There’s no magic elixir to the problem of turnover, shares Michelle Gouldsberry. It requires understanding your employees and designing programs that meet their needs. Betterworks research found that employees are almost three times as likely to be running from companies to get away from their old job (72 percent) as they are heading toward new companies for exciting new … [Read more...]
Neuroscience and perspective
Most people think reality is shaped by events, but it’s shaped by how those events are explained. Why does this matter? Because the stories people tell themselves shape the actions they take. Source: LinkedIn, June 13, 2025. Link. When setbacks are explained as permanent, pervasive, and personal, motivation disappears. But when reframed as temporary, isolated, and external, … [Read more...]
Managing resistance
Resistance to change is a natural part of business, and your role when facing a customer’s objections is to facilitate that change and do it better than everyone else. The more you help your customers manage the concerns preventing them from reaching confidence, the sooner you will become more of a trusted adviser versus another person selling something. Source: Veterinary … [Read more...]
Logic, emotions and decisions
Our logical brain and our emotional brain are always at work in any decision-making process. The importance of the decision determines which one drives the decision. Source: Veterinary Advantage, October 2023. Link. The “decision tree” dynamic is constantly in play and creating decision-making attitudes within the customer.” INSIGHTS: Attitudes are situational and … [Read more...]
Plain speak
Plain speak is about clarity, efficiency and making your message stick with your customers. It isn’t about dumbing down your message. It’s about smartening it up. It’s about clarity, efficiency and presenting a message that sticks. No one likes jargon, writes Brian Sullivan. Source: Veterinary Advantage, August 2024. Link. Questions make your clients think and relate their … [Read more...]
Building rapport key to getting a decision (video)
The fundamental question of whether someone likes you or doesn't drives a significant portion of how your customer's decision process will go. In this article, Mike Shultz shares the Rain Group’s 4 Principles of Rapport: empathy, authenticity, similarity and shared experience. Rapport is the foundation for building relationships. Source: Rain Group, December 21, 2023. Link. … [Read more...]
Continuous improvement
Even small enhancements to your customers’ experiences can add up to big wins for your practice or pet services business. Source: Veterinary Advantage, April 2024. Link. It doesn’t matter how long you’ve been doing something that works, come back on a regular basis – annually – and take a closer look.” INSIGHTS: Good today, average tomorrow, can lead to mediocre next … [Read more...]
Being present
When communicating in-person, more than 90 percent of the message is in something other than the words used. Pay more attention to how something is said rather than focusing on what is said. Source: LinkedIn, April 23, 2025. Link. When someone feels seen and understood, not just heard, they're more likely to trust, engage, and respond. Be interested in others and others … [Read more...]
Your brand
The most iconic companies—Nike, Apple, Harley-Davidson—rarely talk about themselves. Instead, they talk about what they believe. Source: LinkedIn, April 16, 2025. Link. Powerful brands don’t rely on aesthetics, they rely on emotion, writes René Rodriguez. Branding is how your customers feel about themselves when they engage with your brand.” INSIGHTS: Branding is the story … [Read more...]
Are you a lucky person?
According to Jeff Bezos, Mark Cuban, Warren Buffet and other successful individuals, luck played a role in their success in addition to being an indicator of other admirable qualities. Source: Inc., April 9, 2025. Link. The self-perception of being a lucky person is a good indicator that someone is humble, observant, action-oriented, and willing to bet on themselves, their … [Read more...]
Selling the emotion
Pet owners don’t see their animals as “just pets.” They’re family. They worry about their dog’s arthritis, their cat’s weight gain, and whether their rabbit is secretly plotting world domination. Source: Veterinary Advantage, March 2025. Link. When you tie the product to real-world outcomes, you help your customer see the immediate impact.” INSIGHTS: Speak your customer’s … [Read more...]
Your part in heartworm prevention
You can use the same strategy with your clients that distribution reps use with your clinic to increase heartworm prevention. Ticks, along with mosquitoes, are the principal transmitters of both human and pet vector-borne pathogens. Heartworm is a life-threatening parasite that is 100 percent preventable. Source: Veterinary Advantage, June 2024. Link. Even with so many … [Read more...]
Don’t assume, check to be sure
Every communication in your practice tells your story. Is that how you want your practice to be perceived? If you don’t share your story, people will fill in the gaps with assumptions that may not be accurate, writes René Rodriguez. He shares tips that can help you and your team create a better picture. Source: René Rodriguez, LinkedIn, March 13, 2025. Link. By refining … [Read more...]
Stress and performance
Not always negative … the right kind of stress . . . controlled and purposeful . . . can be a powerful tool for growth, performance and resilience. Source: René Rodriguez, LinkedIn, March 5, 2025. Link. The key to thriving under pressure is finding the optimal level of stress that pushes performance without triggering the negative effects of overwhelm.” - René … [Read more...]
Stretching others
There’s a thin line between motivating employees and creating a toxic situation when leading people to be their best, writes Marcel Schwantes reflecting on the Steve Jobs way. For Jobs, leadership was about setting ambitious standards and helping knowledge workers become their best selves. It wasn’t always a rosy path, but it made people better. Source: Inc., February 20, … [Read more...]
