Nourishing client relationships with tasty foodNovember 13, 2024Discuss science-based nutrition and position your patients for better health, your clients for more enjoyable mealtimes, and your team for more positive client interactions.
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Why your front-desk team sucksMarch 13, 2019Do you remember the first time you told a pet owner her dog was dying? You were sweating bullets, struggling to find the right words, and tried your best to be honest and compassionate. I'm going to have a similar conversation with you. Your front-desk team is in critical condition. If you don't resuscitate your employees, client relationships will die. Every client interaction begins and ends with your client-care team. From the phone call to book an exam to collecting payment at checkout, your front-office staff impacts your hospital's revenue and client relationships. Here are your team's ailments and how to cure them: 1)They don't know your standards of care. As a mystery caller, I explained I had recently moved from another state and received an email from my previous veterinarian that my dog was due for a checkup. I asked which vaccines would be needed in our new community and the cost. The employee replied, "The shots are always up to you, but we usually do leptospirosis, distemper, rabies, and bordetella." Describe core vaccines with confidence, rather than "shots are up to you." Miscommunication of basic medical information is commonplace. In another call about a 16-week-old kitten, …
Evidence-based medicine is key in achieving an ethical clinical practiceApril 17, 2018The relationship between evidence-based medicine (EBM) and ethics may not be immediately apparent. EBM focuses on facts and data, safety and efficacy, and determining what we do and don’t know. Veterinary ethics is about doing what is right or wrong in the context of veterinary practice.
Empathize with clients without sacrificing your sanityMarch 6, 2018Daisy’s time had come to an end. Her little body that once followed her owners from room to room and wiggled with joy every time they came home had been ravaged by cancer. She was a shell of her former self; her owners knew it was time. As her loved ones wiped away tears, I administered the final injection.
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.
