Pets R Family & the Value of Team Mentorship

by Brad Deckard
Owner, Pets R Family
​Pets R Family Veterinary Hospital

We live in a world that has adopted the theory that less employee cost is a boost to profit margin and automation is a catalyst to inexpensive productivity. We have all experienced the impact of this thinking when we have shopped at a WalMart store. After filling our shopping carts with the goods we desire, we are then tasked with the burden of “self-checkout” and self - bagging. Then after we have loaded our carts, scanned our items, bagged our goods and paid our bill, we are asked to prove it by the one human now involved in our transactional efforts, as we depart the store. And I’m imagining that right now you all have a smile on your face as you nod your head in agreement from an experience you’ve had like this at many corporate retail stores in our area.


At our facility, we take quite a different approach stemming from a belief that the impact of human compassion and care can make a big difference in the outcome of an experience. And that if that experience is a good one, our clients become bonded to us for many years.


At Pets R Family Veterinary Hospital, we proudly have the right number of employees necessary to allow each client visit to be met with the warm impact of a minimum of 4 different people caring and helping each client enjoy a healthy dose of care and compassionate service.

We do this as a standard of service that is focused on supporting our clients through education of their pets best health options and a level professional knowledge in the arena of Veterinary Medicine that is second to none in our industry. It is this point of difference that allows our practice to serve our community and our clients in a manner appropriate of their investment in their pets lives.


As we designed our company, we wanted our service to represent our strong desire to keep the human element on point. So many of the Veterinary Practices in our industry had sold to corporate entities, that thinned the level of employees and thus the human element and impact.


We wanted our clients to be not only well cared for but also well serviced in the many aspects of our involvement with them. So, Dr. Deckard designed a well defined hospital layout of professional Veterinary Technicians who would have the capacity to operate a Veterinary Hospital much like a human hospital. Positions, people layers and supporting teams and departments would be organized to handle multiple levels of clients and needs.

A multi-doctor unit would be on point to direct the highest quality in medical care, and a management staff built of years of leadership skills would be the catalyst to ensure the level of quality we desired. The numbers of staff were developed to allow a team approach to each client to create a multi-touch point strategy for each visit. The focus on “profit” was left out of the equation to success, as we focused on the clients needs.

Our key to success is in the training and “Mentorship” of these important employees, designed to represent the core focus of our practice. We realized that as we harnessed the amazing talents of our people, the sharing of those talents and the training of the teams, was uber important. So we began a process of training protocols and schedules for all employees. We incorporated the years of experience of many of our key personnel and utilized our leaders to share the summative wealth of experience. Mentorship is in itself, a marvelous opportunity to lead and share in a cumulative result. And we have seen tremendous results when applied. Our Hospital Technicians, numbering 26, have a cumulative experience level equaling 94 years! Our 7 doctors together have an experience level of over 45 years. When a clients pet is being treated or having a procedure, it’s that depth of cumulative knowledge that provides the very best opportunity for success as our doctors communicate together over the medical details.


What a true benefit for a client to draw that level of input for their pets care. What a huge benefit to our doctors to be able to count on the Team of DVM’s for input and experience to provide the best outcome for our clients. Utilizing that depth of experience in a mentorship format, breeds a thorough level of quality output, supported by the numbers in each of our departments.


Our practice also embarked on a program with the United States Military known as the SkillBridge Program. Designed by the military, this program helps military personnel embarking on a life away from their branch in the private sector as a civilian. Qualified industry companies adopt approved candidates for training in the career industry of their choice.

These companies are given between 90 to 120 days to train these military persons and prepare them for their next steps as a civilian. Currently Pets R Family Veterinary Hospital is the only approved veterinary practice in the United States. We are honored to offer these amazing people who have served our country well by serving them in our mentorship training program, as they embark on the next chapter of their lives.


As we continue in our never ceasing effort to care for our clients and their beautiful pets in the highest quality medicine and the very best compassionate care, we continue to look for opportunities to prioritize the human impact element as paramount to that success. Our highly staffed and operated practice with it’s 75 current employees is well poised to serve and care for anyone looking for that level of involvement and focused care for their pets and families. It is now, as it was when we began, a true honor to serve our local community in a family owned and operated business that cares for people in a manner befitting of their investment in their pets. And it is our faith in God’s purpose for our practice that we continue in that effort as we share His love for our community.