• DVM360_Conference_Charlotte,NC_banner
  • ACVCACVC
  • DVM 360
  • Fetch DVM 360Fetch DVM 360
DVM 360
dvm360 | Veterinary News, Veterinarian Insights, Medicine, Pet Care
dvm360 | Veterinary News, Veterinarian Insights, Medicine, Pet Care
By Role
AssociatesOwnersPractice ManagerStudentsTechnicians
Subscriptions
dvm360 Newsletterdvm360 Magazine
News
All News
Association
Breaking News
Conference Coverage
Education
Equine
FDA
Law & Ethics
Market Trends
Medical
Politics
Products
Recalls
Regulatory
Digital Media
dvm360 LIVE!™
Expert Interviews
The Vet Blast Podcast
Medical World News
Pet Connections
The Dilemma Live
Vet Perspectives™
Weekly Newscast
dvm360 Insights™
Publications
All Publications
dvm360
Firstline
Supplements
Vetted
Clinical
All Clinical
Anesthesia
Animal Welfare
Behavior
Cardiology
CBD in Pets
Dentistry
Dermatology
Diabetes
Emergency & Critical Care
Endocrinology
Equine Medicine
Exotic Animal Medicine
Feline Medicine
Gastroenterology
Imaging
Infectious Diseases
Integrative Medicine
Nutrition
Oncology
Ophthalmology
Orthopedics
Pain Management
Parasitology
Pharmacy
Surgery
Toxicology
Urology & Nephrology
Virtual Care
Business
All Business
Business & Personal Finance
Hospital Design
Personnel Management
Practice Finances
Practice Operations
Wellbeing & Lifestyle
Continuing Education
Conferences
Conference Listing
Conference Proceedings
Resources
CBD in Pets
CE Requirements by State
Contests
Veterinary Heroes
Partners
Spotlight Series
Team Meeting in a Box
Toolkit
Top Recommended Veterinary Products
Vet to Vet
  • Contact Us
  • Fetch DVM360 Conference
  • Terms and Conditions
  • Privacy
  • Do Not Sell My Information
  • About Us

© 2023 MJH Life Sciences and dvm360 | Veterinary News, Veterinarian Insights, Medicine, Pet Care. All rights reserved.

Advertisement
By Role
  • Associates
  • Owners
  • Practice Manager
  • Students
  • Technicians
Subscriptions
  • dvm360 Newsletter
  • dvm360 Magazine
  • Contact Us
  • Fetch DVM360 Conference
  • Terms and Conditions
  • Privacy
  • Do Not Sell My Information
  • About Us
  • MJHLS Brand Logo

© 2023 MJH Life Sciences™ and dvm360 | Veterinary News, Veterinarian Insights, Medicine, Pet Care. All rights reserved.

Is your veterinary staff's unhappiness showing?

December 1, 2011
Bob Levoy

You might be surprised by the influence unhappy team members have on your veterinary clients. Make sure your staff is satisfied-your clients will notice the difference.

Spending 15 minutes in the reception area of a veterinary hospital tells me a lot about the practice. I watch the front desk personnel to see how they interact with clients and patients as they schedule appointments and handle collections. In some cases, veterinary team members exhibit high levels of energy, efficiency, and friendliness, and the veterinary clients seem uplifted by their positive attitudes. However, at other times, it's a totally different story.

On a recent visit to a busy hospital, a multitasking receptionist was attempting to do it all. She looked frazzled and unhappy—and so did the clients waiting their turn. However, I didn't blame her—I blamed the practice management. She simply had too much to do. Her attitude and job performance would probably improve if her manager assigned her fewer daily tasks.

Truth be known, many veterinarians focus more on profitability and practice growth than on employee satisfaction. In some cases, they cut back on staff. In others, they overlook job-related issues that reduce employee morale and motivation. One technician told me, "The doctor just doesn't understand. I'm overworked and unappreciated, but I don't complain. I need this job—but the sad thing is that my heart's not really in it."

Advertisement

Do you think her negativity comes across to clients? You bet. Will it cause them to defect to another practice? Probably not. It will, however, decrease their loyalty and even reduce referrals to the practice. In contrast, happy employees who love their jobs are far more inclined to delight clients by treating them with courtesy and warmth. Here are some action steps you can take to make sure your team members are happy:

> Solicit feedback. Want to know what your staff is thinking? Ask them. One veterinary practice distributed a survey titled "Dumb Rules and Policies" to learn which management edicts, if any, were turning team members off. (Want to know what got the most votes? Time clocks.)

> Don't skimp on payroll. If your staff has more work to do than time allows—and the pressure never lets up—it's just a matter of time until they experience burnout and quit.

If your veterinary staff members aren't happy, make an effort to fix the problem. You might just find that your practice grows as a result of the improved morale.

Veterinary Economics Editorial Advisory Board member Bob Levoy is the author of 222 Secrets of Hiring, Managing, and Retaining Great Employees in Healthcare Practices (Jones and Bartlett, 2007).

Related Content:

Personnel Management
Veterinary-owned management companies: Why not?
Veterinary-owned management companies: Why not?
How to be the practice of choice
How to be the practice of choice
Why difficult conversations are the most important ones to have
Why difficult conversations are the most important ones to have

Advertisement

Latest News

Kentucky Humane Society with Louisville Metro Animal Services to host mega adoption event

San Diego Zoo celebrates Andean bear cub twins

Spring’s pet toxins have sprung

IBPSA and Zoundz Music for Pets team up to reduce pet anxiety in pet care facilities

View More Latest News
Advertisement