Practice Management News and Views from around the World – May 2011

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What’s happening in small animal practice in the UK

Selected data from the MAI consolidated report to January 2011



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How To Read Others’ Body Language In 3 Simple Steps

by Nick Morgan

Here are the three easy steps.

1. Decide what you want to know.

This step is critical, because it’s the way you get started tapping into your unconscious expertise. What is it that you want to understand about someone else’s body language? Is
she lying? Is she the real decision maker? Is he going to offer you the job? Is he a threat to your career? Formulate the question in a simple yes-or-no format, a choice
between 2 poles. Lying or not? In charge or not? And so on.

Figure this out before you go into the meeting, or the interview, or whatever the situation is, because you’re under too much pressure to pay attention and take part once
you’re actually in the moment. This little step — of thinking ahead, figuring out how the meeting will go, and deciding the question you want to answer — will pay huge
dividends in awareness as you get the hang of it over time.

2. Pose the question to your unconscious.

Once you’ve figured out what you want to know, then sit still for a moment and pose the question to your unconscious mind. Say something like, “In this interview, I want
to know is Jane going to offer me the job?” Focus your mind on that, and push out other concerns, nerves, and distractions.

3. As the meeting takes place, wait for your unconscious to let you know what the answer is.

At first, your unconscious will only whisper its information to you, and it will do that slowly. You’ll be uncertain about what it’s telling you. But as you practice it, the
answers will come faster and more clearly. People who say they have a strong “gut instinct” or “good intuition” are already listening to the messages that their unconscious
minds are sending them. The point is that anyone can learn to develop this sense, just like a muscle. It takes practice, and you must go through each of the three steps.

With time, you’ll develop this ability to pose questions to your unconscious mind and get the answers back more and more clearly and quickly. Until you have the
expertise, don’t bet on an inside straight.

You can click here to visit Nick Morgans website

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Earn at least twice as much with half the effort,risk and stress

VetFocus invites you to a free Finance and Marketing Weekend Seminar

They are to be held on Friday and Saturday 13th and 14th May 2011 and Friday and Saturday 20th and 21st May 2011 at the Alexandra House Hotel, Wroughton, Wiltshire

My free Finance and Marketing Weekend Seminar will ensure you benefit from knowledge in issues relating to effective practice marketing and financial management, including:

  • Key Financial Indicators: What to look for and what to do about it. What are the key financial indicators you need to monitor and how to control them
  • Controlling your inventory and staff costs: The two expense areas you can control that will have the most impact on your practice’s bottom line
  • Industry benchmarks: What are they and how to use them. How does your practice compare to other practices in your area?
  • Fee Analysis and Budgeting: How to determine your client fees fairly and accurately whilst setting a fee formula that will help you determine fees based upon your costs of doing
    business. Understanding the power of budgeting.
  • Analysing Vet production: Understanding how to motivate your vets and nursing staff to Price profitably, Invoice correctly and Do the work presented to them
  • Getting New Clients and getting the Best clients through Branding, Differentiation and Visibility
  • Increase visit Frequency – get existing clients to come back more often and do more business through incentives, continuity and loyalty schemes
  • Increase Client Value – get existing customers to spend more through effective pricing strategies, practicing good medicine, buying more of your products and services and
    staying with you longer
  • Quick, effective and profitable marketing using Preventative Healthcare, direct mail and web-sites to attract more customers and generate profit

The Seminar is totally free. The only fee you pay is just £147.00 plus VAT to cover your accommodation and food for the Friday and Saturday week-end. The price inludes
Friday night accommodation (the rooms are very nice), all lunches, three course dinner on Friday night, full breakfast on Saturday morning, free refreshments throughout and free use of the venue’s leisure facilities.

You can click here for further information

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Some findings from the recent Bayer study – New Insights in Practice Growth

by Karen E Felsted CPA MS DVM CVPM -CEO National Commission on Veterinary Economic Issues





If you own or manage a veterinary practice anywhere in the world — be sure to take a look at the results of this important study. It contains some important lessons for all of us and you will be glad that you did!

with acknowledgement to Bayer HealthCare LLC, Animal Health Division

You can click here to view the full report in .pdf format

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Vet Practice Growth Seminar

Vet Careline would like to invite Veterinary Business Briefing news readers to a one day seminar for vets that are interested in growing their practices to the next level
and beyond.

