Revisiting Customer Service

    Recently every manager group that I am involved with has discussed difficult clients. The challenges of Covid-19 quarantines, election-year drama, and social disruption have all exacerbated the public’s anxiety level. In normal times practices will have a few difficult people but now they seem to be coming out of the woodwork on a daily basis. For many years I have trained customer service and communication skills. I have always believed with better communication there are fewer negative customer situations and less need for conflict resolution.  As irritated and short-fused as our clients seem to be, I think we
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What’s Next?

    I think we all can agree that 2020 has been the year from hell. We will not regret saying goodbye! Even though it has been rough we have learned some lessons that will help us be better moving forward. One of my favorite Winnie the Pooh quotes is, “You’re braver than you believe, stronger than you seem, and smarter than you know.”  This year forced us to manifest this quote as we maneuvered our way through crisis after crisis and change on top of change. But manage and change we did! Practices created curbside care. They stepped up the technology
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Why Do We Hate to Talk About Money?

    My husband was in sales for 50 years so I was fortunate that his training and attitude towards “asking for business” rubbed off on me.  He laughingly said, “it is easier to ask for it than work for it.” meaning that you are going to have to work much harder if you don’t learn to ask your worth and value yourself. The money discussion applies in more than a few places in veterinary medicine.  The first and most obvious is when we share estimates with clients. Over my career, I was the “fortunate” one who got to do this
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