“By bringing customers to the back along with their pets, they were able to see everything that was going on. And so we did that for transparency reasons. What we discovered then is when the pet owners we call customers were able to see the caregivers, what they were doing, they were really appreciative. It added value in their eyes to the work that we were doing." — David Bessler 

It’s a 2-for-1 episode! This week Carol speaks to two leaders at Veterinary Emergency Group–aka VEG– David Glattstein and David Bessler. VEG is revolutionizing the veterinary emergency industry through a "Vegolution", a holistic experience for pet owners in emergencies. Their organization currently has 41 ERs for pets across 14 states and treats over 300,000 emergencies annually.

Both founders recount how luck and timing played a role in their successful partnership, and how they prioritize differentiation at every point for all their teams and employees. You'll also learn about VEG's unique "nerd program" to produce highly-skilled emergency doctors and nurses. 

The episode also discusses the misconception of dreading or avoiding the veterinary ER and how the company is changing that perception. They explore the historical precedent for separating patients from their loved ones in hospitals and how their “open” concept changes that.

Looking at the current state of emergency medicine, the founders delve into a post-Covid issue: the quickly growing pet population and the shortage of veterinarians. 

Learn more about David Bessler and David Glattstein and VEG.

You can find more information on all our episodes at Vertical Elevation, and you can find Carol on LinkedIn, Twitter, and YouTube.