Watch “How to Navigate Escalated Complaints from Pet Parents”—a must-see session for veterinary professionals ready to turn tense moments into trust-building opportunities.
In a world where one bad review can ripple across your reputation, this expert-led discussion dives into why pet parents escalate and how your team can respond with clarity, empathy, and professionalism.
Client complaints aren’t just about outcomes—they’re often rooted in communication breakdowns, emotional misunderstandings, and unmet expectations. This practical, insight-packed webinar brings together seasoned veterinary leaders to explore what’s really driving dissatisfaction—and how you can proactively prevent and de-escalate tense situations before they impact your team or your reputation.
Here’s your toolkit for financial resilience:
Watch Now & Build a Stronger Client Connection
If you’ve ever had a tough client conversation linger in your mind, this webinar is for you. Stream the replay now—and take the first step toward smoother communication, fewer complaints, and a more resilient team.
Veterinary Management Consultant | Global Speaker
Senior Manager, Berry, Dunn, McNeil & Parker, LLC
Monica Dixon Perry is a seasoned veterinary management consultant and global speaker with over two decades of experience guiding veterinary professionals and organizations toward sustainable growth and operational excellence. Currently serving as a Senior Manager at BerryDunn, Monica specializes in financial management, personnel development, regulatory compliance, and ethical leadership within veterinary practices.
With a background that spans consulting, executive leadership, and academia, Monica is known for her hands-on, practical approach to helping veterinary teams thrive. She previously served as Vice President of Strategic Partnerships at Mission Veterinary Partners and operated her own consultancy for over 14 years, supporting veterinary hospitals across North America. Monica also lectured on Veterinary Practice Management at North Carolina State University, enriching the next generation of veterinary professionals.
A Certified Veterinary Practice Manager (CVPM) with a Bachelor’s degree in Biology from the University of North Carolina at Chapel Hill, Monica brings a unique blend of business insight and a deep understanding of veterinary practice dynamics. She is passionate about empowering veterinary teams to deliver exceptional patient care, build resilient practices, and foster workplace environments where people and animals flourish.
Leadership Consultant | NeuroLeadership & Emotional Intelligence Expert
CEO, Best Leadership
Rob Best is a certified expert in NeuroLeadership, a science-based discipline focused on emotional intelligence and psychological safety in professional environments. His work centers on fostering environments that attract, retain, and develop top talent by creating cultures of emotional and psychological safety.
With over 20 years of experience, Rob has transformed countless organizations through leadership development, team building, and organizational agility. As the CEO of Best Leadership, Rob integrates evidence-based behavioral science with practical strategies to help individuals and teams unlock their full potential.
Beyond his expertise in leadership, Rob’s background is as diverse as it is inspiring. A former basketball player and an adventurous world traveler, he has trekked six of the seven continents. He also leads SAGE Global, a nonprofit he has served as CEO since 2002, empowering tens of thousands of teenage entrepreneurs in over 30 countries to create ethical and innovative solutions to global challenges.
Rob’s educational journey includes two bachelor’s degrees in Business and Organizational Communication, complemented by certifications in NeuroLeadership, body language, statement analysis, and deception detection. He is also a Certified Veterinary Practice Manager (CVPM), a testament to his dedication to continuous learning and growth. These qualifications have amplified his ability to coach leaders, guide cultural transformation, and inspire measurable improvements in business and interpersonal relationships.
As a keynote speaker and consultant, Rob’s message resonates with professionals navigating today’s challenges. He reminds leaders that resilience often starts with kindness—to themselves and others. In the words of the renowned Dr. Odie Marcovici, Rob encourages everyone to “Always be kinder than you feel.”
When Rob isn’t helping organizations thrive, you can find him mountaineering, surfing, paddleboarding, or spending time with his beloved dog. His passion for exploration, both in nature and human potential, continues to fuel his journey of learning and leading.