Karyn Gavzer, MBA, CVPM, is a veterinary business consultant and widely known writer and speaker. She says her job is to help practices "go and grow" with training, marketing and new ideas. Gavzer has decades of experience in the veterinary industry. She helped create public education campaigns to improve pet health care and encourage owners to take their pets to their veterinarians more often. Gavzer works with practices, associations and industry.
Q: I've heard that 60 percent of your veterinary practice's referrals should come from clients' word-of-mouth. How has the Internet changed that recommendation? Should we count online recommendations from our clients?
I love my career as a veterinary technician, but I'm no good at reinforcing my veterinarian's recommendations to clients. I feel like a salesperson, and I have no confidence in that role. How can I improve?