• 13 Aug 2018 12:49 PM | Sarah Rumple (Administrator)

    It’s official: Blogs are taking over the internet. And, they aren’t just for the foodies, photographers, and parenting “experts” of the world anymore. According to the Content Marketing Institute, 81 percent of B2B companies and 77 percent of B2C companies have blogs that focus on just about every topic and industry imaginable, including veterinary medicine. And that’s where you come in. Your veterinary practice needs a blog.

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    But, I’m a veterinarian, not a writer!

    I don’t have time for a blog!

    I don’t know what I would write about!

    I don’t know where to begin!

    I just want to run my business and practice medicine!

    I know, I know… As a busy veterinary professional, making time for a blog (and doing it well) can feel overwhelming. But, you’ve done more difficult things in your life (trust me), and there’s no way around it: A blog is essential for your veterinary practice.

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    Why your veterinary practice needs a blog

    • Draw traffic to your website — According to Web Solutions, businesses that have blogs (and actually update them regularly) get 55 percent more website traffic than those that don’t.

      Think about it: It’s allergy season, and my dog seems to be scratching excessively. But wait, can a dog suffer from allergies? I don’t know! Let’s ask Google!
      Can dogs suffer from allergies?
      One of the first results is an article titled “5 Signs Your Dog Might Be Suffering from Allergies,” and it’s published on your practice’s blog. I click the link, go to your site, read your informative article, and discover that your practice happens to be within five miles of my home. 
    • Connect with your audience — A blog is a great way to reveal your practice’s personality (and the personalities of individual team members who contribute to the blog) to pet owners in your community. Your blog isn’t limited to pet health and behavior topics. Branch out and blog about your practice’s involvement in the community, the special achievements of team members, outstanding testimonials from clients, and other ways in which your practice stands out.

      Think about it: After reading your post about allergies in dogs, I curiously begin perusing other posts within your blog and come across a post about your practice’s involvement with the local animal shelter’s trap-neuter-return (TNR) program, volunteering to spay/neuter feral cats to help control the population of unwanted pets in the community. That’s so cool!

    • Establish credibility — You’re an expert in your field. When you regularly update your blog with relevant information for pet owners, you’re confirming that to readers who land on your site. When pet owners believe you know what you’re doing, they’ll be more likely to trust you, and they’ll be more likely to bring their pets to your practice.

      Think about it: After reading your allergy blog post, I realize that my dog probably has allergies. Because your article was so informative and relevant to my needs, I feel like I can trust you to examine my dog and treat his allergy symptoms.

    • Educate your clients — How many times have you heard pet owners make statements about pet health or behavior that were completely false?
      My pet doesn’t need heartworm prevention because where we live isn’t hot enough.
      My dog can’t have fleas because we aren’t “dirty people.”
      My cat is scratching the furniture because he’s just a bad cat.
      All of these myths can be inspiration for blog posts, serving to educate current and potential clients, increase compliance, and generate revenue.

      Think about it: I bring my dog to see you for his apparent allergy symptoms, when you discover he actually has a flea allergy dermatitis (FAD). Completely disgusted, I tell you there’s no way he has fleas. Our house is clean, he is bathed regularly, and I’ve never seen a flea on him. After showing the evidence of fleas on my dog, and assuring me it has nothing to do with cleanliness and everything to do with prevention, you send me home with a flea and tick preventive product and a short brochure about flea/tick prevention. At the bottom of the brochure, the call to action states, “Visit abcanimalhospital.com/fleasticks for more information.” The URL takes me to your blog post focused on fleas and ticks, which confirms what you told me during the appointment and arms me with everything I need to know to protect my dog and my human family.

    • Boost your social media presence — Like blogs, social media isn’t going away any time soon, and your practice should use it to your advantage. But don’t just post cutesy memes and announcements on your social channels: Post links to the articles on your blog, too.

      Think about it: Your client care representative responsible for social media posting hasn’t posted anything today and is searching for relevant content.
      “Maybe another cats-in-boxes video? Perhaps a funny dog meme (for the third time this week)? Wait! Today is Thursday! That means Dr. Smith published her weekly blog post yesterday! I’ll link to that, instead!” she says.
      The blog post happens to be about allergies in dogs. I read it, and decide to bring my dog to your practice. It’s like magic.

