In this episode, I had the pleasure of chatting with Dr. Cody Creelman, the visionary founder of Fen Vet and a veterinarian who manages multiple practices. We dove deep into his innovative approach to veterinary care, discussing everything from the importance of exceptional customer experiences to fostering an innovative practice culture and thinking from first principles in both business and veterinary medicine. This episode is packed with actionable advice and detailed insights that are sure to inspire veterinary professionals and practice owners alike.

Dr. Creelman shared his ambitious vision for creating a seven-star customer experience at Fen Vet, inspired by a TED talk on paradigm shifts in business. He believes that disruption is inevitable in every industry and aims to proactively implement a paradigm shift in veterinary medicine to ensure the longevity of his career. We talked about how he meticulously pays attention to every touchpoint in the customer journey, from a user-friendly and visually appealing website to a welcoming clinic ambiance with curated scents and high-end design. Dr. Creelman also discussed the importance of educating clients about available options, which not only enhances the customer experience but also opens up new revenue streams for the practice.

Creating an amazing practice culture is another cornerstone of Dr. Creelman's strategy. He emphasized the importance of authenticity and transparency in marketing, which has been instrumental in attracting top talent and building a positive reputation for his clinics. We also explored his comprehensive marketing strategy, which includes content creation, social media management, and local event activation. Dr. Creelman shared his experiences with high-production video content on YouTube, highlighting the challenges and the importance of personal connection in video content. Lastly, we discussed his approach to innovation, including proactive adaptation to industry shifts, strategic expansion, and the vision of building a centralized concept with a 24-hour hospital. Dr. Creelman's insights provide valuable lessons for anyone looking to enhance their practice’s customer journey, build a positive culture, or expand strategically.