By Karin Jager
Veterinary teams are feeling the squeeze of today’s economy — rising costs, fewer visits, and shifting client expectations. In our work across the animal health space, we’ve seen how small, strategic changes can make a big difference. Below are five areas where practices are finding traction — not with major overhauls, but with focused, practical adjustments.
1. Reframe the Value of Preventive Care
Clients already believe in caring for their pets — the challenge is helping them see preventive care as a financially smart move.
- Use real examples to show how early detection avoids expensive treatments.
- Swap “preventive care” for more emotionally resonant language like “staying ahead of problems” or “more good days together.”
2. Improve the Hand-Off, Not Just the Appointment
What happens after the visit matters just as much as what happens during it.
- A follow-up call or text can reinforce trust and keep clients engaged.
- Recap next steps clearly, including cost expectations when possible, to help families feel informed and in control.
3. Offer Flexible, Clear Payment Options
Flexibility doesn’t have to be complicated.
- Offer one or two easy-to-understand payment options and keep explanations simple.
- Train your team to use empathetic language like “we’ll work with you” instead of leading with policies.
- A quick mention of pet insurance at intake or discharge can prompt helpful conversations, especially for new pet owners.
4. Give Your Community a Reason to See You Beyond a Crisis
When budgets are tight, clients need more than a reminder — they need a reason to stay connected.
- Host simple events, share pet health tips online, or partner with local shelters or pet-friendly businesses on fundraisers, 5ks, and community events.
- Even a monthly email answering one common pet care question can provide value and keep your practice top of mind.
5. Support the Team Behind the Care
Your staff are at the front lines of financial conversations — and they need tools, not just good intentions.
- Equip them with a few go-to scripts or phrases to talk about care costs with confidence and compassion.
- Focus on internal communication just as much as external messaging — it helps reduce burnout and improves consistency.
Final Thought
In challenging times, small shifts in communication and connection can have an outsized impact. These aren’t flashy solutions — they’re practical, thoughtful adjustments that keep client relationships strong, staff empowered, and care accessible.
If your team is making similar changes — or looking to — know that you’re not alone. A little intentionality can go a long way.
This article originally appeared in the August 15, 2025, issue of The Fountain Report.