How to Ensure Your Vet Likes You; Better Service

[RhineStone]

I posted this on another thread, but it occurred to me that it is appropriate for its own topic. Maybe others will have more to add.

We have a number of veterinarian friends. A lot just don't want to deal with horses. Actually, a lot of them don't want to deal with horse people. There are a number of things you can do to prevent this:

#1 - PAY THE BILL! (enough said.)

#2 - Have your horses in (caught) with a halter on (not a rope training halter) and somewhat clean before the vet gets there. One friend told us that he showed up at a farm and was expected to go catch a muddy horse to treat it. Needless to say, he told them to call him when they caught it. Red flag on that owner for next time!

#3 - Don't expect the vet to work with a horse that you haven't worked with. You can "hog-tie" cattle and other animals to restrain them. You can't do that well with horses. Vets don't want to walk into a barn and leave on a stretcher. Get all your horses to lead, tie, stand, etc.

#4 - Have a clean, dry place (preferrably covered) for the vet to work with your horse. The muddy paddock is not the most hospitable work environment.

#5 - Don't try to be "right" and argue with the vet about it. Eventually they decide they are "too busy" to deal with you. I know people who consistently have a problem getting a vet to come out because the vets are tired of trying to convince that person of the real problem.

#6 - Have your medical records in order for the patient. Don't waste the vet's time looking for paperwork that you could had out before he got there. Know the last time the horse was vaccinated, dewormed, trimmed, feed changed, etc.

#7 - Offer the vet a cold drink on a hot day or a warm one on a cold day. Hospitality goes a LONG way to get good service, even if they don't take it!

#8 - If you are new to horses, learn about them and their ailments before you buy. Don't expect your vet to become your "personal trainer" for you to learn about caring for and training them. There are good books, websites, and other experienced people for that. Vets can help you with suggestions and recommendations but if you bug them all the time, they will eventually not take your calls.

If all of us would follow these few simple suggestions, we would have less vets unwilling to put the time and energy into horse people.

"Burn me once with horse people, shame on you. Burn me twice, shame on me!" You sure don't want to be one of those "red flag" people who the vets talk about over a beer! "I had this client once who....."

Anyone else have items to add to ensure good vet service?

 

[sfmini]

Don't call in the middle of the night or on a weekend with an emergency that started hours/days ago.

Don't exaggerate to get the vet faster for some trivial problem, when you really do need them faster, they aren't going to believe you.

 

[targetsmom]

Good list - just a couple of things to add:

1. If your mini might need a twitch for treatment, offer the vet the one you use. The one he has with him might not be the best for minis.

2. If you need to use another vet for some reason (we have a female vet with small hands do USs) make sure this is OK with your regular vet and keep him informed. Or if you have an emergency and he is not available - or is too far away to come.

3. Consider using a vet to do things you could do, remembering that he needs to eat too (See RhineStone's #1). We have our vet do shots twice a year even though I could do many of them myself and save money.

 

[ohmt]

Thank you for starting this Rhinestone-i also just want to say that more people need to understand that vets are human too and will make mistakes. That shouldn't automatically make them a horrible vet. There are many equine specialists out there, but there are none near me which is frustrating at times, but my vets have researched minis just for me and let me know up front if they are unfamiliar with a certain situation which I very much appreciate. I trust them that they will do the best they can and that's what constitutes a great vet in my opinion.

A little understanding and respect goes a long way.

"Do unto others what you would have them do unto you"

 

[maggiemae]

If you board your horse be sure you meet the vet there ON time.

 

[drmatthewtaylor]

Very good list, I would add;

#9 Allow the Vet to get the truck close to the barn. Don't have all the other cars in the way, snow piled up, or have a barn across the creek and up the hill.

#10 Be available to come to the clinic, you'll find Vets run closer to 'on time' for office appointments then we can for farm calls.

#11 Don't always demand the first am appointment or after 4pm appointments. We get it, most people have a job and don't want to miss work, but unless we start running calls at 3am then somebody's got to be something other than first or last.

#12 BE THERE! Don't expect us to call you prior to an appointment. If we have 10 appointments today and right at 8am we get emergency, then do you want me to call all 10 while while I'm driving with my knee flying down the road?? And do you want me to call again the last 5 clients when the 4th call takes an hour longer than we thought??

#13 You can call after hours if you have a problem, but if the Vet tells you its not an emrgency, then believe them. Hoof abscesses are NOT emergencies (almost ALL lamenesses are NOT emergencies).

