Hi everyone,<\/p>\n
I enjoyed our meetings this week and thought they were very productive!\u00a0 Please return your stay interview sheets to me by Tuesday and I will follow up with you sometime later in the week to sometime the following week.<\/p>\n
We will be starting our Monday, Tuesday morning meetings this Monday.\u00a0 Please arrive 10 minutes before your shift so we can cover a few things.\u00a0 Please be sure to add\u00a0any topics to the meeting\u00a0if you have something you’d like to cover.<\/p>\n
Please strive every day to continue to provide our clients and our team a positive environment that feels calm, welcoming, caring and homey.\u00a0 The pets can sense their environment too!<\/p>\n
The top 2 reasons clients stay at a veterinary\u00a0clinic is trust and likeability!\u00a0 Please take the time to fully take ownership and engage yourself in every client\/patient interaction.<\/p>\n
Receptionists:\u00a0 Please be “greeters”!!\u00a0 Make sure to greet each client as they walk in the door.\u00a0 Replace “how can I help you” to “Hello, how are you?\u00a0 Good to see you again” or “Hello, it’s a pleasure to meet you, welcome to our hospital, how are you today?”\u00a0\u00a0 Help any client to their car and help any client who is struggling in to the hospital.<\/p>\n
We need more accuracy with the drawer in reception.\u00a0 Please slow down and double check yourself as you’re closing the transaction.\u00a0 Did you put the correct payment type in, did you collect the cash, check, credit card receipt?\u00a0 Make sure you balance at the end of the night!!\u00a0 Take the time o figure it out. If you don’t figure out why you didn’t balance, put the deposit in the safe and leave me a note so I can look into it asap.<\/p>\n
Triple check yourselves as you are entering charges.\u00a0 Please make sure the receptionist gets the chart every time they need to close a transaction!!!!\u00a0 We are missing a lot of charges!!<\/p>\n
Thoroughly explain to owners when you hand them a stool container that there is a $34 lab fee and they can either pay today or when they drop off.<\/p>\n
Lab work, services, medications need to be paid at the time of service!!!\u00a0 If you do not collect payment or if you missed a charge, please take ownership of it and contact the client and follow through with it.\u00a0 If you have any issues or need help or need to explain something please let me know and fill me in on the details.<\/p>\n
Technicians\/assistants: When you start an appointment, focus on the pet “Hi Fluffy, how are you my friend?” Get down and pet her and offer her treats while starting a 30-60 second conversation with the owner about anything other than the appointment.\u00a0 “I like your hair, where do you go?”\u00a0 “I know spring break is coming, do you have any travel plans?”\u00a0 “I like your shoes, where did you get them?”\u00a0 Then say “Well, I guess we ought to get down to business, how is Fluffy doing at home?\u00a0 Any concerns with anything?”\u00a0 I’ll let Dr. Rutsey know you and Fluffy are waiting to see her.\u00a0 She will be with you both shortly.”<\/p>\n
We will get temps either during the exam or before we draw blood, vaccinate, etc.\u00a0 If the temp is higher than 102.5, take a rectal and let the doctor know before you proceed with anything.<\/p>\n
Don’t say “We practice good medicine”\u00a0 instead say “We provide top notch veterinary care by attending CE, being AAHA accredited, we have LVT’s, and we are simply just bad ass….”JK<\/p>\n
When going over treatment plans at the end of the appointment make sure the owner can focus by either taking and calming their pet, offering treats, etc. and start with “We care about safety which is why we follow our anesthetic safety protocol such as placing an IV< surgical fluids, warm water blanket, monitors, LVT, thoroughly explain the protocol of the whole day: being her for 10 minutes in the morning to go over paper work, pet stays the day, discharges usually between 4-7, plan on being here about 10 minutes at pick up so we can go over home care instructions. Quickly explain the procedure…..the doctor will use laser surgery to declaw and will suture each toe., etc.<\/p>\n
We have to approach each client with a treatment plan that they are going to schedule that dental cleaning, surgery, lab test,\u00a0today.\u00a0 Say “Dr. Putt told me that Fluffy really needs a dental cleaning.\u00a0 We need to set that appointment up today for Fluffy.\u00a0 I’m sure she wants to get feeling better sooner than later”<\/p>\n
Receptionists: Start each closing transaction with “I see Fluffy needs a dental cleaning.\u00a0 I have Tuesday the 23rd or Thursday the 25th.\u00a0 Which is better for you?” Then close the transaction and take payment.<\/p>\n
Did I explain this all well?\u00a0lol\u00a0 Seriously, if you have any questions, concerns, let me know!<\/p>\n
I need people to volunteer to take time off March 27-April 3.<\/p>\n
3\/27\u00a02 volunteers to take\u00a0off<\/p>\n
3\/28 3 volunteers to take off<\/p>\n
3\/29 1 volunteer to take off<\/p>\n
3\/30 3 volunteers to take off<\/p>\n
4\/3 1 volunteer to take off<\/p>\n
Thanks!<\/p>\n
<\/p>\n","protected":false},"excerpt":{"rendered":"
Hi everyone, I enjoyed our meetings this week and thought they were very productive!\u00a0 Please return your stay interview sheets to me by Tuesday and I will follow up with you sometime later in the week to sometime the following … Continue reading