1 00:00:02,200 --> 00:00:24,039 Speaker 1: You were listening to Petlifradio dot com. 2 00:00:24,079 --> 00:00:28,000 Speaker 2: Well, good afternoon to everybody. You are here on pet 3 00:00:28,000 --> 00:00:31,559 Life Radio with Doctor Jeff Worber hosting Avest with Doctor 4 00:00:31,640 --> 00:00:35,880 Jeff R. Live radio call in show. And that means 5 00:00:35,960 --> 00:00:39,119 you can actually call us eight seven seven three eight 6 00:00:39,159 --> 00:00:41,880 five eight eight A two. We make it so easy 7 00:00:42,719 --> 00:00:45,159 for you to call us. You can do it by 8 00:00:45,200 --> 00:00:48,200 picking up the phone. You can come online to pet 9 00:00:48,240 --> 00:00:50,479 Life Radio and you can type in your question. You 10 00:00:50,520 --> 00:00:53,000 can send me a quick email. I have my cell 11 00:00:53,000 --> 00:00:56,520 phone ready to roll at doctor Jeff, Dr Jeff at 12 00:00:56,679 --> 00:01:00,679 Petlifradio dot com. So really it's it's a no brainer. 13 00:01:00,799 --> 00:01:03,840 And as an extra added bonus, when you get the 14 00:01:03,880 --> 00:01:06,319 courage to pick up the phone, go online, give us 15 00:01:06,319 --> 00:01:09,640 a call, we will send you a free pro Sense 16 00:01:09,840 --> 00:01:13,879 product one of our sponsors, or a free Kong Kong. 17 00:01:14,079 --> 00:01:19,640 They're fantastic products. Again, for just tuning in and getting 18 00:01:19,640 --> 00:01:22,000 the courage to call in a question here on pet 19 00:01:22,040 --> 00:01:24,519 Life Radio. I also want to thank our big retail 20 00:01:24,560 --> 00:01:27,519 as we work with, like Walmart, who carries our full 21 00:01:27,560 --> 00:01:31,239 line of pro Sense pet products, which are veterinary quality 22 00:01:31,280 --> 00:01:34,640 products that you can buy over the counter at a 23 00:01:34,840 --> 00:01:38,560 price at probably half the cost. So anyway, we did 24 00:01:38,599 --> 00:01:42,000 get an email this week and I'm going to lug 25 00:01:42,040 --> 00:01:44,640 in as we speak and we're going to answer this 26 00:01:44,920 --> 00:01:48,840 email question. This is coming. It's a question about Dandriff. 27 00:01:48,920 --> 00:01:52,159 It's from Jewel and dear doctor Jeff. My guide dog 28 00:01:52,200 --> 00:01:55,599 has Doggie Dandriff. The constant scratching effects her ability to 29 00:01:55,640 --> 00:01:58,319 guide me safely. We have tried oatmeal shampoo as well 30 00:01:58,359 --> 00:02:01,079 as a mixture of bath oil and water, noticeable results. 31 00:02:01,359 --> 00:02:05,000 I give her allergy three fish oil supplement as well. 32 00:02:05,040 --> 00:02:07,840 Unfortunately she still crashes pretty constantly. What can they do 33 00:02:08,039 --> 00:02:11,960 help relieve her of this annoying itching? Thank you, Jewel, Well, Jewel, 34 00:02:12,000 --> 00:02:14,759 first of all, thank you for sending us. And if 35 00:02:14,800 --> 00:02:17,000 you can let us know which breed you have of 36 00:02:17,159 --> 00:02:19,400 dog and how big, we will send you out a 37 00:02:19,479 --> 00:02:22,039 Kong toy because that when they're sitting around in that 38 00:02:22,159 --> 00:02:25,360 relaxing phase, there's nothing better for them to work on 39 00:02:25,919 --> 00:02:30,479 and get that oral satisfaction then munching on a Kong toy. 40 00:02:30,759 --> 00:02:32,840 So a couple things come to mind. I mean, certainly 41 00:02:32,919 --> 00:02:36,280 the Omega three fatty acids are very important, and you're 42 00:02:36,280 --> 00:02:38,560 doing that with the allergy three fish oil. I think 43 00:02:38,599 --> 00:02:40,879 that it might be whove you to try one of 44 00:02:40,879 --> 00:02:43,280 the other brands. Some of them work differently. As far 45 00:02:43,280 --> 00:02:47,840 as the shampoo, I would use an anti sebarreic shampoo, 46 00:02:48,080 --> 00:02:51,639 something with salicylates and salasilic acid. One brand name that 47 00:02:51,639 --> 00:02:54,159 you can ask your veterinarran about is called several ux 48 00:02:54,280 --> 00:02:57,599 is also seble Lighte. I find those work very well, 49 00:02:57,639 --> 00:03:01,240 as does the Dukeso shampoos for that are very dry. 50 00:03:01,280 --> 00:03:05,360 That's Douxo, very very effective. I'm also on top of 51 00:03:05,199 --> 00:03:07,400 the supplement which is great, the Mega three, a Mega 52 00:03:07,439 --> 00:03:11,360 six fatty acids. On top of a anti seboreic shampoo. 53 00:03:11,560 --> 00:03:15,960 I would also consider an anti seboreic spray, a moisturizing spray. 54 00:03:16,000 --> 00:03:19,240 For example, when we have dry skin, we'll put on 55 00:03:19,280 --> 00:03:21,639 hand cream every day. It's no different with our pets. 56 00:03:21,680 --> 00:03:27,319 They need daily supplementation, not just orally but also topically. 