I would love to hear everyone’s opinion on the secret to this success:) I will save my ideas for later. This will be top secret info for the forum dwellers…
I would love to hear everyone’s opinion on the secret to this success:) I will save my ideas for later. This will be top secret info for the forum dwellers…
Comments
I think, to show them that we
I think, to show them that we care for their pet (e.g. a follow up call after consultation or surgery), that we listen to their needs, offer the options available (even if that means refering). In this last one I have seen so many stories of unhappy clients because they did not get offer all the different options available.
Is such a great challenge to get to know your clients (talking about general practice) and realise that everyone is different in how they like to work with you.
I miss this from the general practice.
Now my clients are the veterinarians which is great too! (I get safe from those crazy lunatic pet owners that sometimes you get to find in a consult) hehehehe.
I think, to show them that we
I think, to show them that we care for their pet (e.g. a follow up call after consultation or surgery), that we listen to their needs, offer the options available (even if that means refering). In this last one I have seen so many stories of unhappy clients because they did not get offer all the different options available.
Is such a great challenge to get to know your clients (talking about general practice) and realise that everyone is different in how they like to work with you.
I miss this from the general practice.
Now my clients are the veterinarians which is great too! (I get safe from those crazy lunatic pet owners that sometimes you get to find in a consult) hehehehe.
Veronica, you may not have as
Veronica, you may not have as many veterinarian clients as you had pet owner clients but you have to know the vet clients 10x more as a mobile sonographer to the “work” is the same:)
great thoughts & thanks for adding to the thread.
Veronica, you may not have as
Veronica, you may not have as many veterinarian clients as you had pet owner clients but you have to know the vet clients 10x more as a mobile sonographer to the “work” is the same:)
great thoughts & thanks for adding to the thread.
Interesting question, Eric.
Interesting question, Eric. To me is very important to be very clear to your customer, explain your plan, your concerns, get feedback from them on what they think or want from you. This create a trustworthy relationship, and an open channel for communication.
It is important to be flexible and have more than one option to offer that adapts to people’s need, most of the times cost related.
It is true that we deal mostly with other vets, but more often than not, we are in charge of calling the owner to explain the ultrasound findings, and we need to satisfy both the client and the referring vet, so it is twice as hard!
Interesting question, Eric.
Interesting question, Eric. To me is very important to be very clear to your customer, explain your plan, your concerns, get feedback from them on what they think or want from you. This create a trustworthy relationship, and an open channel for communication.
It is important to be flexible and have more than one option to offer that adapts to people’s need, most of the times cost related.
It is true that we deal mostly with other vets, but more often than not, we are in charge of calling the owner to explain the ultrasound findings, and we need to satisfy both the client and the referring vet, so it is twice as hard!
Interesting. Well in my
Interesting. Well in my market we only tak to the referring vets and they talk to the owners. I maintain this policy and never ever have owners present because 1) we simply often find things that the GP was not expecting and the owner was not prepared for. Then a cup half empty owner blames the GP for not preparing for the bad news. 2) We can say something that doesn’t fit with what the GO has prepared them for and we potentially make our client look bad inadvertently.
for example a respiratory case where the GO thought he saw cardiomegaly and thought it was a cardiac case when its just a little right heart enlargement during a respiratory episode (asthma or bronchitis). Happens all the time and then the GP finds out its not cardiac and he looks bad because he prepared the client for cardiac. I can think of hundreds of scenarios to this regard. Whereas if i or my team just talks to the GP then they know their client and know how to approach him/her with a tangential change in direction smoothly then our client has the opportunity to continue the discussion instead of getting unexpectedly blindsided by the client playing cup half empty. Its a tough gig and line to walk here. I realize standards are standards but I have seen and worked in other scenarios and boy do i like what we have n NJ to this regard. Plus it allows us to get in get done and get out without the owner bogging us down. When you have a big caseload its essential.
Interesting. Well in my
Interesting. Well in my market we only tak to the referring vets and they talk to the owners. I maintain this policy and never ever have owners present because 1) we simply often find things that the GP was not expecting and the owner was not prepared for. Then a cup half empty owner blames the GP for not preparing for the bad news. 2) We can say something that doesn’t fit with what the GO has prepared them for and we potentially make our client look bad inadvertently.
for example a respiratory case where the GO thought he saw cardiomegaly and thought it was a cardiac case when its just a little right heart enlargement during a respiratory episode (asthma or bronchitis). Happens all the time and then the GP finds out its not cardiac and he looks bad because he prepared the client for cardiac. I can think of hundreds of scenarios to this regard. Whereas if i or my team just talks to the GP then they know their client and know how to approach him/her with a tangential change in direction smoothly then our client has the opportunity to continue the discussion instead of getting unexpectedly blindsided by the client playing cup half empty. Its a tough gig and line to walk here. I realize standards are standards but I have seen and worked in other scenarios and boy do i like what we have n NJ to this regard. Plus it allows us to get in get done and get out without the owner bogging us down. When you have a big caseload its essential.