How to Turn Your New Clients into Lifetime ClientsNovember 24, 2014When new clients visit your veterinary hospital, what experience do you provide to ensure they’ll become lifetime clients? The average bonding rate of new clients is 60 percent. First impressions begin with phone calls and end at checkout. Here are tips to create exceptional experiences. Set up records during scheduling calls. Invest 2 minutes to enter the client record in your practice-management software. Gathering details over the phone lets you start the first visit on time rather than having 15 minutes of valuable exam time eaten up with paper work. Say, “Let’s schedule your new puppy’s exam. To speed your check-in process as a new client, we’ll get all of your information over the phone now.” Then get the client’s name, address, cell and home phone numbers and email. Request her pet’s name, birthdate, gender and breed. If phone lines are ringing and clients are lined up before you, offer to email the new client a link to your website where she can complete the form before the exam. Say, “Let me get your email and within the next 30 minutes, I’ll send you a link to our website where you can complete the new client registration online and read about …
SPONSORED CONTENTLife-saving results for parvovirus casesResearch has shown that puppies treated with our Canine Parvovirus Monoclonal Antibody have shorter clinic stays.1 Transform parvo treatment outcomes for your patients. + Read More
Suicide Solution? How Silence Is Killing Us SoftlyNovember 24, 2014Originally published in the November 2014 issue of Veterinary Practice News When discussing severe mental health issues, a veterinary friend of mine likes to say there’s almost no problem so grave he couldn’t outrun it. Suicide is fundamentally incomprehensible to people like him, as it is for the preponderance of humanity. Why would anyone elect a permanent solution to a temporary problem? This constitutional aversion stands to reason, of course. Self-preservation is not just a normal instinctual response but a biological imperative, too. How else do we expect to succeed as a species? Nonetheless, there’s a significant minority among us who’ve had cause to think about ending our own lives. Psychiatric diagnoses of mood, anxiety and personality disorders, among others, can occasion suicidal ideation and lead to the profound, almost physical, sensation of hopelessness typical of those who elect it. It’s common enough. In fact, the Centers for Disease Control and Prevention counts suicide as the 10th leading cause of death in the U.S., about 12 deaths in 100,000. Which is not surprising, really. We all know people kill themselves every day; every 13 minutes, to be precise. It becomes more alarming, however, when these casualties hit closer to home. Hence, …
Why You Should Put Software to Maximum UseNovember 7, 2014Originally published in the November 2014 issue of Veterinary Practice News Most professionals say underutilization is the top problem for users of veterinary practice management software. Practices just aren’t using their software to its full potential. Stephen T. Pittenger, DVM, Dipl. ABVP, puts practice management software at the heart of operations where he works as chief of staff at Memorial-610 Hospital for Animals in Houston. “We utilize it as the focal point of each interaction with the client and patient,” Dr. Pittenger said. “If a service is performed or if a product is used or dispensed, the software is the first place we go to record the interaction.” That could mean invoicing, loading a photo of a lesion, ordering a radiographic study or reviewing previously scanned medical records from another practice. “We try to use the software as it was designed, to record our data in ways that allow us to easily find and review it, graph, email and print it later,” Pittenger added. Believers in the superiority of automation like Pittenger believe that many practices don’t use their practice management software to anywhere near its potential. “The vast majority of practices use practice software as a glorified cash register …
How to Get the Most Out of ConferencesNovember 5, 2014Originally published in the November 2014 issue of Veterinary Practice News Whether you’re getting last-minute continuing education hours this year or choosing next year’s conferences, you need to ensure a good return on investment for the dollars you’ll spend on registration and travel. Small businesses with fewer than 500 employees, such as veterinary hospitals, spent $1,800 per employee last year on training, according to the American Society for Training and Development’s 2013 State of the Industry Report.1 Employees average 30 hours of training per year.1 In addition to meeting licensing requirements for veterinarians, technicians and certified veterinary practice managers, you want training to grow your practice’s bottom line through skill development and exposure to new business ideas. Here’s how to make the most of your next convention. Choose Which Lectures You’ll Attend In Advance Review schedules on conference websites or apps. Read descriptions of sessions on medicine, management, marketing and human resources. Ask yourself, “Which clinical skills do I need to polish or expand? Which marketing ideas could grow my clinic? What solutions could I find to human-resources challenges? What practice-management innovations could make our team more efficient?” Once you identify your learning goals, choose sessions that match your needs. At …
4 Ways to Enhance Your Client’s Experience at CheckoutOctober 27, 2014When I picked up my 17-year-old cat, Ollie, from a dental treatment, the client service representative said, “I’ll get you checked out first and then let the technician know that you’ve arrived for your discharge instructions.” Although I was comfortable with the price, the receipt was my first notification that Ollie had 12 extractions, not the eight anticipated. Medical staff should have communicated this information before I saw the bill. Here are four ways to enhance the client experience during checkout. 1. Discharge First, Pay Last Many practices have clients pay before discharge instructions because they’re nervous that some clients may leave without paying. While I understand the precaution, it’s poor client service. Clients need to understand all the medical services that were performed before they see final bills. To provide a better client experience and ensure that you get paid, the client service representative would say, “I will let the technician know that you’ve arrived for your discharge appointment, and then I will see you again at checkout.” So the pet won’t distract the client, keep the patient resting comfortably in the treatment area. In the exam room, the technician explains the results …
What to do When Clients Talk Trash About you and Your PricesOctober 10, 2014Originally published in the September 2014 issue of Veterinary Practice News Last month I spent $2,600 on my newly adopted dog’s healthcare, which is a lot of money in anyone’s estimation—except, perhaps, our own. Here’s the breakdown: $800 was incurred as a result of drugs, diagnostics, supplies, tech time and overhead costs required for the OE, gastropexy and dental extractions I performed in-house. But the bulk of the sum was spent on a first-rate root canal (sans crown) at a top-notch veterinary dentist’s place (at a very generous 50 percent discount, I might add). All this for one adopted Malinois, a retired working girl who deserves nothing less after a life of service than world-class care. Indeed, all our pets do. Whether their job is to take down a bad guy, sniff out an IED or commandeer the couch, what we did for Tika is what we’d recommended for any patient in her position. Unfortunately, few of our clients can afford it. Given that the average person would have had to pay about $6,000 for that kind of work, referral is a non-starter. That’s a sum only the 1 percent or the well-insured can shoulder. Needless to say, the $2,600 …
A clinic facelift without busting the budgetOctober 9, 2014Is it me or is the smell in this hospital getting stronger?” you ask yourself. Perhaps it’s the fraying carpeting, a tangle of dusty computer wires or the random supplies piling up in the top row of cages. Whatever the cause, fairly simple strategies can give an aging veterinary practice a powerful facelift, without major renovations. Having visited thousands of veterinary facilities, I can say that the majority of practices allow the physical facility to fall too far into disrepair before considering a makeover. But the fact is that staff and clients expect medical facilities to be clean and comfortable. Additionally, the adage about “an ounce of prevention is worth a pound of cure” certainly holds true with building maintenance. When done correctly, a hospital makeover is a win-win situation for clients and the practice. Cleanliness and orderliness in the office reassure clients about the quality of your clinical care. Dirty floors and bad odors convey a sense of poor attention to detail. Lighting, flooring, sound control and ventilation are key building systems that can make or break these client perceptions. Unfortunately, the simple nature of veterinary work challenges these systems; when thousands of animals pass through an office year …
Would your hospital pass a radiation safety inspection?October 9, 2014Do you know what the DEP is? Not every state calls it by the same name. In Pennsylvania and some other states, it is known as the Department of Environmental Protection. Are you aware that you could receive a surprise visit from your friendly local DEP inspector? We talked to Dennis Ferguson, supervisor of the X-ray and Accelerator Program in Pennsylvania’s Southcentral regional office in Harrisburg. If you do not work in Pennsylvania, you should check the regulations with your particular state regulatory agency. What is the DEP? The mission of the state Department of Environmental Protection is to “protect Pennsylvania’s air, land and water from pollution and to provide for the health and safety of its citizens through a cleaner environment.” I am specifically in charge of radiation protection. Is it advised or required to wear lead gowns while taking X-rays? Regulations pertaining to veterinary medicine state that anyone not behind a protective barrier (lead shield) or at least 2 meters away from the X-ray tube head and primary X-ray beam needs protective attire. The gown, apron or glove needs to have 0.25 millimeter lead equivalent attenuation. [A gown wraps around the whole body; an apron covers only …
Connections Count in New Idexx CampaignSeptember 24, 2014Idexx Laboratories Inc. is working to improve pet care and the financial health of veterinary practices through a multiyear campaign that includes online and in-person education, one-on-one customer support and even a photo contest. The Westbrook, Maine, manufacturer of diagnostic equipment and services this month launched Strengthen the Bonds, a program that emphasizes the importance of intertwined relationships between pets, owners and veterinary staff. Research conducted by the American Animal Hospital Association found that veterinary practices where revenue grew by more than 10 percent two years in a row tended to emphasize animal and interpersonal bonds during client visits and behind the scenes. “When these bonds are strong, pets and practices stay healthier,” said Tammi Lesser, LVT, Idexx’s senior director of marketing. “We created the Strengthen the Bonds framework to offer the veterinary community a new lens through which they can evaluate innovative ways of delivering care, fostering loyalty among clients and improving teamwork.” More than a dozen videos posted at Idexx.com/strengthenthebonds provide an introduction to the need for strong bonds. Additional tools related to veterinary care and relationship-building, including webinars and case studies, are available through the company’s online Learning Center. A bonus for
What Did Your Receptionist Just Say?!September 19, 2014 During a mystery phone shopper call about a spay, I asked the receptionist why pre-anesthetic testing was necessary. She replied, “To make sure your pet’s liver and kidneys could process the anesthesia, and so we don’t have any problems with her crashing on the operation table.” A prospective client might wonder how often pets crash but simply reply, “Thanks for the information. Bye.” This shocking service experience should alert the practice owner that his front-desk team needs immediate phone-skills training so they can accurately describe services and attract new clients daily. Here are real-life horrors we’ve heard during 15 years of mystery shopper calls to veterinary hospitals—and how to correct them: “Once we send pets home after surgery, we don’t want to take away all of their pain. I know that sounds really mean. If they’re not hurting, they’re going to be running and jumping up on everything. If they have a little bit of pain, it slows them down.” Promote how you proactively manage pain so pets will experience comfort while recovering. Say, “A spay is similar to a hysterectomy for women. That’s why we include pain-relief medication, and we will send you home …
