Often, veterinary team members get caught up in the busy moments of the practice. Receptionists check clients in and out, answer the phones and make appointments. Veterinary...
Have you been ghosted? Or catfished? As the title indicates, I am not talking about the dating scene – I am referring to our hiring processes! In case you aren’t familiar with...
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...