Tips from Sheila Grosdidier, BS, RVT

  Don't call a client only when a pet goes home from the hospital. Call that client again on the day that any prescribed medication should be complete. This assures you that the client has given the medication correctly and that the pet has recovered. Let clients know that you will be calling to reinforce the value of your patient care. 

  All your team members should have business cards to encourage sharing your business information with potential clients. Business cards also help create individual connections to the practice.

  Send a picture via text or email that shows your client's pet is in recovery after surgery. The client will be so relieved, and you will look so good!

  Share the dollar amount it takes your clinic just to break even each day with team members. This helps everyone understand the cost of doing business.

  Give 5 (or more) compliments to team members each day. Tell them what they did, how it was perceived, and what a difference they are making, not just "good job." Setting a numerical goal will help you look for the good in others and opportunities to reinforce it. Don't just think it, say it!

 When bringing a new team member “on board,” tell them the practice’s story: What makes it special? How did it get to this point? Sharing what makes the practice unique will help new people know they are a part of something special.

 Don’t wait for “goodbye” to have a party—start with “welcome!” When a new employee starts, get some donuts, coffee, and juice and have the team stop by to meet the new hire. It takes so little to let someone know their presence is appreciated.