#14 Stick with one Vet. Sometimes we make mistakes, we're sorry, let's all move on. Don't bring it up again. Don't have a 'leg Vet', 'repro' Vet, and a 'local' Vet. Unless the Local Vet recommends referral.

#15 Don't tell me how all of your horses are $1,000,00 horses then complain over a $100 bill. We don't mind that some folks opt to spend less on Vet care, what we hate is that some pretend they are high end clients when they aren't. Just be truthful and honest with us and we will be with you too.

Dr Taylor

 

[Mominis]

#14 Stick with one Vet. Sometimes we make mistakes, we're sorry, let's all move on. Don't bring it up again. Don't have a 'leg Vet', 'repro' Vet, and a 'local' Vet. Unless the Local Vet recommends referral.

Dr Taylor

Dr. Taylor, I use a regular vet and then I have another vet who does my chiropractic/acupuncture work. I didn't realize that having two vets was a faux pas. In your opinion, if a person's regular vet does not offer a service (like chiro work), is it still objectionable to use another for those services? I love my regular vet and don't want to step on his toes through ignorance.

 

[drmatthewtaylor]

Dr. Taylor, I use a regular vet and then I have another vet who does my chiropractic/acupuncture work. I didn't realize that having two vets was a faux pas. In your opinion, if a person's regular vet does not offer a service (like chiro work), is it still objectionable to use another for those services? I love my regular vet and don't want to step on his toes through ignorance.

We know it happens ALL the time and although we hold our tongue, it doesn't mean we like it. Your Vet probably has a chiropractor/acupuncturist that he thinks highly of and refers cases to. You might be using one that the Vet world sees as a quack and you just don't know it.

'IF' you've spoken with your Vet, then its fine. If not, just say 'hey I'm sorry. I didn't realize. What do you think of Dr. X?'. I think this is smething that can be smoothed out easily and will likely build your re pour with your Vet.

Dr Taylor

 

[shorthorsemom]

I choose my vets carefully. I am a dream client. I do all attached, pay my bills and am easy to work with.

My vets and farriers have all complimented me on being prepared, not wasting their time, having well behaved animals that are easy to work with. I used to work for a vet and am well aware of the other side of the coin and dealing with difficult animals and difficult clients and I bend over backwards to make things easy. there are many terrific vets out there worth their weight in gold and ditto on there being clients of value that put in extra effort not to be a pain in the butt to the vet. I remember phoning my vet before she drove out to her office for my dog that had bloat and torsion. I was holding my dog in my arms after she died and my first thought was to keep my vet from driving to the office for an emergency appointment when my dog didn't make it to the car for transport.... She couldn't believe my first thought in my grief was to spare her a middle of the night drive out for a dog that had already died...

There are also some really stinky highly educated money hungry vets out there that think higher education allows them to talk to clients like they are stupid and don't ever admit they may have made an error in something they have done.

Eventually that attitude catches up with them and they wonder why their waiting room is empty when the vet down the road has clients that would wait hours to see...

I was given a dog 7 years ago that the former owner only requirement was that I have the dog spayed by her vet before taking ownership. I paid for the spay. I picked up the dog and looked her over wondering why she was so unsteady on her feet after an overnight stay at the vet for her surgery. When I got home I found she had a 8+ inch incision on her belly, was bleeding from her vulva and incision and was very unsteady on her feet and her eyes were swelled almost shut. She was sent home with 10 days of pain killers.

I kept watching the dog when I got her home and got more worried by the minute. Two calls to the office and I wasn't allowed to talk to the vet, but was assured that the dog was fine over the phone and that the spay was normal. I asked, and she was not coming in heat when spayed and they kept telling me that the bleeding was normal.

I gave it a little more time and my dog still very unsteady, I call my vet since vet B was too busy to see her, and my vet sayd "get her in here ASAP". Fluids, antibiotics (running a fever)... etc... Dog requred one more visit to the vet.. She recovered and all was well after that experience....

Fast forward 6 years,,,, My dog is getting her teeth cleaned, is already at my vet, pre anes. bloodwork is done and I mention the woozy and unsteady experience from the spay.

Since she is a collie my vet didn't want to take chances on the anes. so she calls the vet from 6 years prior to find out what kind of anes. was used. Vet B will not give out the information because dogs record was still attached to the former owner of my dog.

Vet B wants me to prove ownership before they will tell me what kind of anes. was used. They tell me to bring dogs registration papers to prove. I drive to the vet with my papers, cancelled check from the spay and my copy of the invoice that clearly showed the dog was transferred to me at the time of the spay and my check number was written on the invoice. I also still had the bottle that the pain killer was in that had my name on the label. I had all the records for proof. When they looked up the record they saw that my dog's former owner owed her a bunch of money. She says I cannot have a copy the record unless I get my dogs former owner to set up a payment plan to pay her back the money she owes. (My vet also mentioned Vet B was ranting on the money my dogs former owner owed her. She kept saying... what does this have to do with this client and this dog.)

I had to make a formal record request in writing by registered letter for my dogs record according to the law, the day was shot and the teeth were not done. I waited two months to get my record and the smirking office manager said something like "didn't I call you, I must have forgotten to call". They charged me $7 for the photocopy.

I paid her $7 and got a copy of the record that had some ranting written on the bottom it that listed 6 different anesthesias hand written on top of the photocopy that they say were used on my dog. My vet says, nobody would use that much anes. on a collie and the rant was obviously not part of the original record that never listed the anes. used on the dog... enough said. stinky vet. My kids sing "you're a mean one mrs grinch" when we drive by her office. I hear she is not doing well in her practice.. I wonder why.

My choice vet has her staff record every tiny phonecall. Her office is immaculate. If she has an un-anticipated problem, she explains what happened and what she did to correct. She has a technician sit with dogs that are waking up from anes. Her staff is well trained and she is terrific and her first concern is the animal and she knows how to talk respectful and she will look up information on her computer to share and print out to give you explaining different conditions etc... I could go on and on... A great vet is worth their weight in gold, respect them and be kind and avoid the stinky vets like the plague... Love my horse vets too, they say I have the best minis in their practice. Very nice compliment. It really is a marriage of sorts the relationship of you with your vet... Some are terrific and some you just need to divorce and move on.

cheers.

 

[Marty]

I am a very good client. I am respectful, have my horse up and ready, I do not cry wolf or exaggerate a situation and I also know my anatomy so I can describe accurately what the problem is. I also pay in full in cash.

However the door swings both ways. I have had my share of bad vets too. One of the biggest things is that when asked if they work on minis and have the appropriate equipment needed such as a small tube for a colic or perhaps smaller supplies to do a tooth float they should tell you the truth up front. Also when asked if they have the extra knowledge of the smaller equine such as possible problems with Quest or nutrition they should again be truthful. Most vets I have used do not have a clue as to the slow metabolism of the miniature equine and their nutritional needs. I had one come up here and assumed my 31" mare was about 350 lbs.

I have also been grossly mistreated by a couple of vets that I do not know where their bedside manner is or how they got their license to practice. I realize they are not god and can not always make a miracle but there is a limit for them too where they can be respectful and gracious to their client. I do not need to make a friend out of a vet and I do not need them to win a popularity contest either, but they need to know their field. If they are a cow vet, they need to say so and not pretend they know all about the miniature equine and put them in harm's way. Just sayin.....Again, this door swings both ways.

 

[wingnut]

Yeah!!! I'm doing something right! I do all those things.

Our first vet commented that he generally dislikes treating minis because a) they are rarely well manner due to lack of handling/training and b) the mini owners in our area really don't know horses or minis specifically. He commented on different occasions that we were doing a good job with our girls.

The vet we have now was out on Tuesday. As she was getting my bill ready (she has a laptop in her truck along with a printer!), I asked her how many more stops she had (it was 5pm) because she had mentioned she would be in our area for several calls that afternoon. She said she had two...and then commented she had two others originally but they were cancelled. She mentioned she was quite relieved about the one cancelling because the horse is horrible to manage. Must have a blindfold on for any treatment....not a lot of fun to work with.

Our equine dentist also didn't do much with minis before we called him out and now, he's looking forward to do more because he's enjoying learning more about them. He generally does large breed farms and racing horses. He said the minis (or at least my well behaved ones!) are a nice change of pace.

Good input!

 

[Marsha Cassada]

All vets do not like, nor are good at, all aspects of animal work. I have been reluctant to discuss with my primary vet what he is comfortable with, as the last thing I'd want to do is make him think I am criticizing him. Are vets generally open to discuss with clients what work they want to do?

I do not feel I need his permission to seek a specialist in some field.

ps. I am taking my dog in this afternoon and will take a plate of goodies for him and the staff. They always seem to appreciate that.

