Whether you’re an employer or employee, it is critical that you believe the work you do is important to attain the highest job satisfaction and maintain employee morale and retention. Properly looking at the way we mentor employees and the way we approach our jobs are key to success throughout any organization. Source: Purpose Unlimited, August 13, 2018. Link. The workplace … [Read more...]
Search Results for: retention
Marketers need to focus on relevance, not loyalty
If your customer retention strategy relies on buying loyalty with rewards, rebates or discounts, it is coming at a high cost. And these days, it could also mean that you’re giving up something priceless: your relevance. That’s because the loyalty era of marketing, as we’ve known it, is waning. Instead, in this new era of digital-based competition and customer control, people … [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...]
Benefits, flexibility help retain employees
A recent Harris Poll of 800 employed adults affirms that lifestyle fit is key to attracting and retaining employees. About half of those surveyed would leave their job for a position with benefits that fit their needs, including more paid time off, enhanced healthcare coverage and a more generous 401(k) plan. Forty-two percent of participants said they would quit if another … [Read more...]
Training is better remembered when administered in small doses
Managing the forgetting curve is critical in training programs and life in general. Studies suggest that as much as 90 percent of information is forgotten within 30 days, and 70 percent of that loss happens within one day. Derek Smith reviews how corporate trainers are approaching this age-old problem. Source: Training Industry, May/June 2018. Link. To combat the forgetting … [Read more...]
Quiz: Implementing wellness plans
Test your knowledge with this quiz on the key elements of a successful wellness plan, as well as some common misconceptions. Consider engaging your entire staff to take this quiz. Questions 9 and 10 may be revealing. Source: Veterinary Team Brief, January/February 2018, Link. Wellness plans are not only beneficial for pet owners and pets, they also provide veterinary … [Read more...]
5 tips to attract and retain associates
As the unemployment rate goes down, many employers find it hard to attract and retain engaged employees. What worked when unemployment was high is no longer effective. Additionally, this millennial workforce has different values than previous workforce generations. These tips about retention will go a long way to reduce turnover and its associated costs. Source: Forbes … [Read more...]
Employee engagement more important than contentment
Employee satisfaction surveys are helpful tools in running a successful business. However sometimes the sense of contentment can be a sign of apathy and indifference rather than effectiveness. Engaged employees are essential. Measuring this engagement is well beyond the purview of satisfaction surveys. Source: Gallup News, April 12, 2017. Business or work units that score … [Read more...]
Engage more clients, retain more clients
Customer engagement and experience management are key value drivers to client retention. Value delivery methods are critical to ensure clients keep your business top of mind. An engagement program with multi-touch messaging and a strategy to drive client loyalty will help create success. Source: MWI Messenger, September 2017, page 9. Client engagement creates loyalty. Equal … [Read more...]
Why technicians leave—and what you can do about it
Julie Carlson’s overview of veterinary technician work dynamics is important, especially in with the new veterinary nurse direction and how salespersons interface with technicians and office staff. Practice owners and managers need to look at this from a retention management perspective. Sales and marketing persons will find opportunities in the comments on respect, inclusion … [Read more...]
Put down the phone
Wendy Myers suggests ways to get clients and staff members to hang up their phones and listen. Addictive cellphone use is a growing problem and contributes to declining listening and retention skills. Try a collaborative rather than confrontational approach when dealing with smartphone use. Source: Veterinary Practice News, August 23, 2017. Distracted clients may be … [Read more...]
4 customer service plan essentials
As trends for increased self-service and detached decision making grow, the importance of building superior customer service teams can get lost. Andrew Medal brings the perspectives of a serial entrepreneur to this topic. The insights apply to animal health pros in traditional businesses, too. Source: Entrepreneur, January 20, 2017. Customer service is one of the most … [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...]
Ethics important when deciding on rebates, incentives
Doctors Messer, Peterson and Morgan provide perspective on the influence of animal health company rebates or incentives on product choices in this article. It reviews ethics and professional guidelines from AAEP and the AVMA plus the need for clinical diagnoses and VCPR. Source: Equine Veterinary Education, AE, February 2016, page III. (direct link unavailable) Certainly … [Read more...]
Researchers sniff out reasons for canine fecal clouds
The science of canine flatulence, measurement of odor and the elements of the troubling odors emitted by dogs are presented in this article. Descriptions of Flatulence Aroma Retention Togs and the Odor Judge bring smiles. Still, the serious attempt to understand flatulence and odor variations is appropriate considering how much more integrated dogs are in our lives these … [Read more...]
Activate inactive clients
Learn how a free program from Partners for Health Pets (PHP) can help recover the ~50 percent of clients who become inactive in a three-year period. Source: AAHA NewStat, February 25, 2016. Partners for Healthy Pets (PHP), an alliance of 100+ veterinary associations, veterinary colleges, and animal health companies focused on preventive care led by AAHA and the American … [Read more...]
Gender-sorted semen can improve beef herd
The next level of sophistication in herds that use artificial insemination (AI) is the selective use of gender-sorted semen. Dairy producers have experienced the benefits of limiting male calf production as males have little value. Justin Rhinehart with the University of Tennessee Extension, discusses the advantages and challenges of using gender-sorted technology in building … [Read more...]
Exam room do’s and dont’s
Ensuring a positive experience for animals and the clients is critical for customer satisfaction and retention. This private space provides the ideal opportunity for veterinary team members to educate clients on preventatives and treatments. Kara M. Burns, MS, MEd, LVT, VTS (Nutrition), Wamego, Kansas, identifies exam room disciplines that make exam room visits smooth and … [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...]
Customer experience is key to B2B success: Study
Customer experiences and the capacity to deliver are the focus of this blog post relating to select findings from Accenture’s new B2B Customer Experience Report. While focused on large companies, the report has meaning for anyone servicing customers and resellers. Source: Marketing Dive Daily Newsletter, December 2, 2015 One impediment to success is only 32 percent of … [Read more...]
How to handle and store livestock vaccines
Tracey Erickson, South Dakota State University Extension's Dairy Field Specialist, provides a solid reference document for handling and storing vaccines in this quick read. While valid vet-client-patient relationships help in establishing the vaccine of choice, Erickson offers tips for how to keep and store animal vaccines and provides an overview of the types of livestock … [Read more...]