Tim submitted this month’s “Solutions For Success” question
The question this month:
I’m a new associate, entering my third year as a practicing veterinarian. I really enjoy my work! I’m told that I practice good medicine, that I’m thorough with my treatment plans,etc. but, for some reason, my clients will see me once but then request a follow-up with a different associate. What am I doing wrong?
Mike and Dean’s Answer:
First, let me say kudos for practicing great medicine. This is wonderful. Our patients and clients deserve to receive great medical care and thorough treatment plans.
However, the “practicing great medicine and thorough treatment plans” are only half of the equation.
These are the “Hard Skills” you learned in Veterinary School. What you may need is some guidance on developing the “Soft Skills” side of your work.
The Soft Skills are: how we relate to people, how we connect, our listening skills, eye contact, etc.
There is a quote I love that says “What got you here, won’t get you there”. You learned to be a doctor in veterinary school, now, your next step in your success is to learn how to connect with people.
Ask yourself the following questions:
- When I enter the exam room, do I greet the client by name?
- Do I make eye contact?
- Am I friendly?
- How is my tone of voice?
- Do I ask about something that was said in a previous appointment, Ex “How was your trip to the West Coast?”
- Do I smile?
- Do I use language that is easy for the client to understand?
Try incorporating these tips and we know your success will grow. Always remember “The client doesn’t care how much you know until they know how much you care.”
You can do this!