Succeeding in business is not an easy proposition, especially in challenging economic times. But there are some people and organizations that just ‘get it’ and understand the formula for successfully building a business. Countryside Veterinary Hospital, AAHA’s Accredited Practice of the Year, is a perfect example. Their story “Catch Us If You Can” begins on page 48 is a great read because they can teach us a lot about our profession, or at the very least, provide us with a mental checklist of what we are doing correctly and how we might improve our own performances.

They recognize the value of relationships and always put the client and the patient first. The result is their customers believe they will do what is right for them and their pets.

Do we always put our customers first? Do their needs take precedent over our needs?

They work hard to educate themselves, so they can be true experts in key areas of veterinary medicine. That provides them with the ability to quickly and effectively answer their customer’s questions and address their concerns.

Do we go that extra mile to continually educate ourselves about the industry and the products we sell so we can help our customers? Are we their eyes and ears that bring new ideas that will add value to their businesses?

They embrace technology and are not afraid of trying new things or making investments they believe will provide better care for their patients.

Do we embrace new technology and seek to add it to our business mix? Are we willing to step up and make the personal and professional investments in tools that will enable us to better serve our customers?

They invest in the customer experience. From the look and feel of the hospital to the advanced technology to diagnose and treat, they seemingly pay attention to even the smallest details.

Do we provide a customer experience that is unforgettable? Do they feel they are getting a level of personal service that is above and beyond the call of duty? Do they feel like you pay attention to the details so they don’t have to?

Countryside’s formula for success, while simple, requires discipline and persistence. The end result is they have earned the trust of their clients. Can you make that same claim?