 Hospital Management Editor Mark Opperman is a certified veterinary practice manager and owner of VMC Inc., a veterinary consulting firm based in Evergreen Colo. Through his firm, he has consulted with more than 800 veterinary hospitals throughout North America, providing assistance in associate hiring, partnership formation, exit strategies, employee issues, profitability, efficiency, and more. He has lectured worldwide at meetings such as Fetch dvm360 conference (formerly CVC), the North American Veterinary Conference, the World Small Animal Veterinary Conference, the Denmark Annual Congress, and the London Veterinary Forum. Opperman founded the Veterinary Hospital Managers Association and served as president until 1993. Through his VMC School of Veterinary Practice Management, he has trained more than 250 practice managers.

Most practices get pushback from clients once in awhile about their fees. This is not a problem. However, I know of some veterinarians who've been so traumatized by a client's yelling and making a scene in the practice that they reduced their fees to the level they thought would appease that pet owner—and every other potential troublemaker who walked through the front door. 

The next question I ask these veterinarians is how many other clients didn't complain and, in fact, even thanked the practice for its quality of care and service. These are the clients you want your practice to cater to. You'll never make everyone happy, so please don't reduce your fee schedule because one or two people complained. In fact, if you never hear a complaint, that's cause for concern.  

Charge fair fees for what you do, charge for everything you do, and remember that price is only an issue in the absence of value. Enhance the value of your services in your clients' eyes, but don't reduce your fees to the lowest common denominator. 

Client Relations & Marketing

Don't let veterinary clients throw a fit over a bill. Here's how.

How to avoid a tantrum at checkout

Latest News