    Now that you understand why your practice needs a blog, it’s time to get started.

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    Oh, stop. You can do this. And my next blog post will tell you how. Stay tuned!  

    Sarah Rumple is an award-winning veterinary writer and editor. Serving the veterinary industry since 2011, her writing covers everything from practice management topics for veterinary professionals to pet health and behavior topics for pet owners. Sarah's clients include veterinary publications, organizations, nonprofit associations, media companies, individual veterinarians/practices, corporate groups, and others. Sarah is owner and chief creative officer of Rumpus Writing and Editing LLC, which she began in 2016. She and her team write more than 30 blog posts for their various clients every month. 
    Learn more about Sarah or contact her at sarahrumple.com.

  • 19 Jul 2018 5:32 PM | Sarah Rumple (Administrator)

    A message from the VetPartners president, Jeff Thoren:

    Reflecting back on the Mid-Year Meeting, all I can come up with is the word "WOW!" My intuitive sense is telling me that it's one of the best VetPartners meetings I've ever attended while my brain is trying to find the words to support and explain that gut feeling. Perhaps it's just that the collegial, fun, and intellectually stimulating nature of our gathering is still fresh in my mind? Maybe it's that I thought that this year's line up of Hot Rocks presentations was one of the most diverse, timely, and thought provoking that we've ever had? Of course, it could be that there seemed to be an endless supply of shrimp and crab legs at the Care Credit reception! I think, though, that it's more than all of those things.

    At some point during our two days together it dawned on me that VetPartners, in my experience, is truly a special organization. Together, we are truly aligned around our mission of being and acting "for the good of the veterinary profession." That alignment is, unfortunately, an uncommon experience in many organizations but, for us, it's palpable and real. And it feels REALLY good!

    And, in addition to rallying around a compelling purpose, it's also striking to me how our gathering in Denver reflected our VetPartners core values. Let's go down the list ...

    Core Collaboration — Working together, we are more productive and can offer greater benefits to the association, our clients, and the profession.

    Check! We saw evidence of this in several Hot Rocks presentations and our Appreciative Inquiry work at the beginning of the year clearly established that, to the degree that VetPartners members connect and collaborate, good things happen! 

    Community — Creating an environment built on trust, compassion, and respect and by embracing our diversity, we can rely on each other for support, growth, and feedback.

    Check! As humans, we are designed for community and belonging. It seems to me that VetPartners is a place where that need is being met and our community is growing stronger year after year.

    Advancement — Continuing our personal and professional educational growth, we can better serve each other, our clients, and the profession.

    Check! This has always been a strength for VetPartners from my perspective and, due to the collective efforts of everyone in the organization, we continue to get better and better at it. From the educational content of our meetings to individual members supporting each other's growth and development, we see evidence of this value everywhere.

    Responsibility — Accepting our duty as leaders in our areas of expertise, we can raise business practices and standards for the profession.

    Check! Not only are individual members taking responsibility for making a difference for the profession in their areas of expertise, but they are also contributing their passion and initiative in ways that are contributing to the growth and continued success of VetPartners. We are developing a greater capacity for collective leadership as an organization!

    Integrity — Conducting ourselves and our businesses with the highest principles and professional standards, we will exhibit ethical, honest behavior at all times.

    Check! While reciting the VetPartners oath together at each meeting during our new member pinning ceremony can seem a bit dorky, it's an important reminder about the importance of this value. I'm proud to be affiliated with a group that sets the bar high when it comes to ethics and integrity.

    Thanks to each of you for being committed to our common purpose and for honoring our shared values! Thanks also for your willingness to share your gifts and talents to help continue to build a strong volunteer organization. I'm honored to be serving as your President and look forward to sharing more "WOW" experiences together in the future ... "for the good of the profession!"

    —Jeff Thoren, DVM, PCC, BCC, 2018-19 VetPartners President

    The meeting in a few photos

    (Find more on the VetPartners Facebook page!)

  • 03 Jul 2018 5:00 PM | Sarah Rumple (Administrator)

    It's officially July, and that means the heat is on as the VetPartners Mid-Year Meeting quickly approaches. 

    And, while the forecast is literally looking hot next week in Denver, we think our Hot Rocks presentations, with their abundance of bright ideas and hot topics, have something to do with the expected 90+ degree temperatures.

