What to Say and Do in Times of Crisis and Change

What a difficult time for veterinary practice leaders trying to survive and thrive during the coronavirus pandemic!  In addition to dealing with declining revenues, changes to curbside service, and navigating the new normal of everyday life, leaders must continue to inspire and guide their teams. Here are some practical, helpful strategies to implement to help [...]

By |May 4th, 2020|Communications, Leadership|Comments Off on What to Say and Do in Times of Crisis and Change

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