 

[RhineStone]

3. Consider using a vet to do things you could do, remembering that he needs to eat too (See RhineStone's #1). We have our vet do shots twice a year even though I could do many of them myself and save money.

It really is a marriage of sorts the relationship of you with your vet...

It is much harder to develop a relationship with a vet that you only see in rare emergencies for maybe one horse. I compare it to my husband's crop protection business. He would much rather deal with one large grower than one with just a few acres. It is still a business. It is hard to develop that "marriage" when the vet really doesn't know you or your horses. And it is much easier to say "No" to the one-horse client who doesn't spend any $$ with you. While you have the wonderful bond with your animals, your vet sees tons of animals everyday, and while they may have sympathy, they don't have the bond that you do. Your one-horse emergency may not be the big priority to him that it is to you IF you don't have the "marriage" established by the points made here. If the farm call is the same $$ for everybody, it is cheaper for him to have clients with multiple animals at one stop. We even know people who haul to others' farms to #1 -share the farm call expense, and #2 - have the vet look at their one horse that they may not be willing to add on to their client list otherwise.

I do not need to make a friend out of a vet and I do not need them to win a popularity contest either, but they need to know their field.

I disagree, which is why I started this thread. I DO think that you need to develop that "friend" relationship to get the best service. When we see our vet out and about (not on the clock), we make it a point to chat and maybe even have lunch with him and listen to his stories (you can learn a lot from vet stories!

). He is not going to leave an emergency call to jump at our becken, but we can get priority service for time of appointments, etc. Yes, they need to know their field, but we also need to not have an elitest attitude that minis are some sort of "special species". They are still horses that have the same horsey problems like every other breed, i.e. Morgans with insulin resistance, QH with HYPP, etc. If all you have is a "cattle" vet in your area, don't alienate him more by claiming he knows nothing about horses. If you happen to have information specific to minis, by all means share it with him, but don't throw it in his face.

 

[shorthorsemom]

I want my vet as my friend and I want them to know me and I want to know them. I have been going to my dog vet for 25 years. She knows me well enough to know that I never cry wolf and would never call her after hours for anything but a real life emergency. Because she knows me and trusts my judgement, she will squeeze me in for an appointment when I say, I think I need an appointment today. I have never abused this trust and relationship and I am treated very well by her as a trusted long term decent client/friend that she enjoys to do business with.

One odd story is when my older dog Lokey did something unexpected one day, he jumped up on my husbands lap and gave me a funny "look" and stared in my eyes. Now mind you, this dog does not enjoy men and for the whole time he has lived with us, he has never choosen to sit on my husbands lap. It struck me odd enough to call my vet about it. My husband says... "so the dog finally sits with me and you are ready to call the vet, he must be dying"... anyway... I am sure my vet raised her eyebrow at my description of my dogs symptoms... "sat on husband's lap, hmmm must be "dying" ". Anyway, she does trust me and rather than wait a week for a non emergency, she says, Let's just bring him in for a listen... A listen turned in to an xray, turned into a visit to a cardiologist. My dog's heart was the size of a peach. He showed no other symptoms other than sititng on my husbands lap. I was patient and understand when i am fitted in between clients, I may have to wait while she zips back and forth between patients seeing my dog and running tests...

I had a horse vet a long time ago that drove to my barn on a Sunday because I told her that my horse had a funny look on his face and he was standing very still. She says... I know you, I know your horse, how about I just drive by for a look-see just in case you have something going on. I described him as having an "uh oh" look on his face. Caught him going into a founder... caught it early, happy ending. Anyway... my point is that I totally agree with the postings that if you are a great client and are kind and nice you can develop a trusting and great relationship with a vet that would enjoy filling their practice with people who are kind and nice and pay and don't complain and seriously want to do right by their pets.

 

[hobbyhorse23]

Very good lists!

I'm proud to say I do all those things but I also agree with Marty who says it goes both ways.

#12 BE THERE! Don't expect us to call you prior to an appointment. If we have 10 appointments today and right at 8am we get emergency, then do you want me to call all 10 while while I'm driving with my knee flying down the road?? And do you want me to call again the last 5 clients when the 4th call takes an hour longer than we thought??

