Outrageous? Really? Ask yourself, what is the goal of your training program? If you’ve never asked yourself this question, yet gone on and created a training program anyhow, I’d argue it’s probably okay to toss it.
I often call veterinary practices and ask them about fleas, diarrhea, euthanasia, you name it. Invariably I get a client service representative determined to talk to me about the issue itself, but with no clear through line to the conversation. It’s as though I ended up calling the Wiikipidia of veterinary medicine. This is not the goal of your training program. Your goal is this: instruct your team members how to perform aspects of their job while advertising your mission statement in their words and actions. Secondly, teach your team members how to educate clients that your products and services address their concerns and needs.
All the brochures, all the reminders, all the infomercials we ‘train’ our team members to provide our clients are not the goal of any training program. These are tools to achieve our ultimate goal: demonstrating how our services and products answer client and patient need. As you look through your training program, make sure that it does not end with a body of veterinary medical information…the life cycle of a roundworm, the vector for heartworm disease…but how these facts can edify a discussion on why a client should take advantage of the great service and the great medicines your practice offers.
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