Ask yes or yes questions for positive resultsOctober 5, 2017If you’re tired of negotiating with clients over professional service and product pricing, it’s time to change your approach. Sales professionals guide their process with the “two-yes-options” technique; let’s look at how your team can turn “no” answers into “yes” decisions.
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Clients on the criminal docket: The Lakeville lettersSeptember 18, 2017As a practice owner, you surely have encountered difficult clients. Some are argumentative, some are irrational, and some, you suspect, are downright crazy. While we all have client horror stories to share, the nightmare endured by Southfork Animal Hospital in Lakeville, Minn., may be hard to top.
Is your practice ready for millennial clients?September 6, 2017Half our world’s population is younger than 30. Millennials, age 18 to 34, grew up tethered to their smartphones, which they check 43 times per day. They now comprise the primary pet-owning demographic at 35 percent of U.S. pet owners, surpassing baby boomers’ 32 percent, according to the American Pet Products Association (APPA).
Get clients off their phones and in the momentAugust 24, 2017How many times have you experienced this: While you explain your exam findings, a client’s fingers are pounding out text messages. Plenty? Well, prepare for more of the same.
10 reasons veterinary clients are afraid to say "yes"August 10, 2017Sales legend and trainer Tom Hopkins discusses 10 reasons why customers (or clients) are fearful of saying “yes” to your sales pitch (sorry, to your veterinary services) in his lecture, How to Master the Art of Selling Anything.
The implications of being candid with veterinary clientsJune 26, 2017The duty of candor, a concept in human medicine, can be defined as a legal duty imposed on the medical practitioner to be open and honest with patients or their families when things go wrong that can cause harm.
When to shift from veterinary clinician to counselorMarch 29, 2017Loyalty is a firm and consistent allegiance and a lasting faithfulness. That is what we all want with our valued clients. Because end-of-life circumstances are supercharged with emotions, almost everything you do or say at this time either deepens client loyalty or causes the opposite reaction—which you certainly do not want.
5 reasons why you should think like your vet clientsMarch 21, 2017They say it’s true for all doctors. After we start practicing medicine, we lose sight of the view from the other side of the exam room table. Whether we’ve been practicing 20 years or two weeks, docs have a way of forgetting what it feels like to need the help of a medical professional. This, too often, lays the groundwork for us-and-them-style thinking.
13 ways to text your veterinary clientsJanuary 9, 2017Physicians and dentists have embraced texting as a strategy to improve patient care. A study of 3,000 chronically ill patients found that 68 percent took medications at home as directed by their physicians when they received text reminders, compared to 50 percent without texts.
The strangest things vet techs have heard clients sayJanuary 2, 2017It's time for another round of "weird stuff clients say!" vet tech edition, this one with a little more snark than usual. Courtesy r/VetTech on Reddit.
