Well the day started with a sick child. I had the H1N1 a few weeks back so I am hoping that is not what my daughter has. My oldest daughter got a new puppy this weekend. We visited some shelters and breeders to find the right one. I was amazed at how many of these folks told me "the puppy doesn't need to see a veterinarian unless something is wrong." They have wormers and all kinds of things to send home and all are under the misguided belief that the veterinarian is the bad guy, out to take your money for "fake medical reasons." Ah the surprised looks I got when I told them of my career. We, as the veterinary professionals, must be ready with proper and clear protocols and narratives for our clients. We have to learn to speak in one voice. A new puppy owner is coming to us AFTER they have been "educated" by the breeder. They are coming to us armed with the thought that we are going to take them to the cleaners. If they call us and get a poorly handled call; we are playing right in to that hand. As a consultant who specializes in mystery calls I hear what the practice teams are telling potential clients. Some is good, some is great and some...well let's just say it leaves some room for improvement. Evaluate your team. Be ready to tell the new puppy owner WHY what you do is important!
I will do a free mystery call to any practice that asks! (PS this is my daughter and her sister's new puppy)
Donna
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