Wendy's articles

Search Wendy's Articles

10 tips to improve your staff's communication skills

When you communicate with confidence, more clients will accept the care that their pets need. Here are excerpts from my new book, “101 Communication Skills for Veterinary Teams: Speak with confidence over the phone and in exam room conversations.” Share these scripts with your team so you can be effective communicators.

Click Here


4 Easy Tips to Convert Phone Shoppers

When a phone shopper calls your clinic, does a confident employee answer the phone? If she hangs up without scheduling an exam, she could be costing your clinic $6,000 per month in lost opportunity. Here are four tips to convert phone shoppers into new clients.


Speak with confidence in client conversations

Employees’ ability to speak with confidence affects perception of value and client retention and recruitment. The client-service team is your practice’s most valuable business asset, so train employees to project confidence during every conversation. Here’s how.

Click Here


Creating the client experience for dentistry

Although your team recommends the best medical care for pets, sticker shock may prevent some clients from accepting dental treatments. The average dental case is $427, according to AAHA Veterinary Fee Reference, 8th edition. To get more clients to accept dentistry, we must communicate its value. Here’s how you can create a great experience for dentistry that makes clients smile.

Click Here


How to avoid sticker shock at your veterinary hospital

Have you ever slapped a client? You probably have and didn’t realize it. While shadowing an appointment during a consultation, I observed a receptionist at the front desk. She said, “That will be $302 today,” and slapped the client with sticker shock. “Wow! That’s as much as my car payment,” the client exclaimed. When asked about price, 34 percent of clients say veterinary care is higher than they expected, according to the Bayer Veterinary Care Usage Study. Every team member influences perception of value. Here are ways you can turn the smack of price into satisfied clients.

Click Here


Revitalize reminders and watch income rise

While you can’t predict when pets will become sick or injured, you can anticipate when they’ll need preventive care. Exams, diagnostics, vaccines, therapeutic diets, and parasite preventatives are renewable services that generate 38 percent of revenue. Reminders drive future visits. As a practice consultant, reminders are the top business growth strategy that I overhaul. Too many hospitals take the approach of “that’s the way we’ve always done it” and aren’t adapting reminder methods based on today’s trends. Here are proven strategies to revitalize your reminders and watch income soar.

Click Here


How to introduce a new product in your clinic

Although the flea/tick category saw 15 new entrants between 2011 and 2012, manufacturers know veterinarians’ recommendations drive consumer demand. Last winter was the fourth warmest winter on record and prolonged the need for flea and tick products. Before expanding pharmacy shelves, veterinarians need to evaluate whether a new drug meets the medical needs of their patients or fills a void, set pricing strategies, and create marketing plans.

Click Here


Selling the value of diagnostics

Since 2007, Ellie has taken NSAIDs to manage her arthritis following two knee surgeries. The 11-year-old black Labrador retriever gets a drug-monitoring test every six months. When Dr. Peter Brown of Chuckanut Valley Veterinary Clinic in Burlington, Wash., reviewed Ellie’s latest test results, he used IDEXX’s VetConnect® Plus to see trends over time. Ellie’s liver values had been steadily increasing and were now at the top of the normal range. Dr. Brown sat next to the client, showing her graphs of Ellie’s changing liver values on his iPad. He discussed adding a liver supplement and plans to recheck blood work next month. From his iPad, Dr. Brown shared lab results to the client’s online pet health page. “While she was still at our clinic, an alert on her phone indicated she had new lab results shared,” says Dr. Brown. “Now she can share results with the rest of the family at home.”

Click Here

A 2012 State of the Profession study found diagnostics make up 18% of practice income with growth to 20% anticipated in three years.  With persuasive conversations, technology tools and effective reminders, you can get more patients the preventive diagnostics they need. Here’s how.


Callback programs can generate $404,000 a year

At Main Street Veterinary Hospital in Flower Mound, Texas, every technician and client-service representative calls four clients per day with overdue patient reminders. Employees submit completed call sheets daily to a manager. Main Street Veterinary Hospital pays employees $5 for every overdue preventive care visit that gets completed. “Some staff earn $75 to $80 extra per paycheck, so it’s a big incentive,” says Practice Manager MaryBeth Soto, CVPM. If the hospital paid a $75 bonus, the employee would have booked 15 overdue preventive care exams. Based on industry norms that 60 percent of patients are dogs and 40 percent are cats, you’d have nine dog exams at $208 each and six cat exams at $186 each for a total of $2,988—a great return on a $75 investment. Try these two easy-to-implement callback programs.

Click Here


Tips for welcoming a new associate veterinarian

Successfully integrating a new graduate or associate veterinarian into your practice can be equally stressful for both practice owner and employee. Here’s some advice from a prominent consultant and a veterinary student who will soon be the new doctor.

Click Here


Veterinarian examining a dog

Get helpful scripts and practice tips, news about upcoming training, and where Wendy S. Myers is speaking near you. Subscribe to our free monthly e-newsletter to keep pace with the latest in practice management, compliance, and client service.

E-newsletterSign up to receive our E-newsletter