National Commission on Veterinary Economic Issues - News Feeds

Client service solutions

• How to handle hot-headed clients
  Hear why it's better for veterinarians to roll over and play dead sometimes.
  
• The 40-30-20-10 veterinary client countdown
  Woe is the day if the 10 percent of animal keepers become the majority at your veterinary practice
  
• BizQuiz: What do clients think of you?
  See your practice through your clients eyes. Then get pointers on how to improve your image, no matter how you fare.
  
• Keep clients compliant with OTC products
  Don't let clients throw in the towel when it comes to learning a new skill.
  
• The great OTC debate: Flea and tick product sales
  Many veterinary practices are worried about parasite product sales slipping, thanks to some products going over the counter. So, is this a good thing or a bad thing? Depends on who you ask.
  
• Keeping veterinary care affordable
  Helping clients pay is about more than just the bottom line. It's about building bonds and providing pets with the care they need.
  
• Equine veterinarians help another 1,600 horses with free vaccines
  The Unwanted Horse Veterinary Relief Campaign announces its spring vaccination numbers.
  
• Young veterinarians don't know how to talk to clients
  The younger generation of veterinarians lacks one critical business skill.
  
• Help your clients decide on a pet insurance policy
  Get the real scoop on pet insurance providers before you recommend one.
  
• Foal care resources (sponsored by Intervet/Schering-Plough Animal Health)
  Online tools for equine breeders.
  
• Use a foal care program to build your practice (sponsored by Intervet/Schering-Plough Animal Health)
  A foal care program can still be an important profit center in your practice.
  
• Veterinarian sues Mariah Carey for $30K
  Grammy Award-winning singer allegedly skimped on paying veterinary bills; Carey lawyers plan to fight lawsuit.
  
• Tools for celebrating June as Adopt-A-Cat Month
  Celebrate Adopt-A-Cat Month by downloading materials to help promote cat adoption and feline health care.
  
• Pummel parasites with educational posters
  Don't just tell clients about the threat—show them.
  
• Reward your all-star clients
  They may be tiresome, but high-maintenance high rollers are worth the price.
  
• Veterinary clinics, pharmacy use social media to collect donations for oil-spill cleanup
  Twitter, Facebook garner donations to help Gulf wildlife.
  
• Give clients a prize for booking appointments
  Make clients feel like winners—and get them to book a wellness exam in the process.
  
• Two-for-one: Drs. Marty Becker and Nancy Soares talk about client satisfaction
  Drs. Marty Becker and Nancy Soares share their advice for making client smiles.
  
• Schedule sterilizations early to keep patients healthy
  Don't put off spay and neuter appointments. Schedule them sooner rather than later to ward off future medical and behavior problems—and to build a bond with clients.
  
• FDA, NIH launch Web portal to report adverse events from pet foods, veterinary drugs
  National Report -- Two government agencies launched a Web portal to streamline reporting of adverse events associated with pet foods, animal feed and veterinary drugs.
  
• In small business (and veterinarians) we trust
  Americans put more confidence in small businesses than churches and government.
  
• Audio: Use direct withdrawals for clients who can't pay in full
  Are your clients having trouble paying their bills at the time of service? Try this method to automatically space out payments.
  
• Join the social-media conversation: Start with Twitter and Facebook
  Now that you've been listening, it's time to start talking. Here's how to do it effectively.
  
• Getting clients to "yes"
  Brian Conrad, CVPM, talks about what your team needs to think about to achieve client compliance.
  
• Give away free products—but only occasionally
  Give the occasional freebie to keep good clients coming back.
  
• Don't let no-shows slow you down
  Work to eliminate these schedule gaps and wasted opportunities for revenue.
  
• Don't throw dogs a bone, FDA says
  It's no secret that dogs like to chew on bones. But do your clients know they can be deadly?
  
• Offer these travel tips to your clients
  Travel season is here. Help clients keep their pets safe by taking these steps.
  
• Forms: Craft financial policies and payment option handouts with new online tool
  Eliminate "fear of cost" and increase treatment acceptance by helping clients understand your policies.
  
• Use wellness binders to build a bond with clients
  Keep clients happy and pets healthy by providing crucial health information.
  
