The last few years have required a significant amount of quick thinking and constant change for our teams and businesses to survive. Often, a necessary decision to support a need in one part of the business can be detrimental to another aspect of the organization. Therefore, we must be strategic with our decision-making, even when we cannot control everything. In this session, we will contrast our reality with our ideal regarding how we want pet owners to feel about us, engage with us, and perceive our value. We will explore how our decision-making is directly reflected in client perception and behavior so that we can make better choices and get back on track with the reality we want!

Session Objectives

1. Consider the ideal client and team perception of value and perception of the practice generally.
2. Evaluate how you have framed your reality to your clients and whether the narrative is helpful or hurtful in achieving your ideal.
3. Make short-term strategic decisions that either positively impact your longer-term goals or can be managed in the short term so as not to influence future outcomes negatively.