Ego management
One must never lose sight of the fact that you’re just a tiny speck in an infinite universe, like every other human being who ever lived and died. Source: Giant Leap Consulting, February 2025. Link. Hubris appears when you let your leadership power go to your head and you become enamored with your own specialness.” INSIGHT: Real leadership requires you to be in service to … [Read more...]
Facts and feelings
At its core, influencing is about understanding human behavior. What makes people trust, decide or act? Source: LinkedIn Pulse, February 25, 2025. Link. While we like to believe we make factual decisions, the reality is that feelings dominate.” INSIGHT: Acknowledge feelings first, then address the facts. … [Read more...]
Everyone at the practice is included in your sales team
Every person in a veterinary practice should be part of the sales team. These 10 tips will help them and you improve the overall practice performance. Source: Veterinary Advantage, February 2025. Link. Make it clear, concise, and – dare I say it – compelling.” - Brian Sullivan, CSP INSIGHTS: Planning and preparation helps the animal, client and practice succeed. … [Read more...]
Thriving cultures
Fostering a thriving culture is dependent on a few essential leadership behaviors rooted in the principles of Servant Leadership . . . a people-centric approach where leaders prioritize serving others, creating environments of trust, engagement and productivity. Source: Inc., October 4, 2024, Link. Authenticity is showing up with your best self especially at the worst of … [Read more...]
Negative and positive consequences
What’s the risk if I don’t follow the parasite control regimen? What’s the benefit if I do? Stress those two answers for your customer and your compliance will improve. Source: Veterinary Advantage, April 2017. Link. Negative or positive consequences are great motivators in helping people embrace change. Conversely, the lack of consequences, either negative or positive, … [Read more...]
Building talent through delegation
Using a clinic’s professional staff to deploy their full educational training remains an everyday topic in veterinary medicine. Effective delegation is one of the most effective ways to develop the existing talent in your practice and free up your time to (fill in your top priority). The article shares 10 steps for successful delegation. Source: Giant Leap Consulting, … [Read more...]
Your comfort zone
The ability to become comfortable in an uncomfortable situation will help when taking a giant leap into the unknown. Source: Giant Leap Consulting, January 6, 2025. Link. When employees face challenges confidently and courageously, a positive outcome is more likely than if they don’t.” INSIGHTS: Coaching to improve confidence and courage is focused on “do this” not “don’t … [Read more...]
Leadership advice
Note: Mr. Malone’s post here provides good follow-up to his post from last week <Link> on managing stress. We also created a PDF of Jeff Zientz’s leadership tips from the article Malone shares here <Link>. It can be used as a bulletin board reminder for all staff. You may not be the Practice Leader, but the practice and its clients benefit when everyone is … [Read more...]
Managing your stress
Animal healthcare is attractive, seductive and fulfilling, but it comes with responsibilities that produce stress. It is against the backdrop of normalcy that these stress pressures can stay well hidden, ready to strike when you least expect it. Source: Giant Leap Consulting, January 2025. Link. Every team member in a practice is a leader responsible for producing … [Read more...]
Questions – rude or helpful?
We succeed when we help others succeed, and that is the role of every animal healthcare professional. Source: Repertoire, October 2024. Link. How can we help others succeed if we don’t know where they want to go?” or “Where are they now?” or “What is standing in the way? INSIGHTS: Move from “intrusive” to “interested” by acknowledging every response. Every interaction, … [Read more...]
Managing your own expectations
New products in a clinic cause excitement. However, your clients may not express the same enthusiasm. So, managing expectations is important for every team member. Source: LinkedIn, December 9, 2024. Link. … [Read more...]
When the climb slows
For those who’ve been at the top of their game for a while, the inevitable truth is this: cresting happens. Source: Giant Leap Consulting, December 2024. Link. The true test of a seasoned leader isn’t how high you climb or how hard you fight to stay at the top, but how you respond when the climb slows down, when the world no longer expects you to be the one with all the … [Read more...]
“Be Curious.”
Ted Lasso fans will recognize the title as a quote from the popular series of the same name on Apple TV. Curiosity is the key to understanding your customers better and increasing your opportunities to help them. Acknowledging is the genesis of curiosity. Source: Repertoire, August 2024. Link. …the point of talking with another person is to find out what they think as much … [Read more...]
A strategic foresight parable
Leaders today face a world defined by rapid technological innovation, market volatility, global interconnectedness and workforce transformation. Source: LinkedIn Pulse, November 26, 2024. Link. Tactical plans without strategic foresight solve nothing.” INSIGHTS: Inspire others with a clear vision; empower others with purpose; lead others with humility and courage. … [Read more...]
Mastering and winning at customer experience
You don’t buy your clothes at a shop offering only one size or one style. Has anyone ever read a mail piece that is addressed to “Postal Customer?” “That’s the way we’ve always done it,” will put you out of business. Thrive, grow and succeed by winning the customer experience. Source: Forbes, February 9, 2024. Link. The winning formula for customer service: … [Read more...]