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.For more insights and strategies to elevate your veterinary practice, check out: 🔗 propartnersteam.com

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