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The VetPractice Playbook
The VetPractice Playbook episodes
- EP17 - How to Improve Veterinary Client Experience
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In this episode, we break down the real drivers behind client satisfaction in today’s veterinary landscape. From long wait times to uncomfortable cost conversations, small friction points can have a bigger impact on client loyalty than you might expect.
We dive into how modern pet owners—especially the next generation—are redefining expectations around convenience, communication, and overall experience. You’ll also learn how to approach treatment plans in a way that builds trust instead of tension, and why relationship-building in the exam room still matters more than ever.
If you’re looking to improve client retention, strengthen trust, and create a better overall experience in your practice, this episode will challenge assumptions and give you practical ways to rethink what your clients truly value.
Free Resources On Our Website: https://vetpracticepro.com/
Join Our Free Circle Community: https://tinyurl.com/2rh95fv5
Instagram: https://www.instagram.com/vetpracticepro/
TikTok: https://www.tiktok.com/@vetpracticepro
YouTube: https://www.youtube.com/@VetPracticePro
Timestamps
00:00 Intro
00:25 Do Clients Really Value What We Think They Value?
03:45 The Cost of Making Clients Wait
06:46 Handling Cost with Treatment Plans
10:17 Convenience and The Next Generation of Owners
12:29 Relationship Building in the Exam Room
13:56 Figuring Out What Your Clients Value
16:48 Outro18 min - EP16 - The Hidden Costs of Veterinary Inventory (And How to Fix Them)
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In this episode, the crew breaks down the fundamentals of inventory management in veterinary practices and why it plays a critical role in the financial health and efficiency of your clinic. From understanding inventory turnover to reducing carrying costs, we explore practical strategies that veterinarians, practice managers, and practice owners can use to make smarter purchasing and stocking decisions!
Free Resources On Our Website: https://vetpracticepro.com/
Join Our Free Circle Community: https://tinyurl.com/2rh95fv5
Instagram: https://www.instagram.com/vetpracticepro/
TikTok: https://www.tiktok.com/@vetpracticepro
YouTube: https://www.youtube.com/@VetPracticePro
Timestamps
00:00 Intro
06:25 Inventory Management Basics
09:30 Determining the Turnover Time Period
13:55 Minimizing Carrying Costs
15:53 Having More Options
17:47 Figuring Out ABC Products
20:02 Overview
21:33 Outro22 min - EP15 - The AI Takeover in Veterinary Medicine (What You Need to Know)
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Artificial intelligence is rapidly transforming veterinary medicine, from diagnostics and workflow automation to content creation and marketing. But with innovation comes risk, cost, and big questions about control.
In this episode, Richie and Jon break down what AI really means for veterinary professionals and practice owners. They explore the biggest AI trends in vet med, the consequences of ignoring this technology, and the specific areas where clinics are already adopting AI tools.
Free Resources On Our Website: https://vetpracticepro.com/
Join Our Free Circle Community: https://tinyurl.com/2rh95fv5
Instagram: https://www.instagram.com/vetpracticepro/
TikTok: https://www.tiktok.com/@vetpracticepro
YouTube: https://www.youtube.com/@VetPracticePro
Timestamps
00:00 Intro
01:45 AI Trends in Vet Med
04:45 Consequences of Not Embracing AI
08:15 What Areas in Vet Med Are Adopting AI
12:55 Cautions of Using AI
17:05 Ways to Keep Control over AI
20:50 AI Content Creation for Vet Clinics
24:30 Financial Costs of AI Tools
31:26 Outro32 min - EP14 - The Social Media Mistake Most Vet Clinics Are Making
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In this episode, Harrison sits down at WVC 2026 to dive into one of the biggest misconceptions in veterinary marketing: just posting on social media isn’t the same as having a strategy. If you’re a veterinary practice owner, manager, or marketing lead trying to get better results from your content, this one is a must-listen.