57 00:03:27,520 --> 00:03:32,120 That will help as well. And lastly, once the itch starts, 58 00:03:32,439 --> 00:03:35,319 we have to control the itch as well, so when 59 00:03:35,360 --> 00:03:39,479 it continues to happen, we need to consider something to 60 00:03:39,479 --> 00:03:42,879 relieve the itch. We could start with little antihistamine. Obviously, 61 00:03:42,879 --> 00:03:44,560 you need to see your veterinarian because of their other 62 00:03:44,639 --> 00:03:48,199 skin problems or if all that scratching and dry flaking 63 00:03:48,599 --> 00:03:51,919 has caused a secondary bacterial infection, then we need to 64 00:03:51,960 --> 00:03:55,039 treat the infection as well, because infections are very itchy. 65 00:03:55,319 --> 00:03:58,439 So all too often I'll see a chronic case where 66 00:03:58,479 --> 00:04:02,400 the animal has been on steroids, cortico steroids, pregnana zone 67 00:04:02,520 --> 00:04:04,479 to relieve the it's in the inflammation and they're still 68 00:04:04,479 --> 00:04:07,800 scratching even on steroids, and it's because they have secondary 69 00:04:07,800 --> 00:04:11,000 bacterial infection. So that is very important. And there is 70 00:04:11,039 --> 00:04:14,360 a new drug and I've been a huge, huge fan 71 00:04:14,400 --> 00:04:16,480 of it. I've been using it. I've been using it 72 00:04:16,519 --> 00:04:20,759 so much that I and unfortunately many veterinarians, if not most, 73 00:04:21,040 --> 00:04:23,800 can't keep it on the shelf. It is already back ordered, 74 00:04:23,839 --> 00:04:27,199 which is a shame. It's called apoquil. It's a new 75 00:04:27,480 --> 00:04:31,800 drug from Zoetis. Zoetis is formally Phiser Animal Health and 76 00:04:31,920 --> 00:04:37,160 it is an amazing anti itch, anti inflammation drug and 77 00:04:37,240 --> 00:04:42,639 it works specifically at the cellular level of the canine 78 00:04:42,680 --> 00:04:46,920 itch cycle. It's not a mask product, it's not a 79 00:04:47,160 --> 00:04:50,560 cyclosporine that depresses the entire immune system. It's not a 80 00:04:50,600 --> 00:04:54,639 pregno zone that is also anti inflammatory. More generalized, and 81 00:04:54,680 --> 00:04:58,519 obviously in higher doses it too can be iminosuppressive. This 82 00:04:58,680 --> 00:05:03,120 is it actually blo two of the enzymes that are 83 00:05:03,480 --> 00:05:07,279 clearly needed to complete the allergy and H cycle in 84 00:05:07,319 --> 00:05:10,800 the Knine allergic response. So it is a very specific 85 00:05:10,839 --> 00:05:14,439 medication and it's fascinating. So we love it. It's been 86 00:05:14,480 --> 00:05:17,000 working very well, so I would try Jewel, I would 87 00:05:17,000 --> 00:05:19,920 try those things. You're on the right track. Hang in there, 88 00:05:20,199 --> 00:05:22,600 and again, I thank you for sending me the email 89 00:05:22,720 --> 00:05:24,600 and for all of you out there. That's how easy 90 00:05:24,600 --> 00:05:26,480 it is. You can send us an email to Dr 91 00:05:26,600 --> 00:05:30,319 Jeff at petlife radio dot com, or you can get 92 00:05:30,360 --> 00:05:32,879 the courage to give us a call live eight seven 93 00:05:32,959 --> 00:05:36,079 seven three eight five eight eight eight two, or you 94 00:05:36,079 --> 00:05:38,360 can log on and type in your question. If you 95 00:05:38,360 --> 00:05:40,480 go up Ask the Bats with Doctor Jeff tab on 96 00:05:40,639 --> 00:05:43,160 pet Life Radio and you'll see a long like a 97 00:05:43,399 --> 00:05:46,439 chat box, and just go on in and start typing 98 00:05:46,480 --> 00:05:49,560 away and we will answer your questions. Now, I want 99 00:05:49,600 --> 00:05:51,319 to talk about something today. It's a little serious and 100 00:05:51,519 --> 00:05:53,920 the reason why it's so serious, and I would really 101 00:05:54,480 --> 00:05:57,759 like your personal opinions on this, and I think everybody 102 00:05:57,920 --> 00:05:59,920 it would be really great to start up a little 103 00:05:59,920 --> 00:06:02,839 bit dialogue about this, because this is a very sad, 104 00:06:03,279 --> 00:06:06,240 serious incident. But let me give you a little background. 105 00:06:06,360 --> 00:06:10,079 A very established, long term, maybe twenty five thirty year 106 00:06:10,160 --> 00:06:13,360 practice veterinarian had a solo practice on her own in 107 00:06:13,360 --> 00:06:18,120 New York. Someone brought her. She found some cats that 108 00:06:18,160 --> 00:06:20,600 were running loose in the park. I don't know where 109 00:06:20,600 --> 00:06:22,759 there was Central Park, but in the park, and she 110 00:06:22,839 --> 00:06:24,480 took it in and one of them needed a lot 111 00:06:24,519 --> 00:06:28,040 of help, and she nursed this cat back to health. 