Veterinary Heroes: Client Service Representative winner Susie Martin

Veterinary professionals nominated and chosen by their peers exemplify leadership and achievement in improving patient outcomes.

dvm360^®, the No. 1 multimedia platform in the veterinary industry, announced the winners of its inaugural Veterinary Heroes™ recognition program on November 16, 2021. Inductees were honored during a celebratory gala at Fetch, a dvm360 ® conference, on December 1, 2021, at the San Diego Convention Center in California.

The Veterinary Heroes™ program honors individuals who have achieved landmark successes within veterinary medicine. Veterinary leaders are nominated by their peers for their remarkable achievements in improving patient outcomes. A panel of distinguished judges from the dvm360^® Advisory Board chose 1 honoree in each category who has made a measurable difference.

The Veterinary HeroesTM program is sponsored by Nationwide, Merck, Zoetis, Clevor®, Blue Buffalo, NorthStar VETS, and MedVet.

The 8 winners of the 2021 Veterinary Heroes™ program are being featured in an 8-part series. Part 1 focuses on Client Service Representative winner Susie Martin.

Known for treating everyone she encounters with compassion, Martin has almost 25 years of experience in the veterinary field. She works at Township Line Animal Hospital in Upper Darby, Pennsylvania, as the hospital manager. She has served as a veterinary assistant, veterinary technician, and supervisor. She tailors her positive approach to each person and animal.

“I see so many different types of clients walk through these doors, and the way I communicate with all of them is different depending on their pet, the situation, etc,” Martin said. “The one thing that is consistent is that I show everyone I care.”

Martin ensures she knows each patient on a personal level and recommends care based on their individual needs. She also regularly checks in on team members, lending a helping hand and boosting morale.

“Sometimes we all just need to talk it out. This job is demanding—we have long days; some are very happy, and others are heartbreaking. It is my job to be there for my team to comfort them until they have that ‘aha!, lightbulb’ moment where they feel OK again. Most importantly I want people to know they are never alone,” Martin said.

Outside the clinic, Martin can be found cuddling her 3-lb Yorkshire terrier, Duncan.