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...]
When what’s possible isn’t an option, enter the spectrum of care
Not all veterinary clients can afford the gold standard and sometimes a pet’s health situation has limitations. Mark Thill reviews how the rising bar for “standard of care” comes with ethical and practical challenges. He shares perspectives from various leaders about “care creep” and how some veterinary students are being introduced and taught to deal with care … [Read more...]
And, “What else?”
Most communication failures occur when we do not fully understand the customer’s point of view. Source: Vet Advantage, December 2022. Link. When the customer has answered your initial question, and you have acknowledged their response, the next appropriate follow-up question is, “And what else?” INSIGHT: Feeling nosey? Do not worry as leaders are naturally … [Read more...]
Worth a Glance – December 14, 2023
Last week’s AHD Bulletin – Animal Health Digest Bulletin, 2023. Link. Most read posts from the December 7th AHD Bulletin – Pay attention to others. They’re not thinking of you. Link. Lapsing client numbers increasing. Link. The average pet owner has 72 “pet panics” per year. Link. ============================================ Top 10 veterinary … [Read more...]
A proactive approach to feline stress
Contains Commercial Content Cat owner and Vet Advantage columnist Dawn Singleton-Olsen explains how helping veterinary teams educate cat owners about regular vet visits and some products that are helpful with the stresses of proactive feline care. Source: Veterinary Advantage, December 2022. Link. . . . attract more cat owners through client education and recommending … [Read more...]
The right stuff for success
The right stuff works across industries, professions and occupations. Source: Veterinary Advantage, February 2023. Link. Their focus is on the problem, not the person involved. INSIGHTS: High performance attitudes, characteristics and skills are universal. … [Read more...]
The power of “What Else?” and other follow-up questions
Powerful follow-up questions, asked in a timely manner, will double the impact, yield faster and more accurate results during interactions with clients, customers and colleagues. Patrick T. Malone shares we often miss the opportunity for enormously powerful follow-up questions that demonstrate our genuine concerns while providing us with more information about our clients’ … [Read more...]
AAFP’s Guideline Briefs, an exclusive member benefit
AAFP’s new Guideline Briefs have been designed to help convey the major tenets of past guidelines into a short, easy-to-read format that can be easily printed and posted in veterinary practices and help educate staff. Source: American Association of Feline Practitioners, Link. Future Guidelines Briefs will be included as supporting materials when new practice guidelines are … [Read more...]
A critical time for osteoarthritis
One of the largest trends in animal health has been the rise in cases of osteoarthritis, writes Graham Garrison. Citing increasing obesity trends in cats and dogs, he shares facts gleaned from Banfield studies and key points from Jo Ann Morrison, DVM, MS, DACVIM. <increasing obesity> trends have created a critical moment for veterinary teams to adjust our tactics as we … [Read more...]
Reasons for optimism in the animal health market
Based on recent industry figures, things are looking up for the animal health market, says Graham Garrison, who shares industry figures and estimates that bolster confidence in the pet care segment. <factors contributing to U.S. pet industry growth> include a heightened focus on pet health and wellness among pet owners in closer contact with their pets, a ramped-up … [Read more...]
Consolidation trends of veterinary practices acquired by corporate groups are important to observe
Note: Articles like this one are must-reads for animal health pros. Consolidations by merger/acquisition, vertical integration, alliances and more affect how we do business and as important, how animal owners are influenced and guided. Graham Garrison examines the trends of corporate group acquisitions of veterinary practices and shares perspectives from several practice … [Read more...]
Worth a Glance – June 23, 2022
Last week’s most read posts IRS increases mileage rate for remainder of 2022. Link. Last week’s AHD Bulletin Animal Health Digest Bulletin, Thursday, June 16, 2022. Link. =================================== New grant will help veterinary students learn how to practice using a ‘spectrum of care’ model Source: Veterinary Advantage, June 2022. Link. The … [Read more...]
Change and consequences
Experts often conclude people are resistant to change, which is not true. We are resistant to one of the two consequences of change: success, or failure. I do not believe folks fear success. So, the resistance to change is rooted in the fear of failure. Source: Veterinary Advantage, April 2017. Link. Conversely, the lack of consequences, negative or positive, will only … [Read more...]
Veterinary Cannabis Society working to empower through education
The developing cannabis market for animals is a prime example of a consumer-driven market seeking consistent, dependable supply. CBD supplements and cannabis use remains a hot and complicated topic in veterinary medicine. Traditional research is scarce compared to other veterinary products, but that has not slowed the development of new products. The Veterinary Cannabis … [Read more...]
Success starts with followership
Unfortunately, too many people ignore followership and focus instead on trying to be more engaging, convincing or interesting. Source: Veterinary Advantage, August 2021. Link. When you give someone directions to your home or office, you first determine the other person’s location or starting point. The directions you then give vary based on where the other person is at any … [Read more...]