Business: VCA Boulder Terrace
Address: 1586 W. Ogden Ave.
Contact info: 630-420-9155, www.vcahospitals.com
Owner: VCA Veterinary Centers of America
Years in business: “We’ve been here since 1977. We were privately owned until 2014, when Dr. (R.R.) Cortesi retired as owner and veterinarian,” said hospital manager Sandra Wardell, who has worked at the clinic for 19 years.
What does the business do? “Veterinary services, wellness examinations, medical care, vaccinations, routine spay and neuters, dental cleanings, grooming and boarding for dogs and cats,” Wardell said. “We also have the ability to do ultrasounds, digital radiographs of the pet’s body and teeth. We do dogs and cats; occasionally we get the small animal, like hamsters or gerbil.”
What was the impetus for opening this business? “It was started by Dr. (Jack) Devries, and Dr. Cortesi worked for him as an associate veterinarian. When Dr. Devries passed away, Dr. Cortesi bought the practice and ran it under his name until August 2014.”
What is the best thing about being in Naperville? “The diversity of the clientele.”
What is the biggest challenge about being located in Naperville? “The competition of low-cost spay and neuter clinics. Providing high-quality medicine in a world that has become accustomed to cookie-cutter programs,” Wardell said. “But we do want owners to take care of their animals and by all means, if finances are an issue, for them to get their animal spayed and neutered (at a price they can afford). That’s in the interest of the animals.”
When is your busiest time of year? “Spring to fall, with winter being a little slower. We also do boarding, so we do have our very busy boarding times when schools go on holiday, like spring break, summer vacation and all the other usual holidays.”
What is the most popular service you provide? “Examinations, whether they are wellness or medical exams, dental work, grooming, geriatric care and personalized services.”
What is a less popular service you would recommend? “Wellness plans — they help clients budget out their yearly services over 12 months with low monthly payments. I would say a lot of people don’t realize that their pets need to be groomed, whether they have a short-hair or a long-hair dog. In reality, all animals need to be groomed. We do have a groomer here six days a week. We have quite a few of our clients who have heard about the service and they say they have a difficult pet. We work with difficult pets, maybe with light sedation or full sedation, but a lot of the grooming places can’t do that.”
What item did you stock that you thought would sell well but was a dud? “Dental chews.”
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What items did you stock that you thought would do OK but turned out to be a big seller? “Nexgard, a chewable, once-a-month flea and tick preventative.”
What is your least favorite service you provide? “Euthanasia. It’s hard to say goodbye when you are so attached to your clients and their pets.”
What is the biggest misconception you face with your business? “(People think) because we are corporate owned, (we) are a chain, and chains provide the same service. Not true. We provide personalized service for our clients and their pets depending on their needs and wants.”
How would you describe your business philosophy? “We need to provide each and every client with the best service and the best care we can.”
How has your business changed over the years? “We have added services like ultrasound, dental radiography, digital radiography and collaboration with specialty veterinarians. A lot of the private veterinarians who have been in the business for a long time … (are selling) to corporate (owners). A lot of the clinics in the area are doing that. … Also, I would say about 10 years ago a lot of pets coming in were from puppy stores, puppy mills, and I’d say that with all the negative publicity pet stores were getting, we see less and less coming from that route. We see more and more coming through adoptions and working with rescue shelters. … We also work closely with a rescue that doesn’t have their own building, Waifs & Strays Animal Rescue. We allow (them) to house their cats here, put their cats up for adoption here.”