Creative Disruption

Successful, happy practice is more about commitment than compliance.

Consolidation, a normal occurrence in successful, fragmented, healthy, profitable industries, has come to our profession. I would argue that the positives outweigh the negatives. That said, most corporates don’t get one critical issue. The dominant consolidators in our profession come from the manufacturing sector, specifically the consumer packaged goods (CPG) industry. In CPG, efficient, repeatable, […]

Virtual care and reinvention of the veterinary nurse will take our profession to the next level. The taxi and recording industries were asleep at the wheel at crucial moments in history. Look where it got them.

Consumers will get what they want, when they want it and where they want it at a value they deem appropriate, and with little regard for who provides it. For example, consumers desired a taxi service that was more convenient, tech-forward, clean and at a good value. Frustration with the taxi industry was rampant. Similarly, […]

The path to enlightenment is paved with lecture halls and PowerPoint presentations. Or we can try something different. In the end, we need to be engaged, excited and current.

The continuing education myth is the fallacy that attending CE events keeps veterinary professionals current with contemporary standards of practice. Remember when your professor told you that half of everything you learn today will be obsolete in five years? Man, was she right! Lifelong learners, that’s what we all aspire to be. In fact, we […]

Make way, boomers and Gen Xers. Millennials and Generation Z are remaking how Americans view pets and veterinary care.

Every generation has its own approach to work and life. How these different groups interact with family, pets and lives are profoundly reshaping our world and professional landscape. This is particularly true of the generation I call PetGen. I define PetGen as the combination of millennials and Generation Z, or anyone under about age 38. […]

You might be tracking the wrong key performance indicators. Try a few that focus on the pet, the owner and your employees.

Did you hear about Wells Fargo? For years, the company served as a role model in the banking world for exemplary customer service. Wells Fargo set a goal, or key performance indicator (KPI), to sell eight products to every customer. To accomplish this, they created the “Eight is great” motto, which incentivized employees to cross-sell […]

The veterinary industry has a lot going for it, starting with the historic role pets play in everyday life. Staffing issues and the cost of care deserve attention, however.

Sailors are familiar with the phrase “fair winds and following seas.” The saying refers to ideal conditions for steering a ship. Our profession is enjoying both fair winds and a few rough seas. With that in mind, I’ve been thinking about our profession’s tailwinds and headwinds. Ever the optimist, I’ll start with tailwinds, which in […]

“Mentern” relationships between baby boomers and millennials allow for the exchange of knowledge and the smooth handoff of the veterinary profession from one generation to the next.

As I and millions of fellow baby boomers begin to see more of life in the rearview mirror than out the windshield, I often find myself reflecting: Have I served my family well, did I give back to the profession I dearly love, and where the hell are my glasses? It’s become abundantly clear that […]

Veterinary medicine will be in a world of hurt if it doesn’t embrace new and better ways of serving pets and clients.

Pet owners call your practice, make an appointment, drive to your hospital and wait in the lobby. We see them once a year if we’re lucky. By some estimates, half the pets in the U.S. won’t see a veterinarian this year. We then have maybe 20 minutes to address the presenting complaint and hopefully squeeze […]

The veterinary profession must and can do better with well-being. An incremental approach would get us turned around.

I am a big believer in innovation. Breakthrough ideas are inspiring, exciting and energizing. I look for opportunities to challenge the status quo; there’s always a better way to do things. That said, I try not to underestimate the power of incrementalism — one step at a time, bit by bit. While it’s not as […]

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 […]