In this episode, we explore the often-overlooked goal for reputation management, urging listeners to set specific goals for improving their practice's reputation in the upcoming year. While financial considerations usually dominate goal setting at the start of a new year, there are internal strategies that can maximize the strengths of a practice. Client care and efficiency go a long way in improving how the practice is seen externally. It can be easy for a team to spiral after a negative review which causes us to lose sight of the positive ones.  Today’s guest is Alex Brannon, a CVPM and Director of Operations at Lafayette Veterinary Hospital in Louisiana. She began her Vet Med career in doggy daycare 15 years ago and developed from there. She has been in her current practice for 10 years and enjoys helping the team grow in their communication styles. Focusing on our communication allows us to build a strong and positive professional image and reputation in the community.   Show Notes: [2:29] - Alex shares that five years ago, the practice was set on excessive people-pleasing. Now after the pandemic and shifts in the industry, it has changed a bit. [3:16] - Balance is key. We can’t overpromise and underdeliver. [4:14] - When it comes to communicating with clients, emotions can be high and tense on both sides of the counter. [7:17] - Alex explains how they manage complaints and address staff reporting and training. [8:53] - Transparency, including the negative points, is crucial. [10:09] - Wait time is important to keep in mind, but it is important to be realistic and communicate openly with clients. [11:50] - When clients complain or leave negative reviews, we tend to dwell on it for a long time and forget the positives. This is unhealthy for the team. [14:07] - Role playing and practice conversations are valuable but they need to be realistic about those hard conversations. [15:35] - Marketing has changed in the last few years. Social media and handling reviews builds reputation in the community. [18:07] - People in the community will support the business when they see involvement and not just a marketing scheme. [20:11] - Part of our reputation is being real people and building relationships. [23:02] - If you are asking your team to be transparent, it has to start at the top. [28:26] - Things are different since pre-pandemic years. We need to plan for that.   Thank you for listening. Remember you are not in this alone. Visit our website for more resources.   Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin