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Are You Tired of Problem Employees?!

What's the greatest challenge at your practice? When I ask veterinarians and practice managers this question the number one answer is "human resource management."   I hear about HR headaches related to lack of accountability, employee conflict, drama, lack of motivation, low morale, poor job performance and resistance to change just to name a few. What's interesting is [...]

By |July 2nd, 2018|Leadership, Uncategorized|Comments Off on Are You Tired of Problem Employees?!

Are You Asking Good Questions?

I had an aha! moment recently as I reflected on two conversations.  In one, the other person was seemingly complaining about a situation and I didn’t understand why.  As a result, I believe my comments lacked empathy.  In the second, the person was lamenting their situation and I offered what I thought were helpful suggestions. [...]

By |April 28th, 2017|Communications|0 Comments

What Do Clients Feel When they Visit Your Practice?

I recently read that Petco announced they’re redesigning some of their stores to encourage more interaction with employees and other pet owners. One of the new features is a concierge desk for customers to get advice on pet nutrition and training as well as other information. And I read that PetSmart has announced the grand [...]

By |January 17th, 2017|Uncategorized|0 Comments

3 Ways to Take Client Service to a Higher Level

I’m one of those people who live to eat as opposed to someone who eats to live.  I really enjoy eating out whether it is at a fancy restaurant, a local chain restaurant or a dive.  Recently I dined at a local upscale chain restaurant that has 4 locations in the Tampa area.  I ordered [...]

By |June 23rd, 2016|Client service|0 Comments

How to Better Educate Clients Who Don’t Know What They Don’t Know

Last month I had the good fortunate to have a speaking engagement in the home town of my brother and sister-in-law.  How nice to be able to stay with family instead of in a hotel.  They have 2 dogs - Zoey, a Yorkie and Malone, a Schnauzer.  It’s not unusual for my sister-in-law, Tami, to [...]

By |August 21st, 2015|Client compliance|0 Comments