#128: So You Want To Start Your Own Practice? With Dr Amber Christie, Brooke Goodwin and Caroline Willemse.

1. Define Your Vision and Core Values

• Before you dive into the logistics, clarify what you want your clinic to represent.
• Consider the type of environment you want to create for clients, staff, and yourself.
• Example: Amber and Brooke emphasized the importance of aligning the clinic’s reputation and operations with their personal values and vision.
• Tip: Write a mission statement that reflects your goals and values. This can guide decision-making throughout the process.

2. Choose the Right Location

• Location is a critical determinant of your clinic’s success.
• Evaluate the demographic needs, competition, and accessibility of potential areas.
• Example: Amber highlighted the importance of selecting a location that supports another clinic, even in areas with existing competitors.
• Tip: Conduct a feasibility study to assess the market demand and client base in your desired area.

3. Build a Complementary Team

• Whether you’re going solo or sharing ownership, the people you work with can make or break your clinic.
• Choose co-owners or team members who complement your skills and share your vision.
• Example: Amber and Brooke’s partnership thrived due to their complementary roles—Amber’s experience as a veterinarian and Brooke’s expertise in nursing and practice management.
• Tip: Clearly define roles and responsibilities from the start to ensure smooth collaboration.

4. Secure Flexible and Accessible Financing

• Financial planning is key to launching a sustainable practice.
• Explore lending options tailored to veterinarians, such as 100% funding for fit-outs and flexible repayment schedules.
• Example: Caroline’s advice on using cash flow forecasting to understand the financial viability of the practice was invaluable.
• Tip: Work with a financial advisor or broker who understands the veterinary industry to create a realistic budget and cash flow plan.

5. Prioritize Flexibility and Work-Life Balance

• Owning a clinic is demanding, but maintaining flexibility is crucial for long-term sustainability.
• Plan for systems and protocols that allow you and your team to adapt to life’s unpredictabilities.
• Example: Amber’s shift in mindset toward being flexible with staff needs created a supportive and positive clinic culture.
• Tip: Build a work environment that values flexibility and empowers your team to thrive personally and professionally.

Building lasting relationships with clients is essential for the long-term success of any veterinary practice. Strong connections foster trust, loyalty, and mutual respect, ultimately benefiting both pets and practitioners. Based on insights from the transcript, here’s how to cultivate client relationships that stand the test of time:

1. Prioritize Client Interaction

• Spending quality time with clients is a cornerstone of trust and connection.
• Example: Amber emphasized the importance of taking her time in consults, sometimes spending 40 minutes with new clients to establish rapport and thoroughly address concerns.
• Action Tip: Tailor consult durations to client needs. Allow more time for first-time visits or complex cases to make clients feel valued and understood.

2. Listen Actively and Show Empathy

• Clients want to feel heard and understood, especially in emotionally charged situations.
• Example: Amber shared that her client interactions are a two-way street, where she gains as much from her clients as they do from her expertise.
• Action Tip: Practice active listening by paraphrasing client concerns and asking follow-up questions to show you’re genuinely engaged.

3. Be Transparent and Honest

• Transparency fosters trust. Clients appreciate honesty, even if it means admitting uncertainty or discussing difficult financial decisions.
• Example: The conversation highlighted the importance of being upfront with clients, even when delivering challenging news.
• Action Tip: Communicate diagnoses, treatment options, and costs clearly. If unsure about a situation, let clients know you’ll consult with colleagues or research further.

4. Educate and Empower Your Clients

• Clients value veterinarians who help them feel informed and confident in caring for their pets.
• Example: Continuing education for staff and clear client communication were key elements of creating a supportive, knowledgeable environment.
• Action Tip: Use visual aids, take-home materials, or follow-up calls to reinforce educational messages. Help clients understand their role in their pet’s health.

5. Create a Warm, Personalized Experience

• Make each client feel like more than just another appointment by remembering personal details and treating them with warmth and respect.
• Example: Brooke highlighted how knowing clients by name and maintaining personal connections brings job satisfaction and enhances the clinic’s culture.
• Action Tip: Implement a system to record and recall key details about pets and owners, such as birthdays, medical history, or special preferences.

6. Foster a Team Approach

• When all staff members—receptionists, nurses, and vets—connect with clients, it creates a seamless and welcoming experience.
• Example: The team-consulting approach mentioned ensures that clients feel cared for by everyone at the clinic.
• Action Tip: Train your entire team to communicate effectively with clients and contribute to building strong relationships.

7. Build Trust Through Consistency

• Clients are more likely to stay loyal when they know what to expect from your practice.
• Example: Amber and Brooke’s emphasis on delivering high-quality care consistently helped reinforce client trust.
• Action Tip: Establish and adhere to clinic protocols that ensure a uniform client experience, from scheduling to follow-up care.

Final Thoughts