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A: I found out that PetSmart was going to open a new store directly across the street from my office. At that time they weren't well known in my area but I'd heard that when one of these opens up near a veterinary practice, the result is usually a significant loss of business for that practice. I wasn't willing to just sit by and let this happen to me, particularly since the production in my practice had recently leveled off and was just beginning to decline slightly. Around this same time period I received a brochure and a phone call from Silkin. I discussed my situation with their representative, arranged to have a Free Practice Analysis done in my office and soon after that I decided to use their services. They were quite helpful and the analysis opened my eyes to what was going on in the practice and what could be done about it. I'd been practicing for many years and I had done a lot of things right. But I'd made mistakes too and I just wasn't on top of how I could ensure my production would remain at a level necessary to provide me and my family with future financial security.
Q: What did you intend to accomplish with management consulting?
A: I wanted a viable business and more time off. I was working too hard and not making enough. Also, I was thinking long-range. The practice sits on an expensive piece of property in the middle of town. If I could stably expand the production and increase the net, it would be a very large asset I could sell for my retirement. I knew it would take some work and some management expertise to accomplish all of this, especially with the arrival of PetSmart.
Q: Why did you choose Silkin over other consulting firms?
A: I had gone to a couple of seminars presented by a veterinarian consultant who is fairly well known. It seemed that his solutions to increase production primarily centered on raising fees. I didn't feel that was the right thing to do and I didn't feel that my fee structure was the problem. I knew of other veterinarians in my state who were doing very well financially, not working themselves to death and their fee structures were similar to mine. I always wondered what they knew that I didn't know.
From the beginning I liked my experience with Silkin. They're real personable in addition to having an impressive track record. Right from the start, I've had a very comfortable relationship with them. During my initial meeting with them I was shown that there is an exact management technology that can be learned and applied to create growth and stability in a business. It made a lot of sense. I checked with quite a few of their clients to find out how using this management program worked for them and I really liked what I heard. From everything I saw and heard, the Silkin program was precisely what I was looking for.
Q: How does the Silkin program work and how is it implemented into your office?
A: They use management courses, seminars and one-on-one consulting to teach you management principles. You know, the one thing we were not taught in school was management. I didn't know how to hire the right staff, how to train them, how to market the practice, what the most effective collections procedures are and on and on and on. My dad had this practice before me. When I took it over I didn't change anything. But times change, competition increases and it's important to be able to adjust so you can stay in business. Fortunately, Silkin has successfully taught me what I needed to know.
My consultant isolated what was working well in my practice and what wasn't working well. He drew up a tailor made, step-by-step program for me to follow to fix what needed to be fixed. We implemented a statistical management system which clearly showed us which aspects of the practice were improving and which weren't. With the information I learned and the help I got from my consultant, I was able to implement changes correctly. My consultant was always available when I needed him and when we did make changes, we made them gradually and with full back-up from my staff.
Q: What kind of results did you experience?
A: Well, the practice started growing again and within 3-4 months after I started the program, it really took off. I had the highest month I'd ever had. I was definitely happy and satisfied with that, but then it just kept going up. We dipped below that highest figure a couple of times over the next few months, then hit it again twice and have never been below it since. I've been working with Silkin for a couple of years and during that time our gross has nearly tripled. This is not a small practice, so these increases have been rather significant! My net income has gone way up and I'm having a lot more fun. I must mention the fact that Silkin has taught me exactly what to do during the months that are normally a slump for any veterinary practice. I don't have those seasonal ups and downs anymore and have been able to keep the production steady and stable. I got the exact results I wanted to get: a very viable practice, more net income and I'm working less. In fact, last year was my highest ever and I took 4 months off. All this has been done with a PetSmart right across the street. Needless to say, I'm extremely pleased.
Q: Has the Silkin program been useful for your staff?
A: Yes, very much so. When I started the program I had a small staff. We all got along well and they were happy to be getting more organized. They liked the systems Silkin was having us implement because it made their jobs easier too. As we started to grow I was able to increase the number of staff and Silkin showed me how to hire the "right" people for this practice. This minimized our potential personnel problems and eliminated a lot of headaches and stress related to hiring and managing personnel. When a problem did arise, my consultant was always there helping me handle them. My staff has received guidance and training from Silkin and we've made good use of the Silkin Job Description and Office Policy Manual. It's been valuable to them and they really appreciate working in an organized, efficient and viable practice.
Q: Have the changes improved your quality of service?
A: Absolutely, yes. I've been able to buy (without borrowing money) more equipment and upgrade the equipment I had. This translates into me being able to give better care to my patients. Having an efficient, well organized office allows me to do my job well and thoroughly and then turn the patient over to my staff who in turn do their jobs well and thoroughly. That means that the next patient I am seeing has my full attention. I'm not dealing with one patient and having to have my attention on the one I just finished seeing. I know my staff is taking care of them in a professional manner and giving them the quality of care and service I want them to have. I'm not working under stress like I was before and I'm having a lot more fun. The clients notice this.
Q: Has the Silkin program improved your quality of life?
A: Definitely! I'm now content with the work I do. Handling the practice has given me a lot of personal satisfaction. Most people might think that in order to increase production like we have, you'd have to work a lot harder. But that's not what has happened. I've been able to take a considerable amount of time off and I've been able to do things I always wanted to do. I have a sailboat and love sailing. I was not able to get very involved in activities like that before and now I can easily spend time on my boat. Other parts of my life have greatly benefited because my practice is stable and is no longer a burden and source of stress.
Q: How do you feel about the design and technical accuracy of the Silkin program?
A: I think it's great. I have no doubt that with what I've learned from Silkin I could make any business grow, whether it was health care office or any other business. I could start selling shoestrings on the street corner and be able to make that business grow into a viable activity. You don't have to go back to college and earn an MBA degree because this management technology is simple and can be learned quickly. The emphasis is on application, not theory. You just follow the rules and apply them to your situation and you see the results. It is amazing that way. It is all done on a gradient and Silkin carefully follows up and guides you along until one day you realize you can do it yourself.
Silkin uses their Quality Control department to monitor the clients' progress and satisfaction with the program. From a client point of view this is highly valuable. You not only have a consultant helping you, but the Quality Control personnel watch each client's statistics and stay in touch with you to make sure you're happy. The entire program is designed for each and every client to succeed. You get a lot of support and the entire staff at Silkin is dedicated to client success.