Veterinarian 31 South 2nd Ave Highland Park, NJ 08904 Phone: 732-247-3737 Email: email@example.com
Dr. Madan Kharé has been a practici veterinarian for 35 years. He is the owner of Highland Park Animal Clinic and director of VetMedConsulting.com, located in Highland Park, (Central) New Jersey.
He obtained his doctorate in veterinary medicine from AgraUniversity in India, where he was recipient of five gold medals for his scholastic achievement. He also obtained his two-year diploma in Administration (supervisors training) based on University of Illinois Land Grant Outline.
After successfully passing with the highest score in the competitive exam, he obtained his 2 years Masters degree in Veterinary Microbiology from Indian Veterinary Research Institute (Agra University, India).
He taught Microbiology at the College of Veterinary Medicine in Agra, India for one year. Dr. Kharé completed further studies in veterinary medicine at the College of Veterinary Medicine, University of Pennsylvania, and Animal Medical Center of New York City.
Dr. Kharé is an AAVSB RACE as well as State of Florida DBPR approved continuing education provider. He is a member of AVMA, and NJVMA and is a practice management consultant.
Dr. Kharé obtained his Masters and Ph.D. degrees in Microbiology from Rutgers University, New Brunswick, New Jersey. He completed his post-doctoral studies at Rutgers in Microbiology. While at RutgersUniversity, he taught undergraduate and graduate courses for five years in Biology, Microbiology, and Mycology. He also served in charge of diagnostic lab and Assistant Coordinator for the NE76 Grant at Rutgers Agriculture Experiment Station. He served as an acting pre-vet student advisor in the Department of Animal Science at RutgersUniversity.
Dr. Kharé was director of the virology lab at NJ State Department of Human Health; was research immunologist at Princeton Diagnostic Lab; and director of research and development in Millsboro, Delaware.
He was a member of the Economic Development and Financial Committee of the Borough of Highland Park. In June 1992, Dr. Kharé received a plaque from Borough of Highland Park for delivering faithful services to the people of Highland Park.
In 1992, NJ Governor Florio appointed Dr. Kharé to the Governor’s Advisory Council for Human Lyme Disease for a four-year term.
He was advisor and consultant to the mayor of mayor of FranklinTownship, NJ.
In 1993 he was presented with a Key to FranklinTownship, New Jersey in recognition of his outstanding community service.
Dr. Kharé was Executive Editor of a weekly newspaper in SomersetCounty (population 55,000), New Jersey, The Somerset Spectator. He was also Publisher and Executive Editor of a 90-100-page international computer magazine, Clarion for Windows Journal. He has also published popular articles in DVM Newsmagazine and Veterinary Economics. He was publisher and editor of a monthly online newsmagazine Highland Park Today; and an online veterinary practice management newsmagazine. He has also been a contributor and speaker on the local radio talk show and seminars.
On March 22, 2001 Dr. Kharé testified against the Bill # A3194 in front of New Jersey Congressional and Consumer Affairs Committee on Regulated Professions.
In February 2002 he was a participant and presenter to the White House Commission on Complimentary and Alternative Human Medicine Policy in WashingtonD.C.
Dr. Kharé has written 2 research theses, over a dozen scientific publications, many popular articles, and over 150 articles and over 50 PowerPoint slide presentations on various aspects of veterinary practice management.
He has been a speaker on how to protect the veterinary practice and the patient medical record at the 2004 North American Veterinary Conference in OrlandoFlorida, the 2004 American Veterinary Dental Forum in Fort WorthTexas, and the 2008 Wild West Veterinary Conference in RenoNevada.
Dr. Kharé is the writer, designer, and developer of “PCVET”, a veterinary practice and medical management software for companion animal veterinary hospitals. He has developed programs suitable for small animal general and specialty practitioners, including specific modules suitable for Dentistry, Holistic, and House Call veterinarians. He also developed programs for Equine and Equine Dental practitioners.
Members of the PCVET Software family (PcvetUsa.com, PcvetSoftware.com, and PcvetEquine.com) are currently being used by practicing veterinarians nationwide.
In addition to working as a veterinary hospital practice management consultant, Dr. Kharé voluntarily assists his colleagues, his clients, and other community members in their personal and professional endeavors.
Can Make Your Blood Boil Don’t Let Them Get To You By Dr. Madan L. Kharé Veterinarian (First Published In 2004)
In a customer service oriented business such as veterinary medicine, it’s easy to be nice when the pet owner is happy, cheerful and is nice to you. But it’s inevitable that you are bound to come across surly clients. When belligerent or angry clients call or come into the hospital, one has to work a little harder to respond in a cheerful manner.
Angry clients have the added stress that they are worried about their beloved family member, who may be sick. Clients often lash out when they’re frustrated. Usually this problem has nothing to do with you at all, so you must not take it personally. You just happen to be the nearest target for them to express their dissatisfaction. Whether the client is upset at you, at one of the veterinarians or other staff members, or an outside source such as their spouse or boss, etc, there are certain steps you can take to help alleviate some of their stress (and therefore, your own).
When having a conversation face to face with someone, the words you speak are only a tiny portion what the other person “hears”. The client is also paying attention to the way you speak, the tone of your voice, and even more so, they consciously or unconsciously observe your body language. Therefore, when communicating with clients, and especially angry clients, you have to pay particular attention to the way you present yourself.
HOW TO DEAL WITH ANGRY CLIENTS:
1. If the pet owner calls and is angry or upset, make sure that you stop whatever else you are doing and give them your undivided attention. It’s very obvious to the caller when the person they are talking to is distracted. You’d be surprised, but it helps to use positive body language. Even though the client can’t see you, they will notice and appreciate it. A soothing tone of voice and smiling as you speak into the telephone will be very effective in reassuring them. They just want to be heard and respected.2. Speak slowly, clearly and articulately. People who talk too fast are thought of as untrustworthy.
3. Ask specific questions to ensure that you understand what the client wants. Remember that each and every client’s concerns are valid and worthy of your attention. Repeat the problem, as you understand it.
4. If a client starts yelling, don’t panic. Take a deep breath and maintain your composure.
5. Don’t make excuses, blame others, or act defensive. Do apologize. Even if the problem is not your fault, an apology to disgruntled clients about their situation can help to appease them.
6. Don’t use the word “no” or tell the client that what they want “can’t be done”. Tell the client that you will take steps to solve the problem. Do it with a polite, professional, respectful, empathetic and positive demeanor. If you can’t give the client what they want, tell them what you CAN and WILL do.
7. Choose your words carefully. Avoid phrases like “You’ll just have to” or “You need to do this”. Offer suggestions and alternatives that will give the client a sense of power and control in the situation. Reiterate the solution and confirm that they agree with it.
8. Don’t get angry or in a shouting match. Always remain courteous, and maintain your sense of humor. If a client becomes verbally abusive, try to tune out and ignore the insults and slurs. It’s hard for them to continue a one-sided argument.
9. Don’t “pass the buck” onto the next person unless it becomes absolutely necessary. If the situation warrants the attention of your hospital manager or attending veterinarian, let the client know that you are going to have so and so speak with him or her personally, and explain why you are doing so. Inform the manager or veterinarian of the nature of the problem before handing over the call.
Clients are the number one priority of any service provider. The disgruntled client is typically in the minority, and if you notice that your practice has more than your share of these clients, you will need to evaluate how you and your staff handle such clients. Keep in mind that when clients are dissatisfied, whether their reasons are real or perceived, if they don’t return to your practice, you will never have the opportunity to right a wrong situation.
Can Make Your Blood Boil Don’t Let Them Get To You
DEALING WITH COMPLAINTS by Dr. Madan Khare' Veterinarian
If a client’s expectations are not met, they may choose to ignore it, complain about it, retaliate by telling others (or seek legal action!), or more likely to withdraw from the relationship. Clients often don’t complain because they think it will do no good or they are not sure how to voice the complaint. The cause of most stressful situations is poor communication!
HOW TO MASTER RECOVERY SKILLS
Dissatisfied clients have several desires:
1. To be listened to and taken seriously 2. To have you understand why they are upset 3. To receive compensation 4. To have the problem handled quickly 5. Future inconvenience avoided 6. To be treated with respect 7. Assurance it will not happen again
A FEW THINGS TO REMEMBER ABOUT COMPLAINTS AND COMPLAINERS
1. Don’t take it personally 2. If you have tried your best to satisfy, that’s all you can do 3. Don’t rehash the experience…what’s done is done 4. Use every client contact as an opportunity to improve your professionalism 5. Clients want to remain your client 6. Clients are giving you another opportunity to make it right 7. Most clients want to be fair, if they feel they are being treated fairly
STRATEGIES FOR CONTROLLING ANGER INCLUDE
1. Choose not to return aggression for aggression. 2. Acknowledge feelings and emotions. 3. Ignore the excessive, erroneous, sarcasm, and exaggerations. Choose what you respond to. 4. Don’t pass the buck.
PROTOCOL FOR HANDLING COMPLAINTS
1. Isolate the client. 2. Give the client your undivided attention. Document. 3. Don’t assume anything. 4. Stay calm. 5. Acknowledge the client’s anger. 6. Listen actively. 7. Involve the client in finding a solution. Suggest alternatives. 8. Never leave the problem unresolved. 9. Thank the client for bringing the problem to your attention. 10. Do something extra. 11. Follow-up.
CLIENT COMPLAINTS: Blame it on someone/something not associated with your clinic. Some examples would be:
DON’T: Be defensive, take it personally, deny it, make excuses, judge, blame, bring up the past, blame it on “company policy.”
COMPLAINTS: What to do
DO: Choose your words carefully avoiding negativism, only say what you can do, acknowledge any truth to the complaint, avoid actions that worsen the situation, provide a timeframe for action, offer alternatives, find someone else to solve the problem if you can’t.
ABUSIVE LANGUAGE SHOULD NOT BE TOLERATED.
Remind yourself that the anger is directed at the system, not you personally. Since we cannot control the other person’s thoughts, words, or behavior; we must control our own. Let the client know you will handle the problem in a mature manner: “It is impossible to continue the conversation as long as you use abusive language, what would you like for me to do?”
There is magic in listening and agreeing. Clients tend to calm down if they feel you are looking out for their best interest. They also tend to be less vulgar when they see you documenting on paper.
This group of people always look for someone else to blame, never admit fault or take responsibility, have strong ideas of what others should do, and complain at length. Some strategies include listening actively, establishing the facts, resisting the temptation to apologize, force the complainer to pose solutions, and determine the client’s value to the practice. Firing undesirable clients can sometimes result in respectful, good clients. Be firm and set conduct guidelines of courteous handling of future problems. If the client threatens legal action, stop trying to resolve the problem. Implied promises make a reasonable settlement difficult. Instruct the client to speak with your attorney.
It is important to remember that complaints are good for the practice in that the client is allowing us the opportunity to make it right. It also allows us to know problems that can also affect other clients, even though they may not totally defect from the practice. It is comforting to know that most client complaints have positive resolutions that can result in clients that are more bonded to the practice than even before the complaint was made known.