Customer Experience

In this episode, Kelly, Beth, and Peter dig into what “client experience” really means in veterinary medicine—and why it’s become a major differentiator as pet owners pay closer attention to value, communication, and trust. They frame vet med as a service industry delivering healthcare (not the other way around), emphasizing that clients are part of the team and that leadership sets the tone for consistency. The conversation covers where practices commonly miss the mark (communication, pricing/value explanation, feeling unheard), how to improve through training, auditing, and clear expectations, and why the experience starts before someone walks in the door—your digital presence is now the “front desk.”