Retailers Share How They Handle Vets Who Contradict Their Food Recommendations

For the second time that week, Amber listened to an almost identical story from a customer wanting to return dog food they had recently purchased from her store. It followed the usual script: “Dr. Williams said that (insert any of the foods she carried) is not good, that I should only feed (insert any of the ‘Big 5’ dog foods) because it has scientific research behind it.”

Here we go again, Amber sighed to herself. She smiled at the woman as her employee processed the return, repeating her original pitch regarding the manufacturer’s specific standards and the food’s high-quality ingredients. Amber once again pointed to the nutritional information on the back of the bag.

Even though she didn’t agree with the veterinarian, Amber would not directly contradict his food recommendations. “Vet bashing” would reflect poorly on her and the store. She valued and respected vets for their love of pets and their dedication to pet health. However, she often wondered why the endorsement of ‘Big 5’ foods still persisted from so many in the field.

Many years earlier, it had been Dr. Williams who had unintentionally encouraged Amber to begin her educational journey in pet nutrition. Her dog was a patient of his at the time and had told Amber that she must feed a certain “prescription diet” for her dog’s medical condition. Stressing that the prescription food was the only one her dog should eat to avoid dire health consequences, the vet convinced Amber to purchase the prescription kibble. When her dog refused to eat it, Amber began to panic. She flipped the bag over and found a very long and confusing list of ingredients.

Desperate, Amber began to research alternatives her dog might actually eat and enjoy, ones with ingredients that would support good health. This led her to an integrative veterinary practice within an hour’s drive. The vet recommended several options, among them high-quality kibbles with fresh-food toppers as well as gently cooked and raw foods. As her dog began to thrive on his new diet, Amber made it her mission to provide such options to others in her community by opening a holistic pet store.

She now worked closely with her dog’s integrative vet, and having proven herself through repeated successes with her customers had also built referral relationships with many conventional practices in the area. In fact, many of the vets and their employees shop at her store. Amber had built respectful, mutually beneficial alliances. Only Dr. Williams was resistant to the suggestions she made to his clients who shopped at her store or even meeting with her unless as a client. Talking customers off the pet nutrition ledge he had put them on was a major frustration for Amber and her team.

Karen C.
DELAVAN, WI

This scenario is certainly real to us, as we navigate it daily. Our goal is to educate the client so they can make their own informed choices. That often means not following another pet professionals’ direction, whether it be veterinarian, trainer, groomer, dog sitter, etc. Some local pet pros don’t recommend or shop with us because of this. We have plenty who do! There is a real possibility Dr. Williams will never change his stance. Amber can continue to educate herself and her customers — and not feel bad about the difference of opinion, feeling confident in what she’s learned from her own experience. We never criticize other professionals; we just arm ourselves with the latest and most relevant information. And we share our personal journeys with our pets. We are very supportive of customers facing this. We cheer them on and validate what they already know.

Maisie F.
SHERWOOD & WILSONVILLE, OR

We are next door to a veterinary clinic, so as far as I’m concerned, this is considered loss due to competition. Normalize “vet bashing” in the context of discontinuing the spread of misinformation; if not for your sake, for the customer’s sake, and if not for their sake, for their pet’s sake. Partnerships with vets are almost impossible to come by, so if you have them, value and nurture them. Worry about your customers, not your relationship with a veterinarian whose mindset will never change. Continue your mission with holistic pet care and prevention, and share your knowledge.

Paul L.
MOUNT DORA, FL

From my perspective, it’s essential for pet-store owners and veterinarians to find common ground, even if they have differing opinions on pet nutrition. While it’s understandable that Amber wants to avoid “vet bashing,” it’s also crucial that she advocates for the products she believes in. Perhaps Amber could offer to host an educational seminar at her store and invite Dr. Williams and other local vets. This could be an opportunity to share research and information about the benefits of the foods she sells and open a dialogue about pet nutrition. Additionally, Amber could create informational brochures or handouts for her customers. This way, her customers can make informed decisions about their pets’ diets, even if their vet recommends a different brand. Ultimately, the goal should be to work together to ensure the health and well-being of the pets in the community.

Kathryn M.
RICHMOND, MO

The “Big 5” companies are not bad, and recommending them is not hurtful. Carry foods you recommend and the foods the veterinarian recommends. If the client wants your recommendations, give them your reasoning. If the client wants to use the vet’s recommendations, that is their choice so support them. Dry, canned, raw, homemade can all be done correctly, but each person needs to find what is best for them and their budget. It’s not a one-size-fits-all situation. If the pet is doing good on a diet, why change just to fit what you feel is better. Vets and pet stores need to realize their way is not the only way.

Gina M.
ENCINITAS, CA

I’d say to the customer, “Not all vets agree about diets and most aren’t properly educated on nutrition. My vet, Dr. X, fully supports these diets. If you’d like to enlist the opinion of a nutritionist, I can refer you to one.”

Sherry C.
JERSEY CITY, NJ

We respect veterinarians.However, we gently inform our clients that vets are only required to take one nutrition course, which is mostly about farm animals, in all four years of vet school. Most vets do not know much about pet nutrition unless they have gone on to study it as a personal passion. We inform our clients that the big commercial pet food producers give tons of money to veterinary schools, including free food, and create most food and nutrition coursework. By the time vets graduate, they are in the “back pockets” of the “Big 5” pet food companies because it’s the only brands they know. There is hope, though. We find that younger vets are more interested in what they eat for good health and longevity, and they apply that thinking to their clients’ pets — and some even endorse raw now!

Hannah B.
ONEONTA, NY

We run into this issue quite a bit because there is a vet clinic next door. We kindly explain that most vets aren’t nutritionists and can for sure help your dog with any boo-boo, but when it comes to actually helping your dog’s gut health as well as with nutrition, that is what we’re here for and what we pride ourselves in doing. We start by comparing what they are currently buying from the vet clinic, which will typically be $50 for the tiniest bag, and then show them what they are actually feeding their dog — mainly fillers such as corn, wheat and soy, and a lot of by-products. People tend to reconsider their options. That’s when we are able to help them determine what their dog actually needs to help with a dietary restriction.

Bill H.
COLORADO SPRINGS, CO

I tell customers straight up to not listen to conventional vet advice when it comes to food. I tell them vets are good at fixing things, and they are also good at being bought and paid for by big kibble. I refer them to the book, Big Kibble. I tell them Rx food is a gimmick solely existing for profit. I explain that there is no medicine in food. I pull up the food online and show them. I also encourage them to watch Pet Fooled to see exactly what a by-product is, and I explain the rendering of dead, dying and diseased animals. I don’t pull any punches when it comes to a vet’s recommendation of garbage food.

Doug S.
NEW CITY, NY

It is unfortunate that many vets still believe ingredients such as corn, wheat, soy, artificial colorants, and “poultry digest” are a complete diet for canines. And the FDA has already determined there is no such thing as a “prescription diet,” as it doesn’t contain medication. The “Big 5” get to the vets in school, and they stay loyal to them and sell their products in their practices. Amber can try to enlighten Dr. Williams, but it will be quite an uphill battle that will probably lead nowhere. Her best option, which is what we have done for the past 30 years, is to not bash the vet but to educate her clients on the latest advances in animal nutrition that have proven to reduce trips to the vet for food-related problems.