We succeed when we help others succeed, and that is the role of every animal healthcare professional. Source: Repertoire, October 2024. Link. How can we help others succeed if we don’t know where they want to go?” or “Where are they now?” or “What is standing in the way? INSIGHTS: Move from “intrusive” to “interested” by acknowledging every response. Every interaction, … [Read more...]
“Be Curious.”
Ted Lasso fans will recognize the title as a quote from the popular series of the same name on Apple TV. Curiosity is the key to understanding your customers better and increasing your opportunities to help them. Acknowledging is the genesis of curiosity. Source: Repertoire, August 2024. Link. …the point of talking with another person is to find out what they think as much … [Read more...]
Facts + Feelings = Attitude
To help you improve your ability to get decisions, let us focus on helping you better understand your decision-maker’s range of attitudes. Source: Repertoire, June 2024. Link. More complex decisions, such as continued treatment options, can be dominated by the emotional component of decision-making, while costs of treatment options can be more factual. INSIGHTS: Pay … [Read more...]
Successful leaders are great followers first
In the most effective and successful practices, leadership occurs at all levels—from the DVM to the vet tech to the receptionist—and at every level in between. Source: Repertoire, April 2024. Link. Influential leaders, no matter what title they have or role they play, are those with willing followers.” INSIGHT: Exceptional leaders intuitively recognize momentary changes in … [Read more...]
Rest is NOT a waste of time
Rest is an elusive need that many of us have trouble making time for, despite how badly we need it. Source: Repertoire, May 2024. Link. With the busyness of our work schedules and daily lives constantly compounding, it’s important to build time to unplug from our phones and calendars to recharge and reset. You will be better at whatever role you have by simply taking time … [Read more...]
Customer experience thoughts for managers
Managing and coaching a group of people hasn’t really changed over the years. Today, however, customer experience is at the forefront of every interaction and transaction. Source: Repertoire, October 2023. Link. You just have to find out what is important to that customer and how your product/service meets that need.” – Patrick T. Malone INSIGHTS: Malone shares the best … [Read more...]
Failure to decide is a decision
Many people believe that deflecting is a way to delay decisions they don’t wish to make. In the moment, this might work. But as time progresses failure to decide most frequently puts us in a reactive mode. Lisa Earle McLeod says the biggest challenges with decision-making are not the decisions we make, it’s the decision we don’t make. She calls it the default decision. It’s … [Read more...]
Opinion – Human infection control. Progress worth watching and applying.
The need for increased infection control in animal clinics is equally as important as it is in human hospitals. In addition to protecting patients, managing infection possibilities also protects staff and doctors. Animal health pros can learn from the discussion about the results of infection control management in human hospitals to identify areas that need improvement in … [Read more...]
Tips for selling the value of service
Elizabeth Hilla provides an overview of selling the benefits of distribution services. Note the service categories she identifies and the benefits associated with them. Source: Repertoire, July 2018, page 58. Link. Your customer may be so accustomed to your reliability that he or she may not even see some services as adding value, but they certainly do. Likewise, standard … [Read more...]
Make windshield time more productive, safe
Chances are you spend a lot of time in your car. Here’s something that might help you appreciate your home-away-from-home a little more. Source: Repertoire, July 2018, page 62. Link. Animal related insurance claims, the importance of tire pressure, professional automotive negotiators and more advances in travel technology. … [Read more...]
The blunt truth about sharps safety
People are still getting stuck with sharps in spite years of safety standards. Part of that is due to shortcomings in safety technology. But, human factors remain part of the issue. Amber Hogan Mitchell, DrPH, MPH, CPH, president and executive director of the International Safety Center, visited with Repertoire about the issues for medical professionals. Things are getting … [Read more...]
Triclosan hand soaps are banned in healthcare
In December 2017, the Food and Drug Administration (FDA) issued a final rule on the safety and efficacy of certain active ingredients used in antiseptic hand soaps in human healthcare. The biggest impact to healthcare facilities is that triclosan, the most commonly used soap active, is no longer permitted as an active ingredient. As a result, triclosan-based hand soaps can no … [Read more...]
Software and gadgets enhance work and play
Technology plays a tremendous role in how animal health pros manage their days at work and home. This article reviews technology advancements that include drone security, video doorbells and key finders. It is followed by good automotive-related news and hacks. Source: Repertoire, February 2017. Pages 50-53. … [Read more...]
Healthful eating updated
Staying abreast of nutritional guidelines is challenging. The U.S. Department of Agriculture updates dietary guidelines for Americans every five years. Women’s needs vary from men’s and age plays a role, too. Source: Repertoire, August 2016. Four main areas receive focus in this article referencing Harvard Medical Publications: Vary food choices Rethink fats Curb … [Read more...]
Sponsored Content – Procedure lighting quality critical
Lighting technology has evolved immensely in the past decade. There are new terms to understand and more options to consider. Lighting needs vary by practice, location and procedure. Source: Repertoire, August 2016. Consider this checklist before you invest in new or upgraded clinic lighting: Intensity Color Heat generation Shadow reduction Positioning … [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...]
Vitamin D is good for all
Vitamin D is good for all of us, according to this article. Changes in the daily dose guidelines will interest all animal health professionals. Source: Repertoire Magazine, April 2016. Vitamin D is not only known for its ability to help maintain healthy bones and teeth. Research has suggested it also: Supports the health of the immune system, brain and nervous … [Read more...]
Editorial – The annual physical questioned
We are fortunate in animal health in that we don’t deal with third-party pay and actuarial oversight of preventative care, yet. Annual physicals are the most common reason that U.S. residents see a doctor. Apparently, not all agree with their necessity or value. This information about human care decisions may signal a cloud of opportunity for our markets. Conversely, it may … [Read more...]