Dr. X is running behind–again. But you don't want to interrupt him in front of the client. Here's an easy solution: Get him a pager. Shelly Hiemer, CVT, a technician at AMVET in Otsego, Minn., says her doctor chose to carry one so staff members could notify him when problems arise without interrupting. Then they developed a message system to indicate the degree of emergency. For example, if the team pages the doctor with number 33, he has 10 minutes to wrap up and get to the next client. Number 66 means he only has five minutes, and 99 means it's an emergency.
I frequently tout the goal of developing a womb-to-tomb relationship with our clients and their pets. At the core of our practice philosophy is the statement, "Focus on long-term relationships versus the short-term dollar."
If you're not careful, the hustle and bustle of the day could distract you from communicating your deep caring for clients' pets. To avoid this pitfall, Dr. Jason Palm, of Hiawassee Veterinary Clinic in Orlando, Fla., imagines that every pet he examines is his own.
It should be straightforward: You tell your clients what to do, and they do it. Aren't client relations supposed to work this way? After all, you're a doctor, you have command of the English language, and your clients love their cats and want to care for them. Unfortunately, compliance doesn't happen as frequently as we'd like, even with intelligent, committed clients. Reversing this trend means understanding—and eliminating—the reasons for client noncompliance.