Many of us have experienced unlearning after buying a different automobile. The new key works differently, the gearshift is now on the column or the windows are controlled by a button not a crank handle. Mark Bonchek suggests that learning organizations have focused incorrectly. The problem isn’t learning: it’s unlearning. In every aspect of business, we are operating with … [Read more...]
It’s OK to never wash your coffee mug
What? That was the first reaction to this headline. An interesting scientific take on those dirty, stained mugs that exist in nearly every office environment follows. Source: Science of US, November 3, 2016. It’s fine to never wash your mug, as long as you’re not sharing it with anybody else. Better than fine, in fact: It may actually be the most sanitary option. INSIGHTS: … [Read more...]
Win the talent war with effective coaching
Developing talent in newly hired veterinary school graduates has long been a primary requirement in practice success. Mentoring a new graduate is challenging and often does not follow a defined plan. Magdalena Mook asserts that developing a strong coaching culture across all employee strata is an important element of retention and competitiveness. Source: Human Resource … [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...]
Editorial – Managing stress as a team
In the past week, your AHD team reviewed 12 articles related to professional stress, performance anxiety and the suicide rate of veterinary team members. In this edition of AHD BULLETIN, we included information from Susan David, Ph.D., and others about with emotions management. We’ve included this article because it deals with stress as a team problem beyond personal … [Read more...]
Being nice wins
The nastiness of this year’s Presidential campaign is often excused by observing that “politics is a contact sport.” Plus, reality shows with the highest ratings seem to involve the nastiest people. Despite society’s current love affair with verbal thuggery, research proves you can win while being nice and you can disagree without being disagreeable. Source: Wall Street … [Read more...]
Top 5 reasons veterinary nurses are essential
Veterinary nurses, or veterinary technicians, bring special skills and attributes to a practice. Few persons have a longer job description. Practices that learn to use them to their full potential realize increases in efficiency and improvements in client service and patient care. Veterinary nurses, with all their special skills, knowledge and attributes, are the gears that … [Read more...]
Research helps identify quitting behaviors
The basic tenet of managing turnover is that everyone eventually leaves. But the “when” can feel like a mystery. Recent research shouldn’t be considered the only way to identify an employee on the verge of quitting, but it does point to a set of behaviors that, taken together, can provide a clue—and it discounts behaviors that have mistakenly been seen as tells. Source: … [Read more...]
Speaking up to supervisors is a two-way street
Corporate leaders often say they want employees to speak up and offer new ideas, challenge processes and call out unethical behavior. However, research shows that those same leaders generally react negatively to employees who challenge them, even when done constructively. Source: Harvard Business Review, October 18, 2016. Building speaking up cultures is, on the whole, a … [Read more...]
Providing corrective feedback correctly
Providing corrective feedback is challenging but it becomes more difficult when it gets emotional. Defensiveness, crying or yelling create an environment that most would rather avoid. However, it is part of the real world. So, tips on handling these types of situations are helpful. Source: LinkedIn Pulse, September 22, 2016. Remember the “why.” Focus on all the good reasons … [Read more...]
11 states where veterinarians earn great salaries
Insider Monkey, an evidence-based investment resource, recently released statistics about the 11 highest-paying states for veterinarians, based on the Bureau of Labor Statistics’ Occupational Employment Statistics report. Source: AAHA NEWStat, October 12, 2016. To select the 11 highest paying states for veterinarians, Insider Monkey referred to the Occupational Employment … [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...]
Large animal veterinarian input sought
Beef and Beef Vet are collaborating with the College of Veterinary Medicine at Kansas State University to co-sponsor a survey of large animal veterinarians. Please share this with your colleagues and customers in large animal practices. More input means better information. Source: Beef Vet, October 6, 2016. The world of veterinary medicine is changing and how veterinarians … [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...]
Talking politics at work is tricky
We’re often advised – with good reason – not to talk politics at the office. Yet, political topics are sometimes unavoidable. Here are four good tips to ensure the conversation doesn’t end in disaster. Source: Harvard Business Review, September 30, 2016. However strong your views are, you don’t want to alienate your coworkers. Here are some strategies for having a tactful, … [Read more...]
Shadowing a veterinary technician
Jen Reeder recently spent a day shadowing a credentialed veterinary technician during National Veterinary Technician Week. “This was a simple assignment that turned into one of the most eye-opening experiences of my life,” she writes. Source: AAHA Pets Matter, September 20, 2015. 'It’s hard work, but at the end of the day, when I go home exhausted, I still want to come … [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...]
You’re not free to move about the country
Stress-free flying sounds like an oxymoron. Consumer Reports’ Mandy Walker addresses the frustrations of high prices, endless fees, cramped seats, long lines and crazy connections. She shares strategies to fly saner, safer and cheaper. Source: Consumer Reports, October 2016. See: Secrets to Stress-Free Flying: Fed up with endless fees, cramped seats, long lines, and … [Read more...]
Medical nurses weigh in on veterinary technicians
The National Association of Veterinary Technicians in America (NAVTA) recently announced they have initiated the process of having a nationally standardized title of Registered Veterinary Nurse. However, the title change met opposition from medical nurses in Pennsylvania. Therefore, NAVTA initiated a study of medical nurse perceptions of veterinary technicians. Our team … [Read more...]
Vet tech coming. Plan now.
Tony Bennett recorded “Who Can I Turn To” in 1964 when it hit the top five on the Adult Contemporary chart. Like Bennett’s recording, veterinary technicians are a hit practices worldwide. They are essential and the primary point of contact with clients. Without them, who would our industry turn to? National Veterinary Technician week is October 16th to 22nd. Plan time to … [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...]
OUCH! Prevent needle sticks.
The Upper Midwest Agricultural Safety and Health Center says more than 80 percent of U.S. farmworkers have accidentally stuck themselves with a needle while vaccinating animals. A study in Australia published in 2009, showed around three quarters (75.3 percent) reported suffering at least one needle-stick injury (NSI) in the previous 12 months, while 58.9% reported suffering … [Read more...]