This, for instance. I think it depends on the size of the vet clinic. I pay an arm and a leg to my large veterinary hospital so they can keep all those nifty imaging machines for all species and pay a front desk staff to make reminder calls and let me know if the vet is going to be late. I would be rather peeved if they DIDN'T, given that. But a one-vet practice? No, I don't expect that poor vet to be making all those calls when he's got his actual job to be doing.

#13 You can call after hours if you have a problem, but if the Vet tells you its not an emrgency, then believe them.

I'll believe this...IF I have that relationship of trust established with my vet. Look what happened to Angie's Peanut because her lazy vet said it wasn't an emergency!

Frankly my vet clinic seems to think faux emergency calls are great. They mean another $250 emergency fee PLUS the $75 call charge PLUS the exam fee PLUS any actual medications or treatments needed.

#14 Stick with one Vet. Don't have a 'leg Vet', 'repro' Vet, and a 'local' Vet. Unless the Local Vet recommends referral.

I have tried having one basic vet do it all and my horses paid the price.

My clinic staffs mostly specialists so if you ask the regular farm-call vet to do teeth, you're rolling the dice. (I did it this spring and was horrified by the results.) Next year I'm going back to the vet who specialized in teeth even though it means another farm call. And guess what? The regular vets don't do chiro, the chiro DVM doesn't do teeth, and the teeth guy doesn't do routine vaccinations and such. Each of those practicianers will be the first to tell me that and recommend I go find someone else for the things they don't do. It's much more like the human healthcare system here except without any insurance to help buffer the insane cost.

If my regular vet DID it all and did it well, sure I'd use him! Otherwise my horse is going to go to whoever can provide the best quality care for the current issue and my vet should not be offended if that isn't him. No one can do everything well.

I do not feel I need his permission to seek a specialist in some field.

Ditto. It's a courtesy to discuss such a thing with him if at the end of the exam he's not able to come up with answers and isn't recommending someone on his own, but it is our right to seek the best care for our horses. Our right, and our responsibility. Just as it is for our kids. Vets are only human and sometimes they're wrong.

Yes, they need to know their field, but we also need to not have an elitest attitude that minis are some sort of "special species". They are still horses that have the same horsey problems like every other breed, i.e. Morgans with insulin resistance, QH with HYPP, etc.

I agree with you. Unfortunately, vets who don't know about minis' special conditions can easily kill them by using too much Bute, treating with Quest, not getting an accurate weight before anesthetizing...Not cool!

I've also run into way too many vets who won't take a mini seriously because "they're not real horses." They see them as toys and won't take any questions about nutrition or conditioning seriously. Vets like that don't deserve either my respect OR my repeat business, IMO.

That said, a good vet is worth their weight in gold and I'd go to the ends of the earth to keep them. I could have cried when Kody's chiro DVM that we loved so much moved to California! We haven't found anyone since that we like as well- they either don't have the stall-side manner Kody demands

or I like them as a person but their diagnostic abilities leave something to be desired.

Leia

Edited to add: Amen, Adair. Our long-term vets have always taken our word for odd things like that because they know we know our horses and wouldn't call if we didn't think something was really wrong. That's why it drives me nuts when a new vet brushes me off!

 

[Helicopter]

There are good vets and bad vets, just like there are good doctors and bad doctors, good teachers and bad teachers, good and bad shop assistants, politicians etc etc.

There are vets who actually care and vets who don't along with the doctors, teachers, shop assistants, politicians etc. etc .That's the way things are in the 21st Century.

Sad but that's the way things are.

Our job I guess is to find a good vet who actually cares. They aren't all James Herriott.

 

[shorthorsemom]

You got that right Leia, it is so painful to establish a new relationship with a new vet when they really don't know you... The vet that brushed me off after my dog spay really ticked me off, thing was, she wasn't a stranger. Her husband was our cow vet for many years. He once said he could never go into practice with his wife... now I know why.

Every time I have had one of those "funny feelings" I have been right. My long term vets know this and they respect me by listening to me. I may get an occasional eye roll, but the respect is important, I have earned it and I have lost count of the times where I knew something was badly wrong and I needed a professional to find out what it is. .

I called my vet once for my dobie Katie. I said, i wanted to make an appointment for an xray on my dog. she says... what are the symptoms... I said.. well, she is just walking. Katie never just walks anywhere. She leaps and bounds and bounces and never just walks. I took her in and of course my dog was sooooo glad to see the vet she is wiggling and smiling and happy as a lark. The vet looks baffled and says... she looks remarkably fine to me. I repeated my need for an xray and we settled on bloodwork first. A half hour later she comes back and says... I want to do some xrays now .... What we found was very sad indeed.. My beautiful Katie had a large tumor on her spleen. She lived another 6 months with good quality of life and one day she just went to sleep. My vet added another reason to take me seriously when I say, I really need to see you.

