In previous articles, we have discussed the misconception that professional dog trainers don’t need good ‘people skills’ because they simply spend the entirety of their days working with dogs. Of course, that couldn’t be further from the truth – after all, the dog isn’t the one who makes the decision to invest in their training, it is their owner or handler. Dog trainers need strong communication skills to manage and teach clients through their training program.
Even the most experienced and educated dog trainer can run into a ‘difficult’ dog training client. These clients may have unrealistic expectations for their dog, or simply struggle to implement the guidance they have been shown throughout the training process. They may blame the lack of progress on the trainer. In situations like this, it is essential to have a strategy in place so that you can protect your reputation as a trainer against unwanted or unjustified criticism. In this day and age, where consumers are quick to put businesses on blast via social media channels, this skill has never been more important.
Examples of a difficult client
If you have been training dogs for a while, you can probably think of a couple of difficult clients you have had along the way. They may fall into one of these categories:
- Unrealistic expectations. This is the pet dog owner who expects an instant transformation in their extremely reactive dog, not understanding that the process needs to be gradual and systematic.
- Inconsistency in follow-through. If you have a six-week in-home program, you are spending one hour per week with the dog; during the other 167 hours of the week (when you are not present), it is up to the dog’s family to be consistent with teaching. A lack of consistency can lead to stalled training outcomes.
- Conflicting philosophy. Balanced dog trainers often run into this struggle with clients who have the purely positive/force-free mindset. This clash of philosophies can prevent the optimal outcome for the dog if all parties are not on the same page.
- Conflicting information. Nowadays, there is so much free information available on YouTube or social media that clients may think they know best. If your client says, “I watched a YouTube video that said…”, or “I saw someone on Facebook suggest…”, you now potentially have to fight against information from other sources.
- Emotional attachment. Failing to set boundaries with a dog is a surefire way for unwanted behaviors to occur (and ironically often results in less freedom for the dog), yet because of the emotional connection that many owners have with their pets, they may struggle to implement your recommendations.
- Financial pressure. This can fall into a couple of scenarios. The first is when a client feels they are paying you a lot of money and expects instant results (which also overlaps into unrealistic expectations). The second scenario is when a training program has concluded but the owner continues to expect unlimited support outside of the scope of your standard training agreement.
Preventing problems at the outset
You may have heard of the phrase, “prevention is better than cure”, and it is applicable when choosing to (or not to) work with certain dog owners. Sometimes, a potential client isn’t a good fit for your training program, or vice versa. The key is establishing this before they make a payment and the training program begins.
In order to prevent these problems before they arise, it is key to have an intake process that includes honest conversations about expectations and timelines. On occasion, this might mean you have to give up your time in a phone conversation or at a short in-person evaluation with no remuneration. However, it is better to spend 30 minutes of your time to work out that the dog and their family may not be a good fit, than to invest several hours working with a family that clearly has unrealistic expectations for what can be achieved with your training. The latter scenario risks reputational fallout through no fault of your own. Being honest, transparent and upfront about what can be achieved (and when) prevents problems during the training program.
As you become more experienced as a dog trainer, you will likely get a sense for who may become a difficult client. It becomes almost instinctual from the early conversations you have with a dog owner.
When clients resist the training process
Of course, even with the most robust intake process, there will still be occasions when a training program doesn’t go to plan. Perhaps the dog is stubborn and doesn’t make as much progress as anticipated, or maybe the owners simply aren’t following your guidance or implementing your recommendations.
When it seems that owners aren’t listening to your guidance and become frustrated with the lack of progress, calmly explain (and re-explain) the method behind the training and hope that it resonates. You may need to find a slightly different way to explain the same theory or break exercises into smaller steps. Ultimately, you must have the mindset that even with your best efforts, if the owners are unwilling to put the work in themselves, success is going to be a struggle.
Know when to walk away
Many dog trainers may see a difficult client as a badge of honor – and might see walking away as failure. It obviously depends on the specific circumstances, but there are times when it makes sense to end the relationship respectfully.
If your client is becoming hostile to your training methods, then the chances of success are limited. If their expectations are simply unreasonable or unrealistic, despite repeated explanations, then it is often not productive to continue working together. Looking at the bigger picture, there is the risk for reputational harm through a bad review or social media criticism (even if it is unwarranted). Often, it makes more sense to walk away and focus your time on working with clients who will be receptive to your training.
In conclusion
Once you have enough years under your belt as a dog trainer, dealing with difficult clients is unfortunately an inevitability. However, you can reduce the likelihood of working with clients who are not aligned with your methods (or may simply not be a good fit) by creating a comprehensive intake process. Once your training program begins, take a step back if it appears that your clients aren’t grasping the training methods, and honestly evaluate if the relationship is worth continuing.