Susquehanna Trail Animal Hospital

For Drs. Wilhelm and Mildrew … Balance of Family, Medicine and Business with the Purchase of a Practice

“You should sell us your practice,” were the simple words that started a life-changing career for Tristan Wilhelm, DVM and Lori Mildrew, DVM. “We thought at some time in our careers, we’d like to buy a practice, but with two children under the age of four, that was not big on our priority list … at least not in August 2015. In fact, when I said those words I was kidding, or was I?” said Dr. Mildrew.” 

Tristan and Lori met in veterinary school and were working at separate veterinary practices when they chose to attend a seminar about practice purchase in the summer of 2015. Coincidentally, the previous owner of Susquehanna Trail Animal Hospital in Watsontown, PA, was also at that meeting. He was contemplating selling his veterinary practice and retiring.

“Two months after that chance meeting, he called us and asked if were we still interested in buying his practice,” said Dr. Mildrew. “Tristan and I were apprehensive but decided to look into this further.” 

Added Dr. Wilhelm, “I just got a good feeling about this decision.  In part we were motivated by frustration. Even though the timing could not have been worse, for me, it was a no-brainer once we secured the funds. It was truly an opportunity of a lifetime.” 

Continues, Dr. Mildrew, “So, Tristan and I along with our two sons, Tanner and Camden went to his house for dinner. The decision, while a huge financial undertaking, seemed like a smart decision on so many levels. Tristan started to work some relief shifts for him to get an idea of the running of the practice and the clientele. In September 2016 Tristan officially bought the practice; I became co-owner in April 2017.”

Then came the first significant stumbling stone or perhaps boulder: learning how to run a business while providing compassionate, individualized and top-notch veterinary care to animals. 

“Buying a practice was both eye-opening and life-changing,” said Dr. Wilhelm. “In vet school they teach medicine, not business. After we bought the practice, everything was new to us.

“I honestly don’t think our success would have been so significant without the insight, leadership and willingness to help from the staff at Burzenski & Company, PC. Ian Widensky from Calico Financial referred  us to the firm. The Burzenski team is simply amazing. We wanted an accounting firm that was veterinary industry specific. Gary Glassman, CPA, and Melody Mann Fox, CPA, along with bookkeeper Linda Forgione and veterinary consultant Andreas Pahl, MPA, CAS, MBA, SPHR, CVPM, SHRM-SCP, have given us the confidence to make good decisions not only in setting up the practice but as we’ve moved forward with  our hospital expansion, inventory pricing, staffing, and payroll issues, equipment purchases and other financial matters.”

Adds Dr. Wilhelm, “With all the input we have had from the staff at Burzenski and Company, I’m now confident when making an appropriate purchase for the practice. I also have the knowledge to back up my decisions based on acquired knowledge. The Burzenski team also provided guidance on local and regional pricing and national trends.”

Dr. Mildrew added, “When we bought the practice we were devoted to ensuring the hospital continue to serve the community’s beloved pets with the same quality of care they had come to expect. But we also wanted to put our mark on the practice in very positive ways. Some changes we’ve made include: ensuring our patients and their owners go to an exam room immediately upon entering our hospital, giving our patients 30-minute comprehensive, individualized appointments and focusing on client education.“

News has spread in the region about the practice and the positive, unique patient care being provided by Drs. Wilhelm and Mildrew and their staff. That “something different” is attracting and retaining clients to the practice. In fact, nearly all of their new clients are from referrals.

Susquehanna Trail Animal Hospital has grown exponentially since Drs. Wilhelm and Mildrew purchased it. An Open House for the practice welcomed nearly 600 people and they have tripled the staff size. Some clients travel for more than an hour to take their pets to the practice, which is open Monday through Friday from 7:00 AM to 7:00 PM. To maintain a strong work-life balance for their two young children, three dogs, Duke, a beagle, Maggie, a miniature Dachshund, and Cash, a Golden Retriever as well as two cats, Oliver and Ellie, the practice is closed on the weekends and holidays. Emergency pet care is available less than one-mile from their practice to treat their clients during these times. 

There is about 250 miles between Susquehanna Trail Animal Hospital and Burzenski and Company’s office, which is insignificant to Drs. Wilhelm and Mildrew. “Technology makes the geographic issue irrelevant,” says Dr. Wilhelm. “Gary, Melody, Andreas, and the rest of the staff are very accessible by phone and email and the Client Portal makes data transfer fast and safe.” 

Says Dr. Wilhelm, “Lori and I often say that we bought a hospital and then we bought a hospital again because of all the renovations we made. Gary and Andreas helped us navigate the purchase of inventory and equipment including ultrasound and a CO2 surgical laser. We also substantially expanded our inventory.”

He continues, “Sometimes I get emotionally invested with a situation. This was particularly true when we were starting the practice, yet Gary would listen and advise me to focus on being a doctor and not on the business or economics of the practice. He has a limitless knowledge of the veterinary industry and for seeing the big picture, yet he will explain things in terms we can clearly understand. I have gotten tremendous advice from Gary. His advice is clear and concise.” 

Dr. Wilhelm adds, “We speak with Melody and Andreas on a regular basis to go over our quarterly statistical analysis reports. It’s important for us to see comparisons and fluctuations throughout the year and to see what’s normal. Melody has been instrumental in keeping us afloat despite the initial financial issues and insecurities during these past couple of years as we’ve gone from staff veterinarians to purchasing a practice and now managing a practice, a business, with a staff of 13. Melody understands the ins and outs of the veterinary industry so well and she is able to seamlessly convey that to us in a kind, caring, professional manner. She is truly a people-person!" 

Adds Dr. Wilhelm, “Andreas has helped us make good business decisions. He has also helped us learn the pricing of inventory and how not to be taken advantage of due to our inexperience. He’s helped with our laboratory purchase decisions and taught us to put less effort into what’s not important but to hone in on where our decisions have the most impact on the bottom line. 

“And of course, I, we, can’t thank Linda (Forgione) enough for being so patient and teaching our new office manager what to do. She was new to this position and didn’t know bookkeeping or the office manager side of things, but Linda was meticulous in her explanations and teaching." 

Drs. Wilhelm and Mildrew embarked on a professional adventure of a lifetime in Fall 2015, but with two toddlers, three dogs, two cats, and extremely supportive extended families they seem to have mastered the work/life balance. With a focus on quality of care, and not necessarily quantity of care, their practice continues to grow as a trusted veterinary hospital.

Click here to learn more about Susquehanna Trail Animal Hospital.