Talk the Talk
Confident financial conversations are a team effort and serve to prioritize the pet.
Ten years ago, I gave a conference presentation on the still-relevant topic “Talking to Clients About Treatment Plans and Fees.” The catalyst for this article is what I’ve witnessed recently while working with several excellent practice teams: a focus on giving options to clients and saving money rather than concentrating on patient advocacy and the […]
Make every post count
A passive approach to Facebook won’t win you any fans. You need to engage with your audience through content that is fresh, inviting and enjoyable.
Facebook isn’t just a social media platform, it’s THE social media platform. Despite recent tremors that have invoked fundamental questions as to what responsibility Facebook has to monitor both users and content, Facebook users worldwide have steadily increased every year since 2008. In fact, as of the third quarter of 2018, Facebook had 2.27 billion […]
From critic to coach
Turn hostility into harmony by responding proactively, rather than reactively, when conflict arises.
What if you had the power to turn hostile situations into constructive conversation? You already do. You’re called upon to deliver bad news to clients, reprimand employees, and diffuse difficult people and situations. Issac Newton said, “Tact is the knack of making a point without making an enemy.” As a leader, you want to do […]
Stamp out email
Marketing to in-boxes delivers hideous open rates, so why not do something that is sure to grab the attention of an existing or potential client? Try old-fashioned direct mail.
We’ve all have heard the phrases “You get what you pay for” and “Penny wise and pound foolish.” Whatever expression you prefer, the message is the same: What you put out is what you get back. That being said, emails are free for a reason. Not too long ago, the amount of daily mail received […]
Fearless through the end
Learning to reduce anxiety and stress during hospice or euthanasia will elevate your hospital’s service and care and bring extra comfort to the patient and client.
I often find that the process of letting go of a patient alongside the pet owner is, ironically, what bonds the client for life. It is during these most emotional and vulnerable moments that we, as a veterinary team, have a responsibility and an opportunity to make a lasting impression conveying empathy, sympathy, compassion and […]
Goodbye fear, hello referrals
Educating clients about stress-free approaches and responding properly when pet owners become anxious themselves can lead to a healthier practice.
Our industry has become incredibly competitive. In Chicago, it seems that every major neighborhood has a few veterinary hospitals. Meanwhile, corporate medicine is growing, low-cost conglomerates are diving into the field, and more clients are buying from online merchants like Chewy.com and 1-800-PetMeds. Not only has all this created financial stress for independent practice owners, […]
What’s in a story?
Talk the Talk
Encouraging clients to talk about their pet or lifestyle will help bond them to your practice and improve compliance.
Imagine an older gentleman visits your practice for the first time with his newly adopted gray kitten, Gunny, who is due for a second set of vaccines. The veterinary team asks about the cat’s age, which vaccines were given previously and whether he was neutered. The veterinarian examines Gunny and brings up preventive care. She […]
Turn a negative into a positive
Knowing how to respond to a client’s less-than-stellar online review can help resolve a conflict effectively and respectfully.
I’ve written at length about the importance of your online reputation and how you can protect and enhance it to ensure your veterinary practice thrives day in and day out. What’s less fun to discuss is how bad reviews can harm your business. It’s not a matter of if one happens but rather when. Ignoring […]
Lost in translation
Failure to accurately assess a patient’s body language can lead to a petrified animal, an unproductive exam and poor owner compliance.
As a profession, we are making progress toward recognizing and treating our patients’ emotional health. We’ve implemented pheromones at home and in our practices, prescribed relaxation medications to give before a visit, added music and new color palettes to exam rooms, and introduced high-reward treats to enhance the patient experience. However, one incredibly important aspect […]
Talk the Talk
When client service falls short, remember the expression “Notice something, say something, do something.”
Something occasionally goes wrong at any business, but how employees respond to the situation can make the difference between losing and retaining a client. With planning and training, you can create a team that knows how to make things right when things go wrong. A significant part of the planning involves establishing that you have […]