“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.  

Mobile transactions are becoming vital to the success of businesses across the globe. We've out together an eBook that highlights the benefits of utilizing mobile transactions and easy ways to implement it in your practice.

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.

You're now up and running and ready to start using your new marketing technology platform, but simply using it isn’t going to change things overnight. The truth is, you’re asking for help from a marketing technology platform that requires more than just choosing a partner and turning it “on”. You must also change the behavior of your staff and your clients. We’ve put together some tips on how you can do that.

When it comes to marketing, promotions are a key go-to for any business. Companies like Groupon and LivingSocial structure their entire business on the search for the perfect deal. While promotions can be largely successful for clothing stores and restaurants, that’s not always the case when it comes to veterinary practices. However, when done correctly, discounts and loyalty programs can provide a handful of benefits to your practice.