Free Resources On Our Website: https://vetpracticepro.com/
Join Our Free Circle Community: https://tinyurl.com/2rh95fv5
Instagram: https://www.instagram.com/vetpracticepro/
TikTok: https://www.tiktok.com/@vetpracticepro
YouTube: https://www.youtube.com/@VetPracticePro
Timestamps
00:00 Intro
01:31 VetPracticePro Content Update
04:40 Social Media Marketing
06:33 Consistency vs. Strategy
07:25 Just Posting Isn’t Marketing
08:47 The Value of Educational Posts
10:08 Goal Checklist For Clinic Owners
11:50 Overview
13:30 Outro14 min - EP13 - Why Great Veterinarians Still Struggle as Leaders (And How to Fix It)
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Being an exceptional veterinarian doesn’t automatically make you an effective leader... and that gap is quietly destabilizing practices everywhere.
In this episode of The VetPractice Playbook, the crew unpacks a hard truth in veterinary medicine: clinical excellence without leadership skill creates fragile clinics. From the identity shift that happens when a DVM becomes a medical director (or an RVT steps into leadership), to the hidden skills no one formally teaches (feedback, delegation, emotional regulation, financial literacy, and consistency) this conversation gets honest about where strong medicine falls short.
Free Resources On Our Website: https://vetpracticepro.com/
Join Our Free Circle Community: https://tinyurl.com/2rh95fv5
Instagram: https://www.instagram.com/vetpracticepro/
TikTok: https://www.tiktok.com/@vetpracticepro
YouTube: https://www.youtube.com/@VetPracticePro
Timestamps
00:00 Intro
02:27 Being a Good Clinician vs. Leader
06:18 Assessing Employees After a Promotion
07:17 How Clinicians Lead in the Critical Care World
11:49 What Leadership Skills Are Missing in Clinicians
17:16 When Ambiguity Hurts Practices
19:15 Working with A Skilled Worker But Bad Leader
25:40 Not Everyone Wants to Lead
28:32 Leadership Skill Learned the Hard Way
31:46 Factors That Provide Stability
37:35 Outro38 min - EP12 - How Veterinary Teams Can Communicate Value Without Defensiveness
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In this episode of The VetPractice Playbook, the crew breaks down the psychology of price versus value and explain why cost objections are really requests for clarity, trust, and guidance. You’ll learn a practical, value-first framework for handling price pushback in the exam room, plus real-world scripts your team can use immediately to reframe the conversation, align care with client goals, and maintain confidence without discounting medicine.
Free Resources On Our Website: https://vetpracticepro.com/
Join Our Free Circle Community: https://tinyurl.com/2rh95fv5
Instagram: https://www.instagram.com/vetpracticepro/
TikTok: https://www.tiktok.com/@vetpracticepro
YouTube: https://www.youtube.com/@VetPracticePro
Timestamps
00:00 Intro
02:56 An Interesting Way To Think About Expense
05:48 Being Everything to Everybody
07:17 The Psychology of Value vs. Price
08:20 Human-Health Care Models in Vet Med
12:36 Subpar Care At Low Cost
14:00 How to Respond to Clients
17:54 The Four Step Process
24:56 Go-To Responses
31:24 Not Assuming Client’s Ability to Spend
33:46 Outro35 min - EP11 - How Overcontrol Is Limiting Your Veterinary Practice
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In this episode of The VetPractice Playbook, the crew breaks down why overcontrol is one of the most common, and costly, leadership traps in veterinary medicine. What made you successful early on as a leader may now be the very thing limiting your growth, your team’s development, and your clinic’s long-term impact.
Free Resources On Our Website: https://vetpracticepro.com/
Join Our Free Circle Community: https://tinyurl.com/2rh95fv5
Instagram: https://www.instagram.com/vetpracticepro/
TikTok: https://www.tiktok.com/@vetpracticepro
YouTube: https://www.youtube.com/@VetPracticePro
Timestamps
00:00 Intro
04:29 The Cost of Not Delegating
06:20 Examples When Leaders Don’t Let Go
08:03 Becoming the CEO of an Organization
10:01 Setting Guardrails
13:10 Handling Mistakes
16:37 Misconceptions About Delegating
25:35 Consequences of Not Delegating
30:10 Letting Go of the Financial Side
33:27 Roundtable Replay
39:45 Overview
40:46 Outro42 min - EP10 - Why Low EBITDA Hurts Your Clinic (and How to Fix It)
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In this episode of The VetPractice Playbook, the crew dives into EBITDA; what it is, why it's important for every clinic, how to hire employees with EBITDA in mind, simple ways to save LOTS of money, and so much more.
