Thanksgiving is a week from today. It’s a great holiday, but it can also present hazards for pets. AVMA offers home, party and travel advice that’s ready to go in clinic counter material, blogs and newsletters. Source: AVMA. Holiday food needs to be kept away from pets, and pet owners who travel need to either transport their pets safely or find safe accommodations for them … [Read more...]
R E S P E C T retains clients
Steven Pearson, DVM, shares five ways to ensure your veterinary practice can meet clients' needs. He reminds us all that time is valuable, regardless on which side of the exam table you stand. He says practices must provide high-quality services in a relaxed and consistently respectful manner to reach their full potential. Source: Veterinary Practice News, November 1, 2016. … [Read more...]
Mobile greatly influences searches, purchases
Price transparency is truly in-hand, according to a recent survey that investigates how U.S. consumers use their smartphones in stores. 47 percent plan to use their smartphone to search for competitors' prices 36 percent will look up product reviews 30 percent will sign up to receive in-store promotions 28 percent will take pictures for future reference 16 … [Read more...]
Warmth and competence critical to first impressions
When you put people into decision-making mode they are being influenced by logic and emotion. Additionally, the bigger the decision, the more emotion influences the final outcome. So, very often your technical competence as a DVM or vet tech will work against you when dealing with increasing customer compliance. Source: Business Insider, January 16, 2016. If someone you're … [Read more...]
How millennials are changing distribution
Distributors are re-examining their strategies as millennials become a populous and educated segment of the workforce, Michael Wilson writes. Their online purchasing preferences are reviving the need to practice consultative selling as distributors shift to meet customer preferences. Source: Industrial Distribution, October 4, 2016. Consultative selling refers to a method … [Read more...]
Future of logistics is ever-changing
Animal health pros and our customers depend on logistics. The fulfillment systems we use to speed product and service delivery to the animals that need them are evolving with lightning speed. We all benefit from efficiencies the internet has created. For example, it’s now common to send a last-minute report to be printed at a hotel across the country as we’re en route and have … [Read more...]
A recommendation or a need?
Last month, we featured an article by Dr. Andy Rourk in which he posits, “Stop abdicating our (DVM) position.” One of the main tenets of the principles of influence is authority. As a DVM or vet tech, you are the authority and it is time to start using it and the other principles to influence your customers and increase your hospital’s patients’ levels of compliance. Source: … [Read more...]
Rising prescription drug prices affect pets, owners, vets
Soaring prescription drug prices are hitting pet owners’ pocketbooks hard. And, giving a pet the medicine it needs can be more expensive than caring for a person since the owner may not have pet insurance or the pet may have a pre-existing condition. Los Angeles Times columnist David Lazarus recommends that pet owners shop for best prices, especially when a pet is prescribed a … [Read more...]
“Why Stay?” Important conversations.
Most years, an average of 14 percent of your hospital clients will move. One percent will die and one percent will get seriously ill. Job loss will hit another 1.25 percent and 1.5 percent will divorce. Combined with a natural, annual attrition rate of almost 20 percent, it is important to prioritize how you will attract new customers. Unfortunately, that attention to new … [Read more...]
Editorial – Manage product deliveries efficiently
Amazon will soon deliver to businesses and homes. If we accept that a 2 full-time DVM equivalent veterinary hospital places 10 orders weekly to replenish its inventory, then it is likely that those orders will arrive in 20 to 25 different boxes. Some of these boxes come via UPS, FedEx, U.S. Postal Service and some from distributors or manufacturers. This can add up to three … [Read more...]
Be visible and contribute to your community
Ed Blach, DVM, MS, MBA, believes relationships matter and community visibility is important for veterinarians. He discusses trust, millennials and relationships based on his experiences. Source: Is My Practice Healthy?, September 26, 2016. Building trust with your clients is crucial to developing loyalty, word-of-mouth promotion, and return visits to your clinic. … [Read more...]
Dr. Leah Dorman talks about antibiotics
Dr. Dorman shared a few insights on how producers can effectively talk with consumers about antibiotics ahead of the 6th Annual NIAA Antibiotics symposium. Her comments provide reasoning for handling antibiotic discussions. Source: NIAA, September 29, 2016. Dorman is the Director of Food Integrity and Consumer Engagement of Phibro Animal Health. In this role she provides … [Read more...]
Satisfy 2 clinic customers
Ed Blach, DVM, MS, MBA, reminds us of the dichotomy of servicing both humans and animals as veterinary clinic customers. The same is true of retail associates who deal with the public. He says veterinary teams must love to service humans as much as they love dealing with animals to be successful. Source: Vet Advantage, September 2016, page 20. The client experience is … [Read more...]
Manage the pressure to discount
A longtime, good customer you cannot afford to lose suddenly asks, “Can you get me a better price?” Now what do you do. In our experience, price discussions are really about value. This customer doesn’t perceive the value equals the price you are asking, has forgotten the value he’s already getting or has read the latest book about negation. Source: Harvard Business … [Read more...]
Let’s talk discounts
This topic parallels our editorial - Toot your own horn. A growing number of veterinary practices and independent dealers or retailers are using practice or business managers to monitor the delivery of services and their residual profits. Discussing discounting behaviors is challenging. Tanja Mimica, of ConsultMates, believes there are four key things that make discounting … [Read more...]
