Opinion Graduation season is a time to celebrate endings and new beginnings. Amid the gaiety, clinical psychologist Meg Jay’s message from 2013 could not be more timely or more important for our relationships, families, new employees and our future. As our animal health industry grapples with employee shortages, work-life balance, work ethic perceptions, aging … [Read more...]
Search Results for: Empathy
Balancing performance and compassion
In a recent worldwide survey of 300 senior business leaders across industries ranging from hospitality to automotive to biotech, 61 percent reported they’re struggling to balance employees’ need for support with their company’s drive for high performance. Source: Harvard Business Review, February 16, 2022. Link. Leaders need to find out what employees really care about … [Read more...]
Ghosting
When I first heard some of my younger colleagues talking about ghosting, I thought it was some type of a Ghostbusters slime game like silly string. (Okay, I’m old.) Unfortunately, it’s not a game. So, two thoughts – don’t do it to others and if it happens to you or, as Judith Humprey offers, here are a couple of strategies to handle it. Source: Fast Company, February 9, … [Read more...]
2021’s top 10 VIP episodes
Shawn Wilkie and Dr. Ivan Zak have produced 84 podcasts in the last two years providing animal health pros a unique opportunity to learn about innovations in our marketplace. VIP provided a list of the most-listened to podcasts for us to share with you. Seven new podcasts are already planned for 2022. Source: Veterinary Innovation Podcast, December 24, 2021. … [Read more...]
The secret to hiring customer service employees
A great customer experience depends on great employees, says Micah Solomon. The secret is to hire your customer-facing team based on psychological traits, in addition to thinking about the specific skill set you’re looking for. Solomon shares five key traits using the acronym W.E.T.C.O.: Warmth Empathy Teamwork Conscientiousness Optimism Source: Forbes, … [Read more...]
Empathetic leadership
Effective leaders demonstrate a wide range of skills, abilities and characteristics that all play a part in their effectiveness. The ability to empathize with others plays a major role as Tracey Brower explains. Source: Forbes, September 19, 2021. Link. 76 percent of people who experienced empathy from their leaders reported they were engaged compared with only 32 percent … [Read more...]
It’s okay to truly grieve for lost pets
Losing a trusted pet sucks. Without traditional grieving rituals we generally experience when family members die, losing a pet can truly mess with us. Experts say the death of pets can even activate grief over previous losses. Source: Outside, September 2, 2021. Link. The death of a pet is a very big deal. I often have people tell me they are surprised the experience is … [Read more...]
Dermatology pearls: Your 4-step guide to educating pet parents about pruritus
Owners of pets with allergic pruritus can often encounter confusion and frustration. It’s important to tackle the issue from the first appointment and develop a dependable treatment plan that keeps the needs of both patient and owner in mind. Source: DVM 360, via AAHA NEWStat, August 29, 2021. Link. To navigate these conversations with clients, Ashley S. Bourgeois, DVM, … [Read more...]
Worth a Glance – May 27, 2021
Last week’s most read post No, people aren’t giving up pandemic pets because they’re bored Source: Animal Health Digest, May 18, 2021. Link. Two words for an instant dose of empathy Source: Forge, May 3, 2021. Link. Try mirroring the other person’s struggle with the words “of course” to validate their challenges or … [Read more...]
Complex simplicity
Leadership is one of the most written-about topics in the world. Some present it as complex, while others present it as simple. It is both. Source: LinkedIn Pulse, February 10, 2021. Link. That means, in a business setting, it is important to remember that you work for your employees, they do not work for you. Your job is to build your team, provide value, and give them … [Read more...]
Slow down, write better emails
We’re sharing from this article verbatim. It is concise, actionable and central to our personal lives. Erica Dhawan says reading carefully is the new listening and writing clearly is the new empathy. So many of our exchanges today happen in written (or typed) form such as email, text and IM. This means that listening in its traditional sense has been replaced by reading text … [Read more...]
Building trust in the emergency setting
Trust is pivotal in the emergency setting writes Monica Sterk, DVM. Normally not the primary veterinarian, emergency teams must quickly gain the client’s trust, so they can make difficult decisions based on the findings and guidance in the moment. Sterk shares simple building blocks that lead to a successful relationship during an emergency visit. Source: DVM 360, … [Read more...]
Discuss treatment plans to avoid surprises
Emily Shiver, practice manager, CVPM, CCFP, shares proven tips to help present treatment plans and their financial components. Note the physical alignment, transparency, empathy, outcomes and acknowledgement elements she highlights. Presenting treatment plans with empathy and compassion helps to eliminate some of the stress of this delicate discussion. It also potentially … [Read more...]
4 emotions chickens may be feeling
“The sky is falling, the sky is falling,” proclaimed Henny Penny (also known as Chicken Little) in the famous Danish children’s story. Henny Penny had an anxiety attack and emotionally ran hither and yon after an acorn fell on her head. Fast forward to 2020. . . Ana Hotling brings us a more modern day look at chicken emotions flock keepers may observe on a day to day basis. … [Read more...]
Even B2B buyers want emotion in their content
Feelings? Yes, feelings! Jodi Harris says we should demonstrate deeper awareness and understanding of the positive outcomes and experiences our audience wants. Still, focusing on transactional behaviors we want to drive remains important to today’s marketing. It is true for B2B and B2C. Marketers need to adjust their content priorities so they can answer the new questions and … [Read more...]
