A Tale of Two Trends — The Hidden Cost of Turnover
When Financial Wins Hide Cultural Losses
At first glance, the veterinary industry seems to be doing well. Revenue per employee is rising, average pay is competitive, and efficiency has improved. But behind those numbers lies a troubling pattern: turnover in key support roles has hit crisis levels.
According to the 2025 Veterinary Payroll Report, turnover sits at 33 percent for receptionists, 32 percent for technicians, and a staggering 37 percent for kennel staff.
Those statistics represent more than staffing challenges—they’re indicators of instability that can quietly erode client trust, team morale, and long-term growth.
The Front Desk Fallout
Let’s start with the client service team. Receptionists are the first and last touchpoint for pet owners, yet they remain among the most vulnerable to burnout. Many clinics report throwing new hires into the deep end with little training, leading to frustration and fast exits.
Wages for client service representatives have grown from $20.09 to $20.78 per hour, keeping pace with market rates. But pay alone isn’t enough. What’s missing is a clear path for development, ongoing training, and recognition of how critical this role truly is.
Practices that invest in communication and soft-skill training for CSRs see measurable improvements in both conversion rates and client retention.
The Technician Tightrope
Veterinary technicians face similar pressures. Despite earning competitive hourly rates—rising from $26.73 to $27.27—they’re leaving at alarming rates. Every lost technician costs the average hospital tens of thousands of dollars in lost productivity and onboarding expenses.
The ripple effect is profound. When experienced team members leave, their knowledge walks out the door, and remaining staff must shoulder additional burdens. That creates a cycle of fatigue that fuels even more turnover.
Kennel Care and the Bigger Question
Kennel staff turnover reached 37 percent, the highest of all positions tracked. For some hospitals, this has sparked a reevaluation of whether to maintain boarding services at all. Others are using this insight to improve scheduling, cross-train staff, or measure boarding profitability more precisely through analytics tools like iVET360’s PULSE dashboard.
The key lesson: data isn’t just for finance. It’s for understanding people.
The Real Cost of Turnover
Turnover doesn’t just hurt your team—it hits your bottom line. iVET360’s analysis estimates that losing a single technician or assistant costs the average practice 1.5 percent of annual revenue, or roughly $37,500 for a $2.5 million clinic.
When you multiply that across multiple roles, it’s clear that retention isn’t just an HR goal—it’s a financial strategy.
The Takeaway
The veterinary industry can’t afford to celebrate revenue growth while ignoring workforce churn. Stability is the new success metric.
Investing in training, communication, and a clear career ladder will pay for itself many times over in retention, culture, and client satisfaction.
