Hmmmm. Well....
I have never worked in a vet hospital that kept extensive records of client behavior. Payments made, sure- that can be found in the software. Aggressive dog or cat- yes, a note will be made to keep us all safe.
But client behavior?
I have come accross some really nasty clients over the years. Most of the time I understand that I just got in on a really bad day for them. Very rarely is it personal. And if a client is upset because of something the staff or I did, or something that happened on my watch, I think I'm pretty good at acknowledging mistakes and trying to fix them. There might be a note indicating the client was upset over the situation.
Yes, I have known clients that are rude to the staff on a regular basis. There is no need for notes on this one, folks- we all know who these people are. There are some clients we know will be more difficult than others.
Treat them differently? Really? Like what, I wonder- ignore them when they get in the waiting room? Leave them on hold? Spit in their pets' food? I hope not. All of our clients deserve to be treated with respect, and their pets with kindness.
In my opionion, if a client is aggressive to the staff, then that client needs to be told to go elsewhere.
Enjoy your pets!
PS- bonus points if you "get" the title
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