Owners

Everyone knows that recognition is an integral component of managing and keeping team members happy. But admittedly, sometimes there's little or no budget for such rewards.

When most practice owners hear the four-letter word "OSHA," chills run up their spines. And I can certainly understand why—citations and fines aren't on anyone's wish list.

"If the unrestrained animal is the hospital's pet, the responsibility is clearly the hospital's," says Veterinary Economics Editorial Advisory Board member Dr. Karl Salzsieder, JD, a consultant with Salzsieder Consulting and Legal Service in Kelso, Wash. "If it's a client's pet, the liability depends on how the injury happened."

Only 21 percent of practices conduct performance evaluations, says Veterinary Economics Editorial Advisory Board member Dr. Karen Felsted, CPA, MS, CVPM, a consultant with Brakke Consulting Inc. in Dallas. Yet your success in practice largely depends on how well you manage people. And performance evaluations let employees know how they're doing, so they-and you-can improve.

Use this sample to develop your own written warning notice.

Legally, you can terminate an at-will employee at any time. Of course, there are some exceptions.

The veterinarian I work for has questionable ethics; he treats animals in ways that clients wouldn't approve.

Rep. Tom Lantos introduced the Pets Evacuation and Transportation Standards Act (H.R. 3858), which would amend the Robert T. Stafford Disaster Relief and Emergency Assistance Act.

At Catawba Animal Clinic in Rock Hill, S.C., it truly pays to be a longstanding employee.

In October 2005, Gov. Arnold Schwarzenegger signed S.B. 861, which allows cities and counties to enact dog-breed-specific ordinances pertaining only to mandatory spay and neuter programs and breeding requirements.

Background checks are not a waste of time or money. Here's why.

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My assistant dispenses advice liberally. While it's typically correct, I don't think she should be giving medical advice without my approval. What sort of guidelines should I set?

"Increased customer loyalty is the single most important driver of long-term profitability," say Scott Robinette, Claire Brand, and Vicki Lenz, authors of Emotion Marketing: The Hallmark Way of Winning Customers for Life (McGraw-Hill, 2000).

Give your team the freedom to make the practice shine.

"We all want our staff members to work together as a team, but it's hard to ask this of your staff unless they know the steps to take," says Julia Culbreth, the practice manager at Jefferson Animal Hospital in Louisville, Ky.

It's easy to overlook the problems that come with making clients wait. We think, "Hey, it comes with the territory." We make excuses. And we hedge our bets, knowing most clients only grow dissatisfied when they wait more than 30 minutes. But that approach won't wow clients. In fact, even a short wait may leave clients disgruntled. So it's an issue you should aim to manage.

Do you give this critical player the respect and responsibility she deserves?

Use this sample as a starting point to develop your own survey.

As the captain of your practice, it's your job to set the course and take advantage of the wind, urging the ship toward your destination. But you can't maneuver this behemoth alone. You need a crew. When they're truly onboard, your team members will have one eye on the horizon and another peeled for potential problems, and they'll help keep the practice on course.

Solid business ethics can help you establish a profitable, successful practice. And your clients will see your good side, too. Here are seven principles of admirable business ethics:

Learn the potential legal ramifications of terminating an employee.

Q: How can I protect my nonveterinarian significant other's investments in the practice—both monetary and sweat equity—in the case of my death?

Lester Crawford, DVM, Ph.D., who was the highest-ranking veterinarian serving in public office, has resigned as commissioner of the Food and Drug Administration.

A veterinarian I don't know that well offered me an opportunity to work for a clinic she's purchasing, promising that if we're compatible, she'll allow me to buy in. How do I formalize our agreement?

Many veterinarians donated their time and expertise after hurricanes Katrina and Rita. You, too, may have considered volunteering.

There's never enough time in your day—so make every moment in the exam room count. And remember, even small improvements in exam-room procedures can dramatically improve your whole team's efficiency.