7 phrases that can kill dental complianceMay 17, 2016After diagnosing a dog’s Grade 3 dental disease, the veterinarian told the pet owner, “The receptionist will give you an estimate for the procedure when you check out.”
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5 ways to win over your veterinary clientsMay 16, 2016It's not surprising that many veterinary professionals feel more comfortable around pets than people. However, let's face it: We are in a customer service field and we need to take care of the human counterpart of the equation just as much as the animal part.
Veterinary receptionist isn't bringing her 'A' gameMay 16, 2016"I own a small clinic with a relatively low turnover of staff. I purchased the practice 8 years ago, and inherited a (mostly) great team who have been with me since. "
How to avoid these 10 common management pitfallsMay 10, 2016Are you a victim of the “all or nothing” mentality? Besides a few exceptions—being pregnant or not—few things in life are an all-or-nothing proposition. Let’s go over a few veterinary examples.
How to Wow ClientsMay 5, 2016May I share a confession, dear reader? I’m in love with brilliant ideas. I’m in awe when someone comes up with an idea—usually super simple—that (unbelievably) nobody had thought about before. Let me show you what I mean. 1. Brilliance on a Bridge If you walked across the Pont des Arts, a famous bridge across the River Seine in Paris (a.k.a. “the city of romance”), you’d be surprised to see that its sides are covered in padlocks. And I don’t mean 10 or 20. I mean, it’s covered in thousands of “Love Padlocks.” Some creative genius came up with the idea that lovers should immortalize their bond by attaching a padlock to the railing of the bridge, writing their names or initials on it, and throwing the key into the river below, so that nothing ever breaks their bond. The idea has traveled the world, and several other bridges are covered in the same manner. Of course, entrepreneurs jumped on the bandwagon, and now sell padlocks, near the bridge and online. And judging by the thousands of locks, business must be booming. It gets better: the total weight of the padlocks can reach such extravagant proportions, that City of Paris …
What Are the Roadblocks to Effective Communication?May 3, 2016Once I worked with a colleague who was repeatedly late creating work that I needed to complete my task. I knew he was busy, but I was too, and I was increasingly frustrated by his behavior. I didn't know what to say, however, or how to say it. I didn’t want to offend him. I realized that I’d been beating around the bush, hinting and not being direct. I think I was afraid that I’d explode if I confronted him, so I said nothing. What a dilemma. In time, I learned that I wasn’t alone. Most of us swing from being too assertive (maybe aggressive) to being too passive. In the process, we use various communication patterns that inhibit the interaction that we want. Typical Communication Patterns Tracy Dowdy, CVPM, of MRG Consulting, LLC based in San Diego, consultant to veterinarians, said, “I have seen firsthand how the failure to communicate effectively often leads to conflict, which can harm the practice through poor teamwork, rumors and gossip. Practices that suffer from communication problems likely have no defined, company-wide communication strategies in place. Improving workplace communication involves developing a
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, …
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 …
