Episode # 64

Driving Practice Growth Through Strategic Planning and Goal Setting in 2025

In this insightful episode from the Veterinary Business Podcast, a panel of veterinary leaders discuss strategies for driving sustainable practice growth in 2025. Moderated by Michael Walker, the discussion features industry experts Debbie Boone, Dr. Natalie Marks, and Dr. Christie Cornelius. Together, they delve into critical topics like goal setting, client retention, and leveraging AI to streamline operations. Additionally, the panel offers actionable advice on enhancing team morale, fostering accountability, and creating fear-free environments for both pets and pet parents.

Key Takeaways:

Client Retention Through Trust: Building trust through proactive communication, personalized care, and fear-free environments strengthens client relationships and loyalty.

Leveraging AI for Efficiency: Implementing AI tools for diagnostics, scheduling, and client communication can free up time for personalized client interactions.

Empowering Teams: Cultivating accountability, recognizing achievements, and tailoring work environments to individual needs drive team satisfaction and retention.

Holistic Leadership: Emphasizing both emotional and physical health of pets, clients, and staff leads to higher standards of care and workplace morale.

Proactive Education: Equipping pet parents with clear, accessible resources empowers them to make informed decisions and improves compliance.

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Timestamp

00:00 – Welcome and Introductions.
01:42 – Effective Communication Strategies: Debbie Boone shares tips on hospitality-based training for trust-building.
08:45 – Integrating AI in Veterinary Practices: Dr. Christie Cornelius explores how AI can streamline operations and improve patient care.
13:22 – Fear-Free Practices: Dr. Natalie Marks discusses strategies for reducing stress and anxiety in pets and teams.
20:58 – Team Empowerment and Accountability: Debbie Boone provides insights into fostering ownership and long-term team success.
27:48 – Resilience and Well-Being: Dr. Marks talks about building a supportive workplace culture.
35:16 – Leadership in Specialized Fields: Dr. Cornelius shares her approach to leading in palliative care.
39:10 – Personalized Client Communication: Tips for retaining clients through attentive and customized service.
54:37 – Closing Remarks.

Debbie Boone, BS, CVPM

Veterinary Practice Management Consultant
Founder, Debbie Boone Consulting Services

For over 23 years, Debbie Boone has managed AAHA-accredited veterinary practices, fostering empowered, client-centered teams dedicated to patient advocacy and preventive care. Through hospitality-based training, she equipped her teams to confidently educate pet owners on medical protocols, building trust and achieving high compliance rates for preventive care. This approach resulted in minimal client complaints and notable staff retention.

Debbie’s success in practice management led her to her current role as a sought-after trainer, writer, consultant, and speaker. She specializes in transforming veterinary practices through team empowerment, business management principles, and enhancing communication skills. With 11 years of small-group training experience for Patterson Veterinary Supply, Debbie remains attuned to the challenges faced by veterinary professionals and regularly speaks at major conferences, including AVMA, AAHA, WVC, and OVMA.

As a Certified Veterinary Practice Manager (CVPM), Debbie holds the industry’s highest credential in practice management, symbolizing her commitment to excellence in veterinary practice. She also holds certifications in Customer Service and Fear FreeSM practices, with roles on the Fear Free Advisory Board, Stokes and Epicur Pharmaceutical Advisory Council, and as a Key Opinion Leader for Weave. Debbie actively shares her expertise through publications, webinars, and conference presentations, supporting veterinary professionals in enhancing client relations, customer service, human resources, and branding.

Her dedication to giving back includes serving as Chair of the Practice Management Special Interest Group and holding leadership roles with VetPartners, an association for veterinary consultants and advisors. Debbie is now available for remote and in-person engagements, bringing her expertise in communication, team building, and customer service to veterinary practices seeking improvement.

Specialties:

Communication Skills
Veterinary Practice Management Consulting
Customer Relations & Service Training
Hiring & Human Resources
Practice Branding
Public Speaking

Natalie Marks, DVM, CVJ, CFCP, Elite FFCP-V

President, Marks DVM Consulting

Dr. Natalie Marks is a celebrated veterinarian with over 20 years of experience, widely recognized for her unwavering commitment to animal welfare and exceptional patient care. A University of Illinois alumna, she graduated with high honors in Animal Science, later earning her Master’s and Doctorate in Veterinary Medicine from the same institution. In 2018, Dr. Marks added a Certified Veterinary Journalist designation to her impressive list of qualifications, reflecting her dedication to public education in veterinary health.

