How Sweets Can Strength the Relationship With Your Vet StaffApril 28, 2016Keeping your support team happy means treating them with respect, including seeking their opinions on patients. It means paying them well and creating a productive work environment. It means supporting their professional development with continuing education. And sometimes, it means cupcakes. In my 36 years of working in and owning veterinary practices, I’ve developed a hearty respect for the simple act of sharing food with team members to help strengthen a great working relationship. Now, before I walk in the door at North Idaho Animal Hospital (NIAH), where I currently practice, I always find time to stop someplace wonderful and purchase delicacies sure to earn me a warm greeting from the staff. The smiles on their faces and the hustle in their steps help all of us better handle a typical busy practice day with aplomb. It certain makes me smile to see that day’s offerings dwindle steadily when I pass their place of honor on the pharmacy counter. I live an hour away from NIAH and add 20 minutes to my commute just to keep this tradition alive and fresh. One of my favorite go-to stops is the Bread Basket Bakery (run by a Mennonite family that can bake—oh, …
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These Veterinary Practice Signs Will Leave You LolingApril 27, 2016PawMyGosh put together a collage of great veterinary practice signs in their article "These Hilariously Clever Veterinarian Signs Will Have You In Stitches!" Check out the ones featured. Which ones are your favorites? 1) There's this dog joke. 2) *ba dum tish* 3) I see what you did there. 4) There's a reason it's called the Cone of Shame. 5) Just keeping dancing! 6) The "Pug" Life 7) This is why you don't gamble. 8) Another *ba dum tish* 9) Watch your feet.
7 Interview Questions for Veterinary ReceptionistsApril 25, 2016A veterinary receptionist is the face of your practice, and it’s a job you can’t give to just anyone. So where do you start with hiring the right person? First things first, you have to decide on the title. One of the most challenging trends right now in veterinary medicine is giving the person at the front desk any position title OTHER than receptionist! Instead, they are now Client Service Representatives, Client Advocates, Front Office Personnel and many, many others titles. Sometimes it gets confusing even knowing exactly what this person does in the veterinary practice, based on the new and often unfamiliar titles. Before you start looking for the right receptionist for your veterinary practice, you’ll need a clear idea of just what this person will do in your practice. You should find the most accurate and current summary of this in their job description, the jumping-off place for any hiring process. This will guide your discussion, and be sure to include these interview questions to ensure a good fit. 1. Why do …
Improve Communication in Your Veterinary Practice With Case StudiesApril 20, 2016About 12 years ago, I was asked to create case studies to help veterinarians enhance their interpersonal communication skills. It’s clear to all veterinarians that they have spent many years focusing on science and medicine and need to continually keep up-to-date on medical advances or new specialties. This has left little time to focus on human behavior. Despite the fact that all of us communicate – and have since we entered this world – we aren’t always aware of what makes communication effective and what causes interpersonal tensions. After being in business, dealing with clients of all types, and working closely with teammates of various ages and persuasions, veterinarians realize the need to increase their skills in communication. So, I agreed to develop communication cases. The endeavor turned out to be a partnership with my husband, John Meyer, who is a “communicologist” like me but who also has a background in theater arts. We created cases that deal with veterinarian-client relations and others that address interaction among team members. The case study strategy was consistent with our commitment to active …
How to Talk to Your Clients About EuthanasiaApril 19, 2016Not only is euthanasia one of the hardest conversations a veterinarian will have with their clients, it’s one of the most common. Most veterinarians will find themselves faced with helping clients determine whether euthanasia is their clients’ best option several times a week or even multiple times in any given day. While nothing will make that conversation easy, there are several steps veterinarians can take to ensure that making the decision to euthanize, and then dealing with the aftermath, are as easy as possible for the pets, the clients and themselves. Dr. Patrick Mahaney, a small animal veterinarian in the Los Angeles area, believes that for many of his clients, in-home euthanasia is best. But he stresses that even veterinarians in hospital settings can take steps to provide the same comforts to patients coming to the clinic. Take Plenty of Time Deciding to euthanize a beloved pet is never an easy decision, but often times it truly is the best or most humane option available to clients. Mahaney advocates for giving clients a quiet space where they will not be interrupted or …
