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As I visit practices and talk with veterinarians, practice managers, and team leaders, I hear many colleagues speak of our shared commitment to practicing the best possible medicine and to working hard to help each other in that process. If we aren’t working well together as a health care team, how can we hope to achieve unparalleled positive clinical results?

Of all the challenges in veterinary practice, broaching the subject of payment for services is the one that is likely to create angst even among even the most seasoned practitioners. We are caught between the world of healing and the world of business. Many veterinarians share that their entering the profession had little to do with an interest in the business aspect of practice and much to do with the love of animals and medicine, yet conversations about money are integral to patient care, client satisfaction, and practice success.

When Kate interviewed, she was impressed with Westview Animal Hospital. The team appeared competent and seemed to work in close synchrony—a plus to an eager new grad. After 3 weeks on the job, Kate has a different perspective. The team that appeared from the outside to function like a well-oiled machine has left her feeling just that: outside. When she tries to help out a colleague, she never seems to get it right. Her attempts to take initiative and bring some new ideas into the practice have resulted in nothing but eye rolling and head shaking.

Sustaining a successful veterinary practice depends on the team’s ability to work together to deliver relationship-centered care and service that result in client loyalty. Satisfied clients are great, but loyal clients—those who happily return to you and recommend you to their friends—are the real secret to success.