Why Listening is an Important SkillApril 5, 2016When I was in the third grade my teacher wrote on my report card that I talked too much. I adopted that identity and became quite a “talker.” In fact, I enjoyed being an expert in various categories and loved talking about what I knew. I saw myself as an educator. It wasn’t until many years later when I took a course in listening that I learned that a) I didn’t have to do all the talking, b) I could learn a lot from others, c) listening really is a skill, d) listening opens others to listening and learning and e) this skill has the power to lead to deeper understanding and relationship building. The first time I tried this new skill, I met a little girl who told me that she was going to have her tonsils out. Before I took the course, I would have said, “Oh, that’s too bad,” or “Now you’ll get to have ice cream when you’re in the hospital.” Instead I said, “Oh, really?” She looked up at me and said hesitantly, “Yes, and I’m really scared.” Courtesy Lee Golpariani Anxious little girl: Dahlia Golpariani That was the evidence I needed that there …
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Are Fear-Free Veterinary Practices Practical?April 4, 2016Jill Breitner, a professional dog trainer and author of the Dog Decoder app is telling pet owners that fear-free veterinary clinics as the "only way to go." In an article for our sister Dogster, Breitner recommends fear-free clinics because pets are "unnecessarily traumatized." As she writes: "What goes on behind closed doors in some veterinary practices is not a pleasant topic to talk about, yet it needs attention. It needs attention because of the lack of education most veterinarians and their staff have in how to read and handle signs of stress and fear in dogs. There are no required courses in veterinary school that teach body language, behavior, or safe handling of animals, so they are not to blame. With limited time to get the veterinary tasks done, our pets suffer needlessly. Thankfully, though, as we continue to be a more aware and educated society regarding our dogs, veterinarians are being called upon to learn better practices." The fear-free movement is a growing trend in the veterinary world, with veterinarians like Marty Becker, DVM, and
Veterinary SEO Quiz: How Do You Rank?March 30, 2016Are your clients finding what they need and want on your practice’s website? Is your site following basic search-engine best practices? How findable is your veterinary practice’s website for new and prospective clients? Test your knowledge with this quick and fun quiz! 1) How many pet owners who regularly visit the veterinarian also go online for more pet health information, either before or after their visit? 1 in 10 3 in 10 4 in 10 6 in 10 Answer: D, 6 in 10.1 According to a survey of more than 1,000 pet owners in the U.S. who regularly visit their veterinarian, 6 in 10 are researching their pet’s health online in addition to going to the veterinarian. 2) True or false: When I perform a search for my practice website or pet-health issues in Google, I’m seeing the same results my clients are. Answer: False. Google and other search engines provide individualized search results based on a number of factors, including location, personal search history, social connections and more — even in private mode.2 In other words, while you and your clients are probably seeing similar types of results …
Are You Forward Booking?March 24, 2016Dentists are experts at forward booking patients’ next exams. Veterinary receptionists should embrace this proven business strategy. Tell clients at checkout, “Just as your dentist has you schedule your next appointment at checkout, we do the same so we can proactively manage your pet’s health. Dr. <Name> can see you on Wednesday, Dec. 14 at 10 a.m. or Friday, Dec. 16 at 3 p.m. for your pet’s next checkup. Which choice fits your schedule? We will remind you two weeks in advance in case you need to make changes.” The 2013 AAHA State of the Industry report estimated that moving the percent of forward booked appointments from 5 percent to 10 percent could generate $40,000 in additional revenue for a typical veterinary clinic (about 3 percent more in revenue growth) and a total of $350 million dollars in additional preventive care revenue for the profession as a whole. For tips on forward booking, watch a 5-minute video tip below: For more tips, go to my YouTube channel, CSVets, here.