• 3 questions to help you discover (or rediscover) the road to success
  No surprise: Your team will help you find your way.
  
• Send sympathy cards with heart
  A simple craft project can comfort clients mourning a loss.
  
• All customers complain and complain alike
  Consumer complaints are submitted by all types of people.
  
• A cheat sheet for greeters
  At our busy clinic, we want to make each client feel special.
  
• Track parasite compliance to boost revenue
  You can make recommendations to clients, but if you're not tracking your practice's parasite compliance numbers, you could be missing out on thousands in revenue.
  
• Q&A: Small claims vs. collection agencies
  Which works best when clients don't pay?
  
• The dvm360 Five - Episode 9
  The Five explores veterinary relief efforts in Haiti, humankind's effect on the canine genome, a new technician specialty, and more.
  
• Pro and con: Using online client forms
  Managers duke it out over whether practices should use online client forms.
  
• Q&A: How to defend fee increases
  How do I explain to clients why my fees have gone up?
  
• Use bad breath as an intro to discuss oral care
  Stinky pet breath. Your clients might find it off-putting, but they probably don't know halitosis can be a sign of serious medical problems, such as periodontal disease or oral or systemic infection.
  
• 50th anniversary Q&A: No smoking—no ashtrays?
  Q&A: A Practice Management Q&A from 1982 celebrating Veterinary Economics' 50th anniversary
  
• Dispelling the three greatest practice management lies
  We all probably know the colorful humor that starts out with "What are the three greatest lies ever told?" To me they relate to the current misconceptions about the future of our profession.
  
• Q&A: Can I fire veterinary clients who won't pay?
  Q&A: When you can fire a client who won't pay for services
  
• Snuggle up to compassionate care
  We take pictures of post-op or hospitalized patients snuggling up against stuffed animals and have all the staff members sign the photos.
  
• Emergency situations: Talking payment under pressure
  What to do when pet owners are upset over emergency bills.
  
• What to do when your clients complain online
  No matter how effective, careful or sensitive a veterinarian tries to be, somebody is going to complain.
  
• A tale of two values
  Worried about your prices? Be more worried about the perception of value you're presenting to clients.
  
• What sours veterinary client service
  "Press 1 if you need to speak to a person but don't mind going round and round this automated menu."
  
• Funding for physical and emotional well-being
  An angel fund helps one practice ensure pets get the care they need.
  
• Soothing decor a win for clients and staff alike
  A plant or two can make a big difference.
  
• Service calls: 5 strategies to inspect and improve customer service
  Inspect your customer service and then fix it with these 5 strategies to build yourself a strong foundation of clients.
  
• Form: Donations request letter
  Use this sample to politely request donated supplies.
  
• A giving tree for pets
  A Christmas tree in the lobby displays items needed by local animal shelters.
  
• Expand your practice by building canine good citizens
  By going out into the community, you could gain more than you ever expected.
  
• Give clients a little credit
  Wha are the major pros and cons of a third-party payment plan?
  
• BizQuiz: How should you let clients pay? (Question 1)
  The economy is hurting some clients, and practice owners nationwide are wondering about options to the standard cash, check, or credit. Almost 90 percent of practice owners told us they hold post-dated checks for clients, but is that a good idea?
  
• Can my pet get H1N1?
  Answer clients' biggest flu question with confidence.
  
• Case Study: How I bond clients to my practice
  I want my clients to be personally invested in my practice. Here's what I do to better communicate my practice mission.
  
• Hand-write your reminders to bond with clients
  Clients will be impressed when you take the time to put pen to paper.
  
• The psychology of client waiting
  Most veterinary clients expect a brief wait. But keep them waiting too long and you risk losing their business.
  
• Teach clients how to handle their pet's motion sickness
  Pet motion sickness doesn't have to ruin your clients' travel plans.
  
• Health coverage goes to the dogs
  Cats represent only 10 percent of insured pets in America.
  
• National Breast Cancer Awareness Month is for pets too
  Spread the word to educate clients on the deadly disease.
  
• Dr. Kevin Fitzgerald: What happens when you assume
  Dr. Kevin Fitzgerald reminds us not to make assumptions about clients.
  
• Brave new practice: Two doctors develop new clinic model
  Colleagues join forces in effort to help stop economic euthanasias.
  
