10/23/2023
“Are there any other questions you have for me before you head out?
No actually, you’ve explained everything very clearly and in detail.”
This was said to me multiple times this week and it’s one of the biggest compliments I can receive.
With every sick appointment I have a big to do list walking in the door:
Greet the pet and their owners
Do an exam
Figure out the problem
Explain the problem
Offer diagnostics to find answers
Explain the value of these diagnostics
Run the diagnostics
Explain the test results and plan moving forward
Offer treatments to fix the problem
Get treatments done, medications filled and the bill finished so they can check out
And do that all within 30 minutes.
Obviously I can’t do this all alone and my techs and receptionists keep me and my patients alive during a busy day.
But this is a complicated and sometimes confusing process for pet owners. So I’m not surprised if someone is easily frustrated when they’re worrying about their sick pet, or impatient when things are “taking too long” especially if we’re short staffed.
And sometimes those feelings turn into complaints, even from the smallest miscommunication.
This week I made someone upset because I didn’t ask permission when I changed their pet’s medication from a tablet to a liquid, in order for it to be dosed more appropriately and be easier to administer. I didn’t tell them about this change, because I was trying to be efficient, so they wouldn’t have to wait as long. But, in hindsight, I should have asked.
My mind gives so much weight to the complaints, but the compliments are feather light. Even though the compliments far outnumber the complaints, sometimes it seems like the bad still outweighs the good.
So starting now, I’m making an effort to tip the scales to actively give more weight to the good, while still acknowledging the critiques to do better.
What’s one good thing you were told this week? One compliment? One win?
