We want you to get to know us, beyond what you see during your treatment. The following is an interview with owner Audra Lobo, discussing her thoughts and feelings on Evolve Therapeutic since its inception, and where it's headed in the years to come.
How would you describe the clinic?
Evolve Therapeutic is a health and wellness clinic in Richmond, BC, dedicated to providing the highest standard of Registered Massage Therapy, Physiotherapy, Acupuncture, Kinesiology, and Clinical Counseling care to our patients. Each of our therapists has graduated from an accredited college in B.C. and are members in good standing in their respective associations. We believe in putting the patient first in all interactions at our clinic; we make sure that the patient is cared for in the best way possible, and through our words and actions, we hope to give them confidence that we are there to help them on their health and wellness journey in whatever way we can. We are committed to serving the community of Richmond and beyond by providing high quality experiences for all who walk through our doors. We are a mid-sized business who have been around since 1998, and continue to strive for excellence in our community every day.
How do you distinguish yourself from other businesses?
The team dynamics and positive atmosphere of our clinic really make us unique from our competitors. Our practitioners and reception team are all genuinely friendly with each other, making it a very vibrant and unique environment where patients are made to feel at ease with whoever they come in contact with, even if it is someone other than their practitioner for the session. In addition, as a multidisciplinary clinic with multiple practitioners in some fields, it can be intimidating for patients to try more than one practitioner within the same discipline. At our clinic, we encourage patients to see more than one therapist to see what style of treatment works best for them. For instance, as a clinic with seven registered massage therapists, it could seem as though the supply of massage therapy practitioners is greater than the demand for treatments, creating an environment where massage therapists are competing for clients and being possessive about their clientele. However, we challenge this competitive mindset by encouraging all of our patients to try out different massage therapists as each practitioner has unique styles and strengths, and one style may work better for the patient than another.
We have received comments over the years that patients have been surprised with just how honest and encouraging the practitioners have been with each other, as well as with the patients, when they speak about the strengths and positive qualities of other practitioners. The interactions I see on a daily basis solidify just how much our patients enjoy the atmosphere of our clinic. I see new patients sharing smiles with our reception team, and old clients laughing with practitioners in the hallways. I see new connections being made each time a patient re-visits the clinic; I hear new stories being shared, new problems being solved, and relationships being strengthened between our clients and our team. When I hear our patients repeatedly thanking members of our team for their helpfulness, knowledge, and empathy, it reminds me just how unique we are as a clinic and a business.
What is your business's greatest success?
My greatest success is where Evolve is right now. Evolve Therapeutic has come so far since I first started; from being the receptionist, massage therapist, and the cleaning and laundry service all on my own, to now having twenty amazing staff members who give their all on a daily basis, the clinic has exploded in the best way possible. We now operate out of three units within Three West Centre, all beside one another on the sixth floor of the building. When I first started this business, I dreamed of having a clinic of this size and strength, but to have it as a tangible experience is surreal to me. It has taken me twenty-six years to build this clinic up to where it is now, and with every new addition, I feel increasingly proud of what Evolve has become. But at the heart of this success is the people; both the staff and the clients we have at Evolve really make it what it is. We have a team that are strong as individuals, but even stronger as a group. Each team member is able to provide each client with the best possible experience; from booking the appointment, to receiving a high-quality treatment, and being contacted for follow-ups after the session, patients are being treated with respect and care by each team member they come in contact with. We also have a fantastic group of clients who come from all walks of life and are often the most kind, caring, and strong community members I have grown to know and love. Between the people that work here and the people that come to enjoy what Evolve has to offer, the clinic today is my greatest success.
What is the largest obstacle you've had to overcome, and how did you overcome it?
The largest obstacle I've had to overcome while developing this clinic was the financial mountain I had to climb while financing each and every cost that has gone into making the clinic successful and choosing who I put my trust in to help me build the clinic. When I started this clinic twenty-six years ago, I put every dollar into buying a singular room at the Three West Centre, purchasing a massage table, and acquiring the materials necessary to sew my own sheets and renovate that very room from the ground up. Between 1998 and 2010, I spent years paying off debts, keeping up with mortgage payments, and putting every dollar I made back into the clinic.
I did as much as I could on my own to save money; from vacuuming the floors to changing the lightbulbs and doing the laundry on nights and weekends, I took on each and every responsibility within the clinic in order to give quality care to my growing number of patients. Throughout the years I have put this clinic's needs before my own. In the early years, I would save money by restricting my personal spending on everything from clothing to food. I would pay off debts with credit cards, which I would need to pay off in later months with more debts and lines of credit. Although it was difficult to say the least, I knew that my patients appreciated how hard I worked to keep the clinic afloat and give the best quality of care I could no matter the circumstances.
Little by little, I chipped away at the financial mountain that I faced on a daily basis. Over weeks, months, and years, I worked long hours and weekends and took on extra patients to supplement my income and pay off whatever I could at the time. I would invest lots of time and effort into making sure each new hire was settled and built up before I brought on a new team member to build the clinic with a solid client base for each practitioner. The more the clinic grew, the more I was able to pay off through the financial gains we made, and the more positive experiences I had with people who had the clinic's best interests at heart. Eventually, I was able to pay off enough debt that I had enough money to buy a second unit in the clinic. Today, my team is stronger than ever. I believe that I have invested in a group who is honest, empathetic, selfless, and supportive. We have made more financial gains in the past couple years than I could have ever imagined when I first started the clinic, and I am confident that the financial mountain that I once faced is behind me.
How would you describe your workplace culture?
