Perspective

It occurred to me today that, even though I've owned my hospital for nearly 2 years, I am actually only just now claiming ownership of it. I'm not sure quite how to explain this, but I'll try. It used to be that I was fairly strict on some of my rules. I now see that it was an attitude that I inherited by being an associate and not an owner. I would complain if I had to do a spay or maybe a dental on a Saturday, or if I had to accommodate a client in some manner that annoyed me. It was definitely not my thing to go to people's houses and do things like euthanasia; that was tech work and I didn't go to school for 9 years for that!

But now, I find myself seeing the world more and more from my client's point of view. I want to be there for them when they need me. Or, at least, I sure am trying hard to do that. If a client now tells me they work hard all week and can only do that dental next Saturday, well then we'll get it done next Saturday.

Today I had the grumpiest owner in the world come in with his dog who had a sore on her foot. I'd seen her in May and the sore was not there then. The first thing out of his mouth was that he TOLD me about it in MAY but I didn't DO anything about it. I reminded him that was nearly 5 months ago and he should have come back in before now! Either way, I convinced him xrays were needed and he agreed. What I found was a mangled, nasty looking toe. Talked to him again and then had my tech go into the room with an estimate for a toe amputation.

Next I hear, he not only wants to remove the toe, but he wants ONLY ME to do it. Uh huh, no part time or relief doc will do; he wants to wait until I am in the office so I can do it and no one else.

So I gave in and told him I'd stay late today, on Saturday, and do that surgery for his dog. Never mind my lunch plans with friends; this guy and his doggy needed me.

That's what I mean - the old me would have scheduled it for next week; the new me just wanted to help this guy and his dog.

Not to say I don't have days when I still vent and I still get angry and defensive; but all in all, how can you take offense or get angry when a client only wants you? Another client of mine got really mad when he came in for an exam for his dog only to discover I was on vacation. Boy did we hear about that one! He was pissed! So at first I was defensive and got angry and responded in kind, but then I thought about it and realized... how could I be mad because he requested to see me and didn't get to see me and was therefore angry because of that?

I should have been flattered.

I could make the argument that the depression in the state of CA (yes it is a depression, not a recession) is causing me to be more humble and more open to doing things I wouldn't have done before, but that's not it. It's not that I'm feeling humble and bowing my head over these things; in fact, I'm proud as hell that we are providing such good customer service and surviving this evil, awful economy. I still won't do a C Section, (I do spays, not c-sections) I still won't crop ears or do other things just because an owner wants me to do it. I give the core vaccines every 3 years because it's the best thing to do, and I require exams every single year for all of my patients. I'm proud of these things because it means I truly care about my patients and I'm not just in it for the money.

If the universe sees fit that I am not supposed to stay in this place and that the depression will bring about the failure of my business, then I'll leave it with the knowledge that I gave it my best and didn't compromise my values for anything, especially not for money.

And my anus will stay intact. :)