Management Resources

Digital Marketing Essentials

  • Social Media Tips
  • Feedback and Word of Mouth
  • Website Do's and Don'ts

Fine-Tune Practice Operations (1.0 CE Credit Available)

  • Changing the Perception of the Technicians' Role
  • Controlling Inventory Shrink
  • Dress Code and Appearance
  • Simplify Your Practice
  • Team Member Recruitment and Retention
  • The Exit Interview

Client Compliance and Retention

  • Bundling
  • Objection vs. Stall
  • Price vs. Value
  • Scheduling Recheck Appointments in the Exam Room
  • Service Recovery
  • Smart Devices

Leadership and Planning (0.5 CE Credit Available)

  • Strategic Planning
  • Achieving Goals
  • Time Management
  • Human Resources
  • Operational Efficiency

Hiring and Firing (0.5 CE Credit Available)

  • Placing Job Ads
  • Conducting Effective Job Interviews
  • References and Deciding Who to Hire
  • Disciplining Employees
  • Termination

Management Foundations: Managing People (1.0 CE Credit Available)

  • Correct Corrections
  • Dealing with Staff Disagreements
  • Mad at Work
  • Look, Listen, Decide and Act
  • Being a Good Delegator
  • The 5 R's of Delegation
  • Cross-Training
  • L.E.S.T. is More
  • Internal Public Relations
  • Learn to Earn
  • Random Acts of Validation
  • Workplace Romance

Management Foundations: Client Expectations

  • Exam Room Greetings
  • Expectations in the Exam Room
  • Dealing with Client Complaints
  • Good First Impressions
  • The Power of Good Manners
  • Creating an Impressive Experience
  • Client Retention
  • Giving Your Client Options
  • Educating Clients
  • Satisfy Your Clients Needs Now
  • Children in the Exam Room
  • Cleanliness in the Workplace
  • Properly Handling Mistakes
  • Say No with a Yes
  • Client Wait Time

How to Profit From Client Feedback

  • Introduction
  • Part 1: The Importance of Branding
  • Part 2: Are you Delivering Value to Your Clients
  • Part 3: It is Not What You Think, But What Your Clients Think
  • Part 4: Ways to Listen to Our Clients
  • Conclusion

Safety in the Veterinary Workplace

  • OSHA
  • Occupational Safety:Injury, MSDS and Fire Safety Plan
  • Safety in the Reception Area
  • Safety in the Exam Room
  • Safety in the Treatment Area
  • Safety in the Laboratory
  • Safety in the Kennel
  • Safety in the Surgery Suite
  • Keeping Storage Areas Safe
  • Safety in the Radiology Room
  • Using and Mixing Chemicals

HR Management Tools

  • Recruiting - HR Management Tools, Part 1
  • Interviewing - HR Management Tools, Part 2
  • Training - HR Management Tools, Part 3

Better Understanding the Veterinary Client

  • Better Understanding the Veterinary Client Part One
  • Better Understanding the Veterinary Client Part Two
  • Better Understanding the Veterinary Client Part Three

6 Steps to Exceptional Client Service

  • The First Step to Exceptional Client Service - Defining Client Service
  • The Second Step to Exceptional Client Service - Systems for Results
  • The Third Step to Exceptional Client Service - Doing Common Things Uncommonly Well
  • The Fourth Step to Exceptional Client Service - It's Not What You Say..It's How You Say It
  • The Fifth Step to Exceptional Client Service - Teamwork Works
  • The Sixth Step to Exceptional Client Service - Conclusion

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