Q. Is there a better way to stay in touch with clients other than by phone?

A. If email is not an option he or she could set up message boards at local human hospitals, fire stations, restaurants and other gathering places with instructions to pet owners needing veterinary care on when he or she will check the messages and how they can access veterinary services.

The practitioner’s bank has a vested interest in practice; perhaps they would post notices or help transmit messages for people needing vet services.

The veterinarian could check with 911 people and other places that receive emergency calls to work out a system with them to get messages from people who call with problems relating to animal care. 

He or she could contact animal related organizations in the area who may be receiving calls or could help with volunteers or message transfer.

His or her local or state VMA may be able to help. That is a good reason to have been an active member.

He or she could hand out flyers to everyone in the area with instructions on how to access veterinary services.

Q. Is there any way to meet the needs of those clients who have temporarily moved out of the area? How does a vet keep them as clients while they're gone?

A. Again Internet communication would be good, but t veterinarian would need to stay within ethical boundaries of licensure and a solid veterinary client patient relationship. 

The best way to keep clients when they are away (and have other choices) is to treat them so well when they are in your hospital that they will want to come back. That does not mean giving away your work. It means being compassionate, trustworthy, thorough and most importantly being a terrific communicator. 

Q. How can a vet help ensure that clients can reach the clinic if there are roadblocks they must get through and if they can't drive their cars to the clinic

A. Location, Location, Location. His success cannot depend upon reversing circumstances that cannot be reversed. Access must ultimately be possible or he will have to relocate temporarily or permanently. The answer is in forming strategic alliances with people who may be able to help. The veterinarian may be able to set up a temporary clinic nearby but transport animals to the main clinic for surgeries etc.

There are a lot of animal lovers in every city in America, many have access to space that maybe could be utilized as a gathering point or triage center depending on local zoning and city codes.

They could post signs in strategic places directing clients to the clinic now that the route of access may have changed. They could work on making friends with everyone in the area who could help direct people to his clinic.  

Q. Constant loitering in front of his clinic causes problems, as clients
have a hard time getting through and new clients might not even see the clinic. How can he keep the area from becoming so congested?

A. Perhaps they could utilize ropes and stands, cones, sidewalk paint, local police officers or hire a uniformed person to stand outside the business and direct people. Perhaps a looped tape recording asking people to keep the area open for animal, medical access.

Q. Should the veterinarian relocate even though he or she would essentially be starting over again in terms of rebuilding clientele? What is your advice on relocating to the suburbs and starting over?

A. Many veterinarians are faced with needing to relocate during their lives. Large animal practitioners are faced with relocating due to changes in animal agriculture, Small animal practitioners may be victims of changes in neighborhoods and traffic patterns. There are certainly worse things. It may become the best thing that ever happened. If he or she relocates, but not too far away, the practice may keep much of the old clientele and suddenly have access to a new clientele as well. The veterinarian can bring an established reputation, experience and confidence with him or her. We live in a very mobile society where relocation is quite commonplace. He or she may be able to share facilities with another veterinary practice, emergency clinic, SPCA, Animal Shelter or other facility either temporarily or permanently.  

Q. What if insurance only covers staff wages for two weeks following a disaster? How can the veterinarian continue to pay his staff if business doesn't return to normal?

A. The veterinarian doesn’t need a staff unless he or she has business. It would make sense to scale back until things normalize, assuming there is potential for that to happen. If the staff is committed to the cause and veterinarian wants to keep the staff he or she can offer them several things: delayed compensation, reduced salaries until things are better, partial ownership in the practice, barter, reduced hours, replace fulltime with part time, do his own book keeping and check writing etc, outsource some duties, sacrifice to keep only his best, most productive and most committed employees. 

Q. Let say business has picked up recently, but the vet continues to lose ground and is having a hard time paying debts. What do you know about FEMA low interest loans? What if the vet is hesitant to assume further debt?

A. No doubt a lot of people will have to do things they don’t want to do. What veterinarian doesn’t want to redesign the veterinary hospital he or she works in? Why wouldn’t a veterinarian want to get new and better equipment with enhanced capability? Why not do these things with the help of low interest loans? There are potentially a lot of options for financial assistance.

• AVMA Foundation has a disaster relief fund. Any vets treating animals that are affected by a disaster can apply for up to $5000 per disaster incident. More info at www.AVMF.org
• SBA Economic Injury Disaster Loans for Small Businesses provide money to meet obligations that normally could have been met had the disaster not occurred. Up to $1.5 million per business, the interest rate cannot exceed 4% and it can be for a period up to 30 years. Filing deadlines may apply to SBA disaster loans. More info at www.sba.gov/disaster. 1-800-U ASK SBA.
• SBA Physical disaster Business Loans provide money to repair or replace physical damage caused by the disaster to pre-disaster condition, which may include refinancing an existing mortgage. These may be at 4% or 8% interest for a period of 30 years. Filing deadlines may apply to SBA disaster loans.
• FEMA has low interest disaster loans and grants for businesses that may include working capital assistance. 1-800-462-9029. www.fema.gov 
• Internal Revenue service may provide tax breaks for affected businesses. Details will be in an upcoming JAVMA issue.
• New York VMS, New York City VMA, Long Island VMA, may be able assist with relocating, temporary sharing of veterinary facilities or other assistance.
• American Red Cross may have services that could help affected staff members, clients, and small businesses.

Q. If the vet has to close the practice, what options would he or she  have to pay off the debt other than starting over (other than relocation)?

A. If the practice closes relocation is the only option, unless it closes temporarily. The vet may be able to negotiate with creditors to reduce his debt. Faced with impending bankruptcy most creditors will take something rather than a percentage of nothing. Many people would be inclined to try to help under the tragic circumstances. No one can escape without losing money. The worst thing a person could do is borrow money and squander it away on things that do not generate income.   

Q.How can a veterinarian plan for disasters that might occur?

A. Pre disaster planning could include:

Having more than one cell phone.

Gaining Client email addresses.

Being a good neighbor and looking for opportunities to help your neighbors so they may be inclined to help you in time of need.

Having a contingency plan or prearranged emergency contact system with you clients incase traditional communication lines are out of service due to an emergency.

Being active in local veterinary associations to gain helpful relationships.

Looking for possible alternate practice sites.

Keep off site back-ups of client records and business records.

AVMA PLIT insurance for business continuation is available for up to a year. While acts of war may be excluded, Civil Ordinances can be covered. These would involve ordinances that keep clients from gaining access to your clinic due to the disaster.  1-800-228-PLIT ext. 572

The AVMA has a Disaster Preparedness Guide available to members for $50 and will be releasing a pamphlet called Saving the Whole Family as a guide to clients. Contact the AVMA at www.AVMA.org

 Copyright © 2005. Jim Kramer DVM. All rights reserved.
Reproduction of this article in any form requires express written permission.

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