In Part 3 of Ron Baker’s experience at the Disney Institute, he shares the important lessons he learned.
PROBLEMS & COMPLAINTS
Problems will happen. Customers will complain. It’s how you deal with these problems and complaints that will determine the outcome of the customers experience.
Every complaint is a gift even if you don’t want to hear it. Remember we are in the people business, yet most veterinary practices are designed around what we want as veterinarians. For most clients the only experience of your practice is the reception, waiting room and the consultation room. They don’t see the kennels, the surgery, the lab, recovery + more. Their perception will be based on their interaction with you, your colleagues & support staff plus the way your clinic looks & is designed.
What we may not even consider an issue may be a big problem for a client. If their interaction with your practice becomes a hassle or unpleasant experience, they won’t come back.
What you need to realise is that only a few people will complain. Most will just go elsewhere. So if you think to yourself ‘we haven’t had any complaints so it mustn’t be an issue’ think again.
TRAINING OR LACK OF
There is a car that I see in my area that has ‘Train them, don’t blame them’ on the sides.
It sums it up!
Yes, there is the fear for most practices that they will invest so much time, effort and money into training staff who then leave. It does happen. Most new graduates leave after a few years so it can be a revolving door of training and replacing. This can be exhausting & demoralising for practice owners.
I think there are 2 aspects to this:
- What if you don’t train them and they stay? How much more frustrating would that be.
- You want to feel secure in the knowledge that when you hire more experienced graduates they had adequate training from their previous practices so they can hit the ground running.
We must invest in our staff. With practice owners learning new practice management techniques, employees must be trained for successful implementation and integration.
It is acceptable to do CPD in building veterinary skills. Practices need to focus in the future on training of clinical support skills.
CULTURE
What type of culture do you like to work in? This is something that is harder to assess at an interview. I have learned to trust my instincts. First impressions are usually correct. Are they welcoming or brusque, friendly or rushed? Is it competitive? Does everyone look happy or harassed?
If you like to work hard, get the work done quickly & play hard, you may find it challenging to work in a practice where everyone takes their time & is chatty. The reverse is also true. Do you like rules or find them restrictive? When you discover your personality traits and behaviour style, it can explain previous or current frustrations in practice in interacting with others.
We are in the people business. This can be challenging for new graduates to appreciate & understand. I didn’t really get it when I graduated. I found clients very frustrating initially. Experience, maturity and especially my coach training allowed me to recognise why I was frustrated previously and how to change that.
We may be treating animals but until they come with their own bank account, we have to communicate, connect and build relationships with their owners.
All clients want is for us to show that we care & we understand what they are going through.
Natasha
To read the previous articles
Part 1: How to apply the lessons to veterinary practice
Part 2: The 3 components of customer service
