Communication

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What is the best way to console a grieving client over the loss of his pet?

The following is excerpted from  101 Veterinary Technician Questions Answered, by  Katherine Dobbs, RVT, CVPM, PHR.  More information on this product can be viewed  here.There may be no best way to console a client, because every pet owner grieves his pet in a different way. There are five recognized stages of grieving: denial, anger, bargaining, depression or grief, and acceptance or resolution. You will encounter clients who are working through any or many of...

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How do I achieve excellent customer service at my front desk?

The following is excerpted  from  101 Veterinary Practice Management Questions Answered, by  Amanda L. Donnelly, DVM, MBA.  More information on this product can be viewed  here. Achieving excellent client service at the reception desk starts by hiring the right staff. Recruit and hire employees who enjoy interacting with people and helping clients—even when it is stressful. Look for client service representatives (CSRs) who have...

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How do I improve communication between the technicians and receptionists?

The following is excerpted  from  101 Veterinary Practice Management Questions Answered, by  Amanda L. Donnelly, DVM, MBA.  More information on this product can be viewed  here. Breakdowns in communication or outright conflict between technicians and receptionists can be a challenge, especially as the practice grows. In large part, this can occur because these two staff groups have different job duties and priorities. To address this problem, strive to open...

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Changing Focus: Client Communication

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Commit to Care Certificate Program

Welcome to the VetFolio Commit to Care Certificate Program. When you have completed this five-course series, you will have obtained the information needed to:Help your entire veterinary team elevate nutrition as a core competence in your practice;Make specific nutritional recommendations for clients;Communicate effectively with clients and overcome some of the more challenging communication barriers;Confidently discuss which food you recommend; andUse social media tools in your practice to...

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Employee Development Made Easier

Employee development is a broad subject.  However, generally, its content falls into two camps.  The “soft” development of an employee is related to client and staff interactions, professional growth, and a host of other relationship-type skills.  The other part of the employee development equation includes “hard” systems and training, such as technical training, performance appraisal systems, and practice procedures that support employees and enable them to thrive.  Where...

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The 3 Cs of Cat Care

Of the estimated 85.8 million cats in United States households, many of them have either never seen a veterinarian or rarely see a veterinarian, due to the owner’s perception of medical needs, the difficulties of transporting and examining their pet, or personal financial concerns. These can be huge obstacles for a veterinary practice to overcome. How can your practice connect with cats in your community? How can you encourage feline veterinary visits? Just follow the simple 3 C’s to improve...

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Free Web Conference • Getting the Pet Owners to Say "Yes" - It Should be so Easy, Right? • (Access May 8 - 21)

Getting clients to say “yes” to all of the healthcare recommendations made by the practice team is an ongoing challenge. This Web conference discusses the process pet owners go through in making a decision about the care to provide for their pets and actions practices can take to improve communication and client acceptance of recommendations.Register Now! Already Registered? Click Here to Take the Course!About the PresenterDr. Felsted is a CPA as well as a veterinarian and has spent the last...

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Customized Customer Service

The challenge for every business, including veterinary practices, is to provide a client experience that each individual client perceives to be a positive one. While you may have a vision statement that directs your practice to provide “excellent customer service,” the challenge is to know how that can be implemented in each individual encounter.Download the PDF of Customized Customer Service

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Verbal and Nonverbal Communication During the OFFICE Call

Communication is typically divided into two main components: verbal and nonverbal. Simply stated, verbal communication is all about what is said out loud and focuses on the what and how of information that is shared, including not just the words but also the tone, warmth, and use of silence. Nonverbal communication consists of all the other stuff: body language, physical distance, gestures, facial expressions, and so on.Separating verbal and nonverbal communication is...

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