Today's Veterinary Business

FEB 2018

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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1 February/March 2018 • TODAYSVETERINARYBUSINESS.COM BUSINESS 16 Constructive Criticism A successful building project starts with you By Paul Gladysz, AIA, NCARB, CSI, ICC 22 Money Matters Value judgments By Leslie Mamalis, MBA, MSIT, CVA 24 Innovation Station 5 top trends of 2017 By Aaron Massecar, MA, Ph.D., and Adam Little, DVM 26 Protect & Defend Stay above water after a flood By Ed Branam, DVM COMMUNICATION 34 Fearless The war on feline wellness By Natalie Marks, DVM 38 Socially Acceptable Connect with clients through stories By Eric D. Garcia COMMUNITY 40 Creative Disruption Put vets before pets By Bob Lester, DVM 42 Go With the Flow When in doubt, improvise By Jeff Thoren, DVM, PCC, BCC, and Trey Cutler, JD 44 Diversity Toolbox The anatomy of privilege By Lisa M. Greenhill, MPA, EdD 46 Politics & Policy The looming dog shortage By Mark Cushing, JD LEADERSHIP 50 Getting Technical The efficient practice By Sandy Walsh, RVT, CVPM 52 Take Charge A better way to budget bonuses By Abby Suiter, CVPM 54 H.R. Huddle Put some thought into personality assessments By Charlotte Lacroix, DVM, JD MERCHANDISING 60 Selling Points Scratch that strategy By Brian Conrad, CVPM LAST WORD 62 VetPartners Corner Why not follow human medicine? By Tony Ferraro February/March 2018 Volume 2 | Issue 1 2 Welcome! 4 Viewpoints 6 News briefs 10 Client financing pays dividends Third-party funding can ensure that the pet gets the care it needs and the practice gets the business. By Jackie Brown 14 Significant others Patients and the referring hospital benefit when a general practitioner partners with a veterinary specialist. By Phil Zeltzman, DVM, DACVS, CVJ 18 How pet insurance may save your career Insured clients, job satisfaction and our ability to provide the best care for pets are all intertwined. By Ernie Ward, DVM, CVFT 30 Free publicity! Developing and promoting a compelling case study is one way to get media attention. By Jillian Spitz 32 In the internet we trust Know how to request online reviews and respond to less-than- stellar comments. By Ernie Ward, DVM, CVFT 48 The price is not always right If you don't know the difference between markup and margin, your revenue might be taking a hit. By Dan Truffini 56 Is your training program a train wreck? An effective educator will engage team members and identify diverse personalities and learning styles. By Claire Pickens, CVPM FEATURES Please visit us online to learn more about veterinary practice business and communication. "Looking good!" Practice owners considering a new or remodeled hospital might draw inspiration from innovative designs by three leading architectural firms. Pam Foster spoke with Morton Buildings Inc., Animal Arts and TerWisscha Construction Inc. See examples of their work at www.todaysveterinarybusiness. com/category/business. "7 ways to improve client engagement" How can you improve the client experience? One word: technology. Kaitlin Brady outlines seven modern ways to boost client engagement, improve the client experience and help the practice staff at category/communication. ONLINE EXCLUSIVES 36 Talk the Talk Critical points of contact build pet owner loyalty By Amanda Donnelly, DVM, MBA COLUMNS How affects you, too Sexual harassment in the workplace must be dealt with promptly, fairly and firmly. Cover story

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