Brrrrrrrring! Your CSR glances at the caller ID and sees not a name, but a company flashing back: Google. Odd... but they pick up. Before they can get out more than a few words, a weirdly automated voice asks how much an exam costs, whether your practice has any appointments available, or what you charge [...]
Most practice owners still picture Google Search the old way: someone opens Google, types a few words into the search bar, scrolls through the results, clicks a website, and decides what to do next. Google is moving people away from that pattern. Last week, we wrote that a pet owner might choose a veterinary practice [...]
My eye twitches every time I hear the phrase “client education” in veterinary medicine. Of course your clients need information. They need medical explanations in plain English, clear discharge instructions, what that lab value trending upward means, and the guidance that, yes, male cats do, in fact, have nipples. But “client education” is too small [...]
This morning, Chewy announced it will acquire Modern Animal, a 29-clinic veterinary group with 100,000+ member families and $125 million in annualized revenue. Chewy's veterinary footprint jumps from 18 locations to 47 overnight. The veterinary profession's reaction was immediate and justified: alarm, frustration, calls to support independently owned practices. I get it. But before we [...]
Most conversations about AI in veterinary medicine focus on internal practice efficiency—record-keeping, scribing, streamlined client communication, and automating admin tasks. Useful? Absolutely. But these areas aren’t where the most important change is happening. In fact, the same shift is already unfolding in human healthcare: a recent New York Times article described how patients are using [...]
“Change is coming, and the curve is logarithmic, not linear.” That’s how Robert Sanchez summed it up when we contributed to the AI in Companion Animal Veterinary Medicine Report. It’s a 75-page deep dive led by Jon Ayers, with contributions from Dr. Adam Little, Aaron Massecar, Dr. Jane Brunt, David Kincaid, and Robert himself. It’s [...]
Last week in New Orleans, at the Veterinary Hospital Managers Association (VHMA) conference, we unveiled something our team has been working on quietly for the last two years. It’s called Spotlight, and I believe it’s going to change how practices think about intake. For decades, veterinary intake has been focused on one thing: getting the [...]
The Myth of Client Education on Veterinary Websites Veterinary medicine is full of tools that promise to make client education easy. At first, these were simple libraries of articles you could post on your website. Now vendors are offering full AI chatbots that claim to answer every pet owner’s question. Here’s the problem: that’s not [...]
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