Bringing the perspective and discipline from his work with leader and sales groups, Patrick T. Malones’ contributions frequently are among the top 10 AHD posts opened each month. This week, we’re sharing the most-read Malone posts from 2023. Source: Animal Health Digest Don’t be afraid to ask the sensitive questions. Link. Trust lost. Link. How to deal with an … [Read more...]
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Top posts from Patrick T Malone
Like clockwork, Patrick T Malone provides highly read content on a weekly basis. This week we are sharing his top 5 most read posts since the beginning of 2020. Thank you for contributing Pat! Source: Animal Health Digest, January through April 2020. Become an unforgettable boss, January 21, 2020. Link. A manager’s checklist, February 11, 2020. Link. … [Read more...]
Top posts from Patrick T. Malone
With lessons on leadership, sales and customer engagement, Patrick T. Malone has provided weekly content since Animal Health Digest began. Readership for his posts is consistently in the top 25 percent of all posts read. Here are his top five posts from June 1 through October 31, 2019. Source: Animal Health Digest. Link. Most read posts from Patrick T. Malone: Integrity … [Read more...]
Malone’s 2022 most-read posts to date
While Patrick T. Malone took a short break, we looked back on his posts for this year. We’re sharing six posts that were read and noticed in the top 40 percent of all AHD posts since 2022 began. Source: Animal Health Digest. Stopping the Great Resignation. Link. Emotions – make them work for you. Link. Pandemic lessons for all. Link. Ghosting. Link. … [Read more...]
Best of Pat Malone 2021
Pat Malone’s posts consistently rank near the top of those you read each week. Here are this year’s most popular. Spoiler alert. They’re as relevant in 2022 as they were in 2021. Source: Animal Health Digest. 2021. updated 12/23/2021 Top 10 most-read posts from Patrick T. Malone: Be interested. Link. Communicating without words. Link. Complex … [Read more...]
Malone: Customers buy BENEFITS
This article is pure Malone. For those who cringe at the topic of selling, please remember that if any of your work activities support the generation of an invoice . . . you do sell! I recall courses Patrick led and the challenge of learning to stay out of my own way. The importance of focusing on benefits to get and keep your customer’s attention is critical to today’s … [Read more...]
Pat Malone’s most favored 2019 posts
Posts that AHD’s contributor, Pat Malone, writes, are consistently opened at a high rate. He writes about leadership and productive communication. We thank him for sharing his expertise and translating his experiences to animal health. Most of all we appreciate his support and friendship. Source: Animal Health Digest. Link. We’ve featured five of the most-read posts … [Read more...]
Why good communication is essential to sales
Commentary Like it or not, if a person pays you for a product or service it is technically a sale and indicates transfer of title or completion of an action. Animal health pros who improve their communication skills enhance their value to their clients and company, writes Justin Zappulla. Note*: We comment on the discussion of “you versus I” below. The difference between … [Read more...]
Worth a Glance – August 16, 2023
Last week’s AHD Bulletin – Animal Health Digest Bulletin, August 10, 2023. Link. Most read post(s) from August 3rd AHD Bulletin – Hauser: Client relationships with veterinary team critical to positive practice experiences. Link. Less is more – Patrick Malone. Link. Work-life balance is the wrong goal. Link. Place keeper: 2023 Veterinary Conferences … [Read more...]
Opinion – Get truly curious about the customer
Customers recognize selective listening and when we aren’t asking the right questions or probing to understand what’s really happening and learning what it means to them personally or professionally, according to David Brock. They’re often looking look for our help but find us unwilling to take the time to understand their markets, their business, their strategies . . . their … [Read more...]
Revenue growth may be wishful thinking – re-post
Editor’s note: Oops! We had the wrong byline on Patrick Malone’s post last week, so we’re re-running it here. Please accept our apologies. According to a recent healthcare survey conducted by TD Bank, 87 percent of veterinarians surveyed expected to grow revenue in the next two years. Given the continuing onslaught on pharmacy revenue from 800 Pet Meds, Chewy and others, I … [Read more...]
Use criticism to your advantage
Honest feedback is one of the more valuable tools we have for self-improvement. Yet, it is a catch-22, according to Mel Robbins. Researchers from the University of Michigan and the Gottman Institute concluded that in order to keep a relationship or work team performing well, five or six positive interactions were needed for each criticism or negative interaction. Source: … [Read more...]
Find out if you’re a jerk
We don’t typically ask ourselves, “Am I jerk?” That’s because most people tend to know themselves relatively well. We know if we’re talkative or quiet. We know if we’re creative. Yet, we don’t yet have a full understanding of jerkitude. There is no scientific designation that matches the range of the application of the term “jerk.” It’s hard to determine if the guy who cuts in … [Read more...]
Editorial – Re-examine your e-commerce strategy
"Digital channels have become the dominant medium for influencing decision-making and building a stronger relationship between the brand and the end user”, says a 2011 Oracle report. It is past time for veterinary hospitals to reassess and update their digital strategies to include product sales. While this article focuses on distribution, consider that for many consumer … [Read more...]
How to ask questions that get people to open up
Few people are taught how to ask good questions. Many conversations would go much better if we avoided jumping to conclusions and just took the time to clarify. Question-asking is like any other skill, says author Jeff Wetzler. It takes practice, but the benefits are worth it. Source: Fast Company, May 27, 2024. Link. Quality questions create mutual benefit. You don’t know … [Read more...]