• Dental health client letter
  This form can teach clients about the importance of pet dental care—and keep them coming back for more.
  
• Twister the dog inspired me to start a pet food bank
  This team member met a dog that reminded her that she can't care for every pet, but she can help one needy family at a time.
  
• How to avoid potential pet food bank pitfalls
  When opening a pet food bank, watch out for these challenges.
  
• Affordability vs. excellence: Do veterinarians have to choose?
  Management experts differ on offering clients options.
  
• Come in your clinic's front door to see if you're impressing clients
  Is your practice's face screaming: "Do not enter!" to clients walking in? How would you know?
  
• A handout for healthy teeth
  This practice fills clients in on their pets' dental health. See how doctors boosted compliance—and how you can, too.
  
• Avoid phone pressure tactics
  Pushy team members can scare clients away with heavy-handed phone tactics.
  
• Extend hours to keep clients happy and patients healthy
  Extend hours to keep clients happy and patients healthy.
  
• Clients' No. 1 complaint
  What's the best way to minimize the cash clash?
  
• Real clients reveal why they love their veterinary practices
  Real clients share what keeps them going back to their practices.
  
• Client handout: Pet wellness report card
  Your clients might request additional services after viewing a handout like this.
  
• Get creative with client reminders
  Take a personal approach with your veterinary practice's client reminders and increase practice visits.
  
• Dr. Kevin Fitzgerald: Be a better you
  In the veterinary world, integrity is everything.
  
• Want to earn $50? Submit a Practice Tip
  You could also win a $250 portrait of your favorite pet from Pet Picassos!
  
• Dog owners want more caring from veterinarians
  Communication and empathy skills score big with clients.
  
• Tips from the trenches (Proceedings)
  It's no longer good enough to just meet a client's expectations for customer service. They expect it.
  
• What's your team's client service IQ? (Proceedings)
  All service businesses can be differentiated based on the level and type of service that is provided.
  
• Making every client feel like #1 (Parts 1 and 2) (Proceedings)
  Pet owners view and communicate about their pets and animals from the right side of their brains (emotion). Veterinarians view the same pet from the left side of their brain (logic).
  
• Look at the pros and cons of different client payment methods
  Holding a check, discounting services, letting clients work off bills, and more
  
• Veterinarians offer alternative payment methods to cash-strapped clients
  Some of your clients are struggling financially. Here's what you should and shouldn't be doing to help them pay for pet healthcare.
  
• Twitter can make—or break—your reputation
  Proactive use of online social networks preserves your practice's standing with clients.
  
• Inactive client letter
  Use this letter to uncover the reason a client stopped visiting your practice.
  
• Mystery shopper form
  Use this mystery shopper form to get critical feedback about your service.
  
• Show us cat owners a little love
  My cat's a pain, but she requires your care—and kindness.
  
• Encourage dental compliance with a goody basket
  This veterinary practice increased compliance by giving clients a choice.
  
• The forgotten feline: Grow your veterinary practice by attracting cat owners
  Are the cats in your practice crying out for attention? Here's how to meet their needs and attract the best cat-owning clients.
  
• Survey says: Make sure clients are satisfied
  A new era in the medical profession is here. Is your veterinary practice ready for it?
  
• Are you giving your best to your best clients?
  Tough talk is the basis of my column. And it's especially needed as our struggling economy flops around like a newly caught fish in the bottom of your boat.
  
• Free medical care for epileptic dogs
  FDA-regulated clinical trial continues to accept applicants.
  
• Study examines how vets respond to clients during wellness exams, treating sick animals
  When it comes to problem appointments, DVMs may hide behind their stethoscopes.
  
• Fast fix ups for less
  Quick and thrifty ideas to take your practice from blah to beautiful.
  
• Form: Compare pet insurance plans
  Find the plan that's right for you, your practice, and your clients.
  
• Celebrate National Pet Microchipping Month with a splash
  Get the microchip discussion going by letting clients know June is National Pet Microchipping Month.
  
• Your reputation precedes you
  Your practice's reputation is crucial. Make sure clients are hearing good things.
  
• Help clients say goodbye
  Sympathy cards show grieving clients you care.