Top 10 mistakes new grads make

1. Top 10 mistakesnew grads make Heather Buhlig-Arnold University of Illinois College of Vet Med VBMA October 12, 2007

2. Who & What • Sixteen years ago • Ten years ago • David Letterman’s intentions • How to get the most out of this topic

3. TOP TEN Mistakes New Grads Make Everybody makes them, all of you will. Hopefully we can all avoid the next ten!

4. Number 10 10. Becoming friends with the techs. • It’s all in the age… • The “two-way” street of respect • Making decisions they shouldn’t be making • Taking advantage of you • Too casual in the workplace

5. Number 10 1/2More then friends! • Heads • ENTER AT YOUR OWN RISK! • Policies, rules, and social acceptance • What if it ends…BADLY? • Tails • Husband & Wife Owners • 80% have a some type of office relationship • Everyone is happy for you

6. Number 9 9. Not letting go of control • It’s been years of doing it all! • Who do you trust? • How do you let go? • What if you think they are wrong…? Oh no…

7. Number 8 Is anyone out there? 8. I’m the Dr. now… I don’t do THAT! • It’s an imperfect world. • What the ratio should be, what it actually is • Keep up your skills. • Keep the technicians and assistants on your side. HELP!?!?!

8. Number 7 7. Afraid to refer, Afraid of second opinions, afraid to admit you don’t know • MUST have confidence, don’t get me wrong. • Specialists are there for a reason, get in the game with the human medical field. • Most second opinions come back • First do no harm. If you don’t know ask someone, if no one is there and you have to guess – be conservative. • Most of all…ASK FOR HELP!

9. Number 6 6. Clients Not enough Too much • Fear of the phone • Fear of the waiting room • Piles on the desk • Emotionally Involved • Exceptions to rules • Home/Cell Phone

10. Number 5 5. Talking down to clients • Big words • No eye contact • Superior attitude • Showing displeasure at the care of the pet • Not complimenting • Arguing or “I know better than you.”

11. Number 4 4. Forgetting the other option – Euthanasia • Nobody wants to talk about it • It’s not giving up • It may be the best course of action • Some clients “need” your permission • Using the right words • Euthanasia, quality of life, prognosis • Put to sleep, let him/her go, not discussing prognosis

12. Number 3 3. Not being aware of the revenue you make for the practice • Average Transaction Fee • Number of New Clients/New Pets • Monthly/Yearly Gross Revenue • Revenue from products • Discounts given • The 20% rule

13. Number 2 2. Offering services based on what you think they can afford • The clients most likely to pay • Judging by appearances or past situations • What they will tell people when there is a bad outcome • LAWSUIT!!! • Document everything!

14. Number 1 1. Thinking you are done studying! • It’s been a long road • Learning on the job • To Question or Not to Question…? • It never stops • Read your periodicals • Use VIN • CE – local and conferences

15. TOP TEN 10. Becoming friends with the techs 9. Not letting go of control 8. I’m the Dr. now…I don’t do THAT 7. Afraid to refer, Afraid of second opinions, afraid to admit you don’t know 6. Clients – Too much and Not enough 5. Talking down to clients 4. Forgetting the other option – Euthanasia 3. Not being aware of the revenue you make for the practice 2. Offering services based on what you think they can afford 1. Thinking you are done studying!

16. Questions?

17. Heather Buhlig-ArnoldPractical Veterinary Management Heather.Arnold@practicalveterinarymgmt.com (630)229-3340