5 Tips On How to Have Your Vet Practice Thrive Post-COVID

GeniusVets hosted a Webinar that featured three prominent DVMs and veterinary practice owners sharing their insights on how to not just survive but to actually thrive in the post-COVID world. Dr. Michele Drake (Owner of The Drake Center in Encinitas, CA), Dr. Scott Loepp (Owner of Frontier Veterinary Hospital in Hillsboro, OR), and Dr. Matt Demey (Owner of Seven Hills Veterinary Hospital in Aurora, CO) were the three panelists who shared what’s worked to keep their businesses flourishing during this challenging time. Several themes on how to have your veterinary practice emerge stronger than ever post-Coronavirus developed throughout the webinar, and we share them in the post below.

Evaluate and Improve Upon Your Company Culture

One thing that all three DVMs pointed out during the post-COVID-19 success webinar was that their company cultures were very strong to begin with. This means that a strong basis of mutual respect had already been founded, and what your practice stands for had been established before this crisis began. As Dr. Drake pointed out, if you’ve found yourself and your practice floundering in this regard, it could be time to reevaluate your hiring process. Take stock of what you want your company culture to look like, and keep that in mind when bringing on new employees.

Praise Your Staff

Just like all of us, your staff members were and probably still are scared about the crisis and their fates. Make sure they know how important their roles are within your practice and compliment them on any proactive stances they take to better it for everyone. As Dr. Loepp said, “I’ve made sure that my staff knows they are heroes just for showing up. I tell them, ‘If we weren’t here, what would happen then? It’s a big deal what we’re doing.’” Dr. Demey echoed that sentiment, saying, “You can never overdo it when it comes to praising your staff.”

Open Lines of Communication Are Key

The first thing Dr. Drake did when the pandemic hit was to implement daily email bulletins to let her practice members know what was happening. This kept them all on the same page, preventing panic that might otherwise cause some staff members to come up with their own narratives in the absence of information. She also began Zoom calls with all staff members, including reception, vet techs, veterinarians, and an entire-staff meeting. As she put it, “My approach to teaching my staff is that you can’t over-communicate or underestimate the power of following up with them.”

This also goes for communicating with clientele. On top of her daily email bulletins to employees, Dr. Drake also began creating videos to share The Drake Center's status with clients. She noted that this is about empathy, as vets and vet practice owners need to realize how uncertain these times are for clients as well as employees.

Don’t Be Afraid to Experiment and Make Mistakes

These are unprecedented times so, as all three DVMs noted during the webinar, there is no “What Vet Practice Owners Should Do During a Pandemic” guide. This means that it’s crucial to have the courage to try new things, full well knowing that some of these things will work while others will not. Dr. Demey referred to this as a “judgment-free period”, saying, “What we can’t do is what we’ve always done. We have to anticipate and stay ahead.”

As an example of experimenting with new things, Dr. Demey pointed out that curbside service wasn’t working for his practice, so they created a vestibule for a contact-free pet exchange. The owner places their pet inside the room and ensures they’re safely leashed. They then leave, and the vet tech comes and grabs the pet. The leashes are sanitized. And although Dr. Demey says they do miss the face-to-face client interaction, the way the room is set up allows for literal transparency so the pet owner can watch the treatment.

This experimentation also means allowing your employees to wear new hats and to try out new roles. For Dr. Loepp, this has been a pleasant surprise, as he’s seen some of his employees meet this crisis while hitting the ground running. In fact, just before the COVID-19 crisis hit its stride, their practice already experienced 40 computers going black. He had to free people to do what they’re best at and found that this strategy worked incredibly well. As he put it, “Give people the spotlight and you realize some people are just wired this way. I’ve seen some employees grow in real-time. When the pressure is on, you see the performers.”

Dr. Loepp also pointed out that, at times like this, you have to think outside the box. He’s made it a point to get ideas on efficient practices from local businesses, even those outside the veterinary industry—whether it’s a restaurant or a doctor’s office. Dr. Drake agreed, saying that she reads the Wall Street Journal every day in order to get ideas that aren’t just from the veterinary field, especially when it comes to staying abreast of technological advancements.

Lean On Each Other

Dr. Drake made sure to point out that it can be lonely at the top, so veterinary practice owners need outlets, too. She said that practice owners should also do Zoom calls or whatever method of communication they prefer with other practice owners, as spitballing with them and even just venting can make all the difference.

The Takeaway

In the end, a strong cultural foundation, a well-chosen and well-treated staff, open lines of communication, and an ability to think outside the box are what has kept these three practices not only afloat during this crisis but doing well to the point of even bringing on new staff members. As Dr. Drake said as the webinar was closing, “We’ll get through this and be stronger on the other side.”

GeniusVets hosts regular webinars on how to succeed in this field, particularly during these challenging times, so make sure to follow us on Facebook to be in the know.