The workplace culture in my eyes feels like a family. I feel as though I've cultivated a workplace where everyone is more than just a “coworker” - they genuinely care about each other and support each other in both professional and personal life. Sometimes I walk into the clinic and see the staff laughing together or sharing a heartwarming moment with one another and it makes me feel so proud to have established a clinic where everyone is connected and genuinely enjoys each other's company. To maintain these connections, l feel that it is important to give the team opportunities to get to know each other outside of work. We go out for meals together every few months, where we spend that time relaxing with each other and getting to know each other outside of a professional environment. I make sure to reiterate that I am there for them and will help them through any problem or challenge they are facing, and I have put in the time and effort throughout the years to prove that I will follow up on those promises.
I feel like I've also chosen a team that have the same kinds of values as me; my team is filled with individuals who are kind, respectful, selfless, giving, and empathetic. They invest time into getting to know each other, listening to one another, and help each other with the most genuine intentions. Not only are these important qualities for our professions, but they are also important when cultivating a family-like workplace culture. I make sure to lead by example and treat each member of the team the same amount of attention and respect, no matter their role within the clinic. I have found that by introducing new team members to this style of workplace culture, as opposed to one that is based on hierarchy, competition, or money, new team members start to reflect our team values as soon as they have worked at the clinic for a few weeks and have been surrounded by the kind of care and encouragement that we pride ourselves in sharing with one another, as well as our patients. When I come out of a treatment room and see the staff bringing snacks for each other, helping each other clean their rooms or helping the receptionists answer the phones when it gets busy, it reminds me just how grateful I am to have a team that truly values each other and is willing to help each other. I feel like my team has bonded in a way that feels more like a family than just an office or a clinic.
How have you approached the topics of diversity and inclusion?
Evolve Therapeutic has cultivated a group of patients who have a diverse range of needs and abilities. We have patients who use mobility aids, have different sensory limitations, religious beliefs, ages, and gender identities. As a team, we ensure that we listen to each and every one of our patients and understand their wants and needs before, during, and after each treatment. We don't limit how we treat anyone based on first-impressions or quick judgements. We give all our patients the opportunity to voice their concerns, no matter how small or particular they may be. For example, one patient wanted to only be seen by female practitioners due to her religious beliefs. Instead of trying to talk her out of it and minimizing her request, our team made every effort to book her with only female massage therapists as frequently as she needed to help her with her recovery.
Throughout the years, we have aimed to make the clinic a safe space for anyone who walks through the door, no matter their story. Our growing group of clients is a testament to how we have been able to provide quality care to anyone and everyone as we have learned and grown as a clinic. By having a clientele that has unique needs, abilities, and requirements, each practitioner is used to providing service that is tailored to the needs of the individual and making changes within each session to meet the needs of the patient. To support my team, I have made our space as accessible as possible for the space we have.
I feel as though I have created awareness and approached the topic of diversity and inclusion by sharing my own story. As a daughter of an immigrant family who has experienced being “othered” for most of my life, I approach the topics of diversity, equity, and inclusion with my team with great importance. Throughout my life, I was told that I was never good enough because I wasn't a man. I was discouraged from doing different things, especially when it came to my profession. When I became a registered massage therapist, I was told numerous times that this profession wasn't appropriate for me because I was a woman of color. When I mentioned wanting to start a clinic to two of my male massage therapy instructors, they dissuaded me, saying that I would never succeed as a single woman. They told me that there were specific things that only men were able to do, and that I wouldn't be taken seriously if I attempted those things in those fields. I learned that there were many strikes against me; my background, my gender, and my ethnicity, which would make my success an uphill battle due to the perceptions of others. These experiences fueled my determination to open a clinic that would be an inclusive, safe space, that catered to a diverse group of patients, and I feel that today, we have gone above and beyond reaching this goal.
My team is also made up of a diverse range of individuals who have experienced oppression, trials, and tribulations of all kinds. I make sure to allow everyone a platform to share their experiences and perspectives so that we can collaborate on creating a clinic that focuses on equity. I make an effort to celebrate and utilize the unique strengths of each member of our team because I understand that diversity in itself is a strength. When patients see that different members of our staff are celebrated for their differences and are included and given the same resources as anyone else on the team no matter who they are and how they express themselves, it gives them the confidence to be their genuine selves at the clinic. They are empowered to be as authentic as they can be, and to voice their needs and be confident that they will be given the same care as anyone else who comes through the door.
What have you done for the community beyond providing treatments?
I have always felt that it is important to give back to the community and because of how the community has supported and helped me throughout the years of building up Evolve Therapeutic. When I first started the clinic, I wanted to dedicate as much time as I could to helping members of the community with the knowledge and skills I had. During the early 2000's, I collaborated with Richmond Family Place to teach new moms how to practice baby massage and gave them free lessons on calming massage-based techniques for their newborns. I gave community talks to educate individuals and families on arthritis and fibromyalgia, and gave free treatments for polio patients. As the clinic grew, I started focusing more on supporting graduates by cultivating mentorship relationships with young and upcoming therapists who were transitioning from school into the workforce. Evolve Therapeutic started an internship position in the mid 2010's to give students an opportunity to showcase their talents, grow a client base, and learn from our more experienced therapists. As the clinic continues to grow, we want to start expanding our offerings to include affordable and well made products. We want to help clients source exercise equipment such as trigger point balls, yoga mats, and exercise bands, using materials that will hold up against the test of time, but will not break the bank. We are currently developing new products to add to our inventory that can be offered to the community through both in-person and online purchases.
