How to start a successful behavior program
This case study shows how to strengthen your relationships with clients, build their bonds with their pets, and grow your practice.
Nov 01, 2009
You have a vision for a new behavior program for your practice, and it's going to be great. It's going to strengthen the bond between clients and pets, maximize patients' well-being, and help your practice and your team grow. The only hitch: You need your doctors and team members to think it's a great idea, too.
Of course, it's up to your doctors to determine whether the programs fits your practice's mission. After all, the doctors must get on board first, and then the team needs to plan and train thoroughly before introducing a program to clients.
To jump-start the planning process and help build buy-in, set aside time during a team training session or staff meeting to discuss your ideas and uncover any obstacles. Those who've helped launch new programs will tell you team members must accept the new idea if you want it to be successful. They must support the program and those who lead it by participating with their own pets and delivering a consistent message about the program's importance to clients.This practice invested the time and money to teach all of its team members how to educate clients and make consistent recommendations. Consider their advice to launch a successful program in your practice.
Blast off with a behavior program
Preventing canine behavior problems before they begin is the goal of the behavior training program at Nassau Veterinary Clinic in Nassau, N.Y. Sixteen years ago, the practice was losing its share of patients to shelters because of behavioral problems. So practice manager Florence Sanford, CVPM, hired Marlene Wagner, a veterinary assistant and Certified Pet Dog Trainer (CPDT), to start a positive, reward-based training course to bond clients and pets from puppyhood and preserve their relationship with the practice. Wagner and her team of trainers, which includes two clients with experience in agility and rally obedience training and classes, plan and teach the courses one night a week.
Nassau Veterinary Clinic also offers a secondhand dogs course for adopted dogs and their owners. And the practice's responsible pet owners program entitles clients who have completed at least one training course to a discount on their pet's ovariohysterectomy or neuter. In June, the team launched a new program called "Tails on Trails" that provides clients and their pets the opportunity to practice what they've learned in two or more previous training courses in a public setting, such as a shopping center or park.