Raise your standards
Talk the Talk
Authentic, personalized client service will differentiate your practice.
We can all think of a business where an employee told us to “Have a nice day” as we left. Years ago, I imagine, the phrase “Have a nice day” was meaningful. At its best, the phrase conveys politeness and indicates that an employee has had basic customer service training. At its worst, it can […]
It was meant to be
“Mentern” relationships between baby boomers and millennials allow for the exchange of knowledge and the smooth handoff of the veterinary profession from one generation to the next.
As I and millions of fellow baby boomers begin to see more of life in the rearview mirror than out the windshield, I often find myself reflecting: Have I served my family well, did I give back to the profession I dearly love, and where the hell are my glasses? It’s become abundantly clear that […]
Courtrooms and exam rooms
Politics and Policy
As legislators in three states ponder awarding non-economic damages to pet owners, the veterinary profession needs to get to the bottom of what is troubling nurses.
When we talk about threats to veterinarians and access to veterinary care, nothing is more dangerous than legislation that authorizes the recovery of non-economic damages. This troublesome idea has been around for decades, but state courts have done the heavy lifting to maintain the status quo in California, Texas, Georgia, Oregon and Vermont, to name […]
Stay young at heart
Adjust your thinking and your hospital to appeal to millennials.
“Millennials are killing the ___________ industry!” Headlines like that are all over social media and in the news. Every day, it seems, another business model is being threatened by millennials’ way of doing things. The fact is, young people act, buy and are focused differently compared with older generations. My grown children are of the […]
The forgotten feline
Too many veterinary practices focus on dogs in their marketing efforts. Cats and their owners deserve your attention.
The relationships we form with animals are something of a spiritual experience. The way they sense our emotions, or how we read their moods just by looking at their eyes, hint at an extraordinary connection. Despite our love of animals and pets, and their constant representation on websites and social media channels, I’ve found that […]
Where ideas take root
The Veterinary Entrepreneurship Academy is training the next generation of veterinary business leaders.
Inspiration for the Veterinary Entrepreneurship Academy began in the fall of 2010 when Adam Little, then a student at Ontario Veterinary College, had an idea to help veterinary practices connect with their clients through a mobile app. While most of his colleagues were studying physiology, Little was learning about prototyping, pitching and product development. His […]
Find the root cause
Fearful and anxious body language is not always behavioral in origin. In some cases, disease is the culprit.
Although this column focuses on the emotional health of our patients and how that can translate into more compliant clients and better business, like many of you I’m a clinician at heart. The better we can use all our diagnostic skills, including recognizing and interpreting canine body language, the more thorough we can be in […]
Activate your latent superpower
Go With the Flow
When we are sincerely curious, we unlock new fields of possibilities.
Our most recent column [“Wholeness and Self-Compassion,” February/March 2019] explored the importance of acknowledging our wholeness as a first step to finding peace in the present moment. While presenting on the topic of wholeness at VMX 2019, what became clearer to us than ever before was that members of the veterinary profession struggle with the […]
7 must-do’s before you sell
Potential hospital buyers want to see everything, from contracts to liens. Your advisers will play key roles in the process.
When the time comes to sell your veterinary practice, the most important part, of course, is finding a buyer who is willing to pay the right price. But before the “For Sale” sign even goes up, follow these seven steps to position yourself for a smooth sales process. 1. Get Tax and Legal Advice One […]
Be a number cruncher
Analyzing income-to-expense ratios will help unlock profits. A detailed chart of accounts and benchmark reports are good starting places.
When practice owners and managers want to increase profitability, one of the first things they do is analyze expenses to identify areas where more is being spent than expected. From there, the challenge is to find ways to increase revenue or reduce expenses, or both, without sacrificing quality or service. Often, the best way to […]