Having worked for a small animal vet and also being a vet tech for quite a few years, I can also tell you many stories of ignorant clients that make you want to pull your hair out and go crazy. A great vet... worth their weight in GOLD. Priceless and I will bend over backwards to be the best client they ever had. One vet stopped on her way home to check my totally lame horse. She ended up popping an abscess with a hoof knife and the thing had so much pressure it splatted yuck all over her gorgeous obviously new winter jacket. I say... lets clean up your jacket and get that stuff off it and then we can wrap the foot, the hoof can wait a few more minutes. She couldn't believe I said that... she says... I was going to tough it out and just wear the stuff, thanks so much for being nice... Nice talks both ways.

 

[Riverrose28]

I've used the same vetrinary equine service since 1977. It has been sold three times, but I am on a personal basis with all the vets on staff. My horses are caught, stalled, cleaned and know how to behave, they are treated as horses, not pets and therefore know how to be good. If blood work is to be drawn their necks are clipped short to make it easier. I always pay my bill at the time of service, but I do know if an emergency arises I could pay on a plan. My vets brag on me! It's a plus, I always offer drinks or snacks, and ask questions. I do give most of my own shots, but I need my vets. If I call in the middle of the night for a foaling mare, they are right there, sometimes working for hours to save a foal or mare. They don't have many mini clients but do the best they can, and are always there for me. They will go the extra mile, and do research if necessary. Believe me I couldn't live without my vetrinary service. Thats not to say I havn't had my share of bad ones before I found these good guys, but what is in the past is in the past.

 

[Field-of-Dreams]

We love our vets! They know us and know we don't call them for frivolous things. In fact, I have an appointment for two of them tomorrow. And they squeezed me in, even though they are booked solid. We take ours directly to the clinic. No farm/office call that way!

It's funny, we were there a bit ago and there was a new vet there who kinda looked askance at our Minis until the regular vet said "Oh, no, these guys are well trained. You won't have any trouble with them". And they didn't. Plus the time we had an emergency after hours and the intern was kind of sheepish asking about payment, then our vet walked by and said "These ladies are OK, don't worry about it."

When we first moved in we tried several different vets, didn't like the one AT ALL. But when we needed help at 11PM, these guys were THERE. And saved the baby's life. And when Pinkie was so sick, they let me visit her and even came out to talk to me. She even called me daily with updates!

 

[Melinda Dean]

Interesting topic.

My father was a old time horse vet back ing the 40s and 50s. His clients usually did most of the things mentioned here, to the best of their abilities. Our coastal area was very poor back then, but Daddy accepted fresh fish, garden produce and once, even a mountain of potatoes in payment. If some one could not pay just then, well, later was fine. A butchered pig in the fall, a pet lamb for me in the spring. The whole community understood the barter system and mutual respect. Daddy relied on the "townies" who had regular jobs and pets for cash type income, needed to pay for meds and supplies. It was a very different economic time.

I have always tried to treat my vets with that same respect given to my father. I do the things already mentioned here. When I got back into horses about a year after our local horse vet died, there were no large animal vets nearby. I am so thankful that I hooked up with 2 lady vets who are willing to travel 2 hrs. each way to my place. They are extremely knowledgeable when it comes to minis. The first call Dr. Kim made to me was to geld and float a 4 yr. mini. She soon learned that I am a nurse, plus have worked with vets professionally in the past. Yes, I could give all my own injections. But I explained to her that I would like to be put on their schedule so I could be a "Bread and Butter" client. Today, I know if I need to call them, they know my 3 minis by name, any past health issues, every thing. They come here about 4 times a year or more if I need them. They call if they are going to another barn in the area, just to check with me.

Of course the fresh baked cookies help. And the dusty antique McCellen saddle that I gave to Dr. Michelle for her Civil War Re-Enactor's Mounted Uniform . She even brought a friend all the way here just to see if Chester had dropped his other testicle, then asked if I would let my minis perform their trick acts for him . The vets love it that my guys all go to their platforms, step up, and hold very still for their exams!

So I add :

Cookies

well mannered minis

And a nice big "Thank you for coming " as you hand them your payment.