Unleashing our Emotional Center

When I joined Banfield Pet Hospital I made it a priority to meet and listen to as many of our associates as possible. In my first six months alone, I visited 140 hospitals. And while I continue to spend time in our hospitals whenever I can, I also make it a priority to use social media to share, listen and engage with thousands of our associates daily on Instagram, Twitter and LinkedIn.

As I look back on these past three years of learning and listening, there’s a consistent theme that unifies and motivates not only myself, but our entire workforce. We’re all at Banfield to make a better world for pets. It’s not only our business, it’s our purpose. And when I think about more traditional business norms guiding leaders to separate emotion from business, that’s counter to what we do at Banfield. In fact, it’s our ability to harness and tap into our emotions that drives us to make the most meaningful impact on the lives of pets and people.

We never take for granted that being entrusted with the care of a beloved pet is to be invited into the emotional center of a person’s life. It is a privilege and a responsibility that every Banfield associate takes to heart. To care for a person’s pet is to also care for that person – and to care for so many people around the country gives us a unique opportunity to extend that care into our communities. Pets, people and society – we are all connected.

As the largest veterinary practice in the U.S., we are responsible for the care of over 3 million pets a year. And while that number is incredibly important, for me, it’s the 18,000+ Banfield associates that inspire and connect with my own personal emotional center each day. My why – what fuels my passion – is being able to empower and support our teams who are on the front lines of revolutionizing care within the veterinary industry.

I’m proud of the work we’re doing to start this movement. Together, we are creating a more dynamic, fluid and inclusive culture that empowers and enables our associates to be their best and provide exceptional care. To do so, we have launched a range of programs including the Banfield Veterinary Student Debt Relief Program and provided our support to the Veterinary Nurse Initiative. Efforts like these are aimed at driving positive transformation not only for Banfield, but everyone in our industry, ensuring veterinary professionals are better supported and have more opportunities for growth.

But this is only the beginning because the world we want tomorrow starts with how we do business today. Most critically, we know that today there are 60 million dogs and cats in the U.S. that do not receive routine care or visit a veterinarian. Beyond access, we also know that looking ahead to tomorrow there are new marketplace realities that will impact our industry – changing demographics, evolving technologies and demand for more personalized experiences.

As the demographics we serve evolve, we must evolve with them. And this will require us to deliver care differently through introducing new innovations and options, making it more convenient for pets to receive the preventive care they require. With this shift, we will create new client experiences to focus our attention on the whole pet and their lifestyle, allowing advancements in pet health to bridge advancements in human health.

For us, we see each of these challenges as an opportunity to lead. Personally, I am confident that the best, most transformative solutions will stem from the talented associates within our 1,000+ hospitals. This will only happen if we remain committed to listening and creating an inclusive culture, ensuring the emotional center of our business is unwaveringly focused on our people.