Delivering the Experience – To Your Team Too!

Jul 31, 2025

By Carol Hurst, LVT, CVPM, CVJ, CCFP

I just got done reading Unreasonable Hospitality by Will Guidara.

“The guests weren’t the only ones to benefit either—when one of our own came to dine, we pulled out all the stops.”
– Will Guidara, Unreasonable Hospitality

That quote stopped me in my tracks.

Will tells the story of how his restaurant team went out of their way to give fellow staff members the full guest experience. In some old-school fine dining restaurants, staff weren’t even allowed to dine there. But Guidara knew that in order for his team to deliver unforgettable service, they had to feel it for themselves. They needed to know, firsthand, what it felt like to be treated with intentionality and delight.

And here’s where the lightbulb went off for me: in veterinary medicine, we don’t often extend that same experience to our own teams. Especially when it comes to their pets.

The Typical Experience—And the Missed Opportunity

You know the drill. A team member’s pet is squeezed into the day like a last-minute errand. They wait in a kennel until there’s a lull. The exam happens on the treatment floor, between consults, and care discussions are peppered with interruptions from other cases. It’s not a lack of compassion…our doctors are doing the best they can, often performing little miracles in a packed schedule.

But here’s the disconnect: if our team has never experienced our gold standard of care firsthand—never sat in the exam room as a client, never felt the impact of being truly seen—how can we expect them to deliver that same experience to others?

A Moment That Changed My Perspective

Since leaving private practice, I hadn’t really had that kind of relationship with a vet—where I felt like a valued client. I’ve had my share of floor exams, hallway chats, and quick updates. It all felt fine… until I experienced something completely different.

I recently brought my pet, Trippy, to one of our Encore practices, The Pet Hospital of Granbury. I had told the team I was flexible and didn’t want to be a burden. “Please don’t prioritize him,” I said. “Just work him in whenever.”

And yet… they gave me the full experience. I was checked into an exam room. A kind, knowledgeable technician welcomed me and built rapport just like she would with any client. I actually apologized for being in a room, worried I was getting special treatment. But she assured me they were glad to see us.

Then Dr. McCall walked in, completely unhurried, warm, fully present. I immediately understood why clients love him. Halfway through the appointment, I relaxed and started asking about treatment options I’d been curious about. It felt natural, respectful, and most of all, intentional.

This was a highly efficient team. I wasn’t prioritized instead of someone else. I was simply given the opportunity to see and feel their best work, the way a client would.

And I left that day not just feeling cared for—but proud to be associated with that team.

So How Do We Make This Work?

Let me be clear: I get the challenges. Exam room space is limited. Appointment slots are valuable. Doctors are stretched thin. Some practices are booked out weeks in advance.

But I believe there’s a middle ground.

Be opportunistic – If there’s a no-show or cancellation, consider elevating a staff pet visit to an exam room experience.
Schedule smartly – Build in limited, intentional time blocks each month for team pet wellness visits.
Create parameters – Have a simple policy around staff appointments to ensure fairness and reduce friction.

This is about intentional experience. When team members feel what it’s like to be truly seen and cared for, they carry that into every client interaction. They speak more authentically about your services. They model compassion because they’ve received it.

And just like in hospitality, that internal investment shows up in every corner of the client experience.