1 / 77

SURVIVOR - DVM

SURVIVOR - DVM. A Day in the Life of a New Grad. Cartoon by: M. Pye. SURVIVOR - DVM. Picking A Practice Managing Your Time and Anxiety Bonding to Clients and Staff Management Must-Knows Promotion, Education and Sales Difficult Clients BE HAPPY!. Thank you to our sponsors.

argus
Download Presentation

SURVIVOR - DVM

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript


  1. SURVIVOR - DVM Dr. Joanne M. Roesner, DVM DABVP

  2. A Day in the Life of a New Grad Survivor - DVM Cartoon by: M. Pye

  3. SURVIVOR - DVM • Picking A Practice • Managing Your Time and Anxiety • Bonding to Clients and Staff • Management Must-Knows • Promotion, Education and Sales • Difficult Clients • BE HAPPY! Survivor - DVM

  4. Thank you to our sponsors Survivor - DVM

  5. AAHAABVPGVMA, other state VMA’s Survivor - DVM

  6. Picking A Practice Dr. Joanne M. Roesner, DVM DABVP

  7. A well managed practice is NECESSARY to meet your financial, medical and ethical goals Survivor - DVM

  8. Picking a Practice • Make a list of your needs, wants and desires and evaluate each practice in light of this. Prioritize • All practices will have positives and negatives • Consider corporate culture and ethics in evaluating fit Survivor - DVM

  9. TIPS for Practice Selection • Call Specialists in the area and ask what clinics they like. • Plan on visiting hospitals you are interested in multiple times. Evaluate different days and shifts. • Consider utilizing a ‘secret’ shopper to gain insight (see Opperman Form) Survivor - DVM

  10. EVALUATE MEDICAL RECORDS • Type of cases • Standard of care • Technological capabilities • Charting expectations • EVALUATE APPOINTMENT BOOK • Fill Rate • Complexity of case load • Preferential scheduling • Efficiency of scheduling Survivor - DVM

  11. Cont. • Corporate culture new patient exam (10 minute vs. 40 minute) • Sanity of scheduling Survivor - DVM

  12. EVALUATE STAFF TO DVM RATIO (If not tracked then ‘eyeball’ them during a visit) • EVALUATE STAFF • Are they Trained? • Happy? • Do they go to CE? • What do individuals get excited about in their jobs? Look at Customer Service and Animal Care staff, NOT just the nurses. Survivor - DVM

  13. EVALUATE CLINIC MANAGEMENT TEAM • If possible, go to a staff meeting • How often do meetings occur? • What is management hierarchy? • Who manages DVM’s? Survivor - DVM

  14. EVALUATE DRUG BOX • Does it contain what you need? • Are drugs handled legally? (See my lecture ‘Death Institutions’ or ‘Recovery’ at ABVP Booth) Survivor - DVM

  15. EVALUATE TECHNOLOGY • What was the last piece of equipment purchased? • When was it purchased? • Compare practices based on existing not promised technology Survivor - DVM

  16. EVALUATE MARKETING • Ask about a marketing plan • What is done internally to ethically promote products by staff? • What is done to attract new clients? • What is done to retain old clients? • What are practices expectations of you for marketing? Survivor - DVM

  17. EVALUATE FEES and CHARGING POLICES • Are fees similar between to surrounding practices with same standard of care? • How do fees compare with income levels in the community • Is GAT 3.2 – 3.4 times exam fee? • How does a clinic discount (on invoice or just not charged for) Survivor - DVM

  18. Cont. • How often does the clinic discount fees? • Are associates allowed/expected to do discounted services? Survivor - DVM

  19. Ask about practice financials • confidentiality agreement • revenue of associates • GAT of associates • How do you know I can pay you • especially critical in percentage based compensation Survivor - DVM

  20. Managing Your Time and Anxiety Dr. Joanne M. Roesner, DVM DABVP

  21. Remember: • Basic human needs: to be heard, validated, in control of their pet, to feel important • Expectations - Set yourself up to exceed them • Poise • Detatch don’t personalize • Avoid power struggles • Manage time Survivor - DVM

  22. Time Management • 3x5 card with drug doses • 3x5 card with anesthesia protocols • Protocols for 10 worst fear cases • Your reference volumes in your office or trunk • Turn over exam rooms • Day case (know book stores, coffee shops in the area! Consider “observation” time) Survivor - DVM

  23. Cont. • Multiple problems - set recheck have client chart symptoms • POOPLOG Survivor - DVM

  24. Managing Poise • Stethoscope trick • PE in back • Preview appointment book the night before • Breed related problems in 1st puppy visit • Breath • Say I don’t know with confidence and a game plan to find out Survivor - DVM

  25. Cont. • Sit even if only for 30 seconds • Shake hands • Give estimates Survivor - DVM

  26. Exam Room Strategies • 3x5 history card • “Humor me” for info screeners or divergent talkers • Recap Hx and ask if accurate • Respectfully ask client not to edit (humor me, looking for multiple problems) • Pet back to owner ASAP Survivor - DVM

  27. Cont. • Exit startegies • Staff rescue if you are being held hostage • Pleasant diversions while waiting over estimate time Survivor - DVM

  28. TURN OVER EXAM ROOMS! Survivor - DVM

  29. Strategies for ‘day casing’ • Give clients handouts to read in the waiting room on the problem if they insist on waiting • Give them a kitten to play with • Give reasonable to long estimate on time and then exceed the clients expectations by returning pet sooner Survivor - DVM

  30. Misc. • Never give date ranges • Prepare client for staff call backs • Schedule compensated recheck when ever possible to go over labs (e.g. Bx results and suture removal at post surgical recheck appointment) Survivor - DVM

  31. Cont. • Leverage staff including customer service and kennel (introduce by first and last name) • Show clients abnormalities on PE. Give copies of lab work Survivor - DVM

  32. Bonding to Clients and Staff Dr. Joanne M. Roesner, DVM DABVP

  33. Bonding • Bonding to staff and clients is YOUR responsibility. It will not happen with out effort. • The benefits of bonding are many: compliance loyalty warm fuzzies referrals increased education and awareness Survivor - DVM

  34. Manage and EXCEED expectations • LISTEN • RESPECT • BUILD TRUST • BOND TO TEAM Survivor - DVM

  35. Staff hate new associates; rite of passage • Treat staff as human beings and valued team members • Listen • Introduce all staff (First AND last name) • Defer when assisting • Do not hover • Listen to ideas (Celebrate & Praise) (e.g. ham to CHF from dog ward attendant) Survivor - DVM

  36. BUY PIZZA – Remember Front Office and Kennel staff • Give time for adjustment and change (acceptance) • Pick your confrontations carefully Survivor - DVM

  37. NO INVISIBLE STAFF !! Survivor - DVM

  38. Client Bonding Dr. Joanne M. Roesner, DVM DABVP

  39. Greet and love the pet • Convey trustworthiness – eye contact, decent handshake • Bonded clients are more compliant • Express interest in their lives (Notes on Computer) • Convey concern for emotional as well as physical well being of pet and owner (PE in lap) • Include children Survivor - DVM

  40. Honor Client concerns and fears LISTEN, VERBALIZE • Honor questions • Notebooks • Fax backs • Give a forum • Leverage/intro staff member Survivor - DVM

  41. Removing Pet from Owner • Honor Fears – verbalize • Overestimate time (then EXCEED expectations!) • Assure client you will stop if pet is stressed • Assure client they are in control and you won’t do anything without permission • Have staff member check back with client • If their pet vocalizes, have staff member go back in and tell client (also if not their pet) Survivor - DVM

  42. WORK THE WAITING ROOM TO BOND WITH NEW CLIENTS Survivor - DVM

  43. Management Must Knows Dr. Joanne M. Roesner, DVM DABVP

  44. Don’t distain Management! Good Practice Management = stable human and financial resources Good Management Knowledge = better ability to evaluate potential practices and negotiate better packages Survivor - DVM

  45. Pre-Tax vs. Post Tax Income • Revenue Produced to justify salary expense • Bench marketing – WTA, AAHA, Vet Econ and others (See my lecture ‘Compensation and Employment’ at ABVP Booth!) Survivor - DVM

  46. Gross Revenue per Provider • Gross Average Transaction • What are they? • How are they used? • What do they mean to you as an associate? Survivor - DVM

  47. Staff Leveraging • How to make it palatable to clients and staff • Why it is important Survivor - DVM

  48. Misc. Client retention New client numbers DVM:STAFF ratio Accounts receivable Survivor - DVM

  49. Promotion, Education and Effective Sales Dr. Joanne M. Roesner, DVM DABVP

  50. “Selling” • Effectively convincing clients to purchase goods or services in the best interest of pets! • Education! • Not cheesy or about getting over on clients • Approach lifetime of pet, educate clients on what to expect, how to prevent or recognize Survivor - DVM

More Related