Amanda L. Donnelly, DVM, MBA

When pet owners visit veterinary practice, their first and last interactions are typically with the front office team. Consequently, client service representatives need to be well trained to create positive first and last impressions.

Most veterinary practice leaders want to grow their practices and strive to implement marketing initiatives that will result in increased revenues for the practice. Unfortunately, the efforts by many veterinarians and managers fall short due to a lack of proper planning.

Marketing planning includes reviewing the practice's key performance indicators or KPIs to assess the areas of opportunity to grow your practice. Once you have made analyzed your hospital data and KPIs, you can take action to develop and execute specific marketing initiatives that will result in the greatest benefit for the practice.

Most veterinary businesses, regardless of size, are started by individuals who have a vision of how they would like the business to operate and some idea of their desired long-term goals.

Veterinary practice owners and managers often find marketing to be a somewhat daunting challenge.

The 2008 Employee Engagement Report published by BlessingWhite, a global consulting firm, found that only 29% of employees in North America are engaged and 19% of employees are actually disengaged.

Positive internal communication in the veterinary practice starts by facilitating effective communication between owners and managers.

All service businesses can be differentiated based on the level and type of service that is provided.

Veterinary owners and managers often convey frustration about job performance inconsistencies and failure of some employees to complete job tasks.