Coping with shockingly bad client behaviorMarch 28, 2022Everything has changed. Whether we are still curbside or taking clients in one at a time, most of us are still laboring under the pandemified conditions we have been forced to adopt.
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Reducing client anxiety in veterinary medicineJuly 29, 2021As veterinary professionals, we know the signs of fear and anxiety in our patients because we see them every day.
How to prevent no-showsJanuary 3, 2020No one likes being stood up. Why not avoid this problem before it starts?
Millennials favor friendly staff, personalized serviceSeptember 18, 2019Young pet owners are willing to spend on their pets, but their loyalty is far from free.
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 …
New initiative honors veterinary customer service representativesJanuary 2, 2019Veterinary client service representatives (CSRs) across the U.S. are being recognized for their role in the animal health industry.
How veterinary practices can improve client retentionNovember 8, 2018With pet ownership reaching record-highs in the U.S, there’s plenty of opportunity for small veterinary practices to increase revenue. But many practice owners are finding it difficult to compete in an increasingly crowded marketplace.
Why practice owners should copy hotels for inspirationApril 4, 2018You've probably had the experience of eating out at a restaurant where the food was great but the overall experience was terrible. You were seated 30 minutes after your reservation time, the server was aloof and, at times, rude, and the kitchen got your original order wrong—and then stuck it on the bill before you pointed out the error. It doesn't matter that the steak you ended up eating—the offering you actually paid for—was cooked …
Could your practice use a CWO?September 11, 2017Until recently, there were: The CEO, or chief executive officer; The CFO, or chief financial officer; The CIO, or chief information officer; The CTO, or chief technology officer; And a few others (CSO, CCO, and CKO anybody*?) I recently heard of the CWO, aka Chief WOW Officer, aka Director of WOW, as Nido Qubein calls it. The businessman and motivational speaker is currently the President of High Point University, an …
Is your vet practice a destination practice or irksome errand?April 24, 2017A client arrives for her dog’s checkup. Both receptionists are busy answering calls. The pet owner signs in and takes a seat. Fifteen minutes pass before anyone greets her. A technician shouts across the lobby, “Bailey?
