Editor’s note: Whether a sales rep, pet services provider, a retail associate or part of a veterinary clinic team, when a transaction is involved, a sale is taking place. Sales interactions with clients of the practice have much in common with distribution reps calling on it. So, consider these tips for managing those barriers to sales success. Source: Veterinary … [Read more...]
No title, no problem
Leadership begins the moment you care more about the success of others than your own. Source: Veterinary Advantage, May 2025. Link. One of the biggest mistakes I see young professionals make is thinking leadership means talking more. Nope. It’s about talking better.” INSIGHTS: It starts with listening to understand. … [Read more...]
“What Else?”
To fully understand the situation, you need the customer’s perception of the NEED, its IMPORTANCE, QUANTIFY it, then consider the positive/negative CONSEQUENCES and LOOK at the options. Many times, you need to ask follow-up questions. Examples are included in this article. Source: Veterinary Advantage, December 2022. Link. Every practice team member is in SALES . . . and has … [Read more...]
Time management or prioritization?
Includes Commentary Time management in animal healthcare isn’t about squeezing more hours out of the day – it’s about spending the hours you have on what moves the needle, writes Brian Sullivan. His focus is on salespeople, but the guidance is universal. He asserts that it’s not time that’s scarce, it’s your focus. Agreed. Source: Veterinary Advantage, April 2025. … [Read more...]
Financial strain often shapes horse owners’ veterinary decisions
A University of Kentucky study motivated by frequent references to the challenges of keeping equine practitioners in the profession confirms that financial constraints affect decisions about veterinary care. Nearly 50 percent of respondents reported being able to accommodate unexpected medical expenses of $5,000 or less. Source: Veterinary Advantage, June 2025. … [Read more...]
Google reviews, ratings may warn of practice decline
Google ratings and review volume offer accessible, real-time insight into customer sentiment, shares Chris Kelly. He presents trends in enterprise practices and notes a shifting focus from aggressive acquisitions toward operational efficiency. Source: Veterinary Advantage, May 2025. Link. While <practice> closures can result from a wide range of operational or … [Read more...]
Difficult customers
Sometimes there are customers you cannot seem to please, no matter how hard you try. You know the type; the folks who never seem satisfied even when they get exactly what they ask for. Source: Veterinary Advantage, August 2023. Link. Every successful conversation is a give-and-take between two or more people . . . Showing respect when respect has not been received sounds … [Read more...]
Above all else, Integrity
In a person, integrity means having a strong and unwavering commitment to ethical and moral principles. Merriam-Webster defines integrity as being honest, trustworthy and having a strong moral code. Source: Veterinary Advantage, June 2019. Link. If you have integrity, nothing else matters. If you don’t have integrity, nothing else matters.” INSIGHTS: Hard times are the … [Read more...]
The feline factor: gaps, opportunities and paradigm shifts
Commentary: article includes commercial references If you skimmed Graham Garrison’s article and you believe in helping develop the feline veterinary business, it is worth another read or two. This would be a fun article to discuss and workshop with a veterinary team. It’s more than a 10-minute read, so we asked CoPilot to create a summary page as an experiment. Source: … [Read more...]
Growing your practice
The same 12 elements that produce success for distribution reps calling on your practice will also help your staff produce greater success with your customers. In sales, ‘NO’ is just part of the game, shares Brian Sullivan in this article. Don’t let rejection slow you down; let it fuel you. Each ‘no’ brings you closer to a ‘yes.’ Source: Veterinary Advantage, December 2023. … [Read more...]
Managing resistance
Resistance to change is a natural part of business, and your role when facing a customer’s objections is to facilitate that change and do it better than everyone else. The more you help your customers manage the concerns preventing them from reaching confidence, the sooner you will become more of a trusted adviser versus another person selling something. Source: Veterinary … [Read more...]
The enemy of customer service is pride
Right or wrong, the goal isn’t to win an argument, rather it is to win the customer, writes Shep Hyken. When we let go of pride and focus on helping, we create better outcomes for everyone involved. Source: Veterinary Advantage, April 2025, Link. The next time you find yourself in a situation where you know the customer is wrong, ask yourself, “What’s more important, being … [Read more...]
Logic, emotions and decisions
Our logical brain and our emotional brain are always at work in any decision-making process. The importance of the decision determines which one drives the decision. Source: Veterinary Advantage, October 2023. Link. The “decision tree” dynamic is constantly in play and creating decision-making attitudes within the customer.” INSIGHTS: Attitudes are situational and … [Read more...]
Plain speak
Plain speak is about clarity, efficiency and making your message stick with your customers. It isn’t about dumbing down your message. It’s about smartening it up. It’s about clarity, efficiency and presenting a message that sticks. No one likes jargon, writes Brian Sullivan. Source: Veterinary Advantage, August 2024. Link. Questions make your clients think and relate their … [Read more...]
Continuous improvement
Even small enhancements to your customers’ experiences can add up to big wins for your practice or pet services business. Source: Veterinary Advantage, April 2024. Link. It doesn’t matter how long you’ve been doing something that works, come back on a regular basis – annually – and take a closer look.” INSIGHTS: Good today, average tomorrow, can lead to mediocre next … [Read more...]
