Thank you, Dr. Denise Nicodemus of Lakemont Veterinary Clinic and practice manager, Lisa Bodenski, CVPM for taking these continuing education notes and making them available to CVC attendees.
‘Time Sucker’ Notes
Embracing ways to save time frees up valuable management resources that can be directed at addressing three looming competitive pressures
The rise of corporations in veterinary medicine
Their economy of scale allows them to produce sophisticated, effective, superior marketing materials and strategies
They typically have more capital resources and can outcompete sole DVM’s for ownership of more successful veterinary practices
The persistence and advancement of online veterinary pharmacies and service companies
The ever-changing and more complicated world of online marketing and communication
Use a combination of great management techniques and technology to address the 8 major ‘Time Suckers’ in our day-to-day leadership work.
Scheduling
Delegate it! Employees are capable of scheduling themselves and taking responsibility for their shifts
Use online scheduling apps like When To Work
Ask your payroll company how they can help
Hiring
Identify your needs by writing job descriptions specific to your practice
Select team members based on your practice’s specific long-term practice goals, not just generalized goals (someone to hold dogs, pick up phones, assist in surgery, etc.)
Write captivating ads that identify your practice’s unique, positive attributes as a way to attract quality applicants
Request that applicants review your practice website and write an original cover letter describing their interest in your practice as a way of weeding out those that are not truly invested in working specifically for you.
Use online screening tools, forms built on your website, to explore additional skills and the attitudes of prospective team members that pass the first part of the application process
Think through the interview process; make sure that you are demonstrating respect for the applicant and that your expectations for performance are already being communicated to them from the moment that you meet.
Accomplish three things during the interview:
Bring out the very best qualities in the individual so that you can assess their true potential
Determine if their communication style is a match for your culture
Determine if this is an individual that you want to work with, not just employ
Post ads for applicants online in the form of a blog, through standards sites like the AVMA, all state associations, tech groups, management groups, post-baccalaureate programs in the area, and alert your friends through social media.
Inventory
Delegate it
Use your software
Reduce redundancy be implementing a hospital-wide standard of care
Track expenses and revenue by inventory category using the software and supply company’s ability to organize your expenses with respect to your practice’s chart of accounts.
Establish protocols/team responsibilities for ordering, unpacking, stocking, reconciling, and paying for inventory
Communication
Consider moving your company to Google Apps for your intra-office communication needs.
Online reputation can be managed using companies like Demand Force, Vetstreet, Pet Partner, and various software-related communication tools
Be responsive to all client feedback, good or bad
Encourage clients to post their favorable reviews to Google
When using the social media services of communication companies, make sure that their efforts are part of YOUR practice’s marketing strategy.
Personalize any content that they provide you for your practice’s specific needs.
Remember that these companies should assist you with your specific long-term communication strategy, not just load up the Internet with generic content.
Consider apps; they are a proven to be a more successful way of reaching your audience
Move client education materials online in the form of blogs and YouTube videos.
Look to sites like the www.vp21c.com for the latest ideas from leading practice managers on how to best use the web to communicate to clients
Employ website platforms like WordPress that are user friendly and easy to keep updated and dynamic
Customize pre/post visit communication using WordPress forms feature
Use site stats available through WordPress for feedback on your communication efforts
Use plug ins like Yoast that assist with optimizing online content
Explore new services like Health Tracks, available through Vetstreet and Antech as a way to better communicate lab results
Use visual and audio communication tools like pagers and cameras to assist with communication
Meetings
Don’t hold a meeting if you don’t understand how what kind of ROI it will provide you.
Don’t hold a meeting without an agenda
Don’t default to 1 hour time slots for meetings, when 20-30 minutes is enough
If you can read it, don’t meet it.
Leave every meeting with a clear action plan that includes deadlines and who’s responsible
Use tools like Trello to keep meeting content organized and everyone involved in the project on task.
Drama
Put in writing your practice’s rules for successful communication
Hold individuals accountable for respectful interaction with team members.
Consider drafting ‘civility clauses’ in which the precise expectations for polite, respectful interaction is outlined.
As a leader, never participate in drama.
Conclusion
Competitive challenges are formidable.
Remember that there will always be people available to sweat the small stuff, but the true business of leadership falls on your shoulders alone; make time to do it.