How telephone tactics can capture new vet clientsJune 8, 2016On a busy Saturday morning, a price shopper calls your veterinary clinic and asks, “How much are shots for a new puppy?” With three callers already holding, the frazzled receptionist pleads, “We’re really busy right now. Can I call you back in 10 minutes?”
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How to improve vet staff moraleJune 7, 2016We recently had some IT issues in the practice and things have been slow for us. The team members are getting visibly frustrated and taking it out on each other. They are snappy and short at times, in a bad mood, rolling their eyes, complaining, etc.
How to help vet clients understand the downside of refusing drugsJune 3, 2016That fast-talking guy on the human prescription drug ads probably had to train for years to develop the lung capacity to get out all the warnings on the latest and greatest medication for what ails us.
Interview questions for veterinary supervisorsJune 1, 2016It’s an age-old debate when it comes to finding a supervisor in veterinary medicine: Do we “raise” our own, as in promote someone from the current team, or do we hire an “outsider,” and hope that the team can find it in their hearts to welcome this new person in charge?
What to do if your vet receptionist talks too muchMay 31, 2016I have a veterinary receptionist who is constantly talking! Her bubbly personality and friendly demeanor are the reasons I hired her in the first place, but I don’t think she can make the distinction between building rapport with clients and unprofessional chitchat.
How will you protect animals under your care during a natural disaster?May 24, 2016How likely would it be for pets in your hospital and kennel to survive a natural disaster like a flash flood, tornado, or earthquake?
Remember these 5 things about veterinary clientsMay 23, 2016Even after being in the field for one short year, it can be difficult to remember what it is like to be a veterinary client.
How do I tell an employee she has bad body odor?May 23, 2016How do I tell an employee she has bad body odor? I have a direct report who is absolutely awesome at her job, is professional and has a lovely personality, but unfortunately for the rest of us, she has really poor personal hygiene and bad body odor.
I terminated an employee, now my team hates meMay 19, 2016When I started working at the practice about 6 months ago, I came into a really negative team culture. The new owner hired me and the team was scared of change, so they blamed everything on me.
Are you paying attention to online reviews?May 18, 2016I used to have this incorrigible habit of completely ignoring my bank account’s precarious balance. The more I spent, the less I checked in on it.
