Today's Veterinary Business

APR 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 April/May 2018 • TODAYSVETERINARYBUSINESS.COM BUSINESS 8 Money Matters Make it your business By Leslie Mamalis, MBA, MSIT, CVA 18 Constructive Criticism Divide and conquer By Paul Gladysz, AIA, NCARB, CSI, ICC 29 Protect & Defend Shared responsibility By Ed Branam, DVM, CIC 32 Innovation Station The changing veterinary landscape By Aaron Massecar, MA, Ph.D., and Adam Little, DVM COMMUNICATION 38 Talk the talk It's your call By Amanda Donnelly, DVM, MBA 40 Socially Acceptable Show the love By Eric D. Garcia 41 Fearless The fearless exam room By Natalie Marks, DVM COMMUNITY 43 Diversity Toolbox Hidden talent By Lisa M. Greenhill, MPA, EdD 45 Creative Disruption The Goldilocks concept By Bob Lester, DVM 46 Go With the Flow Flow in the face of adversity By Jeff Thoren, DVM, PCC, BCC, and Trey Cutler, JD 48 Politics & Policy PetsPAC packs a political punch By Mark Cushing, JD LEADERSHIP 50 Getting Technical Do the math By Sandy Walsh, RVT, CVPM 56 H.R. Huddle Break the impasse By Charlotte Lacroix, DVM, JD 58 Take Charge Get the best out of your team By Abby Suiter, CVPM MERCHANDISING 60 Selling Points Mix business and pleasure By Brian Conrad, CVPM April/May 2018 Volume 2 | Issue 2 2 Welcome! 4 News briefs 63 Viewpoints 16 Put your heart into heartworm prevention Constant communication and education, often through technology, can raise the client compliance rate. By Lori Teller, DVM, DABVP, CVJ 22 Go paperless Electronic recordkeeping will take a practice to the next level as long as the computer hardware gets needed upgrades, data is protected and the veterinary team is trained properly. By Nancy Dewitz 24 The missing link Asking dog owners about any cats at home — forgotten felines number in the millions — promotes animal health and can help fill a practice's appointment slots. By Peter Weinstein, DVM, MBA 26 Make your hospital a household name Clinic-branded products can keep initial and recurring sales within the practice. By Keith Loria 34 Deliver the goods Veterinary practices can fulfill client needs and reduce inventory costs by having drugs and food shipped to the pet's home. By Jackie Brown 52 It takes a village to serve a client Develop a dream team within and outside your practice to extend veterinarian capacity. By Louise S. Dunn 53 Silence the rumor mill Workplace gossip can be harmful, so know how to control it. By Kellie Olah, PHR, SHRM-CP FEATURES COLUMNS LAST WORD 62 VetPartners Corner Personalized medicine improves outcomes By Lowell Ackerman, DVM, DACVD, MBA, MPA, CVA Cover stories Thwarting gray- market suppliers is a challenge for manufacturers. Fighting the good fight How one veterinarian became a diverter of pet medications, and why he might do it again. A dark secret

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