In the South we have an old expression we use when someone is overworking a person, animal, or vehicle. It is “you are beating that thing like a rented mule.” This implies you have no care for something you don’t own so are taking every advantage to use it to its detriment and your benefit. Eventually this plan fails because overwork with no care or maintenance breaks down whatever it is we are abusing.
I just read a comment about how calling pet owners after a visit a waste of DVM time because it was a loss of productive time. I disagree.
One of the most enjoyable parts of practice is learning that what you did was successful.
I call this celebrating the WINS. Calling pet owners and getting positive feedback is not a waste of doctor time if they enjoy doing it. Sure, the message can be documented by the tech or the CSR but hearing the joy in the voice of an owner who was so stressed and worried prior to the visit is worth its weight in gold. If we continue to only allow our doctors to do the medical work without reaping the reward of a happy client we are failing them. We are also not building their confidence. Positive feedback builds the “muscle” strength of medical care. When people don’t get to hear the good stuff, they don’t grow as quickly.
Calls are for more than information gathering. They are for relationship building. It is a well-known fact that having a random conversation with a stranger increases our endorphin levels and makes us (and them) feel happier. Perhaps all this focus on maximum productivity is what is costing us mentally.
I would like to state unequivocally that it is OK on occasions to “fart around” at work.
That is right – I said it! Goof around some. A little slacking off allows us to make connections with each other beyond tasks. This is not about hiding in a corner on your phone but rather chatting with your co-workers or spending some extra time with a client.
To build a culture worth bragging about, team members need to know each other as humans and not just co-workers. This is not to say everyone will be friends and hang out on their days off, rather they will know enough about each other to give grace as needed and share help or resources for support. Same goes for our clients. Do we know where they work? Their kids’ names and where they go to school? What books do they like or their favorite podcast? We should. It is the joy of human connection and people do not thrive without it.
I am sure I will get the typical push back that younger generations don’t want to talk on the phone because it makes them uncomfortable. But I have traveled thousands of miles across the US and talked with thousands of humans in my work, and I have never found a single pet-owning person who didn’t want to talk with me about their animals. So, I am calling BS on that one folks!
Building relationships with our clients is what helps sustain us.
I always love to see clients defend their beloved veterinarian from the nasty reviewer. Taking the time to collaborate with our clients is how we develop that amazing supportive network.
You have my permission as a 40-year veterinary management expert to – call the client, goof around in treatment, hang out in the exam room a touch longer and enjoy the amazing work you do for your patients and their people.
Trust is more valuable than gold. Build in the time to develop it.
