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veterinary clients

Switching gears

Practice Smarter

COVID-19 forced veterinary practices to forgo clinic walk-ins and instead move to parking lot transfers. You can make such non-traditional interactions even better for the client.

If you had told me a few months ago that I would walk into a grocery store and see bare shelves, or that I would be required to stay home and wear a mask when I go outside, I would have said you were out of your mind. Yet, that is our new reality as […]

emergency meeting

What COVID-19 has taught us

Getting Technical

We learned to navigate through the unthinkable and prepare for the unknown.

As I write this article, the world is smack dab in the middle of a bona fide pandemic. We are all scrambling to adjust and continue to provide veterinary services to clients while at the same time trying to take care of our businesses, our employees and ourselves. It has been a tremendously stressful time […]

waiting room pathogens

Squeaky clean

Constructive Criticism

Eliminating pathogens in the age of COVID-19 is more important than ever at veterinary hospitals. Regardless of whether you use ultraviolet light, double doors or elbow grease, attention to detail is what matters.

Modern veterinary hospital design has long focused on pathogen control and biosecurity, but to be extra safe amid the COVID-19 pandemic, let’s review recommended strategies and features. The ideas laid out below are most applicable to clinics scheduled to be built or renovated, but a surprising number can be incorporated into existing facilities at minimal […]

employment laws

Your legal responsibilities

H.R. Huddle

As employment laws change or are enacted, practice owners and managers need to be cognizant of all the twists and turns. An array of online resources is available to explain the details, or you might want to consult an attorney.

Keeping up with evolving employment-related legislation can be difficult for small business owners, and COVID-19 made the situation even more problematic. As laws containing new and sometimes confusing information are rapidly passed, a veterinary practice owner’s compliance with the legislation might lag, which can have consequences as serious as litigation. As a general approach, gathering […]

insurance premium

Premium advice

Protect and Defend

From requesting a risk inspection to raising their deductible, practice owners have numerous opportunities to reduce the cost of insurance.

Today’s hypercompetitive veterinary marketplace is filled with savvy, non-traditional competitors developing innovative methods of meeting client demands for services. No longer can veterinarians simply focus on working hard and providing quality medical care to drive revenue and financial success. The successful entrepreneurs of the future will focus on client-centered service delivery while reducing the cost […]

social media

Don’t go dark during dark times

Socially Acceptable

Social media plays a key role during evolving situations like COVID-19. Clients will always count on you for pet care advice and as a voice of reason.

Just a few months ago, people were leading normal lives: eating at restaurants, spending time with friends and family, attending sporting events and shopping for groceries without fear of scarcity. In only a month or so, our entire world was upended as the global COVID-19 pandemic spread fiercely without consideration for country, race or ideology. […]

team members

Plan B

Fearless

In the midst of crisis, turn fear and anxiety into clinic opportunities.

Asking my team members “How are you?” was difficult in the throes of the COVID-19 pandemic. The responses typically were accompanied by sagging shoulders and expressions of frustration, sadness or uncertainty. The pandemic waged war on our physical, emotional, and mental and financial health, but we continued to drag ourselves to work to fulfill our […]

crisis

Be a guiding light

Talk the Talk

Communicating resilience, hope, compassion and empathy during a crisis builds strong bonds between a veterinary hospital and its employees and clients.

Ten days after 9/11, I watched “America: A Tribute to Heroes,” a television special featuring many celebrities. Bruce Springsteen gave a moving performance of “My City of Ruins.” The following year, he released his album “The Rising,” which was based in large part on his reflections of the Sept. 11, 2001, terrorist attacks. I like […]

goodwill buyer

How uncertainty affects valuations

Money Matters

Buyers of veterinary hospitals prize the stability of earnings over time and the seller’s ability to successfully deliver goodwill.

What is the impact on a practice’s valuation during a crisis like COVID-19 when hospitals change how they manage clients and patients and when the usual daily grind is anything but usual? Honestly, not much — at least not yet. The two primary influencers of business value are cash flow and risk, both of which […]

buy/sell

Succeed with a succession plan

Legal Lingo

The sale of your practice to a colleague or outside party when you aren’t present is fraught with trouble if detailed instructions aren’t in place.

One of the most challenging exercises that veterinarians go through is planning for what will happen to their business if they die unexpectedly or become disabled. Emotional considerations and the stress of detailing a future business transaction can cloud the process. Unfortunately, COVID-19 highlighted the importance of having both a succession plan and a business […]

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