As the date approaches for the AAHA meeting in Tampa and the Vets First Choice Sunrise Session, I’m reminded of the enormous benefits of AAHA accreditation. The Value of AAHA Accreditation This is the third time, I’ve written about my experience with AAHA accreditation. Over the past 15 years of my career, I’ve helped four practices either become AAHA accredited or … [Read more...]
How To Talk About Money
Don’t Talk About Money. Listen The most important thing you can do when someone has a concern (about money or otherwise) is to demonstrate that you hear him or her and that you care. Make eye contact, nod appropriately, and keep your body open and your arms at your sides. Show that you comprehend by repeating back to the client a summary of their concerns and then let them … [Read more...]
Training Your Veterinary Client Service Representatives
by Tiffany Consalvo, CVPM I have tried a variety of training for the client service team, but nothing that really showed me good consistent results. The training was always subject to the trainer and the chaos of the day. The results often left the new hire frustrated and learning multiple ways to do one thing depending on the person that was training them. … [Read more...]
Checklists for Veterinary Team Success
by Melinda Dwyer We want to be efficient. We want to get the job done. We want to get the job done right. To do this, we put the right people in place, we train them on our expectations and our protocols, and we buy the right equipment. However, why do things still seem to fall through the cracks, and why do our shifts seem to be becoming more chaotic every day? … [Read more...]
Building Bonds With Small Conversations That Have a BIG Impact
by Melinda Dwyer Ultimately, we want our clients to know that we care. We work hard to keep our practice from being perceived as too expensive, as only caring about money, or as being about quantity rather than quality. Undoubtedly, you’ve heard lots of talk about the importance of building relationships with clients in order to bond them to your practice and to mitigate … [Read more...]