How to hire, train receptionists better
Brian Conrad, CVPM
Brian Conrad, CVPM, has been the practice manager for Meadow Hills Veterinary Center in Kennewick, Wash., since 1999. During his tenure at Meadow Hills, the clinic has been named Veterinary Economics Hospital of the Year in 2001 and the 2004 Mid-Columbia Small Business of the Year. Conrad is a frequent lecturer for the Fetch dvm360 conferences and a contributor to Veterinary Economics and Firstline magazines. He was recently appointed to the board of directors for the Veterinary Hospital Management Association.
Essential advice on installing this key team member from a CVPM who's done it wrong and done it right.
A receptionist is much more than a warm body at the front desk-this staff member is often the prime interface between your clinic and the public. Whether they're greeting clients as they enter the practice, helping callers on the phone, or representing your business on social media channels, the receptionist functions as a living calling card. This is why Fetch dvm360 conference speaker Brian Conrad, CVMP, says not to screw up the hiring process by holding out for someone with previous veterinary field work on their resume.
"Over the years my attitude's completely changed. Now I'm looking for experience in customer-service-oriented businesses," he says.
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Conrad points out that anyone can be trained on practice-specific details like software and vaccine protocols, but knowing how to treat customers is far less tangible and teachable. Watch the video to hear more.