Our Leaders Take Ownership

To Friends, Employees and Associates,

If you have not read the blog dated October 22, 2009, you need to do so and reflect on what this note says about this Company that I have the honor to lead.  The sense of family, the sense of being able to take control and make decisions at the practice level is the basis of the Pet Partners operating model and the individuality of our affiliate practices was never more evident than it was in the note posted from Smoky Hill Veterinary Clinic in Aurora, CO.  The leadership of that practice had the right, the ability and the power to make a decision on an issue without concern.  They knew they were in control and not being overseen by some corporate structure of binding rules.  They were able to apply their passion for pets and people with an understanding of the disciplines of business.  I am so proud of this team!  And there are more stories from other practices that continue to reflect the autonomy of our practices while knowing they have the support of a very professional group at all levels.

The learning process that a practice undergoes in regard to business once they partner with us is fun to watch.  Each of our practices are at different stages of business development but it is safe to say that all of our practices realize that the practice of veterinary medicine is a lot more fun when it is supported by great business principles.  In a call with one of our top Medical Directors with a lifetime passion for the practice of medicine I was told that he has learned more about business in the almost three years we have been together than he did in his previous 30 years in the profession.  He stated that in the first year he did not approve of some of the things we thought would better his practice of medicine and make his practice more efficient and therefore a better place for his clients.  He said that as he now reflects back he now realizes that those changes were necessary and that he is practicing the best medicine of his career and enjoying it more than ever.  In passing he also said that if he knew what he knows now about veterinary business he would have a lot more money to show for it.  We both agreed and laughed.  I too wish I had known earlier in my career about the power of solid business principles.  As my high school football coach said to me and teammates many times, “If youth knew and age could”.  I am still trying to figure out whether this process is called maturing, gaining wisdom or just plain getting older!

Our Regional Managers are in the budgeting process between now and the end of the year,  With the support of Lance Sprinkle in our Operations Support Center, we have now put the budgeting process for each practice in the hands of the Practice Manager, the Medical Director and the Regional Manager for that practice.  By doing this we allow each practice to decide how they believe they will do for the next year.  Lance has created a very special template that allows freedom of design that stimulates a lot of thinking at the practice level.  By taking this approach the practice is allowed to set its own goals and the incentives and bonuses for each practice are based around this. We all call this “taking ownership” and I can tell you when the goals are set from within, the business runs a lot smoother.  This is our second year doing this and it is proving to make a huge difference in how each practice views their own business.  And it makes a big difference in how they pay attention to their business.

It is hard to believe that we are heading into November.  There is so much happening at Pet Partners in the coming weeks.  The development of the Training Program for the front desk centered around great customer/client service is due for approval December 1 and will be reviewed for approval at our Operations Meeting November 11.  This will start its implementation for our Regional Managers in January.  Our Board of Directors has its final meeting of the year on November 12.  Thanksgiving is not far away and then the Christmas Holidays will follow Hanukkah.  We then have a New Year with the NAVC to follow by one week our own Annual Meeting to be held in Baltimore January 6-8.  I will speak more about this special meeting later but for now thanks for stopping by and have a great Thanksgiving.

Regards,

Ted A Sprinkle, Jr. DVM
Chief Executive Officer