Clients Like to Travel? Why You Should Talk to Them About Pet-Friendly DestinationsApril 18, 2016Is your veterinary practice ready to educate clients about including their pet in a family vacation? They’ll appreciate your help with tips for planning ahead to get the most from the experience. Many of your clients reduce the number of trips they take because they worry about boarding their pet too often. That’s true even when an outstanding boarding facility is available. Of course, the quality and attitude of lodging businesses vary a lot. Your practice can become a hero by guiding them through steps they can take for locating places where their pet will be treated with love and respect. Don’t miss this opportunity to make clients know, like and trust your practice even more. How to Help Your Clients Plan Ahead Preparing to take your pet on vacation is not an overwhelming task. But there are several smart planning moves that can easily be overlooked. Here are a few things you can remind clients to do. ID your dog. That means microchipping and ID tag on a collar. Health status. Carry a written record of current examination, vaccinations and parasite preventatives. A list …
How Receptionists Can Market a Vet Practice and Improve Patient CareApril 15, 2016You want clients to experience five-star service so your veterinary hospital stands out from the ho-hum help they get elsewhere. Because receptionists start and finish every client interaction, they can significantly influence compliance and buying decisions. Receptionists should constantly reinforce your standards of care—they are not upselling pet owners on services or products they don’t need. Here are everyday tasks that can enhance patient care and get the cash register ringing. Improve Phone Greetings Your phone rings hundreds of times a day. Have the receptionist introduce a new service or promotion. For example, to encourage feline visits, your hospital earned certification from the American Association of Feline Practitioners as a Cat-Friendly Practice. Let every caller know about your initiative. Say, “Thank you for calling <your veterinary hospital>, where we are a certified Cat-Friendly Practice. This is <your name>. How may I help you?” The greeting created awareness for a client who called to schedule her dog’s checkup but then decided to also bring in a cat that hasn’t seen a veterinarian in two years. An adult cat owner spends $140 for an exam, three-year rabies vaccine, FVRCP vaccine, FeLV vaccine, intestinal parasite screen and heartworm test, …
AAHA Study: Culture Can Make or Break Veterinary Practice's SuccessApril 13, 2016The culture and relationships within a veterinary practice may have a significant impact on its overall success. That’s according to survey data that was revealed during the American Animal Hospital Association (AAHA) 2016 State of the Industry presentation. The AAHA 2016 State of the Industry, which was presented during the AAHA Austin 2016 Yearly Conference, examined data from a fall 2015 survey AAHA conducted with the Daniels College of Business at the University of Denver that studied organizational culture in veterinary practices. AAHA Chief Executive Officer Mike Cavanaugh, DVM, DABVP (C/F) shared the survey results along with an update on economic data from IDEXX Laboratories. The culture study surveyed more than 1,000 veterinary hospitals to study the qualities of organizational culture in veterinary practices, evaluate the overall and specific subcultures in veterinary hospitals, and determine how culture affects veterinary practice metrics. Key findings of the culture survey include: Perceptions toward training and career development as well as staff relationships with veterinarians are positive. Perceptions toward institutional fairness and communication as well as rewards and recognition can be improved. Less positive perceptions of culture are held by employees with little decision making power …
7 Ways to Make Your Millennial Employees Happy in the Vet PracticeApril 11, 2016Reprinted with permission from Smart Flow Sheet. Many define the "Millennial Generation" as those who were born sometime in the 1980s through the 90s. This generation is used to instant results, changing technology and an attitude of working smarter, not harder. This generation is used to instant results, changing technology and an attitude of working smarter, not harder. In certain definitions, I find myself part of this generation although I do remember my childhood rotary dial phone, waiting for my favorite song to play on the radio so I could tape record it, researching papers using encyclopedias and using a pager. Most Millennials, however, do not know a world without text messages, Google, Facebook or Mp3 players. We're finding this generation taking over the population of many businesses, including the veterinary world. They have a bad rap for being lazy, but honestly they just work differently than Baby Boomers and Generation X. Here is how you can use them to your advantage: 1. Work Smarter, Not Harder. This could very well be the anthem for the Millennial generation. They are accustomed to a world of technology and it making their life a …
Two of My Employees Don’t Get Along With Each OtherApril 11, 2016I am the sole owner of a small practice and don’t have a practice manager. Two veterinary technicians on my team just don’t get along. One of them has been with us for about a year (“Lisa”), and the other about two months (“Jane”). Things were good in the beginning, and they got along very well. I think they quickly became friends out of work, but now they are not getting along. They say they are still friends, and I hear from other team members that they see each other outside work, but there has been a lot of tension between them at work and it’s affecting everyone. For example, Lisa will come to me with minor errors that Jane has made and vice versa. When I have approached Jane to give her feedback, she blamed Lisa and took the opportunity to vent to me about her work ethic and client service. Jane is also not happy about taking direction from Lisa, and she has complained about being delegated menial tasks or the manner in which Lisa speaks to her. I spoke to each team member about this individually …