Free Resources On Our Website: https://vetpracticepro.com/
Join Our Free Circle Community: https://tinyurl.com/2rh95fv5
Instagram: https://www.instagram.com/vetpracticepro/
TikTok: https://www.tiktok.com/@vetpracticepro
YouTube: https://www.youtube.com/@VetPracticePro
Timestamps
00:00 Intro
01:10 What is EBITDA?
05:02 What Happens If The EBITDA Is Low?
08:33 The Circular Argument
10:14 EBITDA Isn’t Easy To Fix
12:09 Importance of Communication
12:53 Poor EBITDA Examples
17:53 Hiring Employees with EBITDA In Mind
21:10 Efficiency Leads to Productivity
23:48 Simple Ways to Save Big
25:40 Playbook Replay
31:28 Closing Points
31:58 Outro33 min - EP9 - What “Leading Up” Really Means in Veterinary Medicine
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In this episode of The VetPractice Playbook, the crew breaks down one of the most important skillsets a veterinary professional can learn: leading up. Do you often think to yourself, "I know the issue in my clinic but my leadership team won't fix it."? This episode is for you!
Free Resources On Our Website: https://vetpracticepro.com/
Join Our Free Circle Community: https://tinyurl.com/2rh95fv5
Instagram: https://www.instagram.com/vetpracticepro/
TikTok: https://www.tiktok.com/@vetpracticepro
YouTube: https://www.youtube.com/@VetPracticePro
Timestamps
00:00 Intro
03:06 The Circle Community
04:11 VPB Skillsets
12:33 What Does Leading Up Mean?
14:49 Leading by Example
18:56 Failing to Lead Up
20:24 Richie's Story
21:13 Why Don't Some People Lead Up?
27:29 Controlling the Controllables
33:38 A Framework to Leading Up
43:40 Roundtable Replay
49:26 Outro50 min - EP8 - How to Set SMART Goals That Actually Work in Vet Clinics
Send us a question to be featured on the podcast!
In this episode of The VetPractice Playbook, the crew breaks down how to turn clinic weaknesses into SMART goals that actually work, what SMART goals really look like in a clinic setting, how to break goals into quarterly milestones, and so much more!
If you’re a practice owner, manager, or veterinary leader trying to reduce chaos and create real progress, this episode is for you.
Free Resources On Our Website: https://vetpracticepro.com/
Join Our Free Circle Community: https://tinyurl.com/2rh95fv5
Instagram: https://www.instagram.com/vetpracticepro/
TikTok: https://www.tiktok.com/@vetpracticepro
YouTube: https://www.youtube.com/@VetPracticePro
Timestamps
00:00 – Intro
03:20 – The Circle Community
06:21 – Turning your weaknesses into goals
07:43 – What do SMART goals look like in a vet clinic
11:03 – Jon’s Business Tactic
14:42 – Setting up goals for VRT
15:34 – Becoming creative in your goal-making
17:15 – Fearing failure
18:48 – What SMART goals don’t look like
19:36 – Who owns the goal
24:05 – Roundtable Replay
26:58 – Doing SMART goals alone
29:17 – Tying goals to your core values
29:56 – Delegation and scaling
33:49 – Recap
37:43 – Calls to Action
39:11 – Outro40 min
About The VetPractice Playbook
From the publisher's feed
The VetPractice Playbook is your weekly game plan for building, leading, and scaling a successful veterinary practice. Designed specifically for practice owners, managers, and aspiring leaders,…
this podcast from VetPracticePro dives into the real-world challenges of ownership—from team leadership and operations to growth, profitability, and long-term sustainability—so you can run a more efficient, profitable, and purpose-driven clinic.
Join host Dr. Emily King alongside Jon and Cayla Bittles and Richie King every Wednesday at 9:00 AM EST as they break down the realities of practice ownership, share practical, actionable strategies, and equip you with the tools to lead your team effectively, enhance the client experience, protect your time and wellbeing, and build a practice—and a career—you’re proud to own.