In last week’s blog we brought up a question, “The solution isn’t better phone skills for your front desk team, it’s more that you should completely rethink the job of your client service representatives (CSRs). How can you help them handle 75% fewer phone calls every day?”
Recent Posts
3 ways to rethink the job of your client service representative and reduce their time spent on the phone
Posted by Mark Olcott, DVM on Mar 28, 2017 10:47:46 AM
Topics: Grow Your Veterinary Practice, For Practice Managers
Trying to improve telephone skills for your front desk team? Stop wasting your time.
Posted by Mark Olcott, DVM on Mar 21, 2017 9:29:42 AM
“If you don’t like change, you’re going to like irrelevance even less.”
-Gen. E. Shinseki, US Army (Ret.)
Trying to improve telephone skills at your veterinary practice? Stop wasting your time.
Sacrilege, I know. But hear me out. Unless you’re willing to completely change the way you compensate your client service representatives (CSRs), it is a fool’s errand to think they’ll be able to provide your clients with the kind of telephone service they demand. Zappos or Four Seasons level service. If that’s not difficult enough, remember that your clients probably don’t want to actually talk to you either.
Topics: Grow Your Veterinary Practice, For Practice Managers
I recently got back from NAVC and the experience was a bit overwhelming. Endless rows of vendors telling veterinarians all the latest and greatest things they should be doing to grow their practice. Apps. Texting. Telemedicine. Loyalty programs. The list goes on and on. This experience reminded me of watching a high school football team try and win by using fancy, complicated plays when they didn't have the basics down. Are we making the same mistake in veterinary medicine? Have we forgotten the fundamentals like blocking and tackling?
I've long believed that the problems with veterinary practice management software is what I call "Frankenstein syndrome": they keep patching on more and more features in an attempt to make the software better, but all they end up doing is confusing you. All this leads to a bad user experience, and is a main reason why I've never met anyone who loves the practice management software. Do you? Didn't think so.
Topics: Grow Your Veterinary Practice, For Practice Managers
3 Things Every Veterinarian Should Know About The Cloud
Posted by Mark Olcott, DVM on May 31, 2016 11:00:00 AM
The pace of technological change is truly breathtaking. Computers that were state of the art 5 years ago are now almost dinosaurs. Not because they don't work well or that they are low quality....it's just that technology and the internet is changing. That dusty server in your office may have been "state of the art" 10 years ago, but now it's dangerously outdated. Why dangerous? They’re much easier to hack and significantly more likely to crash. And when it comes to triggering widespread panic in a veterinary practice, an aggressive dog or a loose cat has nothing on a server that crashed!
Topics: Innovative Technology For Vets, For Practice Managers
Better Connected Veterinarians Are Better Veterinarians.
Posted by Mark Olcott, DVM on May 27, 2016 12:00:00 AM
As we created VitusVet, our goal was to improve the lives of animals, but to do that we realized that we needed to improve how veterinary clinics shared information. It sounds simple but it is actually very difficult because a lot of clinic's have a common problem: collecting and sharing information efficently, because too much time is being spent on the fax or phone.
I've talked about this problem in a few previous blogs, like Why We Don't Have Better Access To Our Pet Medical Records and 3 Things Every Veterinarian Should Know About The Cloud, but it hit home for us this weekend when we heard about this story:
Topics: Innovative Technology For Vets