The Goldilocks concept
How can we combine what independent veterinarians yearn for with the best of the corporate world?
Independent practices — mom and pops — have been the backbone of our profession for generations. They’re our industry’s baseball and apple pie. While we all know independent owners to be passionate, engaged in the community and superb health care providers, they also are notorious for being less-than-optimal business managers. Corporate practices have sought to […]
Show the love
Clients who become brand advocates, especially through online reviews, deserve a heartfelt thank you.
It’s no longer just younger pet owners who are emailing, texting and using social media to connect online. Now, all generations of pet owners are adapting to digital technology in new and unprecedented ways. In fact, according to The Nielsen Co., the fastest-growing demographic using social media is adults ages 55 or older. I’ve met […]
The fearless exam room
A few easy changes will go a long way in reducing fear, anxiety and stress in a canine or feline patient.
The heartbeat of every general veterinary practice is the exam room. This is where worried new clients sit with their dogs and cats, and sadly, where end-of-life discussions take place and the hardest decisions have to be made. The exam room is where the human-animal bond can shine, trust is created, and veterinarians, clients and patients become […]
Protect and Defend
Data breaches involving a third-party vendor can harm a veterinary practice, too, so insist on a detailed contract.
My article “Are You Prepared for a Data Breach?” [December 2017/January 2018] outlined the importance of addressing a veterinary practice’s cyber liability. Simply outsourcing administrative and financial responsibilities such as credit card processing, data storage, and payroll and benefits administration does not eliminate your liability should a breach occur. Now let’s look at how to […]
Do the math
Proper inventory management is more than just tracking products that come in the door and go out. Sloppy recordkeeping and poor decision making can be costly.
Inventory management is a challenge for most veterinary practices. How much is enough, and how much is too much? Managers and nurses spend a great deal of time in this area, whether tackling the job themselves or managing others who do it. Wouldn’t it be great if the efforts were rewarded? They can be by […]
PetsPAC packs a political punch
Politics and Policy
The new political action committee will lobby on behalf of veterinary professionals, industry and pet owners.
The Veterinary Innovation Council kicked off VMX 2018 with the launch of an exciting new platform serving veterinary professionals, industry and pet owners alike — one that gives them a say in legislative efforts and policymaking around the country. The mere mention of “politics” sends many scurrying for cover. But the fact is political decisions […]
The changing veterinary landscape
Digital drivers are moving the industry forward, but not every clinic business model will survive.
The veterinary profession is undergoing a period of unprecedented change. This cliché is usually accompanied by a series of tropes like: Revenues are increasing but new-client numbers are staying flat. Veterinarians are experiencing burnout at an increasing rate. Corporate consolidation is putting more pressure on small practices. New models of low-cost care are putting upward […]
Personalized medicine improves outcomes
Preventive care and early detection can enhance the health of pets and the practice.
For veterinary medicine to provide real value to pet owners and real financial success for veterinarians, there is a need to focus on being proactive, appreciating risk factors, closing compliance gaps and managing through evidence-based guidelines. This is the essence of personalized medicine and an opportunity that veterinarians should embrace. I define personalized medicine as […]
Get the best out of your team
Take short, focused steps to shape the desired habits and behaviors of employees.
My attitude and energy toward managing employees can ebb and flow as quickly as the tides, depending on the degree of heat I might be feeling from the perpetual daily fires. At my worst, I am angered by apathy or pettiness and wonder why people can’t just show up, do their jobs and get along. […]
It’s your call
Talk the Talk
Delivering exceptional phone service can make the difference between a pet owner who agrees to book an appointment and one who gets a quick answer and hangs up.
Callers begin to make assessments about a veterinary hospital based on the telephone interaction with team members. These conversations can easily influence the decision to book an appointment. This is especially true when pet owners who aren’t established clients call to inquire about services and fees. Since the prices of routine services are likely to […]