Anthony Guillen
Co-owner and Director of Business Operations

Seneca Guillen
Co-Owner, Practice Manager and Senior Veterinary Technician

Shelby Sbeih
Lead Client Services Rep

Arleth Sanchez, PVT
Lead Technician

Shelby Davies-Jones
Administrative Assistant

In today’s competitive veterinary landscape, balancing profitability with compassionate care can feel like walking a tightrope. However, in our recent webinar, Kennedy Berry, Otto Care Program Manager, and the Clover Basin Animal Hospital team explored the concept of “Profit with Heart” in depth.

Veterinary clinics face a unique challenge, they want to provide the best possible care to pets but also need to maintain a stable financial footing. This requires understanding clinic metrics, financial boundaries, and offering innovative solutions that benefit both pets and their owners.

Seneca Guillen, Clover Basin Practice Manager and Senior Veterinary Technician, highlighted the idea that it’s not simply about increasing profits. It’s about deeply understanding the clinic’s boundaries and using those insights to implement solutions that work for both the clinic and the pet owners. With options like Care Memberships, clinics can give clients the ability to plan for their pets’ healthcare expenses in advance, making care more accessible without compromising financial stability.

The discussion also touched on a familiar frustration for many veterinary professionals — making treatment recommendations only for the client to leave without following through. By offering Care Memberships, clinics can remove some barriers preventing pet owners from seeking timely care.

Shelby Sbeih, Lead Client Services Rep at Clover Basin, shared how traditional credit-check-based plans, often viewed as burdensome, can discourage clients from pursuing treatment. In contrast, Care Memberships are a much more empowering alternative, giving clients the confidence to say “yes” to recommended care and removing the feeling of financial pressure.

Sbeih also shared a story about Lola, a longtime client at Clover Basin, who was given ongoing education and communication about care plans so that when her pet needed care, she knew exactly where to go. Providing her with the information and tools made her decision to trust and utilize Clover Basin a no-brainer. This is a powerful example of how consistent communication and education can lead to stronger, more trusting client relationships.

The webinar touched on the emotional toll that financial conversations can take on veterinary staff. The pressure to “sell” expensive treatments or feel like the financial messenger can weigh heavily on veterinary professionals.

Anthony Guillen, Managing Director and Founder of Clover Basin highlighted how Care Memberships can help reduce compassion fatigue by giving clients transparent and manageable options that are available immediately. This structure not only relieves the stress of staff but also provides clients with a solution that feels supportive and non-exploitative.

One of the most significant points made during the webinar was how insurance and Care Memberships work together. Guillen noted that while insurance helps with unexpected, high-cost medical events, Care Memberships cover routine care, ensuring pets receive the regular attention they need without sudden financial burdens. This combination creates a well-rounded safety net for pet owners, providing peace of mind and increasing client loyalty.

This webinar reinforced that veterinary clinics don’t have to choose between compassion and profit—they can have both. By offering thoughtful financial solutions like Care Memberships, clinics can create lasting relationships with their clients, provide consistent care for their patients, and still maintain a healthy bottom line. As Guillen aptly put it, “People often ask, ‘What’s the catch?’ The truth is, there is no catch. It’s simply giving something back for the loyalty of our clients—it really is a win-win.”

The “Profit with Heart” webinar provided valuable insights into how veterinary clinics can thrive while staying true to their compassionate mission. Through options like Care Memberships, clinics can better serve their clients, reduce the burden on their staff, and build a sustainable model for long-term success.