Maintain a Personal Touch

Maintain a Personal Touch In order to individualize your customer services, you will want to maintain a personal touch. We have written an article, published in the December 2016 issue of TRENDS magazine, which outlines a number of ways you … Continue reading

Consider Your Customers’ Ages

Consider Your Customers’ Ages In Order to Individualize Your Customer Service.  “Customer service” is the name of the game, and individualizing that service will take you to the next level. We have written an article, published in the December 2016 … Continue reading

Set the Stage

Your Busienss Can Set the Stage for a Memorable Experience Walt Disney discovered how to create an “experience” for his visitors. He took a common activity like the enjoyment of amusement park rides, often encountered in a dirty and noisy … Continue reading

How Do You Know the Cost of Your Veterinary Service?

This is the question we addressed in the June 2015 issue of Trends Magazine, published by the American Animal Hospital Association. In the article we answered four questions: Do you know the cost of the pet ownership, including the long-term cost … Continue reading

Positive People Experiences

Positive People Experiences was featured in the La Jolla Village News column, “Doing it Better,” by Natasha Josefowitz, Ph.D.,March 27, 2015, page 19, click to read online. Natasha wrote, “Although it is written as a communication tool for clients and … Continue reading

Communication Patterns can Create Roadblocks in Our Interaction

Unfortunately, we have learned many patterns of speech that can cause problems, especially when there is tension in the relationship. In order to substitute more effective responses, it is useful to first recognize those that get in the way of … Continue reading

Difficult Conversations

What makes some conversations difficult, while others are not? We are going to be discussing this question at the conference of the Ontario Association of Veterinary Technicians this weekend in Niagara Falls, Ontario. Here is a sneak preview. There are … Continue reading

Five Things to Do To Build A Staff That Works Efficiently

  Recruit and hire the right people. Jim Collins in his book, Good to Great, advised business owners to “get the right people on the bus.”  That includes taking time to think about what you need and how to find … Continue reading