title: People: the keys to profitability.
abstract: Various studies report that investment in people pays off two to one over other capital investments. Because business is fundamentally a matter of relations among human beings, training is essential for the development of the practice staff to effectively work together and give quality service to clients. Interpersonal skills are essential, as illustrated in the Gallop Poll organization discovery that most customer service in America is poor and that much of it is awful. This report enumerates five steps to aid in the development of the practice staff to be able to meet the expectations of the client so that each client visit is a pleasant, educational, and rewarding experience. The five steps are (1) developing rapport, (2) creating a professional presence, (3) focusing on getting and giving information, (4) showing how much you care, and (5) placing a high priority on staff training.
authors.affiliation: ExecuTrends Executive Education Firm, Mesa, AZ, USA.
authors.forename: R L
authors.initials: RL
authors.lastname: Russell
mesh_terms: D000818:Animals; D001291:Attitude of Health Personnel; D003258:Consumer Behavior; D006762:Hospitals, Animal; D006801:Humans; D007318:Inservice Training; D007398:Interpersonal Relations