It is vital that any practice is run along sound business principles if it is to be profitable and successful. As a service business, a veterinary practice relies on customers choosing and recommending it in sufficient numbers, and whilst in a crowded market pet owners can choose their practice primarily because of convenience, the customer experience provided by everyone in the team is of huge significance. If your team don’t provide a warm, caring and empathic service, then your clients’ trust that the practice will deliver the superior care they want for themselves and their beloved pets will be eroded. Without trust there will soon be no clients, and without customers there is ultimately no business. This session will explore how practices can get the fundamental business principles of people and process right, founded in a clear and consistent focus on providing a uniquely excellent customer experience.