Anyone can tell you what the basics of outstanding customer service are. A smiling face, positive attitude, friendly personality, and a helpful approach all contribute to a...
Three things well-managed practices typically have in common are organized teams, distinct team leaders with defined responsibilities, and Standard Operating Procedures (SOPs)....
Our industry has a problem. This became abundantly clear to me when I attended the VHMA Critical Issues Summit on Pricing in Chicago earlier this month. The summit began with a...
In a previous post, I shed some light on how to know if your practice needs a Wellness Plan. Say you’ve determined that your clients need one. What’s next? Developing a Wellness...
President Harry Truman once said: “Not all readers are leaders, but all leaders are readers.” This truism doesn’t just apply to presidents, Fortune 500 CEOs, and other...
If you’ve ever spent more than five minutes in a veterinary practice, you’ll know that the veterinary receptionist has one of the hardest jobs out there. I would rather spay 10...