On this week’s episode of the podcast, Dr. Andy Roark and Practice Manager Stephanie Goss tackle a topic from the mailbag. We received an email from Dr. Great Medicine Desired. When listening to a recent podcast episode about clients coming back in the building, there was a bit where you guys talked about the language being used when discussing services - making clients turn down good care, rather than offering it as an option and hoping they pick that choice. The practice that Dr. Good Medicine Desired purchased wasn’t exactly known for the most modern and/or high quality medicine and they asked us how to help change the conversation for their team when it comes to discussing medicine choices with clients.

Discussion Points

There are 3 main pieces to this discussion:
-What to say and how to say it
-How to get buy in from the team on raising the medical standard of care
-How to Track It

Getting Buy-In:
You need Core Values and a Purpose Story
Also may need to work through head, heart, and/or hands problems
Embrace the idea that not all clients are right for your practice
THE TEAM HATES ROLE PLAYING! Make them do it anyway. It is about reframing the discussion so they feel like they are role playing without having to get up and perform in front of the group. Andy and Stephanie discuss some options for how to frame this part so that the stakes are lower and buy-in easier.

Links:

Upcoming events: https://unchartedvet.com/upcoming-events/

Last chance to sign up for Motivating People Who Don’t Want To Be Motivated! This brand-new program was created from a decade of working with practice leaders to motivate veterinary professionals in the trenches. The vast majority of “unmotivated people” are simply not understood or engaged with the messaging that is coming from their practice leaders. We can fix that. This workshop will teach you how. https://unchartedvet.com/motivating-people/

All Links: https://linktr.ee/UnchartedVet

Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag