Evan Kanouse

I'm the Hospital Administrator at Brook Farm Veterinary Center! Fan of Wes Anderson movies, good books and rainy days (preferably all of the above.) Passionate about talking and teaching about what matters. Obsessed with all things veterinary medicine. Perfectionist. Overachiever. Mentor. Motivator.

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Quick question: Did you lose your dog today?

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It looks like Nettles likes Dan Brown just as much as I do. :)

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7 Things Great Leaders Always Do (But Mere Managers Always Fear)

Are you a great leader or just a mere manager? Here's how to tell the difference.

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On his way to work! :)

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Beautiful day on the Hudson with Nettles!

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The warzone after a busy day of surgery! Shout out to our Animal Care team for getting us back to working order again! #formerlyknownastreatmentarea 

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Courtesy of: http://dogsinneedofspace.com/

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A Precarious Preceptorship

I am currently studying to become a veterinary technician. As a part of my education, I need to complete a preceptorship at a local veterinary practice. I am researching and planing to interview at two to three practices. The problem is that, after doing my research, one of the practices has pretty bad reviews. How do I deal with this? I don’t want to give the practice the wrong impression during my interview, but I also don’t want to get involved with a practice I won’t be happy at.

It’s clear that you’re in a precarious situation. It’s admirable that you’ve done your research and made an effort to “pre-interview” the practices you’re going to be speaking with. As the person on the other side of the desk, it’s always clear to me when an interviewee has spent some time on our website and is prepared to ask us a few questions about what they’ve found. It shows interest in the position and that you’re taking the process seriously, that you value their time and respect the work of their team. 

With this being said, it is my guess that not all practices recognize or appreciate the “pre-work” of an interviewee. As a result, if you don’t handle this situation delicately, you run the risk of being perceived as someone who “knows better” than the person conducting the interview. Further, questions about negative reviews are always a touchy subject: you’re dealing with emotionally charged situations that are sometimes ridden with denial (on the side of the client and/or the practice.) 

Before you go in for an interview, do some investigative work and ask yourself the following questions:

Do the positive reviews outweigh the negative?

Does it look like the practice actively looks for reviews? (i.e. Do they have a spot on their website for clients to fill out a survey?)

Has the practice publicly responded to these negative reviews? (This is perhaps the most important thing to look at.)

Is the website up to date? Does the practice use social media?

Are they AAHA-accredited? (Important but less common - only about 12% of practices achieve accreditation.)

My advice to you: The truth hurts. The interview process is a two way street. Ask the practice a few questions that you already know the answer to and see how they respond. See if what you've found online matches up with the way the practice presents their self in person. The research you do in advance will show your interest and help you set the tone for the interview. 

As a veterinary technician student, you are charged with the responsibility of changing the industry for the better; promoting remarkable customer service and excellent patient care. Get the most out of your preceptorship by spending it with a practice who cares about their clients on and off the web. 

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I am currently studying to become a veterinary technician. As a part of my education, I need to complete a preceptorship at a local veterinary practice. I am researching and planing to interview at two to three practices. The problem is that, after doing my research, one of the practices has pretty bad reviews. How do I deal with this? I don't want to give the practice the wrong impression during my interview, but I also don't want to get involved with a practice I won't be happy at.

Veterinary Technician Student

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"You don't chew magnets, especially ones with John Lennon on them!"

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#overseen on notes from our lecture on client perception. #vettechsruntheworld

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RT if you agree that #consistency is the key to success! #veterinary #leadership

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Learn the good, the bad, and the ugly truths of how consumers--and their future spending--are impacted by the customer service they experience.

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How to Be a Client Service Superstar

We've been doing a lot of talk of our 'ethos' behind the scenes here at Brook Farm. In a way, we always have been and always will be talking about it. Ethos is a Greek word meaning "character" that is used to describe the guiding beliefs or ideals that characterize a community. The Greeks also used this word to refer to the power that one's actions had on other's emotions, behaviors and even morals. Early Greek stories, such as the Iliad and the Odyssey, exhibit this idea in a compelling way, showing through the course of narrative how one's own sense of character can influence that of those around them. 

I was speaking with our medical team the other day and someone mentioned that "veterinary medicine isn't a career - it's a lifestyle." I couldn't agree more. Every single component of a veterinary practice requires 100% dedication on behalf of the team, or you will simply be unable to provide remarkable service. As the cliché goes, "Good isn't good enough." You need to be a client service superstar to make an impact.

I've assembled a list of the key character traits of current and future "Brook Farmers." This is what's at the core of our ethos as a team, community, and tribe of people. 

You go out of your way to make someone feel special.

You treat who's in front of you as if they're the most important person you've seen all day, devoting your full attention to every word they say.

You treat every client with the same level of respect and remarkable service, regardless of where they come from, who they are and where they're going. You don't let your own personal baggage or agendas impede great customer service.

You are accepting of difference and welcome it. 

You are kind to people who are cruel to you.

You give more than you get in return right away.

You care more about others than they may care about you.

You meet deadlines that are unreasonable, standards that are unparalleled, and exceed expectations regardless of circumstance.

You provide remarkable service when you're tired, overworked, hungry, upset, or lost.

You always find a way to get along with people that aren't like you.

You never take frustration out on a client, patient or coworker.

You're never too busy or swamped with work. 

You take on far too much yet accomplish it all.