    Here's a glimpse into the sunshine happening this year in Denver.

    What: Return for Care: Community Model for Post-Adoption Veterinary Care
    Who: Jane Brunt and Clint Latham
    Why: You'll learn how pet lovers and veterinary professionals can work together in communities so everyone wins. More pets will get care, more people will have healthier pets, and more veterinary professionals will experience personal satisfaction and well-being.


    What: In Anticipation of the Tipping Point
    Who: Mark Hafen
    Why: Is small the new big idea in veterinary medicine? Small practices are important to the veterinary industry's future. Discover why building small helps owners net more per square foot than the big guys. Walk away with a checklist to help you acquire and renovate a project and a plan for designing an effective small veterinary hospital.


    What: Rocky Mountain Veterinary Professionals: Lessons Learned in Building a Regional Networking Group
    Who: Wendy Hauser
    Why: How many people in your community spend their days serving veterinary professionals and helping them improve their practices? The answer might surprise you. Learn how regional networking will increase referrals, grow your knowledge about industry topics, help you build valuable professional relationships, and much more.


    What: Conflict Transformation: Can't We All Just Get Along?
    Who: Bill Kearley
    Why: Communicating successfully is a learned skill. Learn the four key components of Marshall Rosenberg's Nonviolent Communication Process (NVC) and how implementing this process in your personal and professional life can provide great payoffs and transform conflicts as they arise.


    What: Finding the Path to Honor Ourselves as We Live the Veterinary Oath
    Who: Kimberly Pope-Robinson
    Why: Maintaining overall well-being is a real struggle for many veterinary professionals. Learn how to help yourself, your clients, and your team honor the veterinary oath while finding and following a framework to longevity and sustainability within the veterinary industry. 


    What: Blending Social Impact and Financial Return: Alternative Ownership Approaches for Veterinary Clinics
    Who: Travis Potter
    Why: As consumers are constrained by the cost of veterinary services, more pets go without veterinary care, and many veterinary professionals struggle with mental health issues, we can't help but wonder: Are we doing this right? Learn how alternative business models and ownership structures could improve access to veterinary services while also improving satisfaction for veterinary practitioners.


    What: Hiring in the Veterinary Profession: Why Lack of Speed Kills
    Who: Stacy Pursell
    Why: We are deep in the throes of a candidates' market. Discover how employers can (and need to!) make adjustments so they can consistently hire (and keep!) top talent and become an employer of choice. You'll walk away with a comprehensive plan to shorten the hiring process and make it more engaging and effective.


    What: The Psychology of Customer Acquisition
    Who: Robert Sanchez
    Why: Most people don't choose to do business with you because you're the least expensive or because you're conveniently located. They choose you because they trust you. Decision making is emotional. Learn how and why some practices are effective at cultivating relationships and growing while others fall short. 


    What: The Data Behind Loyalty Programs
    Who: Stacee Santi
    Why: If you've ever bought nine of anything and received your tenth of that same something for free you understand how loyalty programs work. Learn the psychology behind loyalty programs that influences today's client and find out how a loyalty program impacted client visits, service consumption, and practice revenue for 28 practices over 12 months. 


    What: Benchmark Based Profit Builder 
    Who: John Sheridan
    Why: We've all heard that veterinarians want to practice medicine, they don't want to run a business. But, the two go hand-in-hand. Learn how owners, managers, and team members can work together to take a systematic approach to identify and correct any underlying business-related issues and improve profitability. 


    What: How to Make Emotional Connections in Your Marketing (without it being like a Sarah McLachlan commercial)
    Who: Craig Spinks
    Why: Appealing to your audience's emotions (and doing it well) is difficult. Discover a simple process for identifying, capturing, and communicating emotional content while remaining genuine (not melodramatic). 


    What: Making $#!T Happen for Practices: Using Data to Increase Compliance and Revenue
    Who: Martin Traub-Werner
    Why: Because the title contains the word "$#!T." And, because data works. Learn the methodology, replicable process, and results of our preventive care studies that have increased compliance and practice revenue. 


    What: Where's the Relief? Shining a Light on an Underserved Veterinary Professional Niche
    Who: Cindy Trice
    Why: Veterinary relief services are desperately needed yet are underutilized, underrepresented, and misunderstood. The need for this business-to-business service is growing along with the exploding pet population and levels of compassion fatigue and career burn-out. Learn the benefits of being a relief vet, utilizing a relief service, and more.


    What: When Overachievers Become Underperformers and What to Do About It
    Who: Jess Trichel
    Why: Why do some of the brightest people underperform? We'll explore some of the root causes of underperformance and discuss how this impacts the veterinary profession. You'll learn how to help those underperformers achieve greater success.


    What: Improving Mental Health and Well-Being in the Veterinary Practice 
    Who: John Volk
    Why: Mental health has become a high-profile topic in the veterinary profession. Learn key findings of a mental health study conducted by Brakke Consulting, Merck Animal Health, and the American Veterinary Medical Association (AVMA), and discover tools that individual veterinary professionals can use to improve well-being.  


    Learn from your best and brightest peers serving the veterinary profession at the VetPartners Mid-Year Meeting, July 11-13, in Denver, Colorado. Register now! 

  • 09 Jun 2018 4:42 PM | Sarah Rumple (Administrator)

    Have you heard? There's a big event coming up!

    WHAT: The VetPartners 2018 Mid-Year Meeting
    WHERE: Westin Denver Downtown, Denver, Colorado
    WHEN: July 11-13, 2018
    WHY: Below are 8 reasons you shouldn't miss THE EVENT for veterinary practice management consultants and industry experts:

    #1: The networking can't be beat.

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    Making your way in the world today takes everything you've got... Taking a break from all your worries sure would help a lot... Wouldn't you like to get away? Sometimes you wanna go where everybody knows your name... And they're always glad you came. 

    At the VetPartners Mid-Year Meeting, everyone will learn your name in no time (if they don't already know it), and they'll all be glad you came (especially you). 

    #2: You'll get smarter.

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    Whether you're interested in helping your veterinary clients with setting up loyalty programs, connecting with pet owners on an emotional level, or improving mental health and wellbeing in the veterinary practice, you'll walk away from the Mid-Year Meeting armed with powerful knowledge that will help you and your clients.

    #3: The Hot Rocks topics are seriously hot.

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    The VetPartners membership consists of some of the highest caliber professionals in the industry, and a few of those members will be focusing on the hottest topics affecting veterinary professionals and their businesses today. Here's a glance at a few of the Hot Rocks topics:

    • Hiring in the Veterinary Profession: Why Lack of Speed Kills
    • The Psychology of Customer Acquisition 
    • Making $HIT Happen for Practices: Using Data to Increase Compliance and Revenue
    • Blending Social Impact and Financial Return: Alternative Ownership Approaches for Veterinary Clinics
    • Conflict Transformation: Can't We All Get Along?

    #4: You won't have FOMO if you're not actually missing out.

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    No need to sit on your couch with a glass of wine all by yourself on July 11 with tears streaming down your face as you scroll through your Facebook newsfeed and see all the fun photos from the meet-n-greet reception. Instead, you'll be in those photos (but you'll probably still have a glass of wine).

    #5: You'll get to let loose.

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    Two words: CareCredit Social. It's practically a famous event, and it never disappoints. Don't miss this unforgettable reception on Friday night from 6 to 8 p.m. 

    #6: Location, location, location. 

    Denver is one of the most beautiful and lively cities in the country, and we get to hang out there during our meeting this year. How lucky are we? 

    #7: Live music from VetPartners' very own band, the No-Lo Prophets.

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    During the Thursday evening reception, our very own No-Lo Prophets will be providing the musical entertainment. (Want to contribute your musical talents? Contact Deb Stone!)

    #8: Did we mention the networking? 

    HOW: Register here! (Before June 18, members pay $395. After June 18, members pay $445. Non-members pay $695. Registration fee includes the exceptional education, a meet-n-greet reception on Wednesday, and breakfast, lunch, and receptions on Thursday and Friday.)

    See you in Denver!

    VetPartners photos courtesy of G. Lynn Davis.

  • 20 Mar 2018 6:43 PM | Anonymous

    The 2015 annual AAHA/IDEXX Laboratories State of the Industry included an analysis of 1,001 clients to determine factors that owners rank as critical in strengthening their bonds with their veterinary hospitals.  One was forward booking appointments.

    “Forward Booking” appointments is the practice of scheduling the patient’s next appointment before the client leaves the hospital. Forward booking appointments is a relatively common practice for medical re-evaluations with approximately 76% of hospitals reporting this practice, yet recent data suggests that only 11% of veterinary hospitals are utilizing this approach for semi-annual and annual preventive care examinations . What are the barriers to forward booking appointments?

    1. Perception

    My previous role as a technical service veterinarian provided a tremendous opportunity to discuss veterinary business operations and management with a broad range of practitioners and managers.  When forward booking appointments came up, the reaction was often negative, with the owner or team member stating, "their clients don't want to do this."   According to the State of the Industry report, “6 of 10 pet owners said they would forward book their next appointment before leaving the practice. In fact, nearly half of all pet owners said they prefer to as long as a reminder is given.”

    2. Process

    Implementation of forward booking appointments can be overwhelming.  Follow these steps to incorporate this practice into your hospital's daily operations:

    A.     Obtain buy-in from the team.

          Explain to the team that clients want tools to simplify preventive care.  Forward booking is one such tool.

          Discuss the findings of the State of the Industry report. Despite our perceptions, the majority of clients are used to this method in their everyday lives (example: human dental appointments) and like it. 

          Discuss the benefits to the team in forward booking appointments. Possible benefits include better, more timely care for pets, less overdue reminder phone calls to make (consistently a least favorite staff activity!) and an appointment schedule that runs more smoothly because preventive care visits are scheduled in advance.

    B.     Ask your team what concerns they have with forward booking appointments? For this system to be successful, the staff must have their worries heard and solutions brainstormed by the team.

    C.     The hospital must have an appointment schedule that is consistently available one year in advance.

    1)     Designate a team member to be responsible for inputting the normal hospital operations schedule for the next 13 months.

          Your hospital doesn't use a computer based appointment scheduler?  No problem, just purchase the paper scheduling system for the following year.

    2)     Select a day of the month that that team member will be responsible for updating the schedule so that it is always complete for a year in advance.

          The schedule is updated one month at a time within a designated period.

    3)     Objections that might arise:

          We don’t know what the doctors’ schedules will be. The hospital appointment schedule is relatively stable.  The doctors are routinely scheduled, and adjustments are made to the timetable as needed.

          It takes a lot of time to input the hospital schedule. There is an initial time commitment.  Once the schedule is in place for 13 months, it requires minimal time to update it one month at a time.

    D.    Communicating the new policy with clients

    1)  Decide who will explain the new procedure to the clients.

          Will this be the responsibility of the technician, customer service representative (CSR) or doctor?  Clear communication is critical to success.

          My hospital successfully implemented this process in 2012.  What worked well was when the doctors initiated a brief conversation with the clients explaining that we were beginning to schedule preventive care placeholder appointments in advance.  The doctors went on to explain that my CSR would schedule that appointment before they left.  It was extremely uncommon that any client objected.

    2) Decide what will be said when forward booking the appointment:

          When clients understand the “why” behind the recommendation, there is better adherence:

    “Mrs. Smith, we are committed to keeping Fluffy healthy and happy. Because animals age faster than humans, regularly scheduled examinations are necessary to detect diseases early. Dr. Hauser would like to see Fluffy in 6 months, which is the first week in February.  How does Tuesday, February 2 work?

    3)  Tell the client that they will receive a reminder two weeks before their appointment.  If the appointment is not at a convenient time, rescheduling during the reminder call is easy. 

          It is important to ask clients how they prefer to receive their reminders: phone, text, email or postcard, and honor their preferences.

          Design a process for reminding owners.  Who is responsible for confirming the appointments? Confirmation is one of the most important parts of forward booking, because non-reminded clients may not show up for the appointment.  It is also an important aspect of customer relationships to make these phone calls.  Clients don't enjoy missing appointments; the embarrassment they might feel could cause be detrimental to client bonding.

    4)  Differentiate forward booked appointments

          Use color coding to designate forward booked appointments.  It is necessary that forward booked appointments are easily recognizable so that the advance reminder notification occurs two weeks before the scheduled appointment.

          By color coding forward booked appointments, the hospital management can track the number of "no shows."  "No shows" are an important metric; above 10% missed appointments would indicate that the reminder process needs to be modified.

          Establish team goals for forward booked appointments, both made, and the percentage kept.  Celebrate successes as a team!

    When animal health care teams embrace the concept of forward booking, everyone wins.  Our patients receive more consistent and timely healthcare; clients are appreciative of the ease of scheduling, and teams benefit from smoother day to day operations with more visits.


    EXAMPLE: Procedures Guidelines Forward Booking Appointments

    Team member responsible: Sally

    1)  Initial Action Step: On August 25, 2017, Sally will input the hospital's appointment schedule for the next 13 months, so that appointments could be booked from September 1, 2017, through October 31, 2018. 

    2) Repeating Action Step: On or around the 25th of each month, beginning on September 25, 2017, Sally will add input an additional month’s schedule, so that on September 25 she will be updating the schedule to include November 2016. 


    By entering the schedule initially to include 13 months of appointments, clients can appropriately be forward booked for appointments occurring in 12 months.

    By designating a particular time of the month for Sally to update the schedule, the process of maintaining adequate appointments for forward booking is ensured. 

    3) Sally will program color codes for all forward booked appointments in the computer.

    3) Doctors explain to clients when they would like to see the pet next and that the appointment will be scheduled by the CSR (customer service representative) before they leave.

    4) CSR schedules forward booked appointment.

    5) Two weeks before the forward booked appointment, the CSR reminds clients of their appointment, including what services are due. If the client does not confirm the appointment, make two additional contact attempts. 

    6) The hospital manager tracks the number of forward booked appointments that are kept compared to "no shows."  If there are >10% no-shows, modification of the reminder process is needed.


    1.  https://www.aaha.org/graphics/original/professional/resources/library/


    2.  Forward Booking Appointments, Partners for Healthy Pets. http://www.partnersforhealthypets.org/Tool_Track.aspx?id=370

  • 14 Mar 2018 6:39 PM | Anonymous

    Hiring the right people is NOT easy. If it were, every company would be doing it. Obviously, this is not the case. However, you're not concerned with every company—you're only concerned with your business, and rightly so.

    Unfortunately, the hiring process is like any other: the people involved in it are susceptible to forming habits. Habits can be both good and bad, but when it comes to the hiring process, bad habits are easy to cultivate.

    To change, identify bad habits, stop doing them, and replace them with good ones. Then, practice those good habits until they become second nature. That, all by itself, will improve your hiring process. Sounds easy, yes?  But what if you don’t know what is going wrong?  If you have trouble identifying bad habits – those that keep you from getting the results you want – you’re not alone.  It can be difficult to understand how you are contributing to problems without the help of a professional, However, by incorporating these tips into your hiring regimen, you may find you rid yourself of bad ones you didn’t even know you had!

    What are the essential habits you should practice? Here are three that will immediately improve your hiring practices and the quality of your hires.

    #1—Know the job description and position thoroughly.

    Job descriptions are "ground zero." If you "miss the boat" at this early stage, then it almost doesn't matter what you do the rest of the way. You can't have a fuzzy idea of what the person will do within this role. You need to know what they will do exactly, including all of the duties and responsibilities involved.

    Only then can you formulate a crystal-clear profile of the ideal candidate, including their skill level and experience, as well as their soft skills and interpersonal prowess. After all, it's difficult to precisely hire what you want if you don't know what you specifically want.

    #2—Assemble an interview TEAM.

    Having just one or two people interview the candidate is a mistake, especially if the people will be directly involved with the position in question. You not only need to have multiple people interview the person, but they must also represent a cross-section of your organization.

    People from other departments should be involved, including those who can bring a different mindset and mentality to the task of deciding if this person would be a good fit.

    #3—Have a conversation, not an interrogation.

    You need to know as much as you possibly can about each candidate. How do you acquire that knowledge? By getting them to open up about themselves, and the best way to do that is to get them to relax and lower their defenses. You want the person to talk about not just their professional goals, but also about what motivates them and even their weaknesses.

    The goal is to have a candid conversation, not a one-sided discussion. If a member of your team is particularly warm and inviting and able to make candidates feel at ease, then consider letting that team member talk with candidates first.

    The list above represents three good habits that every organization should incorporate into its hiring process. Before you can make them a habit, though, you have to implement them and utilize them at least once.

    If you have questions about your company’s hiring process and what you can do to improve it, then consider reaching out to a search firm with the experience necessary to help identify and recruit the best candidates in the marketplace.

    Copyright 2017 Stacy Pursell

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