Columns

Current and potential clients will learn a lot about your practice at a glance if you properly manage your free Google My Business entry.

Mobile devices have changed the landscape of how people find businesses. Because smartphones are with us wherever we travel, we have access to information 24/7. Hungry? Look at “Restaurants near me” to find out what is close by, see menus and check busy times. The snow is melting and mosquitoes are emerging? A search for […]

Knowing how to respond to a client’s less-than-stellar online review can help resolve a conflict effectively and respectfully.

I’ve written at length about the importance of your online reputation and how you can protect and enhance it to ensure your veterinary practice thrives day in and day out. What’s less fun to discuss is how bad reviews can harm your business. It’s not a matter of if one happens but rather when. Ignoring […]

Make sure you are adequately covered against medical missteps and that your insurance provider will fight for you during a state license challenge.

Companion animals play an ever-increasing role in society. They have migrated from the barn and backyard to become members of the household, spending their days lounging on our couches and beds. Therefore, it is not surprising that when a pet dies or experiences an adverse event during the delivery of veterinary care, the owner frequently […]

Your hospital’s reputation could be at stake if a team member’s online remark goes too far, so be sure to craft clear, legally defensible guidelines.

The use of social media can be a double-edged sword, especially in the workplace. On the plus side, social media is a wonderful vehicle for marketing a veterinary practice and connecting with current or potential clients. On the darker side, what happens when an employee posts content that reflects negatively on your practice? Should you […]

Environmentally friendly hospitals help pay for themselves through lower energy costs. The right light fixtures and appliances and even the building’s orientation are major factors.

When it comes to a project’s environmental impact, much is made about building-rating programs such as LEED and Green Globes. People equate a high rating with a good environmentally sound design and assume that no other steps can be taken. While LEED and Green Globes are legitimate rating programs, many people don’t know that nonprofit […]

Becoming an independent practice owner carries many risks, but the rewards can be hefty if you have a knack for business and are willing to sacrifice sizable paychecks for a while.

I have noticed a surge in the number of associate veterinarians interested in starting a practice. Whether this interest is the result of skyrocketing sales prices for existing practices, the desire to create something of one’s own or other factors, I am seeing new privately owned startups, even in areas with many competitors. Of the […]

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 […]

Veteran employees often take the lead in sharing knowledge and advice, but newbies can do it, too. The key to success is to create the best possible relationships.

Although mentoring is not a new concept in the workplace, modern partnerships are not necessarily like those of the past. According to HR Magazine, formal mentoring relationships in previous eras would typically last at least a year and informal ones could last a decade. In today’s workforce, these relationships are often shorter and more specialty-oriented […]

As 2019 approaches, several critical matters — from the Fairness to Pet Owners Act to opioid abuse to telemedicine — remain unresolved.

It’s October, schools are back in session and politics are in full campaign mode with the off-year elections. Here are notes and updates on most of the items we’ve been following all year. 1. Fairness to Pet Owners Act This bill has hung around Congress since September 2010 and still hasn’t gained a hearing in […]

Failure to accurately assess a patient’s body language can lead to a petrified animal, an unproductive exam and poor owner compliance.

As a profession, we are making progress toward recognizing and treating our patients’ emotional health. We’ve implemented pheromones at home and in our practices, prescribed relaxation medications to give before a visit, added music and new color palettes to exam rooms, and introduced high-reward treats to enhance the patient experience. However, one incredibly important aspect […]