Put vets before pets
An unwavering commitment to your job can leave little time to take stock of what's missing from your life.
I ran this sentiment by several colleagues: “Vets before pets.” No surprise that each person’s first impression was less than favorable. It somehow sounded bad, uncomfortable, flat-out wrong. Perhaps it is. But nevertheless, allow me to explain. Our profession is wonderful; the value we add to society is unmatched. We are truly a double- bottom-line profession. […]
Talk the Talk
Critical points of contact build pet owner loyalty
Clients will remember three key front-office interactions.
When pet owners visit a veterinary practice, their first and last interactions are typically with the front office team. Consequently, client service representatives (CSRs) need to be well-trained to create positive impressions. A pet owner’s service experience is a major factor in determining how bonded she is to the practice and how likely she is […]
Go With the Flow
When in doubt, improvise
With presence of mind, you can notice more, let go and use everything at any moment and in any context.
We imagine that many of you, like us, are fans of improvisational comedy. We can’t help but be amazed when Wayne Brady, one of the stars of “Whose Line Is It Anyway?” fabricates complete song lyrics in real time using a musical genre, melody and theme that’s given to him only moments before he goes […]
Why not follow human medicine?
Physicians offer payment plans to clients, and a veterinary practice can, too.
You need a non-emergency medical procedure that costs about $6,000. Since your health insurance plan includes a $6,500 annual deductible, your doctor asks you to prepay for the procedure. What do you do? It might sound crazy, but it’s not. Situations like this one are happening more often as consumers face higher deductibles in order […]
The anatomy of privilege
If we are not mindful and deliberate, privilege and rankism can result in toxic work environments.
The term “privilege” has become one of the hottest buzz words in the diversity and inclusion lexicon. The word is often considered provocative in discussions due to a fairly abstract notion of who has it and why. I’d like to break down the concept of privilege and how it might be seen in and around […]
Put some thought into personality assessments
Testing can help identify the right person for a job, but be sure to choose the right exam and to develop a policy for its use.
Workplace culture in a veterinary practice is significantly influenced by the personalities of the people who work there. So, it makes good sense to gain a clear understanding of personality assessments and how they can benefit a practice. In 2015, the Society for Human Resource Management (SHRM) published an in-depth piece about personality tests and […]
Politics and Policy
Only a lawyer could figure out a veterinarian’s reporting duties when animal abuse is suspected.
The virtue or vice of a federalist system of government — where the states retain powers to legislate — is the wide disparity in how laws affect the same category of persons or businesses. Nowhere is this truer than with each state’s approach to a veterinarian’s duties to report animal abuse by a client. Veterinary […]
Take stock of your inventory
Resolve to do better in 2018 in determining the best product mix for your practice and how many of each to have on hand.
Another year is almost in the books and 2018 will be upon us quicker than you can say, “Merry Christmas and Happy New Year.” Traditionally, the end of the year brings the holidays, celebrations with families and friends, and, of course, delicious foods and treats that have us packing on the pounds. It also brings […]
Don’t fear the unknown
Market your stress-free clinical approach by capitalizing on social media options and optimizing your practice website.
When I went to veterinary school many years ago, there were no marketing classes, no search engine optimization lectures, no discussion about social media or Twitter followers, and not a single hour on how a website can “make or break” your practice. In fact, I don’t think these topics were even a glimmer in my […]
Talk the Talk
Hear, see and feel
Accommodating a client’s preferred learning style can lead to a more educated pet owner and better compliance.
Several years ago, I took my Papillon, Chloe, to a veterinary dentist for removal of an oral tumor and any necessary dental care. In addition to reviewing details of the surgical procedure, he showed digital radiographs to explain which teeth needed to be removed. The dentist’s combination of auditory and visual client education built trust […]