February 24th, 2014 by Mark Olcott, DVM
I’ve been reading an incredible book called “If Disney ran your hospital: 9 ½ things you’d do differently” by Fred Lee. Although the book was published 10 years ago and is about human medicine, the messages are highly relevant to people working in modern veterinary medicine. I’ll focus on this fantastic book for the next several weeks, and discuss one of his recommendations per post.
It might be tempting to dismiss correlations between veterinary hospitals and Disney resorts as being far-fetched or simplistic. I disagree. While I’m not suggesting that everything that Disney does would work in our profession, at a high level, their focus on customer (“guest”) and employee (“cast member”) satisfaction is laudable. Read the rest of this entry »
February 20th, 2014 by Ann Pearson
You charge too much.
Your waiting room stinks.
The person at the front desk was rude.
You misdiagnosed my pet.
You only care about money.
I am NEVER coming back to your clinic!
Thankfully, not many people are bold enough to say such things in person, but online, people feel much less hindered and negative comments appear on review websites such as Yelp, Citysearch, Google+ Local, Foursquare, Yahoo, and many others.
Read the rest of this entry »
February 5th, 2014 by Mark Olcott, DVM
Ford’s current slogan is “Built Ford Tough”, but before that it was “Quality is Job 1.” This was their attempt to speak particularly to those often referred to as the “Greatest Generation”, for whom quality was extremely important. Ironically, Ford used this as their slogan during a time when they were getting their rear ends handed to them by the Japanese and Germans, but that is perhaps a topic for another post. If you SAY quality is that important, you better mean it: consumers are less and less forgiving. Read the rest of this entry »
January 23rd, 2014 by Ann Pearson
“The doctor is excellent, but the front desk staff…not so much.”
“The techs are super friendly, but the doctor…not so much.”
“They saved my dog—I don’t trust anyone else to care for our pets.”
“They killed my cat—all they care about is money!”
It’s no secret that people talk and that people listen to and act on the recommendations of others. Read the rest of this entry »
January 9th, 2014 by Elyse Phillips
Deciding where to spend your marketing dollars can be a daunting task. Some decisions are easy—phone book ad or website? Definitely website! But after you’ve chosen website, how about template or custom?
Think of a template site as an apartment. You can bring your own furniture, but the outdated stove has to stay. You can decorate with some stunning pictures, but the walls can’t be moved. And no matter what you bring with you, you are limited by the size and layout of the existing floor plan. A template site, just like an apartment, can be a sufficient placeholder, but it won’t be exactly the right fit and you’ll quickly outgrow it. Read the rest of this entry »
December 17th, 2013 by Mark Olcott, DVM
I’ve written about veterinary excess capacity before, namely that there are too many veterinarians chasing not enough clients. So how do we fix that? Well, there are two broad possibilities: reduce supply and increase demand. As I’ve alluded to before, the former is far easier said than done. Whatever we as a profession will be able to do about veterinary supply will happen at such a slow pace that you should not consider it in your budgeting and short term strategic plans. You might as well assume that supply will remain high for the foreseeable future. Read the rest of this entry »
December 3rd, 2013 by Mark Olcott, DVM
The not-so-subtle Christmas music and advertising is a clear reminder that we are drawing nearer to the holiday season. It used to be that you wouldn’t see this kind of advertising until after Thanksgiving, but nowadays as soon as Halloween is over there is a palpable change in the background of our daily lives. How many more years before it’s Labor Day? Read the rest of this entry »
November 26th, 2013 by Mark Olcott, DVM
I recently returned from the AVMA headquarters in Schaumburg, IL after attending the AVMA’s recent Workforce Summit. As a newly appointed member of the Veterinary Economic Strategy Committee, we had two days of discussions about the future of veterinary medicine and it was very enlightening. While I can’t summarize the entire conference in one blog post, a few things stood out.
From the supply side, I want to clarify something that many veterinarians are unsure/confused about, namely, that the AVMA has the power to affect supply. I’ve heard colleagues say things like, “The AVMA should stop accrediting new vet schools/make the national boards harder/reduce class sizes”. Read the rest of this entry »