“We need to treat all clients equally, with the same amount of empathy and respect. But there are times when it is appropriate to “fire” a client.” In this episode, we explore the delicate art of saying no, focusing on how to do so effectively and empathetically with clients, and how to guide employees in doing the same. Our guest, Joan McCue, CVPM, brings her experience as a veterinary practice manager in South Carolina to the conversation. Joan shares insights on the difference between a sharp “no” and a more considered decline and offers strategies for explaining the reasoning behind a no to ease client concerns.