All Clients are Not Created Equal


There, I said it. Everyone really knows it but for some reason veterinarians are held to some standard to treat everyone the same. The problem with this is that it is exhausting. Some clients are so awesome…they are kind, empathetic, aware of medical limitations and the fact that veterinarians don’t possess a crystal ball. Other clients though are “awesome- challenged”…they have unrealistic expectations generally based in the fear of losing something they love, financial constraints, lack of trust, inability to listen well and sometimes don’t they like their spouse and you have to run both sides. Exhausting.

I have been a veterinarian now for 20 years next month and what I have learned is that not every client is equal. And the more time I spend spinning my wheels in scenario #2, the less rewarding my day is as a veterinarian committed to helping every patient in my path. In the beginning of my career I based the definition of a “good day” on how many animals I saved. While that is obviously important, I now realize that doesn’t contribute to a good day as much as working with clients that “get it”. This is called #VETsquadgoals (see here: http://

Have we, as a profession, contributed to this? Is it the philosophy that we need to constantly be recruiting new clients to offset those that are leaving in order to maintain a healthy business without regard to the kind of clients we are recruiting? Maybe an alternative approach is to stop the bleed of clients leaving. Or even better, just focus on the big bleeds and stop those. The veterinary practice of the future is approaching this the same way we master a splenectomy or major surgery…don’t worry about the little bleeders, ligate the big ones and you’ll be fine.

It’s time to think about a new approach aimed at identifying squad goal clients and delivering an ultimate client experience so they would never consider leaving your practice. Here are 10 tips to make sure clients never leave your practice that you can apply as needed to create a VIP feeling:

  1. Create a loyalty rewards program so clients can receive perks for being big spenders at your hospital
  2. Take a photo of the pet and post it on your FB
  3. Have a “surprise toy box” in your cupboard and let the pet pick out theirfavorite surprise (Tip: hide some CET chews amongst the stuffed animals and most pets will pick the food keeping your costs down and generally resulting in a purchase of CET chews!)
  4. Send a bone or mouse toy in the mail after an illness or big procedure as a “get well soon” gift
  5. Allow pet parents to be with their pet during blood draws, nail trims, and sedations
  6. Invite pet parents into the “back” when they are dropping off or picking up a pet. This is a very VIP feeling to get to go behind closed doors. (Tip: Have a fluffy blanket and stuffed animal in each pet’s kennel for them so the parents will see this)
  7. Give them your cell number
  8. Text your client personally the next day to check on their pet after a bigprocedure
  9. When a pet dies, have a tree planted in their name or a garden rockmade with their pet’s name engraved on it.
  10. Remember the little things by being a good notekeeper. For example, Iknow that Sheba (my 13 year old diabetic cat patient) loves to be combed on the cheeks and eat Royal Canin treats during her exam so these things are waiting in the room for her prior to her arrival for an appointment.


23rd of September 2017 08:11 AM
OMG! The cat!! 😂😂
22nd of September 2017 01:57 PM
Great advice from our friends at IT Guru:

Apple Releases iOS 11 – IT-Guru recommends waiting to perform upgrade on your Apple devices!

It’s that time of year when Apple announces their next release of their iPhone 8 with a new iOS 11 operating system. You may see the option to upgrade to this new release in the coming days and we are requesting you wait to upgrade as this new iOS 11 is significantly different. After it has been out for a while and they have released at least 1-2 updates, is when we would recommend going forward. (Example 11.1.x may be a better time to make the update)

There have been announcements from some of the apps stating their app isn’t ready for the new iOS 11 updates. So if there are important features you want to assure work on your Apple device, it is extremely important to make you’re your device supports iOS 11. Thus the reason to wait until at least until Thanksgiving or even closer to Christmas, to assure this release is really ready for your device.

Lastly depending on your device, you may not want to upgrade as it may be fairly old and not handle this upgrade very well. Only newer devices within the last 3-4 years should be considered and if you have anything older like iPHone 4 or 4s it isn’t supported at all. Below is their supported list. But again some of the older devices although they support this upgrade may not run it so well. So we highly suggest iPhone 6 and above, iPad Air and above.

If you do decide to upgrade, we cannot guarantee compatibility with things like Office email, calendar and contacts right now until we test. If you decide to migrate and have issues going back to what you had can be difficult so assuring you have a good backup of your device prior to the upgrade is a MUST DO. We will request you work with Apple support direct to roll you back as your best option of support. (Apple store or Apple Phone support). We just are not in a position to assist with mobile device upgrades until we fully test these ourselves. Depending on feedback, we may even wait to see if there are issues and that time frame may be early December as we watch forums on others that have gone through the update.

“You can't send or reply from, Office 365, or Exchange 2016 in iOS 11 Symptoms
In the native Mail app ( on your iPhone or iPad, you can't send or reply from your, Office 365, or Exchange Server 2016 email account after you upgrade to iOS 11.
Note: These issues don’t occur in iOS 10.
Cause: This issue occurs because the Mail app on iOS 11 is not compatible with, Office 365, or Exchange Server 2016 running on Windows Server 2016”.
Thanks in advance for your time and hoping this helps answer questions on if you should upgrade to iOS 11.

Our professional advice is to let others roll this out, do the testing and have Apple provide a few fixes, before rolling up to the new release assuring the apps you use will work.
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21st of September 2017 04:18 PM
Millennials are now the largest generation segment of pet owners, and 95% of them own a smartphone. What are you doing to market to this pet owning majority?
Check out our latest webinar, "Confessions of a Millennial Pet Owner", featuring Vet2Pet's Karyn Ekola and Hadley Larsen!
Join us as we learn about how millennials search for businesses and utilize loyalty programs. Ever wonder what millennials do when the phone book arrives? Watch to find out!