Across the country, veterinary practices – like many other businesses – are moving away from the strict safety protocols they put in place at the height of the COVID-19 pandemic. The decision to reopen, and how to do it, is one each clinic has to make on their own, but one thing... Read More
By Linda Kaplan, MHA, President This time of year is when we often take a moment to breathe with our clients and carve out strategies and tactics for the coming year. This year, we’re in a bit of an abyss due to the changes that the COVID-19 pandemic has brought to the veterinary... Read More
By Robin Brogdon, MA, CEO Several years ago, I wrote an article for Marketecture Digest on my experience visiting five different specialty practices for my dog Maddie and spending $5000. I wanted everyone to understand the experience from a pet owner’s perspective. And because I have... Read More
Over the past few months, we have seen an increase in negative behavior displayed by some pet owners at veterinary clinics. This has included a lack of support for curbside service, impatience, and sometimes just being flat out rude to the point of teams feeling threatened – in... Read More
Dear Dr. Noah Lot, Our staff is feeling a bit defeated these days due to frustrated clients and negative online reviews. Is it appropriate to give our staff "shout outs" on our website and social media? - Jeff, Animal Emergency & Specialty Center Dear Jeff, Yes, of... Read More
Everyone seems stressed out these days since COVID-19 has made life harder for just about everyone except for maybe cats and dogs. Your veterinary team might feel tired, overworked, and anxious as an essential worker during a health crisis. Your clients are stressed because their... Read More