Resources
Client Cycle of ServiceStaff Meeting in a Box
Need staff meeting ideas? Welcome to our Staff Meeting in a Box! Each month, we provide a full staff meeting worth of materials on a particular topic, taking all of the planning off of your shoulders!
This month’s topic is The Team Approach to The Client Cycle of Service! By clicking on the link below, you will be directed to our online platform, where you will have access to a 30 minute video, created by Brenda Tassava Medina, as well as a downloadable infographic and a group worksheet for your staff!
Wellness Tip
It can be emotionally draining to work with clients and deliver excellent service in the face of common stressors that impact veterinary medicine. A common reaction after a stressful interaction is to hold on to that “emotional baggage” and let that affect the entire day. Do you ever find yourself ruminating, discussing, venting or otherwise holding onto a situation that happened hours earlier? A certain amount of retrospect is healthy but when we allow it to affect our mood afterward, there is a problem. To avoid carrying around this “emotional baggage,” employ empathy. Empathy is one of our greatest strengths. After the interaction, take a breath and acknowledge that the person standing in front of you likely wasn’t operating a personal attack. The 25 -minute slice of someone’s life that we experience does not give us an adequate look into the struggles they may be facing. While it isn’t an excuse for poor behavior, it should allow you the space to let go of the interaction and move on with your day.
Employee Handbook Tip
Establish a protocol (or SOP) for where to escalate what types of client concerns. Handling upset clients in a timely manner is critical, but so is the team having a clear understanding of “where to take what”. Have a policy on how client complaints are handled, and what expectations should be set. How long should the team member tell the client it will be for them to receive a return call? Who should they take the following concerns to: medical, financial, customer service, other? What is considered a resolved complaint? How do you handle medical record requests? These items should be outlined so that the client concern experience is as consistent as possible.
Staff Training: Flashcard App Subscription
Utilizing flashcards as a training method can help your team digest information quicker and easier! We have developed a subscription program, where for a low monthly fee of $79 (for up to 50 team members), you will have access to our in-depth library of veterinary support staff training flashcards (which we will continuously work to grow and expand), and we will work with you to create additional decks you might need for your practice. Your team members will be able to develop their knowledge anywhere, using their phone!
Book Review/Recommendation
Work Like You're Showing Off by Joe Calloway
If you are looking for a fun, short, read that will help inspire your client service team, this is the book to do it!
Let’s face it, anyone in a client-facing role knows the struggles associated with working with the general public. This book will help to reframe your thought process, inspire and refresh the motivation necessary to perform in a stellar manner.
Joe goes into his concept of “showing off” and why this is a great thing in client service. Subsequent chapters talk about the various components and how to make this a reality. Each topic discussed is a great potential talking point for your team on relevant aspects of serving your clients.
“You mean showing off in the way that you’re bringing something to table that makes other people happy and helps them and really contributes to the world!” Personally, any concept that speaks to the merits of doing your best “just because” and “performing” in a way that serves others is one that I can get behind. We need more people to have fun with what they do, to seek to make others happy as a general rule – not the exception.
So! Grab a copy for your team, set some reading goals and discuss why “showing off” is just the thing your clinic might need!
– Carol Hurst, LVT, CVPM, CVJ, CCFP
Recipe: Chickpea Noodle Soup
This is a delicious soup that would be perfect for a meatless monday, as the chickpeas substitute chicken!
- olive oil
- 1/2 medium white or yellow onion, diced
- 4 cloves of garlic, minced
- 5 carrots, chopped
- 4 stalks of celery, chopped
- 7-8 cups of vegetable broth (more or less depending on desired soup consistency)
- 1 can of chickpeas, drained and rinsed
- 4 sprigs of thyme
- 8 ounces of noodles – whatever noodles you desire!
- I always like to add a little crushed pepper to add a little kick!
Directions:
1. Heat a large pot over medium heat. Add a drizzle of olive oil, onion and garlic. Sauté for about 5 minutes.
2. Add carrots, celery, salt, pepper and crushed red pepper (if using). Stir to combine and cover and cook for about 5 minutes.
3. Add the broth, chickpeas, and thyme. Bring to a boil and then turn heat down a bit to a simmer. Add the noodles and stir while incorporating.
4. Cook for the amount of time listed on the noodle package you are using (this will vary depending on the noodles used). Once noodles are soft, turn heat down to low and cover. Simmer covered for about 20-30 minutes.
5. Remove the thyme sprigs. Taste and adjust with salt, pepper, red pepper flakes, and top with thyme leaves for a garnish! Enjoy!