As managers and leaders we face the uphill battle of balancing our staffing needs and resources to the wants and desires of our clientele. Creating a memorable client experience while maintaining a streamlined and efficient staff is difficult. Each always wanting and needing more. Maintaining an accurate pulse on your clients’ needs and wants is vital while working with your staff to prioritize the most efficient delivery systems to meet those needs. Rising staff costs and an empowered client base armed with more pet care service options than ever before, make this task quite daunting. In situations like these, when we are perched between a rock and a hard place I am inspired by Lee Iacocca who said “We are continuously faced by great opportunities brilliantly disguised as insoluble problems.” Being a "change-ready" organization is essential in today's experience-based economy. If you stay focused while you continue to improve, your clients will take notice. At the same time, positive changes and reorganization will benefit the staff. There is no silver bullet or magic pill that will make everyone happy. The key is to understand that it is a continual process with a target that is ever moving.
Brian C. Conrad, CVPM
President