The veterinary receptionists did their jobs, but things were a little curt, a little unfriendly, a little negative. So this 2019 dvm360/VHMA Practice Manager of the Year finalist took herself (mostly) out of the equation when it came to meetings and let them come up with positive change themselves.
It's happened to all of us. The phone rings and an irate client wants to speak with you. What do you do? And what can you change in your veterinary practice to make sure it doesn't happen again?
Every practice has a unique voice and mission, so "one-plan-fits-all" doesnt work. Here are my overall tips for managing a wellness-plan that fits your practice, not someone elses vision for your practice.