If you work in a veterinary practice or in the pet industry or in a business that supplies goods or services to the industry and you have something to say - why not become a 'Guest Blogger'?
For more information click here to read our: Guidelines for Guest Bloggers
One night I went to pick up a pizza. I have a pizza punch card—you know, so many punches, you get one free. This card had some spots for punching when you get a small pizza.
I ordered a large pizza, so I asked the girl to punch my card and she did; she punched two smalls. As this had never happened before, I asked, “Oh, is that what’s supposed to happen each time we get a large pizza?”
She replied, “No, I do it because it just doesn’t seem right to do it the way they want.”
Her own personal beliefs of what’s right and wrong are getting in the way, so she’s making up her own rules – she’s certainly not following the ‘This is the way we do it here’ philosophy.
Although you may think that this is just a ‘small thing’ (no pun intended), it shows a total disconnect between the vision and core values of this business. Was she poorly ‘inducted’ into that business or has she just become disconnected over time?
Don’t think for a minute that your team isn’t making up its own rules — tons of them — day in and day out.
You must fill the holes in your bucket. Practices that don’t check up on their team members are losing buckets of money and lost opportunities every day.
This all starts with making sure that you have got an Induction Process, which teaches the new employee ‘This is the way we do it here’, inculcates them into your practice’s culture and shares the Core Values.
Then, on a regular basis, this Culture and these Core Values need to be revisited. This ensures continual alignment with your practice’s ‘North Star’.
You need to put in place a ‘check and balances’ system. This involves secret shopping your practice with both physical secret shoppers (friends, colleagues, acquaintances) and on the phone.
We recently did this with a few of my inner circle clients and we were shocked!! We didn’t believe this could happen.
Have you ever called or audited your own office telephone calls; have you ever heard something like this?
• “I’m on lunch right now, can you call back?”
• “Truthfully, you can get the same __________ done at XYZ for a lot less.”
• “I think it’s very expensive, but if that’s what you want, go ahead.”
• “O.K., if you don’t want to make an appointment now, we’re not going anywhere. Just call us when you’re ready.”
Trust me – this can happen to you too…..
Some of your team members will just make up the rules as they go along (if you allow them to), and it’s not their fault. It’s your fault if you’re not providing them with ongoing support, training and recognition for doing the job the way you want it done.
And the fact is, unfortunately, many practice owners and managers are just too busy to provide the correct ongoing support, training and recognition. They are running the practice and after all, they have so many more important things to do!!
Or do they??
P.S. – don’t just read this – DO SOMETHING with it.
On graduation I purchased a Veterinary clinic in Maitland, NSW and sold it in July 2009. At the time of purchase, it was a run down one person clinic with about a 90% mixed and 10% small animal component. The business grew well, so that at one stage there were 4 branches and 8 Veterinarians. At the time of sale there were 5 Veterinarians, 16 support staff functioning out of a purpose built ‘A’ class Hospital with one branch. In 2004 the practice won the Pfizer/AVA Practice of Excellence Award as well as coming 3rd in the Fujitsu Customer Service Awards. At this stage (and even slightly before), I started co-presenting at trainings and workshops and in 2007 I started developing and hosting my own workshops. In July 2009 I sold my practice so as to be able to concentrate fully on my coaching, training, speaking and workshop business – and to be able to move to Exeter (NSW) to be with my partner. I missed clinical practice, so in May 2018 I purchased a veterinary practice with the aim of building it up by providing a highly customer service friendly veterinary practice alternative to the local community. In 12m...
Connect with Dr Diederik:
Father's Day is coming – celebrate with your veterinary clients Father's Day offers another fantastic opportunity to connect with your clients and wish them a Happy Father's Day – whether their children have 2 or 4 legs! Here are some images you can share with your...
