Chapter 11: Tales from the COVID-19 front lines
“What actions are we going to take that will help propel us into a new normal that includes more compassion, more collaboration and more kindness?”
This week: Dr. Mia Cary on diversity, Dr. Peter Weinstein on leadership and much more. Read other installments in this series: Chapter 1 Chapter 2 Chapter 3 Chapter 4 Chapter 5 Chapter 6 Chapter 7 Chapter 8 Chapter 9 Chapter 10 Chapter 12 Chapter 13 Chapter 14 Chapter 15 Cary Consulting CEO and change agent Mia […]
Sales in a stay-at-home world
Regardless of whether you buy a particular product or service, the company representative is deserving of your time. You never know when a business relationship will pay off for your hospital and clients.
No one was surprised to hear that the sales forces of all the pharmaceutical and manufacturing companies were placed on home office detail when news of the pandemic broke. The COVID-19 crisis had completely changed the business landscape to include veterinary hospitals. As essential businesses, however, we have a critical obligation to continue to provide […]
Your digital messaging needs to stand out from the crowd if you hope to reach distracted clients. Great subject lines matter.
“Stay home, save up to 50%!” was the subject line of an email I received from one of my favorite retailers. It completely turned me off. Thanks to COVID-19, my business was down about 30%, I was terrified to look at my retirement account, and I wouldn’t have had anywhere to go in my new […]
We will bounce back
COVID-19 tested the ability of practice leaders to adapt to change. The profession will emerge better equipped to tackle the next challenge with optimism and grace.
What a dynamic time this is. As I write this article in mid-April, I wonder how my veterinary practice will be operating when you read this in early June or afterward. Will stay-at-home orders still be in place? Will the veterinary team at Daniel Island Veterinary Hospital be healthy and able to work? Will pet […]
COVID-19 forced veterinary practices to forgo clinic walk-ins and instead move to parking lot transfers. You can make such non-traditional interactions even better for the client.
If you had told me a few months ago that I would walk into a grocery store and see bare shelves, or that I would be required to stay home and wear a mask when I go outside, I would have said you were out of your mind. Yet, that is our new reality as […]
What COVID-19 has taught us
We learned to navigate through the unthinkable and prepare for the unknown.
As I write this article, the world is smack dab in the middle of a bona fide pandemic. We are all scrambling to adjust and continue to provide veterinary services to clients while at the same time trying to take care of our businesses, our employees and ourselves. It has been a tremendously stressful time […]
Eliminating pathogens in the age of COVID-19 is more important than ever at veterinary hospitals. Regardless of whether you use ultraviolet light, double doors or elbow grease, attention to detail is what matters.
Modern veterinary hospital design has long focused on pathogen control and biosecurity, but to be extra safe amid the COVID-19 pandemic, let’s review recommended strategies and features. The ideas laid out below are most applicable to clinics scheduled to be built or renovated, but a surprising number can be incorporated into existing facilities at minimal […]
Don’t go dark during dark times
Social media plays a key role during evolving situations like COVID-19. Clients will always count on you for pet care advice and as a voice of reason.
Just a few months ago, people were leading normal lives: eating at restaurants, spending time with friends and family, attending sporting events and shopping for groceries without fear of scarcity. In only a month or so, our entire world was upended as the global COVID-19 pandemic spread fiercely without consideration for country, race or ideology. […]
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 […]