is exhausted by client confrontations over cost
  • Front-desk staff carry the brunt of financial friction
  • You want clear de-escalation language and boundaries
  • You're losing good people to burnout from cost-based conflict
Meet Your Panelists

Learn From The Best

Bob Murtaugh
Bob Murtaugh
Internal Medicine Specialist · Founding Dean (Ret.)
A small animal internal medicine specialist who graduated from veterinary school in 1980 and completed his residency at Ohio State in 1984. After joining the Tufts University faculty, Bob co-founded the emergency and critical care specialty, served as Chief of Staff at DoveLewis Emergency Animal Hospital, Regional Medical Director at VCA, Chief Medical Officer at Thrive Pet Healthcare, and Founding Dean of Rocky Vista University, College of Veterinary Medicine in Montana before retiring in 2026.
Amelia Knight Pinkston
Amelia Knight Pinkston
Founder · Life Boost with Amelia
Veterinarian, integrative health and life coach, and speaker who helps veterinary professionals shift out of survival mode for sustainable success that feels good inside and out. Founder of Life Boost with Amelia, combining over a decade of clinical experience with neuroscience and a mind-body approach. She supports teams, pet owners, and patients through RACE-approved coaching programs, leadership tools, and her podcast.
Erica Lee
Erica Lee
Senior Director · Phone Sales & Retention
Senior Director of Phone Sales and Retention with nearly 14 years in contact-center leadership. Erica started on the phones in Member Experience and has grown through numerous roles since, remaining focused on improving pets' quality of life and creating meaningful, fulfilling experiences for team members. A heart-led voice on phone-line client communication and a dog (and cat) lover.

Ready to Take the Edge Off?

Free registration · Live Q&A · Replay included · $900 gift giveaway

Reserve My Spot →