Lots of veterinary centre owners with years of experience behind them freely admit that the most irreplaceable person on their team is a good receptionist. In addition to being the face and voice of the company portrayed to clients, reception staff are responsible for efficiently managing the centre’s schedule, with the consequent impact on the internal organisation of work.

A veterinary clinic, like any company, may have a high revenue, that is, a high level of income, but on the other hand its profitability may be very low (even negative). Despite a high income, it is also possible to have insufficient cash to deal with payments or any unforeseen events.

We are all aware of the importance of client service protocols during consultations. Working protocols are a fundamental part of process improvement at veterinary centres, just like any other company: the introduction of suitable working protocols increases efficiency and, in terms of client care, it ensures vets portray a consistent and professional image.

There is little value in mastering the numbers and their interpretation if we forget the people behind them. In fact, the numbers are a consequence of how people behave. They are not a target in themselves, but a means of attaining a better understanding of what is going on. So it is important to remember a series of basic people management rules that successful managers learn to respect. Here we present seven keys to effective people management.