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“Be the change you wish to see in the world.” This Ghandi quote is one that I think really encompasses the conversation I had in this episode with the veterinary practice manager, Kassandra Erven. In the veterinary industry, our number one goal is to help animals and with them come their owners, our clients. Too often, vets are taught the hard skills, the science but not enough on client communication. Kassandra shares how she helps her staff operate to maintain boundaries and provide excellent customer care. The service in her clinic goes from the waiting room to the clinic, with personal and human touches that maintain humility and show their clients they are listening and they truly care. She also starts customer-facing expectations on their website with rules and expectations so that customers who aren’t the right fit, know where the clinic stands with no questions. Kassandra also shares a few ways she supports her staff in improving client culture: Staff Education – When staff knows their stuff, they can better communicate. Breathe Confidence into the Team – Staff will feel 100% better when they know you have their back. Open Door Policy – Be available to discuss client interactions to learn, give feedback, and move forward. When you handle and control this stressful part of the industry, you can count on improved mental health all around, less burnout, and a more positive environment. You can find out more about Kassandra Erven via LinkedIn or email, and check out her clinic online!

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What’s Inside

  • Improving customer and staff communication
  • Achieving better client culture
  • Three ways you can support your staff in client communication.
  • Is it okay to fire a client and set hard boundaries?
  • How to use your clinic website to set customer expectations.
  • Using humility and personal touch from the waiting room to the checkout.

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