Beyond the Numbers Blog Thoughts & Advice on Veterinary Practice Management

Which of These 4 Types of Communication Styles do You Use in the Workplace?

  There is no right or wrong way to communicate—but understanding your communication style and that of the person you are trying to communicate with will certainly help you out in all settings, but especially in the work place. I myself have a tendency to over-communicate. I like to make sure that the…

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Why Compliance Is A 5-Letter Word—And How it Tells the Story of How Well Your Practice is Doing at Protecting Patients

We hear the word ‘compliance’ all the time; we’ve been hearing it for thirty years. In fact, we hear it so much it often becomes just a bit of white noise. I mean, really, we talk to every single pet parent about heartworm prevention and flea control. We sell TONS of product and our drug reps…

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An Empowered Team is a Happy Team: Utilizing Empowerment to Build a Great Culture

Culture and leadership are now common words used in veterinary management literature. Many articles state how important these are, but what else contributes to building a positive culture besides leadership? If culture is defined as shared values and working towards a common goal, shouldn’t the rest of the team be involved in building…

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Is a Loyalty Program Right for Your Veterinary Practice? How 5% of Your Clients can Generate an Additional $100,000 in Revenue

Loyalty programs are all the talk these days. You don’t have to look very far to find a business with a loyalty program. Coffee shops were among the first to discover the value of a loyalty program for client retention but now all sorts of businesses have jumped on the band wagon, including…

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Let’s Look at the Veterinary Data Ecosystem: How it Works, Who’s Who, and How Your Practice Data is Being Used by Data Partners

There’s a lot of talk again in our industry about the uses of veterinary data. I’ve spent many many hours on this topic over the last eight years and a disproportionate number of them over the last several weeks. I’d like to share my framework for understanding the use of data in our…

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How to Choose the Right KPIs—Gathering the Right Information, Making Decisions, and Solving Problems all Depend on Asking the Right Questions

When I ask someone how their practice is performing and which metrics they look at regularly to assess their performance, I typically hear the same set of KPIs. Revenue, new clients, ACT, active clients, percentage of revenue toward cost of goods, and percentage of revenue toward labor, to name just a few. I…

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The Power of Getting Team Buy-In – A Path Toward Boosting Productivity, Profitability and Staff Loyalty

I was driving home from a clinic earlier this week and heard on the radio that unemployment had reached an all-time low of about 3.7% nationally[1]. The AVMA has confirmed that it’s even lower in veterinary medicine at around 1.6%.[2] This means that most people who want to be employed, are. To most…

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Why Every Impression Really Matters. The High Stakes to Not Providing Good Customer Service

First impressions are everything. They certainly matter when the stakes are high, like a job interview or a first date, and they matter even when the stakes are low, like being introduced to a friend of a friend (because who knows what the future holds). How about when a first impression influences whether…

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