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October and Your Role in the Customer Experience

Updated: Nov 8, 2020


Are people better for having interacted with you?


We have a goal of making everyone’s day better for having interacted with us. ⠀⠀⠀⠀⠀⠀⠀

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It is not just a goal for our hospital and the pet parents we meet, but it is a personal goal for anyone we meet. ⠀⠀⠀⠀⠀⠀⠀⠀⠀

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Even if delivering bad news, you can do it in an empathetic way.⠀⠀⠀⠀⠀⠀⠀⠀⠀

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Even if delivering some tough love, you can do it in an honest but kind way.⠀⠀⠀⠀⠀⠀⠀⠀⠀

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With every interaction you have, you are providing an experience. ⠀⠀⠀⠀⠀⠀⠀⠀⠀

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What experience are you providing those around you? Are you a positive part of someone’s day?



A Time Dr. Gray was Blown away by her experience with a veterinarian




I want to tell you about my favorite experience at the vet 𝕒𝕤 𝕒 𝕔𝕝𝕚𝕖𝕟𝕥... ⠀⠀⠀⠀⠀⠀⠀⠀⠀

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To set the stage: My 14 year old cat who had been with me through middle, high, college, and vet school just broke his jaw due to an aggressive bone cancer. (SOBS) Came to find out it was a squamous cell carcinoma after a biopsy, and so I found myself at the oncologist to discuss options. I was devastated.⠀⠀⠀⠀⠀⠀⠀⠀⠀

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Even though it was one of the worst days of my life so far...she made it one of the smoothest. Here is how she stood out to me as an amazing vet.⠀⠀⠀⠀⠀⠀⠀⠀⠀

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-- She sat on the floor and talking calmly with me, while I was an emotional wreck. She humanized her approach.⠀⠀⠀⠀⠀⠀⠀⠀⠀

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-- She explained all of the options clearly. She helped me make an informed decision.⠀⠀⠀⠀⠀⠀⠀⠀⠀

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-- She let me talk and ask questions. She listened.⠀⠀⠀⠀⠀⠀⠀⠀⠀

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-- She helped me make the right choice. She guided me.

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When you have an experience like this...it means everything in a time of stress. She was the perfect mix of calm, empathy, directness, and caring. ⠀⠀⠀⠀⠀⠀⠀⠀⠀

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Even though these situations are awful at the time...we can make them smooth by showing our clients this grace.


Practice this skill and make a goal of becoming just like this amazing vet! -- we will help you perfect it!




Veterinarian and Customer Service Specialist?




Yuck. We did not go into veterinary medicine because we wanted to do sales. Or customer service.

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Yet, what you find is that you cannot help your patients effectively without understanding that part of what we do includes both. ✅⠀⠀⠀⠀⠀⠀⠀⠀⠀

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People won’t bring their animals back to you (and those pets may not get the treatment they need) if they have a bad experience at your office. Just part of our reality. ⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀

But sales, right? Yuck. So, how do Ashley and I talk about this topic without getting a bad taste in our mouth?⠀⠀⠀⠀⠀⠀⠀⠀⠀

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For one: it is not really sales to us. Because the services we provide are things we believe in for those pets. Things we would purchase or do for our own pets if they were in the same situation. ⠀⠀⠀⠀⠀⠀⠀⠀⠀

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Second, we know our worth and our value. And we can discuss this more in future posts but- we worked hard to have this skill and knowledge and give 100% to our patients and clients. There is just no replacing that. And no- You can NOT replace any of this with a few google searches on the internet. ⠀⠀⠀⠀⠀⠀⠀⠀⠀

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Sorry. Just not that simple. ⠀⠀⠀⠀⠀⠀⠀⠀⠀

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This craft of ours takes time, skill, knowledge and constant effort to hone.⠀⠀⠀⠀⠀⠀⠀⠀⠀

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When you are authentic and real with your recommendations - it is not sales. Not a word of it. ⠀⠀⠀⠀⠀⠀⠀⠀⠀

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Realizing that, in addition to your worth, is really what helps us get comfortable with it.💗🙌



As a new veterinarian, do you feel like you bother your mentor?




Have you ever had a great mentor, but then you felt like you were bugging them all the time?

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Um, we have too! That is why we wrote our book "The NEW VET JUMPSTART Guide," which is like your back up mentor when you do not want to bug your current mentor because you have already asked them too many things.

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Over the years, Ashley and I wrote down the advice we got from our amazing mentors and colleagues on cases. Eventually we ended up developing our own approaches to these cases and mastered the nuances. We took 20 of the most common GP cases you will see and gave our take on the most simple way to approach them. This book is like none other on the market. ⠀⠀⠀⠀⠀⠀⠀⠀⠀

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Coming out end of October or early November...we are SO close!! DM us if you want pre-order sales now.



