Handling client complaints can be draining from the start. Prior to working with the client, you should have already started your research on the issue, have notes on hand, and your team should be aware of the complaint. While it’s impossible to avoid complaints, here are five tips that can make the interaction a little smoother and increase your chances of a positive outcome.

Listen...

Working with an escalated client can be awkward and uncomfortable, especially in front of other customers. Learn from Client Relations Specialist, Rena Alexander, and Client Liaison, Cy Torrey, about tips for handling unhappy clients in the lobby.

We learned recently that some local emergency hospitals are sending their patients to DoveLewis in an attempt to manage their own caseloads. We get it—when you combine factors like a national hiring shortage and our pet-friendly community, some days feel unmanageable. It’s on those days that our teams are most proud of our promise to never close. We meet the wave of incoming patients head on,...

Here at DoveLewis, we take all things cleaning very seriously. It’s important that every staff member is up to date on our latest cleaning protocols. While it can be time consuming to spend time with each staff member reviewing how to correctly wipe down a counter top or a door handle, the benefits are worth it.

In the U.S. alone, over 2 million human patients a year are affected by...

As the holidays are approaching, Enid Traisman, MSW, CT, and Director of the DoveLewis Pet Loss Support Program, reviews ways that you can honor your pet during the holiday season. These tips can also be shared with clients who may have recently lost a pet.

 

“Happy holidays!” That’s the greeting we hear often during this time of year. But if you are grieving the loss of...

Providing value starts before a client even makes contact with your practice. Learn from Cheryl Latta, Human Resources Manager at DoveLewis, about what clients actually value at your clinic and ways to improve. <br> <br /> This course has been approved by the Certified Veterinary Practice Manager Board as applicable toward the continuing education requirement for the Certified...

<p>Client needs are shifting. Learn from Ron Morgan, DoveLewis CEO, about trends and the upcoming changes in customer service. <br> <br /> This course has been approved by the Certified Veterinary Practice Manager Board as applicable toward the continuing education requirement for the Certified Veterinary Practice Manager (CVPM) program offered by the Veterinary Hospital...

<p>What is coaching, and how is it different than managing? Learn from Christy Michael, BVMS, about the importance of integrating a coaching mentality into your practice. <br> <br /> This course has been approved by the Certified Veterinary Practice Manager Board as applicable toward the continuing education requirement for the Certified Veterinary Practice Manager (CVPM)...

<p>Chief Administrative Officer, Monica Maxwell, SPHR, SHRM-SCP discusses how employee well-being and engagement make a large impact on your hospital. Monica also reviews strategies for managing millennials and the importance of putting employees first. <br> <br /> This course has been approved by the Certified Veterinary Practice Manager Board as applicable toward the...

Bullying between staff members can be hard to identify. Learn from Cheryl Latta, DoveLewis Human Resources Manager, about how to recognize bullying behaviors and prevent it from happening.

Pages