Nicole Palumbo, DVM, offers perspective after reviewing information following a colleague’s death. She shares 10 disciplines for communication and record-keeping that can help should a suit arise. Source: Dr. Andy Roark, April 23, 2016. I didn’t want to become a paranoid veterinarian, but I did want to use that feeling of being under investigation to better myself. These … [Read more...]
New ATVs to consider in 2016
Animal health professionals enjoy their ATVs. Customers do, too. Whether you drive one or simply need to have a topic to discuss, this article lets you know what’s new with 2016 ATVs. Source: Beef, April 26, 2016. Lots of agricultural work doesn’t require a full-size pickup. When it comes to getting around the ranch quickly and inexpensively, light-duty vehicles are the … [Read more...]
Bounce back from service mistakes
How you react to service mistakes can determine whether the customer stays long term or is just lost. Source: Repertoire Magazine, April 2016. If you make a mistake, don’t despair. Most people remember the recovery more than the misstep and often appreciate when you go above and beyond to correct a situation. Treat every problem as a customer service opportunity, and you … [Read more...]
5 ways to keep small teams efficient
John Rampton shares how he works to make small teams as efficient as they can be. These are five key areas: Get everyone square on the team’s goals Give people freedom, then preserve it Automate and outsource wherever you need to Keep check-ins regular and meetings small Craft an unbelievable culture Source: Fast Company, April 25, 2016. In many ways, small … [Read more...]
Run meetings that are fair to introverts, women and remote workers
The title says it all. Diversity and geographic separation make meetings challenging. Those challenges get deeper if biases are not mitigated. Source: Harvard Business Review, April 29, 2016. By overcoming the biases, organizations can elevate their collective thinking, giving them a much greater chance of realizing the full potential of their entire workforce, not just the … [Read more...]
Veterinary nurse title confuses human RNs
The movement to register veterinary nurses compared to the more commonly used term of veterinary technician was the focus of a perception study of a small sample of human registered nurses. This article is detailed, yet clearly shows the veterinary nurse or technician role is not understood at an educational level. The term is just as confusing to similarly titled persons in … [Read more...]
Learning to learn
“The ability to learn faster than your competitors may be the only sustainable competitive advantage,” said Arie de Geus, a business theorist. The animal health market is one place where complacency to learning could spell the end. Though targeted to executives, the guidance applies equally to all animal health professionals. Source: Harvard Business Review, March 2016. The … [Read more...]
Why money doesn’t motivate employees
Motivation is an age-old business problem. This article addresses some of the thinking behind using incentives to motivate employees. Note that there is an assumption that the standard pay level is enough to sustain employees’ basic needs. Source: Incentive, March 30, 2016. In many companies, money is the most frequently used motivator – even though research shows that … [Read more...]
4 tips to help retain millennials
Generational differences in work styles, habits and values can create consternation, if not downright madness, in the workplace. Millennials, the first generation to come of age in this millennium, behave much differently than the generations before them. Impatient, entitled and needy are a few descriptors shared about them. Chris Hess, on the other hand, believes … [Read more...]
DVMs share the best advice they received from a mentor
Steve Pearson, DVM, captures mentor advice received by a broad cross-section of 14 veterinarians. Much of the advice they received applies to any animal health professional’s role. Whether you read this casually or more thoughtfully, there is something here for nearly everyone. Source: Veterinary Practice News, April 6, 2016. Applying wisdom from mentors helps these … [Read more...]
Bullying, aggression prevalent in the veterinary profession
Destructive behavior, a complex combination of relational aggression, horizontal violence, or bullying, appears to be prevalent in the medical field, says Justin Lee, DVM, DACVECC, DABT VetGirl, St. Paul, Minnesota. Lee references studies from the medical field and relates the results to veterinary hospital team dynamics. Strong, proactive leadership is critical, she … [Read more...]
7 steps to better two-legged care
Mike Paul, DVM reminds veterinary hospital teams to remember the needs of the animal owners in this reminder article. Source: DVM 360, March 2016, page 44. Pets don’t walk themselves into your veterinary hospital. Check to make sure you’re doing these seven things to make your practice a success with clients. INSIGHTS: Representatives might take a cue or two from Dr. … [Read more...]
Make slow times profitable with callbacks
Wendy Myers, DVM, presents a pragmatic use of the slower times in veterinary practice schedules. Beyond goodwill, prescription stewardship and compliance, calling clients is a convenient and inexpensive way to improve the overall customer experience. Source: Veterinary Practice News, March 15, 2016. Veterinary technicians, assistants, receptionists and doctors need to start … [Read more...]
Give good phone
Phone etiquette is important, says Jeremy Keen, DVM. Presenting a relaxed, positive and service-minded personality regardless of how busy we are is critical to client satisfaction. The same goes for retail associates, dealers and telephone persons in distribution or manufacturer call centers. Any phone call we handle is the image of our company in that moment. Source: … [Read more...]
Vets + nutrition ≠ lack of knowledge
Amy Farcas, DVM DACVN takes on perceptions that veterinarians do not know much about nutrition. She presents a strong case that veterinarians’ nutrition deficiencies are not knowledge-based. Instead they represent a communication issue. Source: Dr. Andy Roark, March 10, 2016. While nutrition is absolutely present in the veterinary curriculum in the US, talking about … [Read more...]
