ARE YOU THE PERFECT VETERINARY CLINIC MANAGER?

If you answer yes to all the questions below, you could be the right person for the job. If not, let us give you some feedback that could help you in your personal and professional life.

We are sure that you perform your tasks well, although there are always places to improve.

Check the list below and, if you do everything well, congratulations, otherwise we hope you find the comments useful.

DOES YOUR PRACTICE HAVE A CONSISTENT COMMUNICATION PLAN, INCLUDING SOCIAL MEDIA?

More and more pet owners expect to see personalized content on social networks and other online platforms. While it is true that some channels are more conducive to certain sectors and age ranges, a company without a presence on social media can give the brand an outdated image, running the risk of not meeting the needs and complaints of its audience.

DO YOU KNOW HOW TO PROVIDE USEFUL CONSTRUCTIVE CRITICISM?

Constructive criticism should be offered at regular intervals. If it is only provided when there’s something negative to comment on, you can run the risk of becoming unpopular with team members.

It should be incorporated regularly in meetings; praised in public, criticized in private. It should be interspersed between compliments (the sandwich technique). It’s effective to remove the “but” from your transition to compliments from criticism and replace it with the word “and”. Compliments should be related to the constructive criticism being made; when addressing something that needs to be corrected, address the action or behavior, not the person. Constructive criticism should not be personal, mistakes happen. Be specific and measurable, avoid words such as “always”, “never” and “everyone”. Instead, use data to highlight your points and let the numbers do the talking. Constructive criticism should be short and sweet; avoid delivering endless rhetorics. Include the “why” of the constructive criticism, or encourage your employee/s to provide it; saying “this is how we have always done it” is not enough. Lastly, remember to follow up and identify changes in your team member’s temperaments.

DOES YOUR TEAM FEEL VALUED?

Tell your team how much you value the hard work they provide. There can be a danger of certain employees receiving very little recognition and this can be one of the main causes of team turnover. Do you have a benefits/incentive program? It’s also effective to give public recognition periodically, about once a month in front of everyone. Having your team choose the employee of the month by voting anonymously and stating the reason for the choice stimulates positivity in the group. Surprise the team with random gifts, breakfasts, meals, …, and thank them.

DO YOU HAVE YOUR WORK-LIFE BALANCE UNDER CONTROL?

Do you know the story of the glass full of round stones, with sand and water in it?

Apply it.

ARE YOUR MEETINGS WELL ORGANIZED, DO YOU MAKE THE MOST OF ALL THE TIME SPENT, ARE THEY USEFUL FOR ALL ATTENDEES?

Sometimes, companies don’t feel the need for team meetings, which can be harmful to productivity. Alternatively, these meetings can be considered a waste of time, or, the team are satisfied with them. To conquer this, set an agenda and make an effort to stick to it, and be very respectful of the start and end times. It’s important that everyone in the team participates and expresses their opinion. Having different people present different points of discussion or proposed solutions can help to involve all members of the team, especially those who prefer to be in the shadows. How often does your company have team meetings? Do you think it’s the right amount?

ARE THE CLINIC FACILITIES IN PERFECT CONDITION?

Has the exterior appearance changed? Is the paintwork looked after? Is there graffiti? Do nearby trees or hedges prevent good visibility? Is the exterior light programmer on the correct schedule? How often do you check it? The same questions can be asked for the inside: what is the smell? (Ask someone you trust who does not go to the clinic often, better a first and critical opinion). Monitor the paintwork, the lower part of the counter, the places where patients may leave their mark. Doors, computers, garbage cans – take pictures and review them with extreme criticism – that’s what your clients will do.

DO YOU HAVE A GOOD EMPLOYEE MONITORING AND REVIEW PROCESS (PERFORMANCE MANAGEMENT)?

What can a person do differently in his or her job? There will be a few things, which is why a 360º survey helps. These surveys offer a complete overview of each employee’s performance at an individual level, alongside their colleagues and with their managers. These surveys help to maintain a smooth follow-up interview conversation, especially when confronted with difficult comments. They help to better understand feedback and aid in development plans, as well as uncover the talents and strengths of team members.

To get effective feedback, think about the questions to ask in the review. The questions should help identify behaviors that are important to the vision of the company and the team. The goal is for employees to have a clear understanding of what skills and behaviors are important or desired. If your company has a set of values, including them in review questions can help further perpetuate the company’s mission and vision.

ARE YOUR PRODUCTIVITY, REVENUE-EXPENDITURE LEVELS SATISFACTORY?

Work with an annual budget, move it to quarterly and monthly. Review periodically, compare with market data, analyze deviations, correct variations, anticipate, be demanding with the results, deliver the highest profit and be forceful when you have to be.

ARE YOU AFRAID TO SEE THE BANK BALANCE?

If you are the owner of a veterinary centre, you are the owner of a business and as the owner of a business, one of your responsibilities is to know your finances. Look for an accountant or advisor you trust, have frequent regular meetings, at least once a month, take into account the cash flows and prepare a budget of those flows. This will help avoid surprises and reduce the fear of seeing the company bank balance.

Do you feel happy with your performance and responsibilities? Would you like to share some of your opinions with us? Would you like us to develop an in-depth overview of the points discussed? Get in touch with us.