Tag: Clients
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Trust, part 3: communication
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Most complaints you’ll face in your career will not be about something you did, but about something you said. Or didn’t say, or because of how you said it, or how it was heard, perceived or interpreted. Ah yes, communication – the final of the three Cs that will help you build trust. Excellent communication is the cornerstone…
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Trust: the second key feeling
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Welcome back to the series on the CTR-C method for complaint-free consults. Before I took a break, the series covered the first essential step in perfect consults – establishing a connection. Now, let’s look at the next essential thing our clients want to feel in their dealings with us – trust. Think about your own dealings with…
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The dangers of casts and bandages
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Casts and bandages are frequently used to treat orthopaedic conditions, especially in situations where clients have financial constraints that rule out surgical treatment. However, these techniques have an extremely high probability of complications, including: malunion, delayed or non-union fracture disease – which refers to joint stiffness, muscle atrophy and disuse osteopenia associated with prolonged casting…
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Do vets get a holiday?
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I think the phrase “busman’s holiday” adequately describes a vet’s inability to leave work behind at work no matter how hard we try. It was on a recent holiday to Greece where this really hit home – not helped, most likely, by the fact I was on holiday with four friends who were also vets.…
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Dealing with abusive clients
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I’ve written before about client complaints and how to deal with them, but what about truly abusive clients? We’ll differentiate between the two by classifying your standard “complaining client” as someone who has, at least in their eyes, a valid complaint that could potentially be resolved if handled correctly, while the “abusive client” will move…
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Mistakes, pt 3: speaking to the client
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What do you say to clients when a mistake has occurred? Do you tell the truth; just discuss the basics, but leave out any incriminating facts; or go full Donald Trump mode? Studies into what influenced the decisions of patients, who were the victims of medical error, to take legal action show litigation is most…
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Creating a transition ritual
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A while ago, I did a Q&A session at the RVC in London and one of the most popular questions was: “How do you reset in between emergencies and consults?” As an emergency vet this is critical, but when I think about it, this is critical for the success as a vet in general. In…
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Euthanasia: lets talk about it
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I think your first PTS as a new graduate is a significant moment across the board; there’s nothing that truly prepares you for it, as it’s very unlikely you’ll have seen many during work experience placements. Personally, I hadn’t seen a single one with the owner present. Your university might try to prepare you by…
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The world is yours
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There’s a constant pressure in the industry to do something else. Whether that pressure comes from us wanting to branch out and experience different practices, different countries, different disciplines, or whether its pressure from society for you to change it up a bit. It’s almost like you can’t possibly be happy in the same job,…
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The why of veterinary science
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In one of the last decade’s most influential books on motivation, Drive: The Surprising Truth About What Motivates Us, author Daniel Pink argues that the traditional motivators of the previous century – reward and punishment – mostly fail to deliver when it comes to keeping people engaged, fulfilled and happy in their careers. According to…