112 00:06:28,199 --> 00:06:29,759 And you know, there was a lot of stuff going 113 00:06:29,759 --> 00:06:31,319 on as far as was on the internet. I guess 114 00:06:31,360 --> 00:06:33,800 about this veterinian who found these cats and all the 115 00:06:33,839 --> 00:06:35,759 good things she did nursing them back to health. Well, 116 00:06:36,079 --> 00:06:40,839 some lady who claims to be a cat rescuer claims 117 00:06:41,240 --> 00:06:43,279 that this was one of her cats, which she would do, 118 00:06:43,519 --> 00:06:46,600 and again exact details are a bit sketchy, but she 119 00:06:46,639 --> 00:06:49,199 would go to the shelters and as a good Samaritan, 120 00:06:49,399 --> 00:06:52,519 she would adopt these cats out from the shelter. But 121 00:06:52,639 --> 00:06:56,439 she couldn't care for all these cats. If they needed 122 00:06:56,480 --> 00:06:57,879 to be spain and neuter, she would take care of 123 00:06:57,920 --> 00:07:00,639 that and then she would let them loose in this 124 00:07:00,759 --> 00:07:03,360 park to fend for themselves. Whether she would come and 125 00:07:03,360 --> 00:07:05,600 feed them or not, who knows, but it was not 126 00:07:05,800 --> 00:07:08,240 right away. But a week or two weeks later she 127 00:07:08,360 --> 00:07:10,639 shows up on this veterinarian's door step and says, that's 128 00:07:10,720 --> 00:07:14,879 my cat. And at this point the veterinarian heard what 129 00:07:14,920 --> 00:07:17,839 this woman's mo is and yes the woman did. She 130 00:07:17,959 --> 00:07:20,000 was able to prove that she did at least pull 131 00:07:20,040 --> 00:07:22,279 this cat out of the shelter and had her spade, 132 00:07:22,519 --> 00:07:24,680 but that was it. The cat was running loose in 133 00:07:24,720 --> 00:07:28,199 the park, no idea, no microchip, and by this point 134 00:07:28,399 --> 00:07:31,040 the veterinarian was very attached to the kitty and spent 135 00:07:31,160 --> 00:07:34,160 hundreds of her own dollars fixing up this cat. And 136 00:07:34,759 --> 00:07:37,839 she said, well, this is my cat. This is where 137 00:07:38,079 --> 00:07:41,959 the details become a bit cloudy, but all I can 138 00:07:42,000 --> 00:07:45,079 say is the woman who claimed this cat was hers 139 00:07:45,600 --> 00:07:49,680 actually went online and began a smear campaign, and all, 140 00:07:49,800 --> 00:07:52,399 as I like to call them, all the humaniacs out 141 00:07:52,399 --> 00:07:56,720 there rallied behind her and bad mouth is veterinarian who, 142 00:07:56,879 --> 00:07:59,279 again from the other side of the coin, from my perspective, 143 00:07:59,519 --> 00:08:02,759 takes care of animal, does a wonderful job healing it, 144 00:08:02,879 --> 00:08:05,319 fixing it, and then decides to keep it. Now. I 145 00:08:05,360 --> 00:08:09,720 don't know what, if any attempted negotiations took place between 146 00:08:09,800 --> 00:08:13,000 these two women, But all I know is the veterinarian 147 00:08:13,240 --> 00:08:17,639 because as a result of the horrendous smear campaign took 148 00:08:17,800 --> 00:08:21,959 her own life. She actually committed suicide. And this led me. 149 00:08:22,000 --> 00:08:25,680 I had a long chat with a veteran publication. I 150 00:08:25,720 --> 00:08:28,639 sit on their board. I'm on the board of Vett Economics, 151 00:08:28,639 --> 00:08:31,439 and this is an online journal called DVM three sixty 152 00:08:31,600 --> 00:08:34,159 and we were talking yesterday. We had a very long interview, 153 00:08:34,200 --> 00:08:37,399 about an hour long interview just about the Internet and 154 00:08:37,440 --> 00:08:40,960 the freedom of speech that many people out there tend 155 00:08:41,039 --> 00:08:46,320 to abuse say things that are unfounded, and unfortunately there 156 00:08:46,360 --> 00:08:51,120 is no governing or ruling body that dictates what one 157 00:08:51,200 --> 00:08:55,240 can say. If one is going to create a smear 158 00:08:55,360 --> 00:08:58,080 campaign like that, that they have to have a lot 159 00:08:58,080 --> 00:09:00,159 of proof before things like this are printed. And it 160 00:09:00,159 --> 00:09:03,720 doesn't happen. Anybody can say or print anything they want, 161 00:09:03,879 --> 00:09:08,279 regardless of the facts, regardless of how true the comments are. 162 00:09:08,679 --> 00:09:11,080 And as I like to say, if somebody has a 163 00:09:11,080 --> 00:09:13,320 bug up there behind about something, they can go right 164 00:09:13,360 --> 00:09:16,519 online sure or not, don't have to give details and 165 00:09:16,600 --> 00:09:20,519 say anything they want and when it hits home a 166 00:09:20,679 --> 00:09:22,759 it happened. In this case, it was about a pet 167 00:09:22,799 --> 00:09:25,679 and a veterinarian. Obviously, that's going to sort of get 168 00:09:25,720 --> 00:09:28,919 my feathers a bit ruffled, pardon the pun. And even 169 00:09:28,960 --> 00:09:33,960 more so, it was such an aggressive, nasty campaign that 170 00:09:34,120 --> 00:09:37,759 this woman. And again one can argue that obviously there 171 00:09:37,799 --> 00:09:40,440 were some other factors here that we don't know about. 