Communication

Learning to reduce anxiety and stress during hospice or euthanasia will elevate your hospital’s service and care and bring extra comfort to the patient and client.

I often find that the process of letting go of a patient alongside the pet owner is, ironically, what bonds the client for life. It is during these most emotional and vulnerable moments that we, as a veterinary team, have a responsibility and an opportunity to make a lasting impression conveying empathy, sympathy, compassion and […]

Educating clients about stress-free approaches and responding properly when pet owners become anxious themselves can lead to a healthier practice.

Our industry has become incredibly competitive. In Chicago, it seems that every major neighborhood has a few veterinary hospitals. Meanwhile, corporate medicine is growing, low-cost conglomerates are diving into the field, and more clients are buying from online merchants like Chewy.com and 1-800-PetMeds. Not only has all this created financial stress for independent practice owners, […]

Encouraging clients to talk about their pet or lifestyle will help bond them to your practice and improve compliance.

Imagine an older gentleman visits your practice for the first time with his newly adopted gray kitten, Gunny, who is due for a second set of vaccines. The veterinary team asks about the cat’s age, which vaccines were given previously and whether he was neutered. The veterinarian examines Gunny and brings up preventive care. She […]

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 […]

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 […]

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 […]

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 […]

Modern-day pet owners, whether millennials or baby boomers, often have different needs and expectations. One thing they share is a desire for outstanding service.

After years of consulting with dozens of veterinary practices nationwide, I’ve become very familiar with the threads that tie us together. No matter where we’re born, our political preferences, age or gender, we love and adore pets from the bottom of our hearts. This singular thread allows people from every place and imaginable background to […]

A consistent message, outstanding education and the latest technology solutions can help bond a client to the practice.

For as long as I can remember, our profession has stressed the importance of communicating the value of our services and products to pet owners. Dad and I talked about it when I was growing up and working at his veterinary hospital. Practice management speakers discussed it with my senior veterinary class. In 2011, the […]

Clients can turn their dog or cat into a well-adjusted travel companion with a little help from you.

Many variables play a role in the formation of anxious or fearful behavior in traveling pets, but when clients receive good information about preparation, desensitization and stress-reducing products, our patients can have a safer and more comfortable experience. It Starts at Home For both dogs and cats, the key to reducing fear, anxiety and stress […]