7 Habits of the Most Successful Veterinary Practice LeadersMarch 23, 2016Want to lead your practice to its full potential? Successful veterinary practices don’t just happen. They develop over time under strong leadership. Here are 7 strong habits for leaders who want to build successful practices. Habit No 1: Know your priorities and communicate them clearly. People (i.e., your veterinary practice team) need a firm foundation, much like buildings need one. Without a “square” foundation, a building will never be stable. Priorities serve as a foundation for a business. You, the leader, may know your general priorities, but those who follow you need to know what they are too. If priorities are the blocks in the foundation, then clear communication is the cement that holds them together. How to you clearly communicate your priorities? Step No. 1 is to write down your list of priorities. Why? Here are some reasons: The list will help make it official to you and your team. As you work together, you can point out times when your priorities made a difference. You can incorporate your priorities into your mission statement. Once you have your written list of priorities, make them come alive. How do you that? Here are some examples: Acknowledge when a team member …
How to Have ‘The Talk’ on End-of-Life CareMarch 21, 2016One of the most difficult conversations to have in the veterinary industry is “the talk”—the end-of-life and euthanasia discussion. How does one approach clients to tell them their beloved companion must cross the rainbow bridge after 15 or more years together? How does a veterinary practitioner discuss options or bring up memorial keepsakes? What do you do if euthanizing is the only ethical and humane option but the client doesn’t want to let go? Veterinarians experience these scenarios every day, but no one ever warns them. Rarely is a practitioner given a heads-up on what to expect when she walks into the exam room—the client’s mindset, whether the owner has come to terms with the decision, the chance that Doctor Google was wrong. All these drastically affect the conversation a veterinarian is about to have with the individual. Weighing the Decision Ultimately, the final decision rests with the client. However, it’s up to the professionals to guide the client to the appropriate and humane decision. Clients may do whatever they can if there’s hope the pet’s quality of life can be maintained through medical care, surgery or ongoing therapy. …
How to Talk to Your Veterinary ClientsMarch 18, 2016You may be up-to-date on the latest medical research and have excellent skills with animals, but that won't help you if you struggle to communicate with your clients. Veterinarians rely on clients to carry out long-term treatment plans, to explain their pet’s health to other members of the household and to help understand the pet’s symptoms. If the client doesn’t understand what you’re saying or what information is relevant, you’re going to be unable to provide high-quality care. Fortunately, there are more tools than ever to help clients get the most out of their office visits. Avoid Jargon It may seem self-explanatory, but using medical jargon is one of the fastest ways to lose your clients. Jargon can make clients shut down and avoid asking questions because they feel self-conscious. That’s a problem because getting clear answers to questions ensures clients understand their pet’s health and what steps they need to take to ensure their pets’ healthy lives. One thing Wendy Myers, founder of Communications Solutions for Veterinarians suggests to help clarify any jargon that’s found its way into a conversation with a client is to ask, …
Why You Need to Start Saying 'No'March 17, 2016In the course of my 20 years in veterinary practice, I’ve learned lots of stuff—mostly the hard way. Worst of all, I’ve kissed lots of frogs. I know you have, too. Be they clients, employers, employees, product suppliers, service providers or business partners, we veterinary professionals interact with a wide range of possible reptiles. But as we all know, even princesses have to pucker up to get what they want. Yes, people will come and go. The hard part is learning to say “no” gracefully so you can move on to the next potential prince with the least amount of slime on your lips. Indeed, most of us eventually learn that declining specific actions, interactions and scenarios is well worth the stress that accompanies the negativity that comes with “no.” With maturity, we recognize that people, places and things we once tolerated are not worth the energy they demand, and we can finally muster the courage to bid them farewell—and fast. Unfortunately, the possibility for negative interactions has kept pace with the speed and complexity of modern veterinary practice. Whether you’re firing a client, splitting up your practice’s …
Bored Stiff? Why You Should Start Calling Vet ClientsMarch 15, 2016You finish surgery Wednesday morning, call clients with updates and eat lunch at your desk while finishing medical records from today’s procedures. You glance at the afternoon schedule and see only two exams. You’ve got four employees working until 6 p.m. Should you cut your losses and send half of the staff home early? Absolutely not! Veterinary technicians, assistants, receptionists and doctors need to start dialing. Call clients about necessary follow-up care. Besides improving patient care, callbacks generate immediate revenue. Here are four callbacks designed for every position: What Veterinarians Should Do Call about patients with chronic conditions. Search your practice-management software for patients with diabetes, arthritis, cardiomyopathy, thyroid disease, cancer, kidney disease and other chronic ailments. Scan electronic medical records before you dial to see which reminders are coming due. Even if no services are due, simply call to let clients know that you care about their pets. Goodwill can guarantee future visits. Say, “This is Dr. <name> calling from <your veterinary hospital>. I was just thinking of Oliver and wanted to see how he is feeling. I want to help …
Did They Just Say That?!March 10, 2016As a traveling surgeon, I spend a lot of time calling multiple veterinary clinics. So I've heard everything from the best to the worst in the area of phone etiquette. Most times, it's the most helpful, prompt and professional service I could ask for. My call is handled with efficiency and the reason I'm calling for is addressed quickly. But a few times, the things I hear make me shake my head in disbelief. Yet it is so critical to sound professional when answering the phone. Clients will prejudge the quality of medicine you practice based on what they hear on the phone. And they haven’t even met you yet! Here are some of the most offending situations I’ve encountered. First Words Heard Calling some hospitals can be frustrating. The line might be constantly busy, or the phone might ring endlessly, both of which are probably not good ways to manage a service-oriented business. Others clinics are reachable, but you are obligated to leave a message without talking to a human being. Sometimes, “Messages are checked hourly” or “Messages are checked at the end of each day” or “Calls will …