172 00:09:40,679 --> 00:09:43,240 Obviously there were other things going on in this doctor's 173 00:09:43,240 --> 00:09:46,399 life that we don't know about. But either way, it 174 00:09:46,519 --> 00:09:50,039 ended up in a suicide. That's really bad. And I 175 00:09:50,159 --> 00:09:53,720 realized because I don't think any business, especially a small business, 176 00:09:54,039 --> 00:09:56,600 has not been affected in one way or other by 177 00:09:56,840 --> 00:09:59,559 the Internet and how one handles it, it's a big 178 00:09:59,559 --> 00:10:02,279 difference in what we had in this discussion was when 179 00:10:02,559 --> 00:10:05,320 these things happened, how should a veterinarian handle it? How 180 00:10:05,360 --> 00:10:08,879 should any professional handle it? You realize that there is 181 00:10:08,919 --> 00:10:13,200 a type of slander called knockdown slander, and that what 182 00:10:13,240 --> 00:10:15,039 it used to mean that if let's say you've got 183 00:10:15,080 --> 00:10:17,360 in a big fight with your physician, oh, your dentist, 184 00:10:17,399 --> 00:10:20,240 and you thought that they did something really badly, you 185 00:10:20,279 --> 00:10:23,279 want to complain to your friends. That's fine, but if you, 186 00:10:23,759 --> 00:10:27,200 for example, walked into a public restaurant and you saw 187 00:10:27,519 --> 00:10:31,320 that physician, that doctor, that dentist, whatever, that veterinarian sitting 188 00:10:31,399 --> 00:10:34,200 and having dinner with his family, and you stood up 189 00:10:34,440 --> 00:10:38,879 and screamed out loud he killed my mother or whatever 190 00:10:38,919 --> 00:10:41,960 it is, or he destroyed my tooth, you name it. 191 00:10:42,240 --> 00:10:44,759 That he could sue you for a professional or they 192 00:10:44,799 --> 00:10:48,120 call a knockdown slander. Yet today's world of Internet, you 193 00:10:48,120 --> 00:10:50,440 can know anything you want. So it's a big problem. 194 00:10:50,559 --> 00:10:53,639 And unfortunately, I mean again, if this had happened to me, 195 00:10:53,639 --> 00:10:56,639 if the tables were turned, I probably would have responded 196 00:10:56,679 --> 00:10:59,279 a whole lot differently than she did. I wouldn't certainly 197 00:10:59,440 --> 00:11:01,919 turn this argument around. I found out and I don't 198 00:11:01,919 --> 00:11:03,440 know about it. I'm going to go on and check 199 00:11:03,480 --> 00:11:07,559 it out, but there is a website that started by somebody, 200 00:11:07,840 --> 00:11:12,759 and it's called vet Abuse Network. I think it's dot com, 201 00:11:12,799 --> 00:11:14,919 it might meet tot net. I'm going to look into it, 202 00:11:15,080 --> 00:11:18,840 and basically what it is, it's this group of people 203 00:11:19,080 --> 00:11:23,000 and all they're doing is printing all these horror stories 204 00:11:23,279 --> 00:11:28,480 about veterinarians. And interestingly, since this doctor took her own life, 205 00:11:28,679 --> 00:11:32,080 a lot of her colleagues and friends started an opposing 206 00:11:32,159 --> 00:11:36,759 website called Veterinary Abuse Network. Why the first group didn't 207 00:11:36,840 --> 00:11:39,240 use the word veterinary and just used vet I don't know. 208 00:11:39,799 --> 00:11:42,440 But anyway, and you know, sort of telling the other 209 00:11:42,480 --> 00:11:44,840 side of the story. I could, you know, share a story. 210 00:11:44,960 --> 00:11:47,120 And this is the kind of thing that happens. A 211 00:11:47,200 --> 00:11:50,639 colleague of mine here in town performed a surgery on 212 00:11:50,679 --> 00:11:54,279 a dog. The owner left the dog for the surgery signed. 213 00:11:54,480 --> 00:11:57,879 Let me say this one more time, signed the estimate. Also, 214 00:11:58,039 --> 00:12:00,600 all over our hospitals, many of us, most of us 215 00:12:00,639 --> 00:12:03,600 now have signed somewhere in the reception area that state 216 00:12:03,840 --> 00:12:06,720 that services are to be paid for at the time 217 00:12:06,799 --> 00:12:11,000 they're rendered or upon pickup. So clearly, just as nobody 218 00:12:11,000 --> 00:12:13,759 would walk into a supermarket, load up a cart, and 219 00:12:13,799 --> 00:12:16,480 then when you get to the checkout counter say, oh, 220 00:12:16,759 --> 00:12:19,240 I have to pay for this now. No different when 221 00:12:19,279 --> 00:12:22,120 you walk into a hospital or any service provider or 222 00:12:22,120 --> 00:12:25,679 a Nordstroms. Yes, when you leave with the goods, when 223 00:12:25,720 --> 00:12:28,159 you walked in and had that service rendered, unless you 224 00:12:28,200 --> 00:12:31,399 have a charge account that's already been established, yes, you 225 00:12:31,559 --> 00:12:34,480 have to pay for it today. Well, this guy comes 226 00:12:34,480 --> 00:12:36,799 in and pick up his dog. No, money and says, well, 227 00:12:36,879 --> 