What's This Episode About?
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 standards of care and they asked us how to help change the conversation for their team when it comes to discussing medicine choices with clients.
Discussion Points We Cover:
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
-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.
Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag
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