Chapter 13: Tales from the COVID-19 front lines

“I have never seen so many angry, rude, unreasonable, demanding and disrespectful clients. It’s very sad. Practices are supporting the team and firing those clients who misbehave.”

This week: Sandy Walsh on protocols and angry clients, Dr. Peter Weinstein on leadership fatigue, Dr. Wendy Hauser on telemedicine, and more. Read the first 12 installments in this series: Chapter 1  Chapter 2  Chapter 3  Chapter 4  Chapter 5  Chapter 6 Chapter 7  Chapter 8  Chapter 9  Chapter 10  Chapter 11  Chapter 12 Getting Technical […]


Chapter 12: Tales from the COVID-19 front lines

“The clinics weathering these stressful times relatively well are those that have looked innovatively at how technology can improve efficiency.”

This week: Dr. Jessica Vogelsang on technology, Dr. Whit Cothern on his handy crystal ball, and more. Read other installments in this series: Chapter 1  Chapter 2  Chapter 3  Chapter 4  Chapter 5  Chapter 6 Chapter 7  Chapter 8  Chapter 9  Chapter 10  Chapter 11  Chapter 13 San Diego veterinarian, author and speaker Jessica Vogelsang, DVM, […]

veterinary march COVID

Chapter 11: Tales from the COVID-19 front lines

“What actions are we going to take that will help propel us into a new normal that includes more compassion, more collaboration and more kindness?”

This week: Dr. Mia Cary on diversity, Dr. Peter Weinstein on leadership and much more. Read other installments in this series: Chapter 1   Chapter 2   Chapter 3   Chapter 4   Chapter 5  Chapter 6 Chapter 7   Chapter 8   Chapter 9   Chapter 10  Chapter 12  Chapter 13 Cary Consulting CEO and change agent Mia Cary, DVM There is […]

online pharmacy

Win back the drug dollars

If you don’t use an online pharmacy, why not? Millennials and just about all other pet owners desire the convenience of home delivery. Start slow and the money will follow. 

Growing up in the shadow of New York City, I enjoyed the small-town feel without all the noise and people. From a local business standpoint, the milk was delivered, the dry cleaning was picked up and delivered, a fully cooked turkey was delivered, and prescriptions and other drugstore products were delivered. And then, most of […]

waiting room pathogens

Squeaky clean

Constructive Criticism

Eliminating pathogens in the age of COVID-19 is more important than ever at veterinary hospitals. Regardless of whether you use ultraviolet light, double doors or elbow grease, attention to detail is what matters.

Modern veterinary hospital design has long focused on pathogen control and biosecurity, but to be extra safe amid the COVID-19 pandemic, let’s review recommended strategies and features. The ideas laid out below are most applicable to clinics scheduled to be built or renovated, but a surprising number can be incorporated into existing facilities at minimal […]

chewable pet medication

Pill proxy

Chewable medications appeal to pets, won’t frustrate clients and will boost your veterinary business. 

When Dixie, a black Labrador retriever, had a skin lesion that wasn’t improving, her veterinarian put her on antibiotics. After the first round didn’t work, a second round of antibiotics was started, but Dixie’s veterinarian still couldn’t figure out why the “little rash” wasn’t responding. “I went to go clean out our guest bathroom one […]


Heart-to-heart conversations

Getting clients on board with heartworm prevention is much easier if you lay out the facts and provide reminders now and then.   

Heartworm disease can cause high morbidity and mortality, yet it’s so easy to prevent. Knowing how to increase pet owner compliance so that a monthly preventive medication is administered is a sure-fire way to reduce the disease incidence. A Picture Is Worth … Showing pictures or even models of disease is great for client discussions, […]

insurance premium

Premium advice

Protect and Defend

From requesting a risk inspection to raising their deductible, practice owners have numerous opportunities to reduce the cost of insurance.

Today’s hypercompetitive veterinary marketplace is filled with savvy, non-traditional competitors developing innovative methods of meeting client demands for services. No longer can veterinarians simply focus on working hard and providing quality medical care to drive revenue and financial success. The successful entrepreneurs of the future will focus on client-centered service delivery while reducing the cost […]

goodwill buyer

How uncertainty affects valuations

Money Matters

Buyers of veterinary hospitals prize the stability of earnings over time and the seller’s ability to successfully deliver goodwill.

What is the impact on a practice’s valuation during a crisis like COVID-19 when hospitals change how they manage clients and patients and when the usual daily grind is anything but usual? Honestly, not much — at least not yet. The two primary influencers of business value are cash flow and risk, both of which […]


Succeed with a succession plan

Legal Lingo

The sale of your practice to a colleague or outside party when you aren’t present is fraught with trouble if detailed instructions aren’t in place.

One of the most challenging exercises that veterinarians go through is planning for what will happen to their business if they die unexpectedly or become disabled. Emotional considerations and the stress of detailing a future business transaction can cloud the process. Unfortunately, COVID-19 highlighted the importance of having both a succession plan and a business […] Protection Status