Virtual care is the reality
General practitioners, specialists and even students have a role to play in the evolution of telehealth and the elimination of barriers to veterinary services.
Lots of stuff is going on in the world of virtual care as its utilization shifts from innovators to early adopters and becomes more mainstream. Recent articles have shown increased client demand for telehealth services and satisfaction with its use. This past spring, the American Veterinary Medical Association hosted the Veterinary Virtual Care Summit, which […]
Protect and Defend
What if a client blamed you because her car was dented in your parking lot? Or if the photo you posted on your website violated copyright law? Take the time to understand liability and common conditions in commercial insurance policies.
In the June/July 2019 issue, I discussed Section I: Property of the standard commercial insurance policy. In this issue, I will review sections II and III: Liability and common policy conditions. Section II: Liability A commercial general liability policy protects the identified business against claims for bodily injury and property damage arising out of the […]
Stop hiring for culture fit
Employing people who share your values will elevate a practice by introducing different perspectives and creating a more diverse workforce.
It doesn’t take long to find articles that share why you should hire for culture fit. You might be employed by or have worked for companies that stressed how crucial this is. In fact, it’s gotten to where “hire for culture fit” is something that “everybody knows,” which can serve as a red flag. First, […]
An uphill job
If you’re struggling to find — and hire — an associate veterinarian for your practice, get to work fixing the problem. You can do it.
I’m a proponent of tough love. As a veterinary recruiter, I give tough love to my clients and candidates almost daily. I administer it in a consultative way, of course. This is because clients and candidates rely on me to get them the things they want. Specifically, I: Help animal health and veterinary professionals find […]
You might be tracking the wrong key performance indicators. Try a few that focus on the pet, the owner and your employees.
Did you hear about Wells Fargo? For years, the company served as a role model in the banking world for exemplary customer service. Wells Fargo set a goal, or key performance indicator (KPI), to sell eight products to every customer. To accomplish this, they created the “Eight is great” motto, which incentivized employees to cross-sell […]
You’re not a babysitter
Practice managers are hired to manage. Often, the best approach is to direct team members to make decisions and resolve conflicts on their own.
Recently, while consulting at a veterinary practice, I saw the manager being constantly interrupted by team members. Many times, a line of people formed at the door. One team member was requesting a day off, another was asking for authorization to dispense heartworm medication, another was upset about how a co-worker had treated her, and […]
From irrelevant to significant
Clinics that commit themselves to getting more patients on parasite protection — and doing it the right way — will see their numbers improve.
We have all experienced the manufacturer sales reps who stop by to discuss compliance. The laptop comes out and equations that we thought we would never see again after high school begin to tell us the number of units sold versus the number of active patients seen within a specified period. Throw in the number […]
A handshake isn’t enough
Practice partnership agreements need to be tightly written and account for eventualities, such as how disputes are settled and how a buyout is accomplished.
After extensive deliberations, you take a leap of faith and decide to dive into a veterinary practice partnership. While excitement compels you to rush into the venture, taking a step back to evaluate the implications and properly structure the business arrangement will greatly benefit you and your partners in the long run. A carefully tailored […]
Is your website ADA compliant?
The Americans with Disabilities Act requires equal access to online content. Poke around like a user to find problem areas, and work with your web developer to make fixes.
We all find a reason to log onto the web every day, whether to connect socially with friends and colleagues, pay bills, do research, or perform countless other tasks. (That is unless we’re #unplugged!) However, most people — and that includes veterinary practice owners — are unfamiliar with the fundamental guidelines created under the Americans […]
Buy the dozen
Talk the Talk
Persuading clients to purchase a 12-month supply of preventives gets easier if you explain the benefits well and price your products competitively.
Do you get frustrated when trying to convince clients that flea, tick and heartworm prevention is not just a seasonal issue? We know that pet owners need to give preventives year-round to maintain efficacy and ensure pet health. But clients still walk out the door without purchasing products. Or they buy one to six doses and […]