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Veterinary Practice News Editorial Blog:
Thursday, August 13, 2009
Heroes of the Front Office
By Katherine Dobbs, RVT, CVPM, PHR
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Some of us, me included, feel that we were drawn to veterinary medicine by a “calling.” The veterinarian was called to complete an education in order to help heal animals. The technician was called to be the right hand person to help that veterinarian heal animals and provide nursing care. But are front office team members called to take their place at the reception desk…do they wake up one day and say to themselves, “I really want to work at the front desk of a veterinary practice!” In my experience, probably not. They either want to get their foot in the door of veterinary medicine to be able to eventually move to “the back,” or they decide that they want to work with animals while they pursue a different career path altogether. This is why turnover is so prevalent in the front office of the veterinary practice, because it attracts a certain number of transient people that stay a while but perhaps not a long while.
Yet while they are holding this position at the front desk, they provide an enormous service to the pet owning public, and are critical to the success of the practice, even if they are just moving through. Then there are those who have indeed chosen to stay at the front desk as a career. Again, did they receive a “calling” that led them to this position? Likely not. They may have been just passing through at one time, but something about this place in the veterinary practice has compelled them to stay. They may have discovered that they like people more than they thought, and the satisfaction they receive from helping these pet families is important to them. Perhaps they were on the move to “the back,” but have lingered in the front because they get the best of both worlds - they get to see pets without being the one who has to inflict undesired medical procedures and administer unwanted medication, and they get to be a part of helping the pet family.
Yet they also have the worst of both worlds. They have limited interaction with the pets they see, and they are on the front lines when crisis or upset occurs. These front office team members must be ready for anything to come through the door, including emergencies with pets and unsatisfied pet parents. They must handle difficult interactions with grace, and maintain a pleasant demeanor despite what they may feel inside. They must represent the practice in the best light possible, and have a smile for everyone they greet. It is an enormous responsibility, and sometimes even they don’t realize just how special they are. It is up to all of us to ensure that the front office team members continue to project a positive outlook, and we are all an essential part of helping them feel this way. If you haven’t done it yet today, be sure to say Thanks for a job well done to your Heroes of the Front Office.
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