00:12:39,120 I'll just pay you, or really you will. So this 228 00:12:39,200 --> 00:12:42,159 doctor did what any of us would do, especially nowadays. No, 229 00:12:42,360 --> 00:12:44,399 we don't work that way. You sign the estimate. It 230 00:12:44,399 --> 00:12:48,039 clearly states here that payment is due upon pickup. So 231 00:12:48,200 --> 00:12:51,000 we will keep your pet here overnight, no charge, no charge, 232 00:12:51,120 --> 00:12:53,600 but and you come tomorrow with the payment. So what 233 00:12:53,639 --> 00:12:55,840 did this guy do? He went called one of the 234 00:12:55,840 --> 00:12:59,759 news stations and said that his dog was being held 235 00:13:00,080 --> 00:13:03,480 hostage by this veterinarian. So the news media shows up 236 00:13:03,480 --> 00:13:07,200 on this veterinarian storstep. Unfortunately, he was not equipped to 237 00:13:07,320 --> 00:13:10,240 know how to handle this, and it turned out to 238 00:13:10,279 --> 00:13:13,240 be for him a disaster. It's time for a break. 239 00:13:13,279 --> 00:13:14,919 When we come back, we're gonna finish this. I want 240 00:13:14,919 --> 00:13:16,200 to hear from you. I want to know what do 241 00:13:16,240 --> 00:13:20,200 you think about these smear campaigns? How do you handle nowadays? 242 00:13:20,279 --> 00:13:23,159 How do you handle any kind of conflict with a 243 00:13:23,200 --> 00:13:25,960 business provider or service provider? I want to hear eight 244 00:13:26,000 --> 00:13:28,120 seven seventh three eight five eight eight A two. We'll 245 00:13:28,120 --> 00:13:28,639 be right back. 246 00:13:32,639 --> 00:13:35,799 Speaker 1: We'll be right back right after these messages. Stay tuned. 247 00:13:39,480 --> 00:13:43,559 Speaker 3: Dison the new dice in animalbacks are powerful, bagless upright 248 00:13:43,639 --> 00:13:46,440 back us for homes with heads, air muscle and radio. 249 00:13:46,519 --> 00:13:50,600 Root Cyclone Technologies generates the strongest sception power to powerfully 250 00:13:50,639 --> 00:13:53,759 remove dust, dirt, and pehair from the home or car. 251 00:13:53,960 --> 00:13:57,279 To order your Dice in Animal Back, go to Diceondeals 252 00:13:57,360 --> 00:14:01,080 dot com Dice indeals dot com to order your Dyson 253 00:14:01,200 --> 00:14:04,360 Animal Back today Dyson music. 254 00:14:04,039 --> 00:14:07,240 Speaker 2: To your ears. Hi. 255 00:14:07,360 --> 00:14:11,799 Speaker 4: I'm doctor Robin Gansert, President and CEO of American Humane Association, 256 00:14:12,039 --> 00:14:15,759 the country's first national humane organization. Here to tell you 257 00:14:15,840 --> 00:14:19,559 about our new show, be Humane on pet Life Radio. 258 00:14:19,840 --> 00:14:22,320 Each week, will be bringing you the latest news and 259 00:14:22,399 --> 00:14:25,519 issues affecting our animal friends, and will also be bringing 260 00:14:25,559 --> 00:14:29,320 you interviews with Hollywood's biggest animal advocates, here to share 261 00:14:29,440 --> 00:14:32,360 tales about their pets and what they're doing to promote 262 00:14:32,399 --> 00:14:36,519 a more humane world. Our own highly experienced staff and 263 00:14:36,600 --> 00:14:39,320 friends of the organization will also join us each week 264 00:14:39,360 --> 00:14:41,960 to share what they're up to in the animal world. 265 00:14:42,159 --> 00:14:45,519 I hope you'll stop by until then. Let's always remember 266 00:14:45,720 --> 00:14:47,720 to be Humane every week. 267 00:14:47,559 --> 00:14:53,639 Speaker 1: On demand only on Petlifradio dot com. 268 00:14:54,480 --> 00:14:55,559 Speaker 2: Let's talk past. 269 00:14:55,360 --> 00:14:58,679 Speaker 4: It, Let's go pet at Life Radio, HETLFE Radio. 270 00:14:58,840 --> 00:15:00,960 Speaker 1: Pet Life Radio dot. 271 00:15:00,720 --> 00:15:21,799 Speaker 2: Com, And welcome back to ask about the doctor. Jeff, 272 00:15:21,799 --> 00:15:25,080 you're a pel Live radio and we still would love 273 00:15:25,080 --> 00:15:26,399 to hear from me. I wanted to say, I want 274 00:15:26,399 --> 00:15:27,960 some opinions. I want to know what you would do 275 00:15:28,000 --> 00:15:30,279 in a situation like this. I want to know what 276 00:15:30,320 --> 00:15:32,720 you do when you're mad at somebody. Give me a 277 00:15:32,720 --> 00:15:35,000 call eight seven seven three eight five eight eight A two. 278 00:15:35,240 --> 00:15:37,039 And this is bigger than just patch. This is bigger 279 00:15:37,039 --> 00:15:40,480 than just veterini medicine. This is something that when my 280 00:15:40,600 --> 00:15:43,279 grandmother used to have a saying, and it was a 281 00:15:43,279 --> 00:15:46,000 simple one. It says, if it's not nice, if it's 282 00:15:46,039 --> 00:15:48,919 not necessary, or if it's not true, don't say it. 283 00:15:49,480 --> 00:15:54,000 And the truth matter is when you blast somebody, whether 284 00:15:54,000 --> 00:15:56,840 there was they did right or wrong? What other ramifications? 