My practice manager lied on her resumeNovember 2, 2016I had a fantastic practice manager working with me for many years. She went on maternity leave and decided to stay at home with her kids for longer than anticipated, so I had to replace her.
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The no. 1 way to lose clients? DisrespectNovember 1, 2016Veterinary practices strive to stay busy. We’re driven by the need to help more patients. In order to keep on seeing more patients, we have to pay overhead costs, provide attractive staff salaries and earn a profit.
How to work out conflicts in the vet practice with mediationOctober 31, 2016Find someone who has known and loved her pets, and someone who was a top breeder and exhibitor of dogs — in her case Irish setters and longhaired dachshunds. Find someone who has knowledge of the law.
The latest, greatest resource on veterinarian communicationOctober 31, 2016I had the pleasure of meeting authors Cindy Adams and Suzanne Kurtz several years ago when I presented a workshop at the International Conference on Communication in Veterinary Medicine (ICCVM), which they founded and organized to advance training in communication, particularly in veterinary schools.
How to drive cat owners to your vet practiceOctober 31, 2016If you’re a cat owner, you probably have seen Andrew Lloyd Webber’s delightful musical, “Cats,” or identify with T. S. Eliot’s line, “I must remind you that a dog’s a dog – a cat’s a cat.”
How do I make sure the work I delegate gets done?October 29, 2016I’ve been a practice manager for a couple of years, and during that time my areas of responsibility have progressively increased. That’s not really a problem because I enjoy learning new things and being challenged.
How to fire someone ethically and legallyOctober 21, 2016In a business setting, the saying essentially means that employees who are the loudest (i.e., complain the most) get the most attention. Since nobody likes a squeaky wheel, we tend to dedicate resources to fix the problem.
How to make better vet client callsOctober 19, 2016Imagine your dog was just diagnosed with cancer. The news has numbed you. On your drive home, you rehearse how you’ll break the news to your children, and you prepare for tears and tough questions.
Why don't more veterinary practice owners and managers use business consultants?October 18, 2016Earlier this year, I hypothesized that the business model employed by the vast majority of veterinary business consultants is no longer working for practice owners.
My employee cries every time I give her feedbackOctober 13, 2016One of the vet techs in my practice, let’s call her “Jessica,” is in her early 20s. Every time I give her negative feedback, she starts crying. In fact, as soon as I ask to speak to her, she looks absolutely terrified and by the time we reach the office, her face has turned bright red and her chin is quivering. A few minutes into the conversation, tears are streaming down her face.
