Client Services

As I celebrate my 42nd birthday this week, I am forced to acknowledge that my first years out in practice were nearly two decades ago, and new team members at…

“Hire for attitude, train for skill,” is a philosophy of many customer-focused organizations, such as Southwest Airlines and Doubletree Hotels. However, too many organizations don’t provide the structure or effective…

We all know it…the sinking feeling we get when we see the alert, a single star and a nasty diatribe about how awful you are. Rejection leads your brain through…

Let’s face it.  Nobody goes into veterinary practice to become a great marketer. Very few even think about how to market what they do, or realize how much their success…

Some veterinarians and practice managers mistakenly believe that if clients aren’t complaining, they must be happy. Although every practice has its chronic complainers, most unhappy clients never communicate their concerns or tell…