It’s time to mean it when you ask, ‘How’s it going?’
Jennifer Shike shares thoughts about the people in her life who truly “see” her. Those who aren’t too busy or preoccupied to notice how she’s really doing and ones who won’t speak the question lightly. . . . We need to do a better job of celebrating with people when they are happy, to take time to sit with people when they are struggling and need to be better at noticing when … [Read more...]
Leadership or sales tactics
The most successful sales reps use leadership skills instead of typical sales tactics to achieve and maintain their level of success. Remember that everyone is a customer.” – Patrick T. Malone Source: Vet Advantage, December 2023. Link. Giving your customers permission to complain creates a comfortable relationship that leads to a sustainable competitive … [Read more...]
Communication – a critical skill for success
Commentary Mr. Malone will return next week. Considering the Gen Alpha post in this edition, we are sharing several of his posts about communication. Reviewing them reminds me of his consistent coaching themes. Becoming a decision-getter requires we get out of our own way . . . truly listen absent our agenda and then inquire about what else? “ – Kirk Augustine Source: AHD … [Read more...]
Be curious
One of the simplest and more effective ways to brighten someone’s day is by asking them a question. Being asked about ourselves and our lives makes us feel listened to, understood, cared for and validated. Source: Axios, November 7, 2023. Link. INSIGHTS: Be interested and others will find you interesting. … [Read more...]
Scientist says body language has surprising influence in job interviews
A recent post from Patrick T. Malone reminded us of the importance of body language individually and as an observer <Link>. Tomas Chamorro-Premuzica says a fundamental component of social and political skills involves displaying the right kind of verbal and nonverbal communicational signals to improve how we come across to others. Source: Fast Company, October 26, … [Read more...]
Worth a Glance – September 28, 2023
Last week’s AHD Bulletin – Animal Health Digest Bulletin, September 14, 2023. Link. Most read post(s) from the September 14th AHD Bulletin – The manager squeeze: How a new workplace is testing team leaders. Link. Most-read 2023 posts by Patrick T. Malone. Link. Use caution when feeding drought-stressed corn. Link. Place keeper: 2023 Veterinary … [Read more...]
Mastering the art of arguing productively
Commentary Only once we understand the other side of any issue can we be confident that we fully understand our own, writes Yonason Goldson. His perspectives on argument, societal intolerances and ultimately win-lose thinking is worth the 4-minute read. We probably don’t need the new word, quodlibet because we’ll struggle to pronounce it. It is easy to agree with his … [Read more...]
Customer experience thoughts for managers
Managing and coaching a group of people hasn’t really changed over the years. Today, however, customer experience is at the forefront of every interaction and transaction. Source: Repertoire, October 2023. Link. You just have to find out what is important to that customer and how your product/service meets that need.” – Patrick T. Malone INSIGHTS: Malone shares the best … [Read more...]
Don’t be afraid to ask the sensitive questions
Commentary The ability to ask questions is not reserved for interviewers or leaders. Questioning is a way we can understand another point of view other than our own. We asked Patrick T. Malone to review and comment on Benjamin Kessler’s article which shares information from research done by Einav Hart, BA, MA, PhD. Malone’s comments and Kessler’s article are linked … [Read more...]
Enhancing your customers’ experiences
Customer experience is a key strategy for companies to differentiate their products and services from close competitors. Source: ASCM, October 2022. Link. Customer experience passion must be part of company culture, meaning that employees should never be satisfied with what they are doing for customers today. INSIGHTS: First, someone needs to own the customer experience. … [Read more...]
The right stuff for success
The right stuff works across industries, professions and occupations. Source: Veterinary Advantage, February 2023. Link. Their focus is on the problem, not the person involved. INSIGHTS: High performance attitudes, characteristics and skills are universal. … [Read more...]
The power of “What Else?” and other follow-up questions
Powerful follow-up questions, asked in a timely manner, will double the impact, yield faster and more accurate results during interactions with clients, customers and colleagues. Patrick T. Malone shares we often miss the opportunity for enormously powerful follow-up questions that demonstrate our genuine concerns while providing us with more information about our clients’ … [Read more...]
Important small talk
"How are you," are the three most useless words in the world of communication. The person asking doesn't really want to know, and the person responding doesn't tell the truth. Be interested instead of trying to be interesting.” – Patrick T. Malone Source: CNBC, November 11, 2020. Link. The key to making the most out of small talk, according to Harvard researchers, is to … [Read more...]
Creating an honest workplace
When leaders are confident enough to solicit and reward feedback, it encourages employees to say what they really think and to be willing to hear the opinions of others in return. Source: Fast Company, November 22, 2022. Link. Workplace candor is open and honest dialogue." INSIGHTS: When leaders are proactive and set the stage ,people feel psychologically safe to recover … [Read more...]
Thank you!
Gratitude at work has been linked to higher rates of employee satisfaction, motivation and engagement. Source: Gratitude in the workplace, Turknett Leadership Group. Link. Turknett leaders share what gratitude looks like in the workplace and how leaders can develop and leverage it to benefit all stakeholders. In an APA study 93 percent of employees who reported feeling … [Read more...]