Professional Journey

Since 2006, Dr. Marks has been a cornerstone of Blum Animal Hospital, where she served as co-owner until 2018. Her influence extends to leadership roles within the veterinary community, including as a member of the executive board of the Chicago Veterinary Medical Association and a past board member of the Illinois State Veterinary Medical Association. She has also contributed her expertise to the American Veterinary Medical Association and the American Animal Hospital Association.

Throughout her career, Dr. Marks has been the recipient of numerous prestigious awards, including:

Dr. Erwin Small First Decade Award – recognizing her impactful contributions to veterinary medicine in her early career.
Petplan Veterinarian of the Year (2012).
America’s Favorite Veterinarian (2015) – awarded by the American Veterinary Medical Foundation.
Nobivac Veterinarian of the Year (2017) – for her significant work on canine influenza.

Media Contributions and Fear Free Advocacy

Dr. Marks has a notable media presence, having been featured on Good Day Chicago, WGN-Pet Central, NBC Morning News, ABC, CBS, NPR, and national broadcasts like the Today Show and CBS Nightly News. Her writing regularly appears in Today’s Veterinary Business, Healthy Pet Magazine, and Pet Vet. As a Fear Free advocate, she has advanced initiatives to minimize animal stress, making her practice the 7th in the U.S. and the first in Illinois to earn Fear Free Certified Hospital status, and she is an Elite Fear Free Certified Professional.

Consulting and Innovation

In 2019, Dr. Marks launched MarksDVMConsulting, offering consulting services in veterinary education and media. Her firm collaborates with veterinarians, pet owners, and animal organizations to provide tailored training, coaching, and media solutions that promote animal welfare and improve patient outcomes. Additionally, as an angel investor and advisory board member for organizations like VANE, KeraVet Bio, PetPath, and Bar K, Dr. Marks guides emerging entrepreneurs in the veterinary field, fostering innovation and development.

Dr. Natalie Marks continues to shape veterinary medicine with her expertise, compassionate care, and dedication to the betterment of animal health and welfare.

Christie Cornelius, DVM, MBA

Founder & CEO, VetSpark Business Consulting

Dr. Christie Cornelius, a seasoned veterinarian with a robust entrepreneurial spirit, brings a unique combination of clinical expertise, business acumen, and innovative thinking to the veterinary industry. Her journey began with a dedication to delivering high-quality care to pets and their families, eventually leading her to specialize in palliative care and in-home pet euthanasia—a practice that has been warmly embraced by the communities she serves.

Dr. Cornelius holds an Executive MBA from Rice University, where she honed her strategic leadership and business management skills, equipping her to adeptly navigate the complexities of the veterinary business landscape and drive meaningful change in the industry. Her commitment to innovation is reflected in her exploration of Generative AI and its transformative potential in veterinary practice, with a focus on improving operational efficiency, enhancing patient care, and creating seamless experiences for both clients and veterinary professionals.

Throughout her career, Dr. Cornelius has consistently bridged the gap between cutting-edge technology and practical application in veterinary care. As an entrepreneur, she has founded and managed successful businesses that prioritize client-centric services and uphold the highest standards of veterinary excellence. Currently, she is exploring opportunities to leverage her skills and vision in a CEO role within the veterinary industry, with a goal to lead with empathy, inspire innovation, and drive growth while maintaining a steadfast commitment to animal welfare.

Key Areas of Expertise:

Veterinary Medicine and Palliative Care
Business Strategy and Executive Leadership
Entrepreneurship and Business Model Innovation
Generative AI and Technological Integration
Client-Centric Service Development
Operational Management and Efficiency
Strategic Marketing
Thought Leadership and Industry Advocacy
Creating Value for All Stakeholders
Diversity, Equity, and Inclusion (DEI) in Business

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