Practice Management

Great customer service begins long before the client steps into your practice. Debbie Boone, CVPM, applies hospitality principles from vet med and beyond to train CSRs in how to deliver the best care to clients—including an appropriate level of knowledge to help triage common cases.

ICYMI: With a goal of 90% retention in the veterinary space, AAHA’s CEO shares some key insights on our recent retention whitepaper, “Stay, Please.”

Growing up with restaurateurs for parents, Debbie Boone, CVPM, learned firsthand how exceptional hospitality garners loyal clients and transforms the lives of employees—and she wants healthcare professionals to reap those benefits.

Working in a veterinary practice while pregnant poses some unique risks, including the dangers of radiation, anesthesia, infectious disease, chemicals, potential injuries, and stress. Luckily, there are safety precautions to reduce the risk.

Individuals are often blamed when mistakes and adverse events happen, but when there are risky vulnerabilities in equipment and processes, it’s the systems that need to change, not just the people.

When faced with another month of social media posts to write, artificial intelligence (AI) tools can be a springboard for ideas and a place to start—but the human review is crucial.

There are many ways to show clients some love, whether it’s Valentine’s Day or any time of year. AAHA-accredited practice owner Jenn Galvin has some thoughts on appreciating the person holding your patient’s leash.

Maintaining dental instruments is critical to performing proper dental procedures. Sharp scalers and curettes are much more effective at cleaning teeth than dull instruments. Brook A. Niemiec, DVM, DAVCD, DEVDC, talks about taking the best care of your dental hand instruments.

In Part 1 of this 2-part article, we’ll explore strategies for calming down annoyed clients whose stress levels are mild to moderate, and we’ll also discuss what can set people off in these situations. In Part 2, we will go over the more extreme cases of client anger, when stress levels are escalated and through the roof.

Veterinary professionals are well-suited to be experts in a variety of One Health concepts. Here are some resources and ideas for how to increase awareness among your clients about the interconnectedness of human, animal, and environmental health.