Client Communication

From Lickability to Likability

If you want clients to return, you must pass their sniff test. So, start by understanding the liking principle.

Veterinary Education

Surgeries and Resumes

As Oregon State got back on track, third-year veterinary students pondered their patients and post-graduation plans.

Diversity and Inclusion

Our Courageous Conversations

A pained phone call between two friends led to a podcast series that opened their eyes to the other’s perspective on race, politics and the veterinary profession.

Practice Management

Unraveling a Few Emerging Problems

Veterinary life got more complicated during the pandemic, saddling teams with personal and practice-wide challenges.

Practice Management

Our Trusty Retrospect-o-scope

Practice leaders focused on the needs of their teams during the pandemic, ultimately putting people before profits.

Client Communication

Just Say No? No!

When faced with situations that call for a “no” or “not now,” state early in the conversation that you want to help and will try to do whatever you can to assist the pet owner.

Client Communication

The Unspoken Truth

Pet owners can signal their thoughts and feelings through nonverbal communication.

Client Communication

The Gift of Gab

Practice leaders don’t always fully appreciate the link between efficiency and providing the training that CSRs need to excel.

Client Communication

It’s About Time

An easy way to fix inefficient client communications is team training.

Client Communication

Words Matter

Changing communication habits takes dedication, but team members who put in time and effort will be rewarded.

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