Chapter 2: Revenue
Benchmarks 2014: A Study of Well-Managed Practices
Behavior Consultations:
a Win-Win for all!
Ten years in, this is how behavior consults work for us.
By Richard Vesper, DVM, and Gretchen Latham, RVT, KPA CTP
Our practice has offered behavior consultation
services for almost 10 years. We recently
streamlined our process to be more efficient and
proactive in client communication and
compliance. As a result, our behavior consult
caseload and revenue both grew 15 percent in
the past two years, and we project this year will
mirror that growth.
Behavior appointments are scheduled with
Dr. Richard Vesper and Gretchen Latham,
RVT, KPA CTP. Dr. Vesper attended the Dogs!
Behavior Course at Purdue University and is a
member of the Society of Veterinary Behavior
Technicians and a recent graduate of the Karen
Pryor Academy’s Professional Dog Trainer
program. Gretchen is also working towards
certification as a Veterinary Technician
Specialist in the field of behavior.
The behavior cases we typically see are for
separation anxiety, compulsive disorders and
general anxiety cases. We develop a customized
treatment plan for each behavior case and
provide educational handouts as an added
resource to help clients implement their plan.
Gretchen personally follows up with the clients to
answer questions and provide feedback after their
initial consultation by phone or e-mail at one,
three, six, nine and 12 weeks. If the client needs
ongoing assistance after the 12-week time period,
we schedule additional appointments as needed.
compliment the behavior plan.
Gretchen offers private sessions in the owner’s
home or at the hospital. We are in the planning
stages of adding adult dog classes in addition to our
puppy preschool and kindergarten classes. We plan
to include a clicker training class and a “Vet
Ready” class. The “Vet Ready” class will help dogs
feel more comfortable in the hospital and with
medical handling. The concept is to desensitize
dogs with positive reinforcement to ear cleanings,
nail trimming, handling, taking medications, etc.
This will also help to improve compliance with
medications the owner may need to give at home.
At Avery Animal Hospital, we believe in using
only positive reinforcement training methods
that are science-based and force-free. This
training is fun for the dog and strengthens the
bond between client and pet. We do not support
the use of punitive, dominance-based training.
For more information on positive reinforcement
methods, see Sophia Yin’s website:
www.drsophiayin.com/philosophy. Our entire
staff is educated in low-stress handling
techniques for dogs and cats, and one of our
technicians plans to get certified in Dr. Yin’s
low-stress handling course.
Training is included as a component of each of
our behavior treatment plans. In the past, we
referred clients to outside dog training facilities or
individuals. Because of a lack of communication
We strive to make coming to Avery Animal
Hospital as happy and stress-free as possible for
clients and their pets. If pets are happy to visit,
owners will also feel more at ease and be more
willing to comply with medical advice from our
doctors. This builds great client relationships
and strengthens the human/animal bond.
Definitely a win-win for all!
and follow up from those trainers, we now offer
dog training as part of our behavior services.
Clients remain with the practice, and we ensure
that the training our patients receive is in line with
our protocols. This allows us to customize the
pet’s training plan to coincide with and
Dr. Vesper and Gretchen Latham at Avery Animal
Hospital in Hilliard, Ohio, can be reached at
practicemanager@averyanimalhospital.com. Visit
averyanimalhospital.com for more information on
their behavior consultation services.
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