In the midst of crisis, turn fear and anxiety into clinic opportunities.
Asking my team members “How are you?” was difficult in the throes of the COVID-19 pandemic. The responses typically were accompanied by sagging shoulders and expressions of frustration, sadness or uncertainty. The pandemic waged war on our physical, emotional, and mental and financial health, but we continued to drag ourselves to work to fulfill our […]
Be a guiding light
Talk the Talk
Communicating resilience, hope, compassion and empathy during a crisis builds strong bonds between a veterinary hospital and its employees and clients.
Ten days after 9/11, I watched “America: A Tribute to Heroes,” a television special featuring many celebrities. Bruce Springsteen gave a moving performance of “My City of Ruins.” The following year, he released his album “The Rising,” which was based in large part on his reflections of the Sept. 11, 2001, terrorist attacks. I like […]
The true you
Spend time writing your online biography so that it communicates the essence of your personality and values. Pet owners look for a genuine connection when they search for a veterinarian.
What we convey to pet owners via our website and social media accounts speaks volumes about us. The truth is, the majority of pet owners will “meet” you online before they ever see you in person. A quick Google search will return dozens, if not hundreds, of results about you and your veterinary practice. This […]
Team up to tackle pain
Too many dogs and cats don’t receive needed relief. Hospital staff should use the power of observation and diagnostics to do what is best for the patient and to build client trust.
I wish the following statements were purely historical, but as shared by Dr. Michael Petty during a discussion of the business of pain management, they are being spoken in veterinary clinics today by some of our colleagues. “Pets don’t feel pain like we do.” “It will help my patients’ recovery if they feel some pain […]
Don’t confuse the issue
Talk the Talk
Shared decision-making between the veterinary team and pet owner promotes better patient outcomes.
I’ve noticed a trend in exam room communications that can lead to fewer clients complying with treatment recommendations. The problem is that pet owners are often given a list of treatment options without enough education and guidance from the veterinary team. When this happens, confusion sets in and pet owners defer or decline recommendations. The […]
Marketing to your clients and other pet owners is more effective when you engage them and encourage their involvement. Storytelling can open the floodgates and improve your practice’s visibility.
Whether we’re aware of it or not, people of all types and all around the world gravitate toward emotional messages. Think about the last book you read or the last movie you watched. Chances are, you either liked or disliked the story because of the way it made you feel. Yes, the way we feel […]
Talk the Talk
Improve your staff training and enhance your marketing to persuade more clients to follow your dental care recommendations.
I have a confession. Gidget, my beloved long-haired dachshund, needs dental care. She has bad breath, mild gingivitis, tartar and evidence of early infection on her back molars. So, why haven’t I scheduled her appointment? Aside from the fact that I’m super busy, I dread leaving her at the hospital and waiting for the call […]
7 strategies for a fearless start to 2020
From sedation to communication, much can be done to make a veterinary visit less stressful for pets and their owners. Don’t forget the towels.
It’s a new year and a new decade, which should give us even more incentive to strive for a better personal and professional life. As you check off another item on your list of resolutions, consider these seven ways to eliminate or reduce fear, anxiety and stress in your patients, clients and team members. 1. […]
5 technology must-haves
Your clients take advantage of everything the modern world has to offer, and so do you. Then why is your veterinary practice so far behind?
Technology has changed how our world operates in almost every way imaginable, from the way we connect with family and friends to the ways we shop, work and live. Let’s start by looking at something universal, like shopping. A recent study predicted that e-commerce sales will balloon to $4.5 trillion by 2021, up from $2.3 […]
The fearless journey of a homeless pet
Veterinary practices should partner with shelter and rescue organizations to ensure that animals are ready for adoption and get the lifelong medical care they deserve. A new Fear Free program can help.
U.S. shelter groups care for approximately 10 million or more homeless animals annually, mostly dogs and cats. Why is this important to small animal practices? Because we should strive to: Make these dogs and cats our patients and their new owners our clients. Improve and maintain the animals’ physical and emotional health. Help the pets […]