Editorial – Toot your own horn
Every day in a large percentage of veterinary practices, product is “given away.” Depending on the practice, most of these products are not recorded as a “sale at no charge.” This behavior contributes significantly to inventory shrinkage. As important, the value of the free goods is not realized by the client or by hospital staff. Additionally, hospital owners give away … [Read more...]
The Amazon effect is changing logistics
Amazon continues to be the most disruptive element in supply chain management since UPS expanded its common-carrier package delivery system to cover nearly all geographic points of delivery. The term logistics is used in this article. This is correct for some of the services discussed. However, the direction of the article is about fulfillment, which includes supply chain … [Read more...]
Music at work makes a difference
Little research has been done about how music played in retail and office settings affects employees. So, a group of Cornell PhDs recruited 188 undergrads to participate in a voluntary contribution mechanism experiment. It measures and manipulates cooperative behavior among research subjects. One third of the group listened to “happy” music, another third listened to “unhappy” … [Read more...]
Introversion, the veterinary edition
Dean Scott, DVM, discusses the challenges of introversion versus extroversion from the veterinarians’ perspective. Introverts are naturally quiet and internalized; behaviors that extroverts may interpret as signs of aloofness or arrogance. Introvert’s interactions with people are draining. They also exert a lot of energy pretending to be an extrovert. I read once that if the … [Read more...]
Apply customer service principles to your vet business
Glenn Muske, North Dakota State University, looks at a veterinary businesses as a combination of retail store and service center. He suggests that emphasizing customer shopping assistance and customer service outside the exam room is worthwhile. Source: Beef Vet, Fall 2016, page 14. Muske tells people that helping a customer who walks in the door is tough without asking the … [Read more...]
Inventory availability critical to distributor relationships
Eric Jensen shares his thoughts on how customers value distribution based on a survey of wholesale distributors. The results place inventory availability nearly as important as relationships. Technical support ranked third, while delivery time and price ranked fourth and fifth, respectively. Source: Industrial Distribution, August 12, 2016. If you are a distributor, while … [Read more...]
Scheduling secrets for veterinary receptionists
Wendy Myers shares tips about getting control of hospital scheduling. Effective scheduling techniques improve patient care, hospital revenue and client satisfaction. Reclaiming control of your appointments will also boost employee morale, she says. Source: Veterinary Practice News, July 12, 2016. Get your practice's schedule under control with these tips: Ask questions … [Read more...]
When veterinary clients spend the most—and the least
Dr. Ross Knippenberg, assistant director of economics with the American Veterinary Medical Association, and the association's economics intern Sean Barker have completed a deep dive into seasonality and client spending in veterinary clinics. They confirm that business is slowest in the winter. Their analysis quantifies this effect and shows what the national average looks … [Read more...]
A nudge can change behavior
Can a small, simple adjustment, or nudge, change our behavior for the better? Richard Thaler, a University of Chicago professor who studies behavioral economics and finance, in addition to decision-making psychology believes it can. He’s even written a book titled, Nudge. Source: TED Radio Hour, June 24, 2016, first segment. If you want to encourage people to do something, … [Read more...]
Self-disclosure, leadership and trust
John C. Maxwell said, “A leader is one who knows the way, goes the way and shows the way.” Every animal health professional is a leader when it comes to communicating with an animal owner, client, customer or staff member. Jesse Lyn Stoner provides some perspective on self-disclosure. Source: AVMA SmartBrief, May 31, 2016. Self-disclosure is an important leadership trait … [Read more...]
Front desk persons anchor the customer experiences
Whether in a veterinary hospital, retail store or dealer, the persons at the front desk set the tone for each visit. Their skills in customer acknowledgement and directing traffic make or break visits. Katherine Dobbs, RVT, CVPM, PHR, provides a unique perspective for all animal health professionals to consider. Source: Veterinary Practice News, May 31, 2016. Front desk … [Read more...]
Seven listening styles and how to approach them
The White Rabbit from Lewis Carrol’s, Alice in Wonderland, said, “The hurrier I go the behinder I get.” In many cases this quote describes the listening skills of animal health professionals who are quick to move without really hearing how a customer responds. Take time to pay attention to your communication process, and listen to your listener before you speak. Source: Ag … [Read more...]
Position yourself for success
The internal messages you send yourself regarding your role in the hospital, the distribution company or the manufacturer largely determine your success with your clients, your practices or your customers and therefore within your respective organization. Consistent high performers in the veterinary industry have a very clear image of their role in every interaction. Source: … [Read more...]
Giving it away doesn’t work
“Giving discounts on the fly can backfire,” asserts Andy Roark, DVM. “Time and time again, it’s a habit that gets DVMs into trouble. Worse, it’s a practice that’s strangling struggling vet practices and damaging our profession as a whole.” Source: Dr. Andy Roark, May 21, 2016. Most vets understand that giving away products or services means the clinic makes less money. … [Read more...]
Improve Compliance Messaging
For more years than I can count, compliance has ranked as one of the top challenges facing the veterinary industry. When I saw this article on resiliency I thought it could easily be retitled, “Five Ways to improve your Compliance Messaging.” But, this only applies if everyone from the front desk, to the technicians, to the practice managers, to the DVMs, to the owners, to the … [Read more...]