Veterinary News

The Veterinary category is for all Veterinary related posts.

Differentiate Your Veterinary Customer Service

By |May 12th, 2014|

Service standards can elevate the level of veterinary customer service and differentiate your business.  Create standards that help to create a positive memory for the pet owner.  Start with a few standards at a time and train everyone on the team to meet the standards.  Develop standards for the most common client interactions such as on the phone, in the exam room and during check-in and check-out times.  Include the entire team in dialogue about standards to capture great ideas, facilitate training and to ensure buy-in.

Avoid creating standards that are scripted phrases which lack authenticity.  For example, train team members to use appropriate phrases such as, “Hi!  This must be Josie-she’s so cute.  Tell me more about what’s going on with her” rather than merely asking “How can I help you?”

To further differentiate your practice with client service, brainstorm ideas with the team on how to cater to the needs of clients and how to exceed client expectations.  This [...]

Client Engagement: Connect With Clients

By |May 1st, 2014|

The first step to enhancing client service is to become a client-centered hospital and make it a goal of the business to consistently deliver exceptional service while always striving to exceed the needs of clients.  Next you must hire employees with positive attitudes who are motivated to provide outstanding service.  Then focus on the following 3 key areas to ensure success in achieving your goal.

Veterinary Client Engagement: Connect With Clients 

One of the best ways to provide tailored, sophisticated service is to connect emotionally with clients and recognize their unique needs.  Don’t lose sight of the client’s perspective when communicating with clients.  Remember to focus on what clients are feeling and what they need from the healthcare team as well as what their pet needs.

Give clients compliments.  Everyone likes to receive compliments so look for opportunities to say something nice to clients.  Always praise clients about how well they take care of their pet because this will reinforce your position [...]

Should You Be Discounting Your Services?

By |April 14th, 2014|

Targeted discounts may help you build your practice, but a culture that permits uncontrolled discounting will have a negative impact on your “bottom line”.  Targeted discounts are designed to drive more business into your practice and often are associated with internal and external marketing strategies.  For example, if your practice is a “start-up” and you want to build your client base quickly, you might offer a free exam to new clients in your first six months of operation to get folks in your community to try out your practice.  If these new clients bond to your practice you will see a revenue stream from this external marketing strategy going forward.  Discounts also can be offered through well-conceived internal marketing strategies such as puppy and kitten preventive care packages or through more complex health care plans, including those for adult and senior pets.  These bundles of services typically are designed to increase client compliance with recommended wellness services and to [...]

Weathering your Slow Season

By |March 14th, 2014|

It has been a very tough and slow winter for many veterinary practice owners.  If your veterinary practice is subject to seasonal fluctuations, no matter when they might fall, you’ll need to prepare ahead and make adjustments to ensure your practice remains cash flow positive.  First, consider your cash reserves.  During your busy season, set aside enough in reserves to cover at least one month of operating expenses.  Next, focus on proper expense management.  Can you avoid bringing on new employees or offering raises until business will pick back up?  As you set your team schedule for the seasonal downturn, can you ask a little more of some of your team members and trim staff hours?  On slow days, you may have to ask team members to go home early.  Finally, manage your inventory expenses well throughout the year.  It always is a good idea to keep no more than a 15-30 day supply of product on your shelves [...]

Winning Strategies for Effective Inventory Control

By |March 6th, 2014|

Winning Strategies for Effective Inventory Control

Presented by: Karen Osborne, CPA, MBA
Lacher McDonald & Co., CPA’s
Courtesy of: Live Oak Bank

Western Veterinary Conference Recap 2014

By |February 21st, 2014|

Thanks to everyone who stopped by the Live Oak Bank booth at the Western Veterinary Conference! It was a busy conference, and we were glad to get face time with existing and potential customers. We were excited by the number of veterinarians who attended our practice acquisition presentation. We hope you found it interesting and helpful as you prepare for practice ownership. A special thanks to everyone who attended our function at the House of Blues Foundation Room. Your business has allowed Live Oak Bank to have continued success in the veterinary industry.

2014 Veterinarian of the Year Award goes to…

By |February 10th, 2014|

On Saturday, 2/8, Dr. William Draper, owner of The Village Vet practices in Atlanta and surrounding areas, received the 2014 Veterinarian of the Year Award presented by Purina ProPlan & Dogs in Review. He was nominated by Live Oak Bank for his commitment to the profession and his community. Dr. Draper has much to be proud of – The Village Vets presently has three AAHA (American Animal Hospital Association) accredited practices that have been consistently honored by Atlanta magazine as “Best Vet” since 2004. He was also recently honored as one of Atlanta’s FIVE STAR Veterinarians; an honor bestowed to only 7% of the area’s practitioners.

It was a special evening for Dr. Draper. He deserved to be honored in-front of industry professionals, peers, friends and his wife. Those of us at Live Oak Bank couldn’t be more proud to have him as a business partner and friend. He has a long, successful career ahead of him.

  • Carol Hart
    Permalink

    Getting the Most from your Veterinary Practice Facebook Page

Getting the Most from your Veterinary Practice Facebook Page

By |February 3rd, 2014|

Is your veterinary practice Facebook page an effective marketing tool?  If existing and potential clients cannot find it, it will do nothing for you.  Make sure the link to your Facebook page is right at the top of your website homepage.  Be sure to promote your Facebook page in your practice and encourage clients to “Like” your page.  Ask clients if you can share photos or references to their pets on your Facebook page.  When your followers go to your Facebook page, will they be appropriately impressed?  Your Facebook page should include content that addresses pet owner concerns, offers humor and keeps your followers up to date on what is happening in your practice.  Be sure to feature photos emphasizing the “human/animal” bond.  Keep your content fresh by making posts at least three times a week.  Looking for content?  Go the AVMA e-newsletter “Animal Health SmartBrief” or the social media calendar on the Veterinary Team Brief website for material.

You [...]

Keep a Monthly Practice Report Card

By |January 13th, 2014|

Hopefully you’ve set goals designed to achieve practice growth and greater profitability in 2014.  Monitor your progress with a monthly practice report card.  A simple practice report card that puts information from your practice management software reports and your profit and loss statements all in one place will help you track the performance of your practice.  Key areas to monitor include:  revenue; cost of goods sold (inventory expense) as a percentage of your revenue (20-22% is desired); support staffing costs as a percentage of your revenue (20-22% is desired); new clients; and your practice ATC (average transaction charge) and/or the ATC of each of your doctors if yours is a multi-doctor practice.  In addition, look at the percentage of the revenue you derive from each of the following service categories:  dental care; laboratory services; diagnostic imaging and surgical services.  It is fairly simple to create your own “report card” on an Excel spreadsheet.  In the numbered vertical column, list [...]

Happy New Year!

By |January 1st, 2014|

Happy New Year from Live Oak Bank! As we enter into 2014, it is a good time to set goals for your practice. What is it that you hope to accomplish in the new year? Do you want to expand your practice? Do you want to launch a marketing campaign to increase your revenues? You should always re-access with each new year and determine how you can be a more successful business owner.

I encourage you to pay frequent visits to our website. Here, you’ll have access to tips and advice from our two veterinarians,  Dr. Carol Hart and Dr. Jessica Trichel, who are on staff full-time at the bank. Please visit our resource center as well for helpful articles, presentations and videos. We provide these resources because we want to see your business thrive. We wish you continued success in 2014!