July 2014



Phone (908) 823-4607- info@veterinarybusinessadvisors.com

The Complete Client Experience


When you go to a restaurant, what would make you submit a response about the service online? Do you have a favorite physician? Do you shop at Wal-Mart or Nordstrom? What kind of experience do you have at these different establishments? Did you feel you received value for the money you spent? Which one gave you a "bang for your buck?" What did the establishment do to make you have an awesome experience and want to return or make referrals to them?


Here is a decisive moment for you - how would you compare your practice to your favorite restaurant, dentist, clothing store or grocery store? This is not as crazy as it sounds - your competition is anyone you are compared to. Whom are your clients comparing you to? What do your clients value and therefore expect you to deliver? Are your clients having a positive service experience at your practice compared to other businesses they frequent?


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What Is The Difference Between A Temporary Employee And An Intern or Volunteer?


Temporary Employees are employed for a specific period of time (such as summer, school vacations, per diem, holidays, project assignments, etc.) which is acknowledged at the beginning of the assignment and for a specific purpose (such as to replace a regular employee who is temporarily absent, work on a designated project, etc.). These types of paid assignments require the individuals to be guided by the same standards of conduct that is appropriate for the Practice. A temporary employee or independent contractor is not eligible for benefits and once the assignment is completed, the employment relationship will be terminated. A temporary employee should complete an application, an I-9 Form with supporting documentation, a W-4 form, a confidentiality agreement and any paper work necessary for payroll processing. An independent contractor should complete a W-9, a consulting agreement with the Practice, a confidentiality agreement, show proof of worker's compensation insurance and submit an invoice for payment of services.


Volunteers or Interns are individuals who observe the Practice's operations for a specific purpose (e.g., school project, research report, future veterinarian, etc) and a specified, short period of time. A volunteer is not to have any contact with animals or any Practice supplies including medical equipment. A volunteer is not an employee, assumes no responsibility and receives no compensation or benefits whatsoever. Volunteers are required to sign a volunteer release and waiver of legal liability agreement, confidentiality agreement and submit proof of health insurance. Volunteers must be at least 16 years of age.

Since these classifications are not employees, there is no expectation of compensation or other consideration from the Practice, the individual acknowledges making an informed decision knowing that there are risks associated with his/her presence/participation in activities at the Practice, accepts legal and financial responsibility for his/her actions in connection with the assignment and waives all rights and claims against the Practice.


In This Issue
When Do You Drug Test?

Pre-employment testing is when an employer test job applicants to determine current illegal use of drugs. 


Testing upon reasonable suspicion is typically conducted when a team member shows obvious signs that he or she is unfit for duty and/or has a documented pattern of unsafe behavior.


Post-accident testing commonly takes place with team members involved in an accident; such testing can also be performed when a member exhibits behavior showing the potential to cause an accident.


Random testing is performed unannounced, usually for safety and security reasons.


Tell us when you test.



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