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Care repair

Talk the Talk

When client service falls short, remember the expression “Notice something, say something, do something.”

Something occasionally goes wrong at any business, but how employees respond to the situation can make the difference between losing and retaining a client. With planning and training, you can create a team that knows how to make things right when things go wrong. A significant part of the planning involves establishing that you have […]

A view from the trenches

The Vetalytix Report

Today’s business environment is more complex, more dynamic and more competitive than ever before.

More than 300 industry leaders attending the KC Animal Health Corridor’s Market Insight Seminar in August witnessed “A View From the Trenches,” our presentation about some of the most pressing issues facing today’s veterinarians. Here are a few highlights. It’s the Economy, Stupid Economic data from the first half of the year showed that 2018 […]

Fear factors

Protect and Defend

All hospital employees should be taught how to react in the face of a physical threat. The principles behind ALICE are a good starting point.

Unprovoked violence against groups of innocent people is frightening. Sometimes random, sometimes retaliatory, the acts are perpetrated against businesses, churches, schools, theaters and even military installations. The Occupational Safety and Health Administration requires employers to provide a workplace free from recognized hazards. The risks to veterinary practice employees traditionally have focused on bites and scratches, […]

Think twice

Money Matters

Investing in your hospital shortly before a sale makes sense only in certain situations. Needless spending can depress the practice valuation.

With so many veterinarians considering a practice sale, either to an associate or a corporate consolidator, some owners wonder whether making further investments in the hospital or new equipment will yield a higher price. The answer? It depends. Your Facility Is now the right time for new construction or a remodel? If you plan to […]

From manager to momager

Take Charge

How becoming a mother changed my perspective on clients, co-workers and protocol.

In our DINK (dual income, no kids) years, my husband’s and my parenting efforts were channeled solely on our dog, Marlie, an 11-year-old, gentle, playful chocolate Labrador. We took her on vacation, to the beach, on the boat and out for drinks. We invested in training, Tempur-Pedic bedding and annual preventive dentals. After we had […]

Give it a try

Innovation Station

When introduced and promoted properly, a telemedicine app can improve health care, strengthen the patient bond and increase revenue.

It’s no secret that technology is changing the way health care is delivered. As a veterinarian who manages two Indiana practices, Devonshire Veterinary Clinic in Anderson and Geist Station Animal Hospital in Indianapolis, I have found what works well for me and my team, so I am sometimes hesitant to change the way we deliver […]

Seal the deal

Legal Lingo

Negotiating the purchase or sale of a veterinary practice requires a firm understanding of all the documents.

The number of mergers and acquisitions occurring in the veterinary industry is unquestionably at an all-time high. Corporate chains and aggregators own as much as 15 percent of general companion animal practices, according to estimates, and the percentage is even higher for specialty practices. This means an increasing number of veterinarians are entering the deal […]

Choose optimism

Creative Disruption

The veterinary profession is awash in change and opportunity. You should be excited to be part of this era.

I tell students every chance I get that there has never been a better time to be a veterinarian. I believe it. Dr. Google, rising competition, Amazon, consolidation, increasing complexity of running a vet biz, struggle to get cats in the door, staff turnover, accounts receivable, compliance and grumpy clients — I get it. Painting […]

Surrender to the present

Go With the Flow

The experience of presence is a doorway into both personal growth and professional development.

We love the veterinary profession. It attracts some of the most passionate, caring and down-to-earth people — people with servant hearts who will give you the shirt off their back and who don’t suffer from superinflated egos. You can’t get much better than that. If you’re reading this, we’re talking about you! It’s also true […]

Picture perfect

Socially Acceptable

Violating copyright law can cost your practice in more ways than one. Now is the time to scour your website, social networks and marketing materials for ill-gotten images.

The convenience of the internet is something we’ve all learned to enjoy in one way or another. Netflix, for example, makes for hours of satisfying home entertainment, especially when coupled with good popcorn. Google, as another example, allows us to index the entirety of the World Wide Web with just a keyword phrase and a […]

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