How to offer a great experience - Part 2
Finally, some tips to improve your follow-up strategy.
Philippe Baralon
DVM, MBA
Dr Baralon ukończył École Nationale Vétérinaire w Tuluzie we Francji w 1984 r., A następnie studiował ekonomię (magister ekonomii, Tuluza, 1985) i zarządzanie przedsiębiorstwem (MBA, HEC-Paris 1990). W 1990 roku założył własną grupę konsultingową Phylum i do dziś pozostaje jednym z jej partnerów, działając głównie jako konsultant zarządzający praktykami weterynaryjnymi w 26 krajach na całym świecie. Jego główne obszary specjalizacji to strategia, marketing i finanse. Zajmuje się także szkoleniem lekarzy weterynarii i personelu pomocniczego w zakresie zarządzania praktyką poprzez wykłady i warsztaty, a także benchmarking ekonomii weterynarii w różnych częściach świata. Płodny autor, jest autorem ponad 50 artykułów z zakresu praktyki weterynaryjnej.
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Strategy and tools
This chapter will give you practical tips (what to do, what not to do, main pitfalls, etc.) on blogs, websites and social media and how to encourage clients to leave positive reviews on the web.
How to offer a great experience - Part 1
Based on studies on a human hospital, this chapter will outline the different steps in the pet owner journey in your practice, including the consultation that should be a “golden moment” for your client.
How to attract clients to your clinic
Internet has changed the “pet owner journey”: before telephoning a vet to ask questions or actually taking an appointment, the client will search the Internet (sometimes just to find a telephone number) and will have first information about your practice through it.
The importance of the pet owner experience
Vet practitioners are often not aware of their environment. They never stay in the waiting room of their practice for long. They sometimes even enter the practice through a different door than the one used by their clients.
Understanding the business (Part 2)
Most veterinarians are not comfortable when discussing fees, or when asked to "sell" something, but this is normal! This chapter offers a method which will allow you to prescribe or recommend products and services effectively.
Patrząc w przyszłość
Nigdy nie jest za wcześnie, aby pomyśleć o przyszłości. Wielu lekarzy weterynarii wybiera tę pracę głównie z miłości do zwierząt.
Understanding the business (Part 1)
Understanding the various factors involved that contribute to the income and expenditure of a veterinary clinic is key for long-term success.
Being a good vet (Part 1)
“If your only tool is a hammer, all problems resemble a nail”. This section will stress the different factors required to make you a “good clinician” and gain confidence in your medical decisions.
Being a good vet (Part 2)
This part will cover the art of communication, especially when dealing with pet owners, because nothing is more frustrating than a lack of compliance when treating an animal.
Becoming a good colleague (Part 2)
Once you've accepted a post at a practice, you'll need to learn how to manage people. You'll also need to take care of yourself to avoid burn-out. This chapter tells you how.
Becoming a good colleague (Part 1)
Even the most skilful surgeon or physician needs a good team to succeed, and as a recent graduate you will certainly want others to help and support you.