Today's Veterinary Business

FEB 2019

Today’s Veterinary Business provides information and resources designed to help veterinarians and office management improve the financial performance of their practices, allowing them to increase the level of patient care and client service.

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place. Mention the discussions that happened earlier and the goal set- ting that was done. What you say could be as simple as: "We want to move on to the next portion of our staff meeting. I want to welcome Tom Lempster with ABC Pharma- ceuticals. Many of you know Tom and realize how much help he has been in the past. We have had a couple of meetings with Tom and have created some educational and compliance goals for the year. Please help me in welcoming and thanking him for his support." A statement coming from the practice owner or a senior leader will go a long way in setting the tone for the next 30 to 60 minutes and set- ting the stage for the rest of the year. Ready, Set, Go Once the lunch and learn con- cludes, make sure the products and services are ready to go. The merchandise needs to be in the clinic, the prices and codes in the computer, and the rebates and educational tools easily accessible. Staff members are going to leave the meeting feeling inspired and eager to share their newfound knowledge in the exam rooms. Nothing kills morale or compliance more than not having everything ready to go. Once frustration sets in among the doctors and staff, flipping the switch is hard when everything is late. I recommend concluding the training with a five- to 10-ques- tion quiz designed to ensure that everyone is on the same page with the information provided. Ask your pharmaceutical representative to create questions for you, perhaps in regard to the product's func- tions and benefits, the cost to the client, the dosages, the precautions and where it will be stored in the Selling Points columnist Brian Conrad is practice manager at Meadow Hills Veterinary Centers in Kennewick, Washington, and immediate past presi- dent of the Veterinary Hospital Managers Association. hospital. Once your team is focused and unified, client compliance will come much easier — one voice, one message. Time for a Refresher The training isn't over at the conclusion of the lunch and learn. Make time in the coming weeks and months for the territory rep to work with small groups — one on two or one on three — to re-em- phasize the message. This could be done in an office, exam room or consultation room. Practices often provide the knowledge and learning but don't follow up with the staff and doc- tors. We then wonder why we saw a spike in client compliance and then a slow decline the rest of the year. As the clinic owner or a lead- er, you need to participate in the follow-ups. It's so easy to say you don't have time or are too busy or already know it all. If you want better results, you need to change your pattern of excuses. Sales teams ride a wave of excitement and optimism as they return from company-wide meet- ings. Make sure you welcome their knowledge, expertise and insight. The opportunity is waiting to be taken advantage of. The clients you serve each day count on you to be an advocate for their pets. You're the expert who knows what options are available to lengthen a pet's life and improve the animal's wellness and happiness. As the clinic owner or a leader, you need to participate in the follow-ups. It's so easy to say you don't have time or are too busy or already know it all. If you want better results, you need to change your pattern of excuses. INTENSIVE HANDS-ON LEARNING REGISTER NOW AT NAVC.com/Institute May 19-24, 2019 • Orlando, Florida THE BEST-KEPT SECRET IN VETERINARY MEDICINE NAVC Institute 2019 Courses: ABVP Examination Review (SOLD OUT) Advanced Behavior Cardiology • Dentistry Orthopedic Surgery Soft Tissue Surgery Small Animal Abdominal Ultrasound (LIMITED AVAILABILITY)

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