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Sow's Ear to Silk Purse Episode 3: Week 19 where are we at?

Posted in Sows Ear to Silk Purse Challenge @ Sep 19th 2018 - By Dr Diederik Gelderman, Turbo Charge Your Practice
From Sows Ear To Silk Purse Week 19 Where Are We At

Welcome to the 3rd episode in our series: Turning a veterinary practice from a sow's ear into a silk purse.

It's the veterinary version of 'The Block' and "Grand Designs' mixed together!

It's been a while since we checked in to see what's been happening at Highlands Veterinary Hospital so I contacted Dr Diederik Gelderman and asked him to fill us in on where things are at 19 weeks on from taking over ownership......

Our Achievements:

Total turnover from 14 May to 31 August is up 36.98%

Wages are currently too low at 34% (includes wage to owner) - this needs to be increased to ensure we're delivering the customer service experience we want to deliver.

Third-day post visit courtesy calls are in place.

All clients are now contacted via phone with their pet's pathology results and then given or mailed a hand-annotated hard copy. This service has been blowing our client's minds.

Achieving our goal of one dental treatment per day

  • At the complimentary 1 week post-treatment follow up, 50% of people are purchasing something 

New clients are now up to 4 per week - about 20 a month

  • The average for most practices is 10-15 per vet per week and this result is particularly pleasing as we haven't as yet advertised the practice.

Have pulled down all Yellow Pages listings - both physical and online 

Our website is now up and running and includes an online booking service

We are very active on Facebook:

  • 5 posts per week: one of real substance, one of less substance and three light topic posts

Interior changes and branding:

Now have separate cat and dog exam rooms

Life stage boards coming this week

New in-house labs and digital dental arriving shortly

Community Involvement

We have started a local pet fanatics group which is growing like crazy - this is NOT overtly associated with the practice

We have developed relationships with senior dog/cat groups and horse rescue groups and are getting a lot of referrals from them

Questions? How did you...?

If you would you like to know more details as to how Diederik has achieved these goals so far, just ask in the Comments section below. Or alternatively, you can email me

You can also click here to read the previous posts in the series: The Sow's Ear to Silk Purse Challenge

About Diederik

Diederik Gelderman BVSc, MVS graduated from the University of Sydney with First Class Honours in 1977.

Besides his veterinary work, Dr Gelderman is also a certified NLP Master Practitioner and Trainer and world-renowned coach to veterinarians wanting to improve their profitability. He has coached and consulted with more than 350 small to medium enterprises in a diverse range of industries, and has also held workshops/seminars around the world, including in Australia, New Zealand, Hong Kong, USA, South Africa and around Europe, both for smaller organisations and through his Turbo Charge Your Practice Workshops.



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