I thought all of it was all excellent. You acknowledge there are difficulties and present helpful ways to overcome them. You emphasise that there are internal as well as external customers in a veterinary practice and that teamwork is very important. You say that veterinary is a people industry right away – that does away with any misconception that it’s simply about being good with animals. You take a realistic approach to fees and empower the person on the desk to feel good about contributing to profitability despite any client negativity.