This course gives you all the tools needed...

“This course gives you all the tools needed so that you can manage every part of your business. It gives you the ability to change things right away to prevent problems from continuing. A must for any practice.”

Jim Youngblood, Practice Manager
Spring Creek Animal Hospital; San Antonio, TX
Formulas For Business Success Course

I feel that this is a very important tool...

“I found this course to be one that I can use not just on the job, but in every day life. The skills or tools learned will help me be more patient with people, really listen and validate what they have to say, and also to deal with people when they are upset or mad. I feel that this is a very important tool to have to be successful in your business as well as in life. Thank you.”

Cindee Burns, AHT
Bow Valley Veterinary Clinic; Brooks, AB
Improving Business Through Communication Course

I should be able to create and keep a successful and viable practice

“This addendum further defines the tools I need as a practice owner to identify and utilize statistics in my practice. By developing a weekly battle plan and applying the proper condition formula, I should be able to create and keep a successful and viable practice.”

Sherri Youngblood, DVM
Spring Creek Animal Hospital; San Antonio, TX
Formulas For Business Success - Addendum

“I truly believe I have become a better communicator because of this course. There are certain aspects of a conversation I didn’t clearly understand.
There are definite bridges you come across day to day with different personalities in your practice. It is essential to give full consideration on both ending and beginning of all communication. This course definitely goes thru the cause and effect of every day interaction. I loved it.”

Regina Guzman, OM
Critter Creek Veterinary Hospital; Lincoln, CA
Improving Business through Communication Course

Practice Tip 22 – Shared Decision Model…

The Share Decision Model and Veterinary Medicine…

I ran across this buzz word, the “Shared Decision Model”, the other day while having a coffee and reading a USA Today article. I laughed! The article was in reference to the human medical profession that is now having to discuss and handle objections (whoa!) to expensive treatment options with their patients!

It quoted a man who brought his Addisonian wife into the ER with stomach pain and his request for only a cortisone injection and not the $1000 (his co-pay) MRI to rule out other abdominal ailments. He was met with contempt by the attending physician, who huffed off yet finally “compromised” to the husbands request and gave the injection.

It’s not that the MRI is in any way shape or form a bad recommendation. On the contrary - it’s good medicine and we offer similar services as veterinarians on a daily basis. The “out-point” or incorrectness is the physician’s attitude on having to “stoop down” and discuss the case and share the decision. As veterinarians, I am proud to say, we do this every day in private practice, right?

Now, how well we do this can make a big difference in the standard of our medicine, our euthanasia rate, and importantly, our Average Client Transaction (ACT) and profit of our practice. We call this shared decision model and the area that goes along with it Client Compliance.

Fact: Clients have the right to know what the costs of their pet’s care. We have the obligation to the pet to offer what is optimal care. Some times what we recommend can exceed their financial qualifications and we have to down-shift and create a new treatment plan. But many times, the client is qualified but just has some concerns or fears (objections) about our plan. This is where our client compliance communication skills come into play.

So before you start dropping your standards of care or giving away free medicine, empower your clients with these simple steps:

1. Present what you feel is the optimum treatment plan before you create the estimate…
2. Create the estimate that fits the clients understanding and wishes…
3. Walk through each line item on the estimate, handling concerns, comments, and objections as they come up.

TIP: Do NOT drop your interest level when the client voices their views!

Sounds simple? It is. Try it out and watch what happens.

Interested in more information?

Attend the “SECRET TO BUILDING CLIENT COMPLIANCE” Free Webinar

This course revealed some things about myself...

“This course revealed to me some things about myself. I am not afraid of people, even strangers. People are fun to watch and even more fun to interact with. I came to realize that I interact well with my staff members and the use of real life scenarios in my major practical at the end showed me this. Jody was a good sport in the role playing and helped me achieve my ends. I have very little fear and am particularly brave in the clinic surroundings.”

Nina Ferguson, Dir Admin
Kamloops Large Animal Veterinary Clinic; Kamloops, BC
Hiring & Handling Personnel

This is an awesome tool...

“This program has taught me how to look at people in a whole different way. I will be able to watch people and their actions and how it will change and change minute by minute. This is an awesome tool that I will use for the rest of my life. Thank you all so much.”

Charlie Robinson
God's Creatures Animal Clinic; Stuart, FL
How To Get Along With Others Course