Professionalism & Workplace Etiquette

1. Professionalism & Workplace Etiquette Heather Arnold University of Illinois VBMA April 13, 2007

2. Why Me? Background & History • 1st Job – 1991 • College, Pre-Vet Med • Grown-up world • From 1998-present

3. 1991 – WOW I’m Old • High school job – receptionist extraordinaire • College and summers • Time to go into the “real world”

4. 1998-PresentDoing It All & Loving It • Technician work • 2 Dr. $2 million practice • 4.5 Dr. Young Practice • 8 Dr. 30 year old practice

5. Why Veterinary Medicine? • History, being part of “the change” • “I love animals” and other annoying phrases in vet med  • Advocate for the patient that can’t speak • Always learning something new

6. My “Family”

7. Who Cares… • Best and most valuable lesson I can give you… • THIS IS HOW YOUR HOME WILL END UP! 

8. Interview Resume Wardrobe Selection Have some questions Current topics in Vet Med Dollars and Cents That First Job

9. Salary, Scheduling, & Benefits • Salary – straight pay vs. production • Do you take emergencies, on call schedules, holidays • How do they make sure you get clients? • Medical insurance, liability insurance, disability insurance, membership dues, continuing education allowance, vacation time, uniforms, 401k/Simple IRA, bonuses

10. That First Job-Day One • Starting good habits – arrive early, ask if anyone needs help, introduce yourself to everyone • Clothes that work • What will they call you? • Protocols?

11. Be Friendly Saying Good Morning – to EVERYONE Being helpful to other associates and technicians Treat co-workers with respect Treat the receptionists well – they can make or break your schedule Treat the technicians and assistants well – they can make your life a lot easier or VERY difficult Do it without being a suck-up Friendly vs. Being Friends

12. Friendly vs. Being Friends • Inter-office dating – there are no do’s and don’ts, only don’ts • Drinking with the techs one night and telling them what to do the next day doesn’t mix • Being friends is difficult at work. Best advice I can give you is to keep your work life and social life separate. • With clients - You need to walk the fine line where they trust you and that you care about their pets, but don’t cross the line.

13. Mature Beyond Your Years • Many of you may be only 26 years old when you first enter practice • Being new/young – benefits and obstacles • NOT acting your age • Confidence – fake it ‘til you make it

14. Professionalism • professional character, spirit, or methods. • the standing, practice, or methods of a professional, as distinguished from an amateur. • From Dictionary.com

15. What does any of that mean? • To your co-workers • You treat each person with respect • You handle your clients and patients ethically and compassionately • You use appropriate language at work • You take each thing you do in a day seriously • You look like a professional

16. DO-Ladies Appropriate necklines, hemlines Clean and pressed – ALWAYS Name badge or embroidery White Lab Coat Shoes that work, but don’t look like they have been in a barn Separate shoes and scrubs to be worn only in surgery Trimmed, neat nails Non-interfering jewelry Picture of a Professional

17. Picture of a Professional • DO-Gentlemen • Clean and pressed – ALWAYS • Name badge or embroidery • Collared shirt – to tie or not to tie • White Lab Coat • Shoes that work, but don’t look like they have been in a barn • Separate shoes and scrubs to be worn only in surgery • Trimmed, clean nails

18. Honestly…Why? • The number one complaint of veterinarians is that they can’t charge enough or don’t earn enough • How would you react to a bill for $400? • It is easier to see the worth when the veterinarian is well dressed, professional, and compassionate than if he/she is wrinkled or disheveled or wearing jeans and dirty boots. • If you want to charge for premium medicine, you better look the part.

19. Professional Language • No client is impressed with big words, if they don’t know what they mean. • Be thorough and simple, careful not to talk down to your clients. Your first client of the day could have a PhD in nuclear medicine and the next could work in a factory. You don’t know – so learn to speak to the general audience.

20. I can’t I don’t know Poop Shot Estimate Vet Tech Maybe Explain, explain, explain…”I cant” closes the doors of communication Let’s find out Fecal sample, feces Vaccination Treatment Plan Veterinarian Technician or Assistant Here is what I would recommend… What NOT To Say

21. Be Valuable to the Practice • Client compliance • Client retention • Up-to-date medicine • High Average Transaction • Refer, refer, refer – both directions • BE THERE

22. Questions? Thank you University of Illinois College of Veterinary Medicine VBMA Brian Stewart & Caitlin DeWilde

23. Heather Arnold Heathera2001@aol.com Cell (630) 229-3340 Work (630) 584-7404 St. Charles Veterinary Clinic 530 Dunham Road St. Charles, IL 60174