285 00:15:56,879 --> 00:15:59,759 What might they be? What have you done to resolve 286 00:16:00,080 --> 00:16:03,159 this situation before you open your big mouth on the 287 00:16:03,159 --> 00:16:06,559 internet from hundreds of thousands millions to see did you ever? 288 00:16:06,600 --> 00:16:08,960 I mean, it's like this my perfect scenario. Let's break 289 00:16:08,960 --> 00:16:12,240 it down to something really simple, really simple. You have 290 00:16:12,279 --> 00:16:15,440 a dry cleaner you've been using for years, okay, and 291 00:16:15,519 --> 00:16:17,519 you pick up your dry cleaning, you pick up your 292 00:16:17,559 --> 00:16:20,159 shirt and one of the buttons is missing, maybe from 293 00:16:20,200 --> 00:16:22,480 the ironing and cleaning. Who knows? All right, what are 294 00:16:22,519 --> 00:16:24,559 you gonna do? Are you gonna go find another dry cleaner? 295 00:16:24,679 --> 00:16:26,440 Or are you gonna call up or take the shirt 296 00:16:26,440 --> 00:16:28,519 back and say, guys, look what happened when within the 297 00:16:28,559 --> 00:16:32,519 cleaning and wait for the response. Any decent businessman or 298 00:16:32,600 --> 00:16:34,919 woman is gonna say, oh, no problem, that happens sometimes, 299 00:16:34,919 --> 00:16:38,279 well sow new button on, No problem if they didn't, 300 00:16:38,720 --> 00:16:41,600 or if they said, uh, tough, that's what happens. Sorry, 301 00:16:41,919 --> 00:16:44,080 you know, go buy something new shirt. Then if you 302 00:16:44,120 --> 00:16:46,519 want to blast somebody, go ahead and blast them. Now, 303 00:16:46,720 --> 00:16:49,480 let's look at a different scenario. The very first time 304 00:16:49,559 --> 00:16:52,399 you use this dry cleaner, all right, brand new, the 305 00:16:52,559 --> 00:16:54,080 very first time you use it, you pick up your 306 00:16:54,120 --> 00:16:56,080 shirt and turn off. There's a button gone, might too 307 00:16:56,240 --> 00:16:57,919 then say, you know what, I tried this new guy, 308 00:16:57,960 --> 00:17:00,000 but not happy and you just won't use him again. 309 00:17:00,200 --> 00:17:01,519 But are you gonna go really you're gonna go on 310 00:17:01,519 --> 00:17:03,919 the internet and start complaining about it? I mean, how 311 00:17:04,000 --> 00:17:06,880 much satisfaction do you get? What do you everybody out there, 312 00:17:06,960 --> 00:17:10,200 Robin Hood's that they're going to help all these other 313 00:17:10,279 --> 00:17:12,799 people out there from making a mistake. Did you ever 314 00:17:12,839 --> 00:17:16,799 think that maybe there were ninety nine percent of the 315 00:17:16,839 --> 00:17:19,960 shirts leave that brand new cleaner fine, and you just 316 00:17:20,160 --> 00:17:23,640 unfortunately had a bad day. This was not your lucky day, 317 00:17:23,799 --> 00:17:27,240 and you happen to be the one that lost the button. 318 00:17:27,440 --> 00:17:30,440 But it's amazing to me how everybody you know, I 319 00:17:30,519 --> 00:17:33,440 lecture marketing all the time, and we just a we 320 00:17:33,519 --> 00:17:36,319 used to say that the sad news is that you 321 00:17:36,400 --> 00:17:39,720 have to work three times as hard to please a customer, 322 00:17:40,160 --> 00:17:43,079 because when you upset a customer, they're going to go 323 00:17:43,119 --> 00:17:46,440 home and tell ten people. This is old fashioned before internet. 324 00:17:46,440 --> 00:17:49,119 They're going to pick up the phone, in conversation at 325 00:17:49,440 --> 00:17:52,079 the social coffee table, they're going to be telling people. 326 00:17:52,240 --> 00:17:55,319 Whereas if someone's happy, which of course, any business or 327 00:17:55,359 --> 00:17:58,839 anything we do, we expect satisfaction. We expect to be happy. 328 00:17:59,079 --> 00:18:00,799 So when we are, we don't go and tell everybody 329 00:18:00,839 --> 00:18:04,799 about it. And unless it's outstanding, you tell three people. 330 00:18:05,160 --> 00:18:07,599 So we would say you had to work over three times. 331 00:18:07,599 --> 00:18:11,480 It's hard to please somebody because for everyone that you upset, 332 00:18:11,720 --> 00:18:13,720 all right, you tick off, they're gonna go home and 333 00:18:13,720 --> 00:18:17,119 tell ten Well, now that ten is ten thousand, is 334 00:18:17,119 --> 00:18:19,960 one hundred thousand, is a million, and now it's not 335 00:18:20,000 --> 00:18:21,759 just your friends. You're just saying it for the sake 336 00:18:21,799 --> 00:18:24,599 of saying it. If you really cared well about your 337 00:18:24,640 --> 00:18:27,279 friends and that they shouldn't make a mistake that you made, 338 00:18:27,559 --> 00:18:29,200 you pick up your phone and call the friends. What 339 00:18:29,240 --> 00:18:31,359 do you care about someone who lives in Oshkosh, Wisconsin 340 00:18:31,640 --> 00:18:35,559 And meanwhile you're blasting somebody to everyone else. So it 341 00:18:35,640 --> 00:18:39,039 is so frustrating to hear. And before the break, we 342 00:18:39,119 --> 00:18:41,680 had a quick story about this colleague of mine and 343 00:18:41,720 --> 00:18:44,440 the dog and he, quote unquote, according to the owner 344 00:18:44,599 --> 00:18:47,680 who went to the news media, kept his dog hostage 345 00:18:47,720 --> 00:18:50,920 overnight and the news shows up on his door. And unfortunately, 346 00:18:50,960 --> 00:18:53,079 this doctor was not really equipped in know how to 347 00:18:53,160 --> 00:18:55,640 handle the situation, had to do a lot of backpedaling, 348 00:18:55,680 --> 00:18:58,799 ended up having to give the dog back to the guy. Man, 349 00:18:58,880 --> 00:19:01,640 if that was me, I would have turned that around 350 00:19:01,839 --> 00:19:04,279 where the clients would be lining up around the corner 351 00:19:04,440 --> 00:19:06,240 to come in. First of all, this guy has a 352 00:19:06,279 --> 00:19:09,279 magnificent hospital, and instead of I would have invited the 353 00:19:09,279 --> 00:19:11,240 news and say, let me show you what we do here. 354 00:19:11,480 --> 00:19:14,519 Let me show you the facility. See are my technicians, 355 00:19:14,519 --> 00:19:16,759 See how we care for the animals, and yes, and 356 00:19:16,759 --> 00:19:18,960 show them the sign clearly say so. I would show 357 00:19:19,000 --> 00:19:22,440 the signed estimate where this guy signed exactly what was 358 00:19:22,480 --> 00:19:25,559 to be done, and the notes, the billboards that displays 359 00:19:25,599 --> 00:19:29,160 all over the hospital saying that services are to be 360 00:19:29,319 --> 00:19:31,839 paid when the animal is picked up. Very simple, It's 361 00:19:31,839 --> 00:19:34,000 a no brainer. I would not have given up that dog, 362 00:19:34,160 --> 00:19:37,319 all right. And really what it boils down to is 363 00:19:37,799 --> 00:19:39,680 that we need to know first of all, we need 364 00:19:39,720 --> 00:19:42,880 to really decide when you're gonna complain. I had a 365 00:19:42,920 --> 00:19:45,680 listen to this. I had on Yelp. One of my 366 00:19:46,279 --> 00:19:48,759 someone told me there was a complaint about my associate, 367 00:19:48,880 --> 00:19:51,799 not my associate. Happens to well, she's now an ex associate. 368 00:19:51,799 --> 00:19:54,440 She actually moved to Barbados to get married. But she 369 00:19:54,920 --> 00:19:58,680 was a phenomenal veterinarian, and the complaint was nothing about 370 00:19:58,680 --> 00:20:01,240 her veterinarian skills, nothing about the way she handled the case. 371 00:20:01,240 --> 00:20:05,000 The pet it was that she is a boyfriend stealer. 372 00:20:05,200 --> 00:20:08,319 And this woman goes on yell to say stay away 373 00:20:08,359 --> 00:20:11,359 from this doctor by name, mentioning her by name, saying 374 00:20:11,359 --> 00:20:14,039 that she will steal your boyfriend. Well, it turns out 375 00:20:14,079 --> 00:20:15,839 the guy she was dating at the time, not the 376 00:20:15,839 --> 00:20:18,920 guy she's with. Now. This is several years ago used 377 00:20:18,960 --> 00:20:21,480 to date this woman, but like six years before that, 378 00:20:21,799 --> 00:20:24,200 and this had nothing to do with my associate. But 379 00:20:24,400 --> 00:20:27,759 obviously this woman was a bit unstable, and so you know, 380 00:20:27,839 --> 00:20:29,359 I called you up. I said, guys, if you want 381 00:20:29,400 --> 00:20:31,359 to review the hospital, review of the hospital, but you 382 00:20:31,400 --> 00:20:34,680 can't publish a personal vendetta. That's not even true, it's 383 00:20:34,720 --> 00:20:37,160 not even accurate. And sure enough they took it down. 384 00:20:37,480 --> 00:20:40,200 But I got to the point now where I will 385 00:20:40,240 --> 00:20:43,559 answer these because you know, as the expression goes, there 386 00:20:43,559 --> 00:20:47,200 are actually three sides to every story. There's their side, 387 00:20:47,319 --> 00:20:50,319 there's your side, and then there's something in the middle 388 00:20:50,400 --> 00:20:54,079 that's probably the reality. And if someone can have the 389 00:20:54,160 --> 00:20:57,039 right to complain, then I think any of us that 390 00:20:57,119 --> 00:20:59,440 are in a service business or a product's business have 391 00:20:59,480 --> 00:21:01,640 a right to respond to that complaint and give the 392 00:21:01,680 --> 00:21:04,559 other side. Do it professionally, you take the higher road, 393 00:21:04,920 --> 00:21:07,119 and I think that if you do that, you will 394 00:21:07,119 --> 00:21:10,480 actually make yourself look better than the complainer. I had 395 00:21:11,160 --> 00:21:13,680 a complaint. This is really funny. I talked about these 396 00:21:13,720 --> 00:21:17,440 in my lectures because