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In order to successfully manage a case, it is important to discover the client’s primary concern and address it, even if only through discussion and explanation. Clients can become frustrated if they perceive that they aren’t being listened to or if their pet’s main problem isn’t managed. For instance, a client may present with the chief complaint that their dog is shaking its head. If the veterinarian focuses instead on the severe skin infection that is also present, and does not address the ear infection to a level that satisfies the client, they may leave frustrated and disgruntled. Frustrated clients may not follow through with therapy at home or future appointments.