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

Cultural Differences – How You Can Individualize Your Customer Service

Recognize Cultural Differences to Individualize Your Customer Service  How do you individualize your customer service? We have outlined a number of ways in our article in the December 2016 issue of TRENDS magazine entitled, “Individualize Customer Service.”   In our last … 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