Today's Veterinary Business

DEC-JAN 2017

Today’s Veterinary Business provides information and resources designed to help veterinarians and office management improve the financial performance of their practices, allowing them to increase the level of patient care and client service.

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A N O F F I C I A L J O U R N A L O F T H E N A V C EQUIPMENT GUIDE PAGE 56 Paul Gladysz Constructive Criticism Page 18 16 columns inside Abby Suiter Take Charge Page 42 Bob Lester Creative Disruption Page 32 When clients behave badly, sometimes the right thing to do is tell them goodbye — permanently. Last year I met a fellow veterinarian who had a problem. Her scheduler erred in booking a house call. As a result, she arrived at the gentleman's home at the wrong time. She sent the client a few text messages and waited. When he didn't respond, she informed him that she had to leave and that he would be billed for the visit. When the client later saw the texts, he became irate. We can all probably relate to the client's feelings. Who hasn't felt a flash of anger when accused of a mistake that was someone else's fault? It's understandable. What's not understandable — and definitely not OK — was the client's vocabulary and aggressive tone. He called the veterinarian names that have never been published in this journal and never will be. The vet hung up the phone after being berated and thought, "Great, and now I have to go back and do this appointment for free." Continued on Page 48 By Andy Roark, DVM, MS DECEMBER 2017/JANUARY 2018 Take better control of your inventory Errors in how much you choose to stock and in how you track and price products could cost you a significant amount of money. Page 16 Reach out and touch someone Focused marketing efforts can cure the ups and downs of seasonality. Page 28

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