How to stop doctor discounting!

by Stacee Santi, DVM

#vettruths #rewardtowin #stopthediscount

The actual names of the individuals and pets in this story have been changed to protect the innocent



It happens…the front desk fails to give all the pre-op instructions. It’s a busy scene at the front desk. Personally, I’d rather spay 20 fat labs than work 1 day at the front desk (#vettruths). Here’s what happened.


Joe Smith was planning to get his 2 year old lab Millie spayed, who by the way is no slenderella. Joe is a good guy and loves his dog. Being new in town, he scheduled an appointment just to meet his veterinarian and discuss the procedure. He scheduled some of his vacation days around the event. The practice called him the day before to confirm everything. (You’re starting to get anxiety because you know where this is going don’t you?)



We’re all ready. O.R. is prepped, Joe has his best game face on even though he’s worried sick, and the doc has moved some patients so Millie can go first to alleviate some of Joe’s anxiety. BUT, there’s one small problem….Millie is in heat! UGH. (Did you remember the part where Joe took 2 days off work for this?)


We had some client recovery options….

  1. Do it anyway – some could argue this would be the best for the client despite not being best for Millie
  2. Reschedule and comp it (or a portion of it)
  3. Use reward stamps to make Joe feel better.



Joe came back a month later, thankfully. Millie wasn’t in heat then and her surgery went great. The doctor didn’t comp any fees from the surgery. If you have ever done this surgery (branded to be a “simple drop off procedure”), you will know it’s a miserable event involving greasy surgical gloves from the fat and a potential landmine of complications around every corner generally involving big arteries and is performed through a very small incision to top it off. Therefore, doing a dog spay at a reduced rate is not appealing to anyone (#vettruths).


The veterinarian gave Joe a bonus stamp on his loyalty card in his app which did the trick! Not only did this preserve the fee schedule of the hospital and not de-value services by discounting, this helped move the client closer to their goal. It’s subtle but more powerful maneuver to move someone toward a positive and pull them back from a negative.


Here’s what the client wrote on our post visit survey:
“We brought Millie in to get fixed for this appointment. We had tried to bring her in to get fixed a month earlier, but she was still a little bit in heat at that time, and when I talked to the Riverview representative on the phone about Millie still being in heat and getting her fixed the hospital rep said that it was fine but that it cost a little extra money. We came to find out when we brought Millie into get fixed that it isn’t good for the dog to get them fixed when they are still in heat. We decided to reschedule her appointment and get her fixed a month later. You guys did a good job with her surgery, and she is recovering well.

You made a point to make the miscommunication and inconvenience of the first appointment right with us by giving us a punch on our points card, and I appreciate that.

You guys also followed up on a weird heart thing that Millie had the first time that she was put under at your hospital, and it gives me comfort to know that you are paying close attention to my dogs needs under those circumstances.”


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
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