Dear Angry Client Human Shield (a.k.a. customer service representative, vet assistant, receptionist),

woman working at front desk with happy dog

You’re awesome.  You probably don’t get to hear it enough but thank you for doing what you do.  It’s not easy, I know; I’ve been there.  Twenty years ago, I worked the front desk at Shores Animal Hospital in Gainesville, FL.  It was a promotion from the kennels because they felt it was good character building and were they right.  Not quite the shark tank that today’s environment can be; it was busy at times and by comparison, easier than today’s environment.

Anyone working up front now has it infinitely harder in today’s environment, and that’s why we appreciate you more than you know or we show (we’re sorry, and as vets, we’ll have to try harder).  Between the massive amount of phone calls, messages, emails, and doctor requests, you manage to do it all.  And we’re not even counting the times where you’re called to serve as vet assistant and help in the treatment or exam rooms.  Think of yourselves as a Swiss army knife who is useful in multiple situations.

Though it might not be said enough, thank you.  Remember your true value and worth to the practice as the first point of contact new clients make when they bring their beloved pet in the first time.  Keep up the great work and don’t forget to take your breaks!

Dr. Ryan Llera

The views and opinions expressed in this article are those of the author and do not necessarily reflect the position of the editorial team.


Dr. Ryan Llera is a small animal veterinarian at the Kingston Veterinary Clinic in Kingston, Ontario. Though originally from Florida, he married a Canadian (who is also a vet!) and they have a daughter. They share their home with 2 cats, 2 dogs, 1 horses and a pet rabbit. Ryan is also a regular columnist for a local Kingston news site. You can find more of his writing at or see what else he is up to on Facebook & Instagram.