Insufficient sleep costs business
Animal health pros burn the candle at both ends this time of year. Veterinary team members often get little sleep during calving season, managing emergency visits or keeping track of post-surgery animals. Reps put in a full day making calls, then travel after hours only to find two hours of email work waiting when they get to the motel. This article explores the link between … [Read more...]
Breaking rules creates conflict
When asked to break the rules at work, most of us experience conflict. We can face the challenges of fine lines, gray areas, ethics, morals and legality with more confidence using principled rebellion, a strategy for being rationally and systematically unreasonable at work when absolutely necessary. Source: Harvard Business Review, January 7, 2016. When asked to break the … [Read more...]
Help clients with species-appropriate diets
One hundred percent of dogs and cats that visit a veterinary hospital or retail center eat some type of food. The diet category gets more confusing every day. Most animal owners make diet choices with little information. This article compares the needs of cats and dogs eating raw diets and presents the realities of species differences. Source: Dogs Naturally, February 19, … [Read more...]
Understand the milk replacer label
Learn about five areas on the milk replacer tag or label to understand milk replacer choices and their value. Adam Geiger, walks through label sections and their meaning in this article. It is a good reference for sales representatives and veterinary teams who service dairy producers. Source: Hoard’s Dairyman, January 25, 2016, page 62. (direct link unavailable) Consider … [Read more...]
Prevent winter colic
Colic tops the list of winter equine health challenges. Water, diet and movement are critical. Equine veterinary teams and dealers will appreciate this resource when working with horse owners. The content is also appropriate for websites, newsletters and blogs. Source: EQUUS, February 8, 2016. Cold weather may conspire against your efforts to keep water flowing to your … [Read more...]
Calcium important to canine health
Dr. Ben Character positions calcium as an important component of canine physiology. Veterinary hospital teams will enjoy this article. It is also good information for clinic websites or newsletters. Source: The Retriever Journal, February/March 2016. (direct link unavailable) Calcium is involved with muscle contraction, nerve conduction, coagulation, phosphorus regulation, … [Read more...]
High-intensity emotions affect our work
For most workers the physical effort we exert in our day jobs does not warrant the fatigue we feel at day’s end. Learn how high-intensity emotions affect our energy in this informative article. Source: Harvard Business Review, Managing Yourself, February 1, 2016. Whether you’re getting amped up with anxiety or with excitement, you are draining yourself of your most … [Read more...]
Become a fantastic listener
Active listening is a challenge for most animal health professionals. Our attention and intentions are frequently distractions from truly hearing what another person has to say. This article offers guidance for becoming a better listener. Source: Lead Change Group, February 1, 2016. Most of us think that we are average to good listeners. Unfortunately, that is the status we … [Read more...]
CE and job satisfaction connected for vet techs
The current veterinary technician turnover rate is 35 percent and the average term of employment is 12 years, according to metrics in this article. Practice managers and veterinary hospital owners will find the information valuable as they seek to retain veterinary technicians as vet tech positions are projected to continue growing. Source: The NAVTA Journal, Dec/Jan 2016, … [Read more...]
Passive-aggressive behavior and team dynamics
We bring all of our life experiences into the workplace. Learning early to avoid conflict or swallow our opinions or feelings can lead to passive-aggressive behavior in workplace teams. Whether a team member, team leader or team supporter, this article brings perspective to dousing conflicts directly. Source: Harvard Business Review, January 25, 2016. The majority of teams … [Read more...]
Defusing emotional conversations
Opinion differences are inevitable when working together. Ron Friedman, Ph.D. shares a strategy for times when conversations become so emotionally charged they have nothing to do with the issues at hand. Source: Harvard Business Review, January 12, 2016. What do you do when a conversation is spiraling out of control? When you’ve tried all the patient listening you can … [Read more...]
Bad, costly phone calls
Lifetime value is the theme in this article by Dr. Wendy Myers. She outlines sound information, including economics, that support training and skills reinforcement for veterinary clinic employees who talk to clients on the phone. Source: Animal Health Solutions, January 2016, page 24. A bad phone call can cost your clinic as much as $13,000. When interested pet owners … [Read more...]
How to show clients sincere empathy
Actively listening is critical to effective person-to-person communications. The level of empathy needed when talking with clients is often determined by how much emotion is present. This is a good article for veterinary hospital teams to discuss during staff meetings. Source: Veterinary Team Brief, November/December 2015. Providing clients with sincere and genuine empathy … [Read more...]
Protect patients from pharmacists’ errors with these 10 tips
Congress may soon mandate that DVMs provide a prescription for veterinary drugs they have traditionally dispensed. In this hard-hitting piece, Alice M. Jeromin, RPh, DVM, DACVD, notes critical differences between human and veterinary practices. She urges DVMs to contact their congresspersons to object to the bill. Source: DVM 360, November 2015, page M1. The main problem as … [Read more...]
Industry-wide standards approved for pet grooming
New standards for professional groomers and stylists will affect the grooming business in practices and private locations over time. First aid, housing, safety and emergency veterinary care top the list of standards. Source: Veterinary Practice News, November 2015 page 27. Professional groomers and stylists must keep a pet first aid kit nearby and know where to find an … [Read more...]