it's comical. A lawyer actually complained 397 00:21:17,480 --> 00:21:20,720 about something that happened here with one of my technicians, 398 00:21:21,119 --> 00:21:23,599 and the scenario was she had a dog boarding, and 399 00:21:23,680 --> 00:21:26,400 our policies are very clear that vaccines need to be 400 00:21:26,440 --> 00:21:29,039 current if you're going to board, because I can't afford 401 00:21:29,079 --> 00:21:31,799 the risk of having a sick dog give something to 402 00:21:31,799 --> 00:21:34,839 my other patients, or worse yet, a dog coming in 403 00:21:34,880 --> 00:21:37,039 not vaccinated. It picks something up here, like a little 404 00:21:37,119 --> 00:21:39,799 kennel cough, and then they blame me. So we want 405 00:21:39,839 --> 00:21:42,920 to make sure that everything is up to date, all vaccines. 406 00:21:42,960 --> 00:21:45,240 So she brings her dog in and there is the 407 00:21:45,359 --> 00:21:48,599 vaccine records, no vaccine records, and that which we had 408 00:21:48,640 --> 00:21:51,559 on file was like three years overdue. We tried calling her, 409 00:21:51,559 --> 00:21:53,880 couldn't get a hold of her, left message number. Scene. Meanwhile, 410 00:21:53,960 --> 00:21:55,599 we're gonna have the dog here, so we caught it 411 00:21:55,680 --> 00:21:58,559 up on the vaccines. So turns out when she picks 412 00:21:58,640 --> 00:22:00,640 up and she sees that the charts for the goes 413 00:22:00,920 --> 00:22:02,960 what's this all about? And she explained to us that 414 00:22:03,119 --> 00:22:06,119 she had been someplace else when she was wherever traveling 415 00:22:06,119 --> 00:22:08,240 and she got the vaccine. That's fine and dandy, we said, 416 00:22:08,400 --> 00:22:10,880 but you didn't write it. It wasn't written anywhere and 417 00:22:11,279 --> 00:22:13,200 we didn't know. So no problem, it's not going to 418 00:22:13,279 --> 00:22:15,000 hurt to get the vaccine at this point, and we 419 00:22:15,039 --> 00:22:18,240 won't charge you. And that was it. Case clo ended discussion. 420 00:22:18,279 --> 00:22:19,640 I mean, what more can you do? It's done. We 421 00:22:19,640 --> 00:22:21,799 didn't charge her for the vaccine. She didn't tell us. 422 00:22:22,000 --> 00:22:24,359 It was like an honest mistake, but we really felt 423 00:22:24,359 --> 00:22:25,720 that we needed to because it would have been worse 424 00:22:25,920 --> 00:22:27,759 had had something happened to the dog. So all of 425 00:22:27,799 --> 00:22:31,680 a sudden, I read this complaint on yell written by 426 00:22:31,880 --> 00:22:34,440 this Nancy A. I knew exactly who it was because 427 00:22:34,559 --> 00:22:36,279 it was a little picture and I read it and 428 00:22:36,319 --> 00:22:38,279 I said, wait a second, that's let me look into 429 00:22:38,319 --> 00:22:40,319 I look into it, and I pulled up my computer 430 00:22:40,599 --> 00:22:45,000 the record about what to happen. This happened six years ago, 431 00:22:45,400 --> 00:22:49,119 six years ago, and she's writing about now. And what's 432 00:22:49,160 --> 00:22:51,839 funnier is during this time she continued to come in 433 00:22:52,039 --> 00:22:53,640 and when I called her, I said, man, what is 434 00:22:53,680 --> 00:22:57,119 this all about? Six years ago? Well, I just thought 435 00:22:57,160 --> 00:23:00,559 that people should know that this is unbelievable. So can 436 00:23:00,599 --> 00:23:03,880 you imagine if I did not have the confidence that 437 00:23:03,920 --> 00:23:06,319 I have, And I was like this other doctor and 438 00:23:06,400 --> 00:23:09,200 thismear campaign saying that she's ripping clients off when she's not, 439 00:23:09,480 --> 00:23:12,039 when she actually did the right thing, and she goes 440 00:23:12,079 --> 00:23:15,160 ahead and takes her life anyway. I'd love to hear 441 00:23:15,240 --> 00:23:17,079 from you, guys. I can't believe that now I did 442 00:23:17,079 --> 00:23:19,640 not strike one nerve in somebody to come and say, 443 00:23:19,640 --> 00:23:21,720 wait a second, or here's another viewpoint, or I agree 444 00:23:21,799 --> 00:23:24,799 or I disagree. So if you're that embarrassed to get 445 00:23:24,799 --> 00:23:26,599 on the phone and send me an email to doctor 446 00:23:26,680 --> 00:23:29,279 Jeff Dr Jeff at petlife radio dot com. I want 447 00:23:29,319 --> 00:23:33,240 to thank you again our wonderful sponsors, pro Sends, Pet Products, Calm, 448 00:23:34,400 --> 00:23:36,559 pet Health Network. Go onto pet Health Network. You can 449 00:23:36,599 --> 00:23:39,000 read my blogs and blogs of many of my colleagues 450 00:23:39,000 --> 00:23:43,680 that are fantastic and also Walmart. And we will be 451 00:23:43,720 --> 00:23:46,200 here next week here on pet Live Radio. 452 00:23:46,480 --> 00:23:51,119 Speaker 1: Let's talk pets every week on demand only on petlife 453 00:23:51,240 --> 00:24:04,079 radio dot com.