The value of empathy
Talk the Talk
Actively listening and focusing on feelings are keys to building stronger client relationships and reducing the risk of compassion fatigue in yourself.
Much has been written about how caring the veterinary profession is and how the extent of our caring can lead to high levels of stress, burnout and compassion fatigue. People, companies and organizations that focus on ways to improve personal well-being are producing studies and surveys and leading seminars and discussions aimed at creating healthier […]
Happy visit, happy business
Client-led, no-charge tours familiarize anxious pets with the hospital environment. Don’t forget the treats.
Most consumers express increased satisfaction when they hear the magic word “free,” whether it’s a complimentary upgrade on an airplane flight or a no-cost vanilla latte at Starbucks. Business owners, however, often struggle to find value in giving away a product or service. Allow me to introduce you to the Happy Visit, a free service […]
Is your website ADA compliant?
The Americans with Disabilities Act requires equal access to online content. Poke around like a user to find problem areas, and work with your web developer to make fixes.
We all find a reason to log onto the web every day, whether to connect socially with friends and colleagues, pay bills, do research, or perform countless other tasks. (That is unless we’re #unplugged!) However, most people — and that includes veterinary practice owners — are unfamiliar with the fundamental guidelines created under the Americans […]
Buy the dozen
Talk the Talk
Persuading clients to purchase a 12-month supply of preventives gets easier if you explain the benefits well and price your products competitively.
Do you get frustrated when trying to convince clients that flea, tick and heartworm prevention is not just a seasonal issue? We know that pet owners need to give preventives year-round to maintain efficacy and ensure pet health. But clients still walk out the door without purchasing products. Or they buy one to six doses and […]
Trust the process
Reducing fear and stress in patients might require changing the workplace culture. Once you have the team’s attention and buy-in, your clients will take notice.
It’s a busy Monday morning at your practice, full of appointments and a few walk-ins spilling over from the weekend. And then, in the midst of controlled chaos, an anxious German shepherd is scheduled for a 20-minute appointment to “check hips.” A few years ago, just writing those words would have sent my shoulders hunching […]
The right mobile application can enhance your practice, your relationship with clients and, most importantly, pet health.
It’s all too easy to become overwhelmed by new offerings flooding the veterinary marketplace. While many of the shiny, new mobile apps are worth their weight in gold, cutting through the noise to determine the best fit for a veterinary practice isn’t so simple. As more companies promise to enhance engagement with the modern pet […]
Take the fear out of diagnostics
If your procedures leave pets petrified, isn’t it time to try something else?
I vividly remember a Tuesday morning many years ago. I woke up incredibly sore and tired, and I had no recollection of why I felt that way. I hadn’t worked out recently and, although I had two heavy toddlers, the previous days were the same routine — no heavy lifting or theme park toting. And […]
Choose your words carefully
Talk the Talk
Clients don’t respond well to lectures. Strive to partner with them for the good of the patient, and remember to ask open-ended questions to jump-start conversations.
Last summer a friend and I had a conversation about nutrition for her dogs. Well, at the time I thought it was a conversation. She was feeding a boutique brand of food because of the supposed benefits, which to me sounded like nifty marketing rather than real science. Of course, I jumped on the opportunity […]
Raise your standards
Talk the Talk
Authentic, personalized client service will differentiate your practice.
We can all think of a business where an employee told us to “Have a nice day” as we left. Years ago, I imagine, the phrase “Have a nice day” was meaningful. At its best, the phrase conveys politeness and indicates that an employee has had basic customer service training. At its worst, it can […]
The forgotten feline
Too many veterinary practices focus on dogs in their marketing efforts. Cats and their owners deserve your attention.
The relationships we form with animals are something of a spiritual experience. The way they sense our emotions, or how we read their moods just by looking at their eyes, hint at an extraordinary connection. Despite our love of animals and pets, and their constant representation on websites and social media channels, I’ve found that […]