by Kelli Kerwin, CVPM | Blue Heron Consulting In the modern veterinary landscape, the "Good Doctor" model—providing excellent care and assuming clients will stay—is facing a new reality. Research shows that client loyalty is beginning to fade as pet owners become more price-sensitive and digitally savvy. When we reach for the "discount" button to fill our [...]
feat. Stacy Gentry | Blue Heron Consulting In today’s world, where strong connections are vital, building meaningful relationships with your clients is essential for long-term success. This webinar focuses on helping you create authentic connections that go beyond routine transactions. We delve into the pivotal relationship between the client experience and the long-term loyalty it [...]
feat. Stith Keiser and Kate Crumley, DVM, MS | Blue Heron Consulting Every veterinary professional has had a day derailed by a tough client interaction or tension among colleagues. Whether it’s an aggressive remark, a misunderstanding, or a miscommunication rooted in stress, these moments can be draining. But with the right mindset, tools, and techniques, [...]
by Stith Keiser | Blue Heron Consulting This article was written for and featured in Clinician's Brief. I recently spent a few days onsite with the new owner of a small animal practice. We had also met the previous evening and over dinner discussed her primary concerns. She said the practice was extremely busy—a good [...]
by Stith Keiser | Blue Heron Consulting This article was written for and featured in Today's Veterinary Business. If I could assign one word to the feeling around change in this hospital, it was “fear.” Not the kind of fear like that feeling of excitement or pre-game jitters, but the primordial, fight-or-flight type of fear. [...]
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