Fear Free Certification and Our Honest Experience as Veterinarians with it



Do you want to know Monica and I's secret to creating an amazing experience in the exam room for our patients?⠀⠀⠀⠀⠀⠀⠀⠀⠀

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Well, it was something that neither of us had in the beginning of our careers, and now, it is free for ANY student to sign up!⠀⠀⠀⠀⠀⠀⠀⠀⠀

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We are talking about fear free certification. It was an absolute game changer for us and something that we both became extremely passionate about once we completed the program.⠀⠀⠀⠀⠀⠀⠀⠀⠀

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Some of it may seem like common sense, but it completely changes how you approach your patients. We both sought out hospitals that valued fear free because we knew the impact it made on our patient's well being in the exam room.⠀⠀⠀⠀⠀⠀⠀⠀⠀

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A few of my favorite reasons for practicing fear free are...⠀⠀⠀⠀⠀⠀⠀⠀⠀

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1. How it taught me to explain the value of stress free visits to clients, so they are on board with my plans.⠀⠀⠀⠀⠀⠀⠀⠀⠀

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2. The management tips and pharmaceutical plans I now routinely prescribe to make pets comfortable getting into the hospital.⠀⠀⠀⠀⠀⠀⠀⠀⠀

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3. The improvements I have seen in my patients through a fear free approach.⠀⠀⠀⠀⠀⠀⠀⠀⠀

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4. How I now tailor the visit uniquely to each patient. ⠀⠀⠀⠀⠀⠀⠀⠀⠀

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And so many more reasons... Take advantage of the free sign-up as a vet student. You won't regret it :)⠀⠀⠀⠀⠀⠀⠀⠀⠀

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Do you have any fear free stories to share with us today?



Nothing is worse than an INAUTHENTIC Experience with someone.

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As a new vet, it can take sometime to ‘feel out’ exactly how to be authentic with clients. ✅


You worry about not being professional enough, or being to dry.... I remember worrying if clients liked me or not! And guess what- it would change how I acted to something less true to me. ✅

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One of my mentors, Dr. Feinstein who is an amazing vet and practice owner from Maryland used to tell me:

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“𝙏𝙝𝙚 𝙩𝙧𝙪𝙩𝙝 𝙞𝙨- 𝙞𝙩 𝙙𝙤𝙚𝙨𝙣’𝙩 𝙢𝙖𝙩𝙩𝙚𝙧 𝙞𝙛 𝙩𝙝𝙚𝙮 𝙙𝙤𝙣’𝙩 𝙡𝙞𝙠𝙚 𝙮𝙤𝙪, 𝘽𝙀 𝙔𝙊𝙐𝙍𝙎𝙀𝙇𝙁. 𝘽𝙚𝙘𝙖𝙪𝙨𝙚 𝙩𝙝𝙚 𝙘𝙡𝙞𝙚𝙣𝙩𝙨 𝙬𝙝𝙤 𝙡𝙞𝙠𝙚 𝙮𝙤𝙪 𝙬𝙞𝙡𝙡 𝙛𝙞𝙣𝙙 𝙮𝙤𝙪.... 𝙖𝙣𝙙 𝙩𝙝𝙤𝙨𝙚 𝙬𝙝𝙤 𝙙𝙤𝙣’𝙩 𝙬𝙞𝙡𝙡 𝙜𝙤 𝙨𝙤𝙢𝙚𝙬𝙝𝙚𝙧𝙚 𝙚𝙡𝙨𝙚🤷🏻‍♀️.”


It was one of the wisest things I had ever heard from another vet. And one of the secrets to building lasting relationships with pet parents in your community.

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What’s your experience with this in exam rooms?

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Translating Book Knowledge into Practice as a New Veterinarian



We've got something that will help.


Are you struggling to translate your book knowledge into clinical practice?⠀⠀⠀⠀⠀⠀⠀⠀⠀

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Do you feel like you are having a difficult time taking your physical exam findings and coming up with a diagnostic and treatment plan?⠀⠀⠀⠀⠀⠀⠀⠀⠀

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We both struggled in these areas and found that it takes a lot of practice to make these leaps after vet school.⠀⠀⠀⠀⠀⠀⠀⠀⠀

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That is why we collaborated on our first book together: NEW VET JUMPSTART GUIDE. We LOVED writing it because we were able to combine our approaches together for you. ⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀⠀

Our goal for YOU is to make this transition less difficult. You get to see how our brains work through the top 20 cases we see out in GP land.⠀⠀⠀⠀⠀⠀⠀⠀⠀

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Get excited for tips on how to take a good history, client communication examples, and a variety of diagnostic and treatment plans to consider with your patients.⠀⠀⠀⠀⠀⠀⠀⠀⠀

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If you want a sneak peek, subscribe to our e-mail list on our website to get three cases emailed directly to your inbox! AND STAY TUNED FOR OUR LATE NOVEMBER/EARLY DECEMBER LAUNCH!

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