In this episode of The Vet’Ed Podcast — Mindset Edition, Steven Hermann explores why client experience might just be more important than medicine itself — and how shifting your focus can transform your practice.

Steven breaks down the three key elements of a standout client experience:

• First impressions: From the parking lot to the front desk, what clients see, smell, and feel sets the tone — long before medicine even comes into play.
• Communication over medicine: Great medicine doesn’t matter if clients don’t understand it. Simplifying your language, meeting them where they are, and staying empathetic are essential for building trust and ensuring compliance.
• The goodbye matters just as much as the hello: How clients feel when they walk out the door — and whether you follow up — determines if they return. Steven shares how to create “wow moments” that leave a lasting, positive impression.

Drawing from his background in the grocery industry, Steven connects the dots between running a successful veterinary practice and delivering an unforgettable client experience — one that keeps clients loyal, even when the competition is fierce.

Tune in to learn how small shifts in mindset and approach can make a massive difference in your client relationships — and your practice’s success.

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