How to Implement a 'Nordstrom Experience' In Your Practice

Peter Weinstein, DVM, MBA, owner of PAW Consulting and executive director of the Southern California Veterinary Medical Association, talks about how practice owners can implement a "Nordstrom experience" in their veterinary practice.

This means implementing a high level of customer service at every touch point — every opportunity your practice engages with a client. Dr. Weinstein says this will truly differentiate what a client experiences in your practice compared to others. First, define what the Nordstrom experience will look like in your practice. How will you give clients a memorable experience every single time they come in for an appointment?