Increasing Your Veterinary Practice Referrals

Can I ask you a couple of questions about your client database? First – how many new clients did your practice register last month – and how did that figure compare with the number you need – first to replace those that have lapsed and second – to grow the database? The next question is how many of those new clients came to your practice as a direct result of a personal recommendation from one of your existing clients

Episode 115 of the Veterinary Business Video Show includes a clip in which Diederik Gelderman offers some advice

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What will be the most important conversation in your practice today?

Will it be between you and the bank manager, your accountant or your partners? Should it be the conversations between your employees and your clients or maybe the discussion that you should be having with your staff if their performance doesn’t match your expectations. Andy Roark, a vet and practice management consultant in the United States certainly thinks so.

Episode 115 of the Veterinary Business Video Showincludes a clip in which Andy explains what he has in mind.

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Achieving acceptance and compliance on a consistent basis

Joel Parker, a vet and business consultant from Canada, says that whether you’re in the consulting room presenting a medical care plan or on the phone fielding a call, there always has to be a degree of acceptance on the part of the client firstly, that there is a problem, secondly that you’ve got the solution – and thirdly that a cost is involved. Only when the client accepts that situation, are they likely to consider compliance with your recommendations

Episode 114 of the Veterinary Business Video Show includes a clip in which Joel suggests how you can go about achieving acceptance and compliance on a consistent basis

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Strategic Planning with the Balanced Scorecard

One of the problems about arbitrarily selecting appropriate KPI’s for your veterinary business is finding the right balance between measures linked to financial performance, marketing, HR management, operational procedures, professional service delivery or other performance indicators. The balanced scorecard is a management system used extensively in business to align all of these activities to the vision and strategy of the practice, improve internal and external communications, and monitor performance against strategic goals.

Episode 114 of the Veterinary Business Video Show
includes a clip in which Erica Olsen explains what it’s all about

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The Ailing Veterinary Profession

The recent 20:20 strategic analysis of the future of small animal practice here in the UK reported a number of significant changes in the industry influenced by the growth of the corporates and competition for the pet-owners pound from supermarkets, online pharmacies and elsewhere. There are plenty of other problems too and I highlighted some of them in my recent YouTube presentation – here’s the link if you haven’t seen it – http://tinyurl.com/nht2tg8

Many of these challenges aren’t unique to the UK and a recent article in the dvm360 online magazine refers to the Ailing Veterinary Profession – based on the results of a brand-new piece of research: the VPI-Veterinary Economics Financial Health Study. The industry in North America is setting out to tackle and solve the top obstacles facing the profession through the Leadership Challenge series of resources. Episode 113 of the Veterinary Business Video Show includes an animated clip which highlights some of the challenges facing practice their side of the pond

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How to Develop Key Performance Indicators

In the previous episode we heard from someone who was cautious about placing too much emphasis on the significance of KPIs in business management. Episode 112 of the Veterinary Business Video Show includes a clip in which Erica Olsen – a KPI enthusiast – suggests what metrics you need to monitor and how to use them for reporting and management purposes

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Do vets need videos on their practice websites?

Many of the emails you receive and the websites you visit incorporate video content or links to video material. Whatever you search for online, you can be pretty sure that video material will be there somewhere. So what does it all mean for you and your practice website?

It means you can’t wait any longer. People are wired for video and video is beginning to triumph over the written word. Episode 112 of the Veterinary Business Video Show includes a clip in which Dr Laurie Hess says it’s time for your website to get on board with videos that provide educational as well as promotional content.

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Not everything that counts can be counted – Albert Einstein

If you’ve had an opportunity to watch a few episodes of the Video Show, you’ve probably realised that I’m a firm believer that if you can’t measure it, you can’t manage it. There may be some performance issues which can’t easily be measured but the likelihood is that if there are any significant problems which impact on service to clients, professional standards, patient care, staff morale or financial performance; they will show up in the numbers somewhere. On the other hand Albert Einstein, a wiser man that I could ever be, is quoted as saying that “Not everything that counts can be counted, and not everything that can be counted counts”

Episode 111 of the Veterinary Business Video Show which includes a clip in which Ross Gittings, economics editor of the Sydney Herald, suggests that it’s easy to measure how many jobs you did, but much harder to measure whether you did them well

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Seven valuable customer service lessons from Virgin

One of the most important messages that came out of the recent strategic analysis of the future of small animal practice here in the UK, was that we can be confident about the future for independently owned practices if they are run as efficient and effective businesses with the emphasis on service.

Richard Branson of Virgin airline and other brands is often cited as a prime champion of the importance of customer service so take a look at Episode 111 of the Veterinary Business Video Show which includes a clip in which Carmine Gallo of Forbes.com, learned 7 valuable customer service lessons in a day with Richard Branson and the Virgin America team.

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