The seminar will cover key business planning issues to give you invaluable tips to help you avoid costly mistakes and get the results you want.

Hosted by well respected solicitor Andrew Lockhart-Mirams, who is a much sought after adviser to some of the industry’s leading practices, the seminar will be delivered by
hand picked professionals with a track record of successfully delivering results for veterinary practices.

The day will include sessions on partnership expansion, practice acquisition and mergers, as well as tried and tested successful marketing and customer services strategies to
build relationships and increase income and profit levels.

The line up of experts also includes the pre-eminent accountant RIz Atkar who is renowned for sharing invaluable tips to vets that help reduce tax liability as well as
helping you find the best and most cost efficient funding solutions to make your plans a reality.

On the people management side, the seminar offers a session on change management to help you gear up your leadership skills and better enlist support and motivate your
staff. No modern practice can maximise their profits or offer optimum customer services without a first class communications strategy, and we are pleased to be able to offer a
session with communications expert Linda Demetriou who has 20 years in the industry. We are also pleased to announce that vet Anne Lanevschi will deliver a session on how to
expand your range of expertise and clinical services to attract and retain more clients and expand your bottom line.

As well as practical advice and information, the sessions will include time for questions and answers to enable you to tap the experts for advice and information of key interest
to you in your practice.

The seminar will take place on Saturday 11 June 2011 at Hunton Park near Watford from 9 am — 5 pm. Cost £75 or £55 for subsequent delegates from the same practice.

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Small talk is Big Business

by Winston Marsh

When people do business with you one of the things that research tells us is that they like to be made to feel welcome. The best way to do that is to make sure that you greet them in a way that makes them feel good and then make small talk.

You do this because people hate to feel that they are being attacked by a salesperson as soon as they walk into a business. They like to buy rather than be sold and this happens if you can build rapport through “just getting to know each other”.

“Small talk” occurs when people are chatting in a friendly and relaxed way about things with which they are comfortable (preferably themselves).

The secret is to get them talking and for many of us this is a daunting task. After all you just have to look at people standing around at parties afraid to talk to strangers to make you realise how tough it can be. But, if you’ve got your ears, eyes and other senses tuned in, it’s amazing what you can learn from people in a few minutes and how relaxed and comfortable they become in talking to you.

One way to make it easy is to know the ‘W’ questions and use them to get people talking freely and happily. The poet Rudyard Kipling called those questions his serving men– who, when, where, what, why and how.

So when someone has come into your business and you’ve shaken their hand and greeted them with a warm “Welcome to Widgets, Brighton” before you get down to business you might relax them by saying “Whereabouts are you from?”

Listen to their answer carefully because this is where being able to use your eyes and ears will help you pick early clues as to what will make good small talk for them. For example, they might respond with, “Smithtown, but I had to drop the kids off at Jonesville.” Now there’s a clue– ask them about the kids. You might say, “So, how old are the kids?’ and it doesn’t need me to tell you that they are probably going to spend the next few minutes telling you all about their ankle biters.

To keep the conversation going all you need do is look and listen, nodding occasionally, and throwing in a “How come?” or a “When was that?” You can almost guarantee that, if you show interest in them, it will keep them talking and pretty soon they may be boring you to death because they are talking about their favourite subject, the most important person in the world, themselves.

Get people talking about themself and they are going to talk a heck of a lot because, in this busy world, people are so interested in themselves that they forget to be interested in others. When we remember to do so people just lap up the attention.

Now the trick is to move from the small talk to the purpose of their visit– buying your products or services.

So, when they pause to take a breath, you might say, with genuine interest and enthusiasm in your voice, “Gee, that’s interesting. Now I suppose we’d better work out how I can solve your problems for you. What did you have in mind?”

You’ll be amazed at how effortlessly you can make the transition from small talk to business talk. You’ll be even more amazed at how many of these conversations will result in you getting the business. You’ll convert a lot more enquiries into sales… simply because you build trust, respect and confidence through small talk.

Small talk… its big talk for your business.

You can click here to visit Winston Marsh’s website

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