Episode Summary:
Nobody teaches you this in vet school — how to train clients. In this episode, Dr. Armstrong and Phoebe dive deep into the unseen impact clients have on hospital culture, team wellbeing, and long-term sustainability. Together, they break down how to set — and stick to — boundaries that shape the clientele you want, reduce burnout, and foster a consistent, supportive environment for your team.

From not giving out your personal number, to handling unrealistic expectations around call-backs and fear-free care, they share real examples and actionable strategies for both doctors and CSRs. Plus, they explore how standardizing boundaries across the doctor team protects your culture and makes your hospital a better place to work — and a better place to be a client.

Topics Covered:

• Why boundaries should be part of orientation (for staff and clients)

• The danger of inconsistency between team members

• What makes an “ideal client” (and how to attract more of them)

• Real conversations that build trust — and when to let a client go

• How boundary-setting reduces burnout and boosts work-life balance

Mentioned in this episode:

• Our upcoming “DVM Off Script” series debuting in two weeks with Dr. Cindy Trice!

Submit experiences you would like us to unpack in our Lead By Example episodes here: choosepeoplelovepets@outlook.com

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