Veterinary Economics - February 2012 - (Page 12)

PRACTICE MANAGEMENT Q&A Q Resist ﬂea RESISTANCE How should we respond when clients still see ﬂeas after using a product and insist the product isn’t working? When owners insist they’re still seeing fleas after using a preventive product, it’s time to investigate, says Ciera Sallese, CVT, a technician at Metzger Animal Hospital in State College, Pa. “Many times a pet owner may have applied the product incorrectly, and the answer could be very simple,” Sallese says. “We should ask how they applied the product and whether they gave the pet a bath before or after the application.” If you rule out application error, Sallese says next you should ask questions about the pet’s environment. Does the pet go outside where it could encounter fleas or flea eggs deposited by wild animals? Do other pets live in the home and, if so, has the product been applied to them as well? Is there a chance there’s a flea infestation in the home? “It’s common for pet owners to concentrate on dogs when they’re using preventives and forget to treat their cats as well,” Sallese says. “We should always stress the importance of continuous prevention for each pet in the home.” If you live in an area with few to no fleas, your investigation may need to go deeper. For example, Carrie Murry, practice manager at Lone Peak Veterinary Hospital in Draper, Utah, says it’s not unusual for people to assume their pets have fleas when they don’t. So she’ll recommend pet owners bring their pets in for an exam so the veterinarian can identify the true problem and offer treatment. QHow deposits can save profits What should we do when clients accept a treatment plan with an estimate and then, after the procedure is done, reveal that they can’t pay the bill? “My guess is that you haven’t established a relationship with these clients and they don’t come see you year after year,” says Sheila Grosdidier, RVT, a consultant with VMC Inc. in Evergreen, Colo. “In these cases, ask for a deposit that reﬂects at least 50 percent of the client’s total bill before proceeding.” Some practices even ask for the total amount up front if it’s an emergency procedure or the client is new to the practice, Grosdidier says. Just be prepared for a few pet owners to raise an eyebrow—or two. “While it’s important to be compassionate and understanding with clients, remember it’s not your job to provide free services,” Grosdidier says. Many clients may understand this but simply don’t know where else to go for ﬁnancial assistance. That’s where you come in. “This is a great opportunity to talk about third-party payment plans and help clients explore their options without your taking on their payment responsibility,” Grosdidier says. Sheila Grosdidier “ Remember it’s not your job to provide free services. 12 VETERINARY ECONOMICS ❘ February 2012 ❘ dvm360.com ” CSA Images/Getty Images http://www.dvm360.com

Table of Contents for the Digital Edition of Veterinary Economics - February 2012

Veterinary Economics - February 2012
Contents
Checking In
Get in Touch
Mailbox
Practice Management Q&A
Practice Tips
Click & Copy
Can This Practice Be Saved?
7 Ways to Give Dental Recommendations
Modernize Design, Maintain Clients
Marketplace
Hot Button

Veterinary Economics - February 2012