Simplicity equals success for parasiticide compliance
Recent metrics from Vetsource show year-over-year parasiticide purchases remain in the negative <Link>. The April 2025 VetWatch® commentary echoed the decline <Link>. Across the industry, client adherence to preventatives remains a primary concern. Jamie Lyn asked three veterinarians to identify the practical insights and tactics some practices use to … [Read more...]
Selling the emotion
Pet owners don’t see their animals as “just pets.” They’re family. They worry about their dog’s arthritis, their cat’s weight gain, and whether their rabbit is secretly plotting world domination. Source: Veterinary Advantage, March 2025. Link. When you tie the product to real-world outcomes, you help your customer see the immediate impact.” INSIGHTS: Speak your customer’s … [Read more...]
Your part in heartworm prevention
You can use the same strategy with your clients that distribution reps use with your clinic to increase heartworm prevention. Ticks, along with mosquitoes, are the principal transmitters of both human and pet vector-borne pathogens. Heartworm is a life-threatening parasite that is 100 percent preventable. Source: Veterinary Advantage, June 2024. Link. Even with so many … [Read more...]
Everyone at the practice is included in your sales team
Every person in a veterinary practice should be part of the sales team. These 10 tips will help them and you improve the overall practice performance. Source: Veterinary Advantage, February 2025. Link. Make it clear, concise, and – dare I say it – compelling.” - Brian Sullivan, CSP INSIGHTS: Planning and preparation helps the animal, client and practice succeed. … [Read more...]
Negative and positive consequences
What’s the risk if I don’t follow the parasite control regimen? What’s the benefit if I do? Stress those two answers for your customer and your compliance will improve. Source: Veterinary Advantage, April 2017. Link. Negative or positive consequences are great motivators in helping people embrace change. Conversely, the lack of consequences, either negative or positive, … [Read more...]
The value of “and what else?”
As our business environment gets more complex, it’s essential we adapt to this complexity. Questions help clarify the problem from our customer’s perspective. Source: Veterinary Advantage, December 2022. Link. Demonstrating genuine concern for our customers will provide us with more information about their situation.” INSIGHTS: Be interested and others will find you … [Read more...]
Bringing value
It doesn’t matter if it is a distributor rep talking to a practice decision-maker or the vet tech talking to a customer; the question is the same – Are you bringing value? Source: Veterinary Advantage, May 2023. Link. Ask yourself, “How do I differentiate ourselves and our practice from every other practice?” INSIGHTS: “Be curious, not judgmental.” - Ted Lasso … [Read more...]
Getting to YES
Every practice employee is an ambassador for that practice and, as a result, has a responsibility to aid in the sales process. Source: Veterinary Advantage, October 2024. Link. “(Inaction bias) is a little devil driving the tendency to do nothing because the risk of making a wrong decision feels too high,” says Brian Sullivan. INSIGHT: Think of it as leadership – helping … [Read more...]
Plain speak matters
It does not matter if it is a salesperson to the DVM, or the DVM, vet tech, front desk service rep or kennel manager to the client, clear and concise communication works well throughout the practice or pet services business. Source: Veterinary Advantage, August 2024. Link. It’s about clarity, efficiency, and making your message stick. People crave straightforward, … [Read more...]
Success with supplements
Health and wellness trends are driving a pet supplement market positioned to surpass $2.7 billion <Link>. Many veterinarians are concerned about quality, writes Graham Garrison, who shares the opportunity to help practices realize revenue benefits that accompany selling supplements. Packed Facts’ survey <Link> indicates online purchases outpace in-store sales giving … [Read more...]
United Veterinary Service Association panelists discuss access to care
UVSA leaders and members outlined ways they can take a proactive role in the animal health industry to improve access to veterinary care. Graham Garrison outlines interview topics from the recent USVA annual conference, the importance of access to care, the association’s upcoming initiatives and the commitment to NextGen leadership education. Source: Veterinary Advantage, … [Read more...]
Logic, emotion affect decisions
A better understanding of decision-makers will lead to more productive client conversations. Simple decisions are mostly dominated by logic, while more complex decisions are derived by the emotional components of decision-making. Source: Veterinary Advantage, October 2023. Link. Attitudes are dynamic, changing based on each situation and the moment in … [Read more...]
Adjusting to your customer
The ability to connect with customers in a meaningful way and offer solutions that meet their needs and solve their problems means you’ll be relevant to them. Source: Veterinary Advantage, December 2023. Link. Explore the challenges that each customer is facing and find ways to help.” INSIGHT: Every team member is a representative of your practice. … [Read more...]
Interested? Then ask.
While no one wants to be seen as rude, nosey, overbearing or insensitive, I believe the fear of asking some questions is often overblown. Source: Veterinary Advantage, August 2023. Link. How can we help others succeed if we don’t know where they want to go?” INSIGHTS: Ask “And what else?” until the answer is “nothing.” Also see: The power of questions, AHD Archives, … [Read more...]
The state of allyship in animal health
Last week we shared Sara Taylor’s article on unconscious filters and biases <Link>. In this article, MWI’s Lesli Stasiek shares excerpts from the 2023 State of Allyship-In-Action survey in which WILMAH participated. The participation enabled a look at animal health industry data separate from the total survey results. Positioning allyship as a continuum, she shares the … [Read more...]