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Volume 25(1), Spring 2015

Commissioned paper

The colourful receptionist®

better for clients, pets and staff

by Brian Faulkner

 

M O R A L E

 

 

P R O F I T

 

 

C L I E N T

 

 

P R E V E N T I T

 

 

R E C E P T I O N

 

Useful mnemonics

Click on the acronym to find out more.

 

One of the core objectives of a veterinary receptionist is to engage with and respond to client contacts in a focused, purposeful and effective manner in order to convert ‘contacts-to-consults’.

The colourful receptionist®

 

The five components

Click here to find out more

 

Every veterinary practice must consistently deliver four outcomes if they wish to be effective and sustainable. These are clinical resolution, client satisfaction, financial resolution and team harmony and happiness. Furthermore every employee needs to contribute to each of these outcomes in one way or another. In the author’s experience however, veterinary practices tend to be either ‘reactive’ or ‘proactive’ with respect to how they go about training their staff to think about and achieve all of these outcomes. The focus of this article is to describe the author’s Colourful Receptionist© model has been designed to enable a proactive approach to coaching and training members of staff who work ‘front of house’.