Wield your influence
What a veterinary nurse says and does can make the difference between a pet owner following a recommended treatment plan or rejecting it altogether.
The veterinary nurse and every other team member has an important role in client compliance. But first, what is compliance? By our definition, compliance is the extent to which pets receive the services and treatments that have been recommended by the veterinary team, from preventive care to more complex medical treatments and procedures. Adherence, on […]
It’s your move
Employee noncompete agreements aren’t always enforceable, especially if time and geographic limits are too broad.
Have you ever recruited the perfect job candidate only to find he had a noncompete agreement with a current or former employer? At a time when unemployment rates are low, the situation can be particularly frustrating. A common assumption is that legal liability for breaching a noncompete falls on the employee. Unfortunately, that’s not always […]
The art of centering
Go With the Flow
Being able to see any situation from a calmer and more balanced vantage point is one rung on the ladder to achieving flow.
This column has focused on exploring flow, that state of complete clarity and awareness in which you feel most enlivened and operate from a state of relaxed ease and, even, bliss. This time, let’s look at the role of centering as a step in achieving flow. Centering is a way to calm the mind and […]
You make the call
Timely follow-up communication underscores your practice’s commitment to client service and patient care.
The concept of client callback systems is not a new one. Veterinary practices have used them for years and have seen positive results. Most practices started with lab results and then added surgery callbacks a day or two after the procedure. Sadly, many hospitals stopped here, thinking that was enough. The common assumption is that […]
The devil’s in the details
Not understanding common contract terms and failing to renegotiate certain provisions when appropriate can cause unnecessary risk and liability.
Reading the fine print in a business contract is probably not your idea of a good time. You have a busy practice and negotiating contracts is clearly not why you became a veterinarian or hospital administrator. That said, every business owner or manager should have a firm understanding of which contract provisions require careful review. […]
Unmotivated employees hinder the progress of hard-working, career-oriented achievers. Both groups need your attention to ensure a healthy work environment.
Imagine a bucket full of crabs that can clearly see the opening overhead. They topple and climb over each other as they try to scale the lip of the bucket and reach freedom. At the bottom are a few crabs that don’t want to make the climb. In fact, not only do they not want […]
Rather than look at maternity leave and parental needs as impediments to business, see the bigger picture and adopt a practice culture that communicates empathy.
While I have always respected the roles that mothers play in society, it was not until I became a mom that the breadth and depth of the job sank in. I have the tremendous fortune of working for a true servant leader, a working veterinarian-mom of three who is sympathetic and accommodating to the demands […]
No social media policy? Get one posthaste
Your hospital’s reputation could be at stake if a team member’s online remark goes too far, so be sure to craft clear, legally defensible guidelines.
The use of social media can be a double-edged sword, especially in the workplace. On the plus side, social media is a wonderful vehicle for marketing a veterinary practice and connecting with current or potential clients. On the darker side, what happens when an employee posts content that reflects negatively on your practice? Should you […]
Money is wasted during each minute of a meandering back-office meeting. You need to set a tight schedule, establish ground rules and be selective with the invitations.
Staff meetings, department meetings, management meetings, lunch and learns. Veterinary professionals are not immune to the meetings epidemic that plagues many companies. Meetings are often a necessary evil, but many of them are unexciting, unfocused and unproductive. We rarely stop to think about the real cost of meetings because, after all, the attendees are clocked […]
Mystery shopper report
Download Mark Opperman’s Mystery Shopper Report here.