How discomfort enables growth
Let’s be honest: There’s comfort in routines and predictable workflows, writes Michelle Eggleston Schwartz. But, navigating life on cruise control lacks the richness and reward gained from accomplishing difficult goals. Schwartz is correct. The pandemic has enmeshed home and work. Many have discovered the pleasure of applying creativity, new levels of resilience and … [Read more...]
Email marketing: what to do when reopening is on the horizon
Natasa Djukanovic shares perspectives on email messaging in preparation for the next normal stages. Intent, empathy and positivity are all foundational elements of her suggestions. Source: Marketing Profs, May 26, 2020. Link. INSIGHTS: This is good guidance for sales team members and marketers. We all can do a better job of writing a short email even though it takes a … [Read more...]
Veterinary technicians; heroes, heroines in scrubs
It’s been said, “the poop rolls downhill.” In most vet clinics, the technicians catch it. But these talented professionals frequently make the day, save a case and step in to help animal owners understand what’s going on. Kudos to the dvm360 staff for collecting some real-life experiences as the 2019 National Veterinary Technician Week approaches October 13-19. Source: … [Read more...]
Opinion – Helping multiple decision makers purchase
Selling to businesses often means proving to multiple decision makers that your product can make their jobs more efficient, provide a significant return on investment and outdo competitors in functionality and price. Kison Patel shares what he calls five tips for streamlining the decision-making process when multiple stakeholders are involved. They outline considerations when … [Read more...]
Rescue dog book promotes children reading to animals
A new fictional book, My Name is Curly, supports both childrens’ reading and shelter animals. Research has shown that when children read to animals, it helps with their reading skills, helps children socialize. It also comforts and reduces the anxiety of shelter pets. Plus, it nurtures empathy in children. Author and attorney Andi C. Kryszak says when she adopted her first … [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...]
Compassionate, directness are transformative when combined
We define it (compassionate directness) as empowering employees to speak up, give feedback, disagree, and surface problems, pain points and constructive criticism. And to do this immediately, continuously, and with clarity, but also to do it with compassion, empathy and understanding. Source: LinkedIn Pulse, May 9, 2019. Link. According to a poll from H.R. management … [Read more...]
In #Metoo backlash, men retreat from mentoring women
Wendy Murphy shares that many senior male managers are reportedly responding to the #Metoo movement with a better-safe-than-sorry attitude and are pulling back from mentoring women. This reaction is both biased and shortsighted she says. Repercussions of depriving female employees of the counseling, developmental opportunities, exposure, and visibility that come from … [Read more...]
The customer is always right . . . NOT!
This is a must-read for animal health pros. Robert Sollars and others challenge age-old paradigms about how to manage customer relationships. Customers aren’t easy to come by or retain these days, but they’re also not always right. Here’s how to keep them happy without giving away too much. “The customer is always right” is wrong but “the customer always believes they … [Read more...]
6 most read posts from the last 6 months
Providing you a way to quickly sift through industry media is the main objective of Animal Health Digest. We believe informed animal health pros create more opportunities when you’re up to speed on what’s out there. With reading in decline, readers have a comparative advantage in today’s business, Michael Hyatt. Link. We’ve captured a few of the most read posts from Q1 and 2Q … [Read more...]
Veterinarian’s life purpose keeps him busy into his 90s
Veterinary surgeon Lincoln Parks invented and patented a cart that allows disable animals to walk in the 1960s. He’s been making them since through his business, K-9 Cart (link). He retired in 1991 after more than 3,000 spine surgeries, but he didn’t stop working. He set up a workshop and has built and sold animal wheelchairs since. Source: Washington Post, August 9, 2018. … [Read more...]
White paper covers how dogs will help owners in distress (includes video)
The white paper “Timmy’s in the well: Empathy and prosocial helping in dogs,” was recently published in the journal Learning & Behavior. Paper authors studied the time that dogs responding to their owners’ crying. The study involved 34 pet dogs of various breeds and sizes and their owners. The results show that dogs will frequently push through barriers with urgency to help … [Read more...]
Accommodate clients with disabilities
Beckie Mossor, RVT, shares the attitudes necessary to interact with animal owners who have disabilities. The way pet owners are treated at the practice or at a retail facility directly affects their understanding, compliance and overall satisfaction with their pet’s care. It affects customer retention as well. Source: Veterinary Team Brief, June 2018, page 29. … [Read more...]
Kevin O’Leary: brutal honesty pays (includes video)
Shark Tank's Kevin O'Leary, the "Mean Shark" and "Mr. Wonderful," is known for his brutal criticism of bad ideas. He believes this is one of his many admirable traits. Source: NBC Better, May 7. Link. Shark Tank's Kevin O'Leary: Why it pays to be brutally honest INSIGHTS: We’re sharing this because of the popularity of the Shark Tank TV series. For most animal health … [Read more...]
Empathize with clients without sacrificing your sanity
Daniel C. Randall, DVM, reflects on an online veterinary forum discussion that exposes concerns about empathy in veterinary relationships. Without empathy, Randall writes, we resort to vilifying our clients, blaming them for our low morale, exhaustion, and job dissatisfaction. “We risk creating an “us versus them” mentality that seeps into our body language and our … [Read more...]