Download Mark Opperman’s Mystery Shopper Report here.

Do the little things to turn an average client experience into one that pet owners will relish and long remember.

We all know that clients determine the quality and value of a veterinary practice based on what they see and experience. Furthermore, this determination is made in the first three minutes that clients come into contact with the practice. This phenomenon is known as perception of value. During a recent onsite consultation, I noticed a […]

Preventing embezzlement, or at least lowering the risk, starts with the practice owner and entails strict adherence to policies and procedures.

The latest statistics indicate that 1 in 10 veterinary hospitals loses at least $10,000 to embezzlement in a given year. Have you taken precautions so you don’t become a victim, too? Whenever I or one of my firm’s consultants assist a veterinary hospital, we perform a minor audit of the practice’s end-of-day procedures to look […]

Marking down prices on veterinary services is the bane of our profession, so consider an alternative approach.

I don’t understand why the veterinary profession discounts its services. To my way of thinking, a business that discounts services is basically saying that customers are being overcharged the rest of the time, so now the services are being charged appropriately. When was the last time you got a discount from your physician, dentist, surgeon […]

I recommend using pre-exam canine and feline checklists during annual wellness visits. Download the canine checklist here. Download the feline checklist here.

Observing what happens in the exam room, possibly through videotaping, can improve communication, customer service and patient care.

What does an effective exam room visit look like in your veterinary practice? Ideally, the client does not have to wait for the appointment. During her visit, she is educated about all she needs to do to provide optimum care for her pet. Appropriate services are rendered and the pet appears to have had a […]

Errors in how much you choose to stock and in how you track and price products could cost you a significant amount of money.

Answer this: What are the two expense categories that practice managers or owners have the most control over and that have the most impact on profitability? If you said support staff costs and inventory costs, you would be correct. These two expense categories alone might account for 40 to 50 percent of a practice’s total […]