If you’ve worked in veterinary practice for more than a few weeks, you’ll know this truth: not all clients are equal.

Some clients value your advice, treat your team with respect, pay on time and advocate for their animals. Others… well, let’s just say they take far more than they give back.

The challenge for many vet clinics is that we treat all clients the same. Out of a sense of fairness, duty, or simply habit, we give everyone equal time, attention, and energy. But when you look closer, that approach is costing your practice.

That’s where the 80/20 rule comes in.

The 80/20 Reality in Vet Med

The 80/20 rule (also known as the Pareto Principle) says that:

• 80% of your results come from 20% of your clients
• 80% of your clients only deliver 20% of your results
  
  

In other words, a small number of clients provide disproportionate value to your practice - while the majority may be draining more than they contribute.

If you don’t identify which clients fall into which category, you risk spreading your energy too thin and burning out your team.

Step One: Define What “Great” Looks Like

Every practice will have a different definition of a great client. It’s not just about money. It’s also about:

• Respect for your staff
• Willingness to follow treatment plans
• Reliability in payments
• Positive referrals
• Alignment with your values
• Frequency and type of cases they bring
  
  

💡A helpful exercise? Sit down with your team and create a set of criteria for your ideal client.

This not only helps you see who your most valuable clients are, but also gives your team a voice in shaping the practice culture.

Step Two: Score and Segment Your Clients

Once you’ve defined your criteria, rank each client against them. A simple 1–5 scale works best.

From there, you can group clients into Bronze, Silver, and Gold categories.

• Gold clients: They’re respectful, reliable, and profitable. These are your 20% - the ones who deliver most of your results.
• Silver clients: Good, but with room to improve. With some communication, they could move up.
• Bronze clients: High-drain, low-return. They might still receive care, but you’re clear about how much time and service you can sustainably give.
  
  

Step Three: Match Service Levels to Client Value

This is where many clinics hesitate. But here’s the reality: you can’t give gold-level service to everyone without burning out.

• Gold clients should get your highest level of service - because they support your business and your team.
• Silver clients get consistent, solid service, but not at the cost of your Gold clients.
• Bronze clients get appropriate care, but you set firm boundaries.
  
  

This doesn’t mean ignoring patients - it means aligning your team’s energy with the clients who align with your values.

Step Four: Communicate and Strengthen Relationships

For your key clients, don’t be afraid to share what you value. You might say:
"Here’s what matters most to us in client relationships - and here’s where we think we can improve together."

These conversations strengthen trust and show your clients that you value the relationship beyond the transaction.

Final Thought: Protect Your Team by Valuing the Right Clients

When every client gets the same service regardless of their behavior, the hidden cost is staff burnout, frustration, and turnover.

By applying the 80/20 rule, you’re not just protecting your bottom line - you’re protecting your people.

Because great clients aren’t just good for business. They’re good for morale, retention, and the long-term health of your practice.

So ask yourself:

• Who are your Gold clients?
• How can you serve them even better?
• Which clients are costing your team more than they’re worth?
  
  

Your practice - and your people - will thank you.

Master the 80/20 Rule of Great Clients with The Lost Vet

At The Lost Vet, we help you find your passion and purpose again. 

You’ll have:

• The job you always dreamed of
• More time for you and your friends and family, hobbies and interests
• Increased profit and growth with less stress
• An empowered team
• Clients that truly value the service and advice you provide

Don’t take our word for it, contact us today to find your passion and purpose again.