Opening Shots columnist Dr. Ernie Ward answers your questions.

Q: I own a four-doctor clinic and recently overheard our new associate veterinarian complain about her paycheck to a couple of technicians. She told them that most of her classmates received a higher percentage of revenue and better benefits. We have a written policy of not discussing compensation with other staff members. What should I […]

Opening Shots columnist Dr. Ernie Ward answers your questions.

Q: We’re super busy and probably understaffed. I’m OK that we never get to eat lunch, but my boss gets frustrated when I sit down to grab water and snacks in between appointments. What can I do? A: I feel your pain and hunger. Tell your boss that I’m frustrated by the number of veterinarians […]

Opening Shots columnist Dr. Ernie Ward answers your questions.

Q: At least once a week, one of my friends on social media messages me to seek pet advice. Many of the conversations take considerable time. If I respond, “Go to your veterinarian,” my friend says I’m not compassionate. Am I a fake friend or is my friend asking too much? A: Real friends don’t […]

Opening Shots columnist Dr. Ernie Ward answers your questions.

Q: I have an employee who can’t take constructive criticism. When my practice manager talks to her privately, the meetings take forever and she is full of blame for others. How can I help her understand that we’re only trying to help? A: First, make sure your communication isn’t part of the problem. Delivering constructive […]

Opening Shots columnist Dr. Ernie Ward answers your questions.

Q: My best technician of 10 years is loved by our clients but hated by our staff. She’s patient and kind with pets but condescending and rude to other team members. I don’t want to fire her, but the situation is destroying my team. What do I do? A: Unlike Bigfoot and the Loch Ness […]

Therapeutic diets are a great way to treat pet obesity. Veterinary teams need to remember the three keys: patience, flexibility and creativity.

Pet obesity is a huge problem, with nearly 60% of all U.S. dogs and cats classified as overweight or obese in 2018. The Association for Pet Obesity Prevention, which I founded, conducts yearly prevalence surveys each October to measure not only the number of affected pets but also the attitudes and opinions of pet owners […]

Your reputation and credibility are on the line in today's world, so know how to request online reviews and respond to less-than-stellar comments.

I was wet, cold and slouched beside my broken-down car. Desperate for a tow truck, I pulled out my iPhone and Googled. In less than a second, I had three nearby tow services plotted on a map. Each was heralded by a string of stars. The first business boasted a 4.9-star rating from 56 reviews. […]

Insured clients, job satisfaction and our ability to provide the best care for pets are all intertwined.

“I can’t do this anymore. This is not how I thought my life would go.” Dr. B stared at the appointment schedule a moment longer before shrugging and walking to the controlled-substances cabinet. Her day would begin with a euthanasia, accented by an early-afternoon end-of-life visit, and finish with a final eternal farewell visit. This […]

Bad body language and a poor choice of words can damage a client relationship.

The veterinarian slumped a little, a sigh revealing her disbelief and signaling her impatience. “Can you explain again how that blood test tells us what’s wrong with Tigger’s pee-pee?” the client asked. The veterinarian didn’t understand what the pet owner couldn’t comprehend. This was so simple. The hashtag #SMH (shaking my head) crossed the doctor’s […]