It's easy to overlook the problems that come with making clients wait. We think, "Hey, it comes with the territory." We make excuses. And we hedge our bets, knowing most clients only grow dissatisfied when they wait more than 30 minutes. But that approach won't wow clients. In fact, even a short wait may leave clients disgruntled. So it's an issue you should aim to manage.
"We all want our staff members to work together as a team, but it's hard to ask this of your staff unless they know the steps to take," says Julia Culbreth, the practice manager at Jefferson Animal Hospital in Louisville, Ky.
Data shows that if your clients arrive during a busy time, their average wait for check-in and check-out can hit 21 to 29 minutes during a 42- to 49-minute visit. That's almost half their time at the practice.
At our practice, we have an inventory team that handles ordering and tracking of drugs, lab supplies, food, and so on. But we still struggle with inventory accuracy. Would establishing an incentive program for the inventory team help?
Of course, you use keys and locks to keep valuables secure, but you lose some of the benefits if you don't control the keys. Think about these questions to decide whether you need to tighten up security: