VHMA Manager to Manager (Veterinary Hospital Managers Association)
Explorez tous les épisodes de VHMA Manager to Manager
| Date | Titre | Durée | |
|---|---|---|---|
| 21 Mar 2024 | Facility as Marketing Tool | 00:31:25 | |
Welcome back to the VHMA Manager to Manager Podcast. Today, we're delving into a topic that might seem a bit "fluffy" at first glance but holds immense importance for veterinary practices: interior and exterior design. It's time to explore how the aesthetics of your practice can actually impact your clients' perceptions as well as the surprising marketing tool it can become. Joining us is Mary Kim, a hospital administrator for a family practice in California, who brings a unique blend of business and interior design expertise to the table. Mary's journey from business school to managing a veterinary practice has given her an interesting perspective on how design can shape client experiences. In this episode, Mary explains why veterinary practices often overlook the significance of interior and exterior design and why it's time to change that mindset. While cleanliness is crucial, Mary emphasizes that the marketing value of fresh paint, furnishings, and landscaping outside should not be underestimated. As Mary shares her insights and experiences, you'll discover how the appearance of client spaces sends a powerful message and how investing in design can elevate your practice's image, attract new clients, and foster a sense of comfort and trust. From reinventing décor to budget-friendly design solutions, Mary offers practical tips and creative strategies for transforming your practice into an inviting and functional space that leaves a lasting impression.
Show Notes:[2:28] - Typically, veterinary practices don’t put a lot of focus on interior and exterior design. [3:27] - The appearance of client spaces especially sends a message about how current the patient care is given. [5:10] - We focus on sterility which is important, but Mary explains that there are options that also make spaces inviting and comfortable. [8:39] - Mary describes the interior look/feel of the practice she manages. [11:19] - You can reinvent the pictures that go into the hospital, using them in a lot of different ways. [14:14] - Generally speaking, this is a frugal industry. Mary shares ways to keep things inexpensive. [17:25] - It is a good idea to also ask for the input of employees and team members. [18:59] - Mary shares the inspiration behind the decor chosen for client spaces in their family practice. [21:44] - Big projects can be budgeted for, but small things can be replaced or repaired as needed. [23:41] - Sometimes, you might try things that just don’t work. Mary shares some recent struggles she has faced in managing spaces. [26:08] - There has to be some amount set aside each year for maintenance as the facility is a huge asset. [28:01] - You can be creative and combine design and function into a practice.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
Links and Resources: | |||
| 26 Jan 2022 | Navigating the Owner and Manager Relationship with Brent Bilhartz and Becca Bucker | 00:27:40 | |
When it comes to the working relationship between a practice owner and the manager, things can go smoothly or can be very rocky. This relationship is crucial for a successful practice, so how can we implement systems and improve our communication to strengthen this partnership? Today’s guests are Brent Bilhartz and Becca Bucker from LazyPaw Animal Hospital in Frisco, Texas. Brent, the owner, relies on Becca, the manager, for certain things as she relies on him and because of their clearly defined job descriptions, there is little to no confusion or stepping on toes. By starting with these clear job descriptions and responsibilities, they also discuss today the importance of regularly scheduled meetings and not managing by ambush. This episode is packed with a lot of great tips and advice for those looking to improve their working relationship and to continue developing a strong practice culture. Show Notes:[2:50] - Communication and not taking things personally is a huge component to a smooth working relationship. [4:09] - Brent also emphasizes the importance of prioritizing meetings to properly communicate. [5:08] - Have a system in place to be sure that meetings are not interrupted unless it is an emergency. Set the boundaries and expectations. 6:18] - If approached with something that he doesn’t need to handle, Brent directs team members to Becca. [7:34] - Job descriptions need to be very clear and Becca says to stay in your lane. [9:05] - The onboarding process helps make clear the person to go to for different scenarios. [9:57] - Play to your strengths. [11:35] - Brent gives Becca more jobs than she can handle to force delegation. [13:08] - Sometimes a person is not upset at you, but rather the situation. [14:08] - Always go into a situation with a cool head. [15:08] - Some things do not need to be resolved in the hallway. Don’t manage by ambush. [16:51] - There’s a difference between things discussed in a meeting and conversations that are just chit-chat. [17:33] - Brent, as the owner, is not in charge of hiring and firing. [19:00] - Try to see all points of view. [21:28] - Commonly complained on the forum, Brent addresses why people are struggling with the owner/manager relationship. [22:51] - At their practice, all ideas are welcome as long as everything is presented in a meeting. [24:44] - Managers must delegate tasks. Their job is to make sure things get done, not that they are the ones that must complete them. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: | |||
| 04 Jan 2024 | Reputation Management | 00:30:16 | |
In this episode, we explore the often-overlooked goal for reputation management, urging listeners to set specific goals for improving their practice's reputation in the upcoming year. While financial considerations usually dominate goal setting at the start of a new year, there are internal strategies that can maximize the strengths of a practice. Client care and efficiency go a long way in improving how the practice is seen externally. It can be easy for a team to spiral after a negative review which causes us to lose sight of the positive ones. Today’s guest is Alex Brannon, a CVPM and Director of Operations at Lafayette Veterinary Hospital in Louisiana. She began her Vet Med career in doggy daycare 15 years ago and developed from there. She has been in her current practice for 10 years and enjoys helping the team grow in their communication styles. Focusing on our communication allows us to build a strong and positive professional image and reputation in the community.
Show Notes:[2:29] - Alex shares that five years ago, the practice was set on excessive people-pleasing. Now after the pandemic and shifts in the industry, it has changed a bit. [3:16] - Balance is key. We can’t overpromise and underdeliver. [4:14] - When it comes to communicating with clients, emotions can be high and tense on both sides of the counter. [7:17] - Alex explains how they manage complaints and address staff reporting and training. [8:53] - Transparency, including the negative points, is crucial. [10:09] - Wait time is important to keep in mind, but it is important to be realistic and communicate openly with clients. [11:50] - When clients complain or leave negative reviews, we tend to dwell on it for a long time and forget the positives. This is unhealthy for the team. [14:07] - Role playing and practice conversations are valuable but they need to be realistic about those hard conversations. [15:35] - Marketing has changed in the last few years. Social media and handling reviews builds reputation in the community. [18:07] - People in the community will support the business when they see involvement and not just a marketing scheme. [20:11] - Part of our reputation is being real people and building relationships. [23:02] - If you are asking your team to be transparent, it has to start at the top. [28:26] - Things are different since pre-pandemic years. We need to plan for that.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
Links and Resources: | |||
| 12 Oct 2020 | Delegation with Jen Bruce | 00:31:44 | |
Just because you can do something, doesn’t mean you should be the one doing it. That’s our motto for today’s episode all about delegation. It can be an uncomfortable transition to make and you are not alone. Let’s take a look at how delegating tasks can help your workload as well as helping with the professional growth of your staff members.
Chatting with me about delegation today is Jen Bruce. Jen is an RVT from Toronto, Canada. She has been in her current practice for 7 years and has been the practice manager there since 2016. Starting with just a handful of staff members and a one exam room practice, she has since grown her team exponentially. This also means that her responsibilities have grown. She can’t do it all and neither can you. Take a listen as Jen and I discuss some tasks that can and should be delegated and how you can give up the control to become a more efficient leader.
Show Notes:[0:56] - We all have control issues and we know that. That’s okay, but you’ve got to have a plan for it. [2:15] - Deb is bothered by how many people are on the edge, ready to snap. [3:01] - Jen says that it is so natural to juggle a lot of things because you want to maintain the reputation of being reliable. [3:51] - Balancing a tech role and a manager role is a lot to handle. Jen became the go-to person for a lot of tasks. [4:24] - You have to change your expectations and be clear about them. It is crucial to delegate tasks that you do not have to complete to someone else. [5:10] - Redirect those tasks that you have done in the past and verbalize that there are others that can take care of these tasks now that you have a lot more to handle. [6:00] - There is a level of trust you need to have with your team. Step out of your comfort zone and let go of the control so your team can learn and grow. [7:27] - Jen had a hard time letting go of the control because she is the type of person to want to do something perfectly the first time. [8:22] - There is also sometimes a feeling of guilt in delegating a task that you have usually done. It may feel like you are delegating it to someone else to shirk your responsibilities, but it is necessary to refine your focus as a manager. [10:46] - After delegating and pointing out what your responsibilities are reminds others that you trust them and it builds their confidence. [11:21] - Ultimately it is a job description issue. Ask yourself if something is in your job description to do or to make sure it gets done. [11:50] - You may discover that some of your employees or team members are actually better at some of these delegated tasks than you are. Jen delegates inventory and social media to some of her staff members who are better at those tasks than she is. [12:54] - There’s not always a lot of upward growth in a practice, so delegating some tasks is a great way to provide growth to your staff members. These are also great to add to job descriptions and performance evaluations. [13:58] - Sometimes a team member wants more responsibility but isn’t ready. As a leader, you will need to know when someone is ready for tasks to be delegated to them. [16:09] - Be clear about your expectations and parameters when you delegate a task to someone who may not have done it before. [18:40] - You’ll discover that your staff members have hidden talents. When you delegate a task out, you may discover some of these. [19:50] - Be aware of what is already on someone’s plate before you give them more responsibility because burnout is a real problem in this industry. [20:32] - Lay out the groundwork with your team. New tasks are not replacements for your other responsibilities and staff members need to know that you will check in and follow up. Jen says to set up a time frame for when you will check in so it does not appear like you are micromanaging. [20:44] - If you are giving feedback, let them know that you are not micromanaging when you say to not do something or to do something differently. Odds are, you’ve made the mistakes already, so communicate this and assist. [24:13] - Think of the long term goals when you think of who to delegate specific tasks to. You don’t need someone who is committed to being in the veterinary industry for 20 years to manage your Facebook page. But someone mature and serious in the practice should be working on scheduling, for example. [26:24] - Jen shares how recognition impacts job satisfaction. [26:42] - Don’t just look at the amount of tasks and responsibility on someone’s plate. Look at the level of satisfaction gained when the tasks are completed. [28:56] - Just because you can do something, doesn’t mean you should be the one to do it. Your job as manager is to make sure things are running efficiently.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
Links and Resources:
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| 12 Apr 2022 | Managing Performance Expectations with Heidi Rizkalla | 00:27:08 | |
Do you find that all the details and policies in your practice are laid out but somehow people don’t know them? Are we laying them out clearly? This is a common issue among many practices and we aren’t holding everyone to the expectations we have of them. Today’s guest is Heidi Rizkalla and she joins the conversation this month to help us work on better communicating expectations. After setting those expectations and communicating them clearly, we need to be sure they are being followed so we can have a successful and smooth-running practice. Heidi comes to us from Johnstown Veterinary Associates in Pennsylvania with a background in education. She is clear about her expectations with newly hired employees, but she shares today that she is extremely clear with them even before they are officially hired. Listen on to find out ways you can improve communication of clearly defined expectations with your teams. Show Notes:[2:29] - During the interview process, if Heidi feels it is going well, the job description is shown to the candidate right away. [3:29] - Does a candidate have background knowledge of your practice? [5:16] - Job expectations are non-negotiable. [6:02] - “What other things can you bring into this position?” is a great question to ask. Look for people who can lead a team or a task. [7:03] - During an interview, ask the candidate if there was a question they would like for you to ask. [8:45] - Have very clear job descriptions and edit it over time to make it clearer. [9:46] - Heidi’s practice has a 3 month probationary period and makes it clear during that time if they are doing well enough to continue in the position. [11:40] - Setting expectations is one thing, but holding people accountable is sometimes tougher. [13:03] - In an effort to be empathetic, sometimes employees are not held to expectations. [14:28] - Sometimes you need to have tough conversations. [16:43] - Avoid speaking in generalities. [19:06] - You can’t argue with clear examples. [20:21] - Most times, people stay with a job or position for 3 years. Consider when hiring who may leave the practice or is someone to develop to stay. [22:37] - How can we shift someone back on track after an argumentative hiccup? [23:28] - When hiring someone, they are promising that they will meet job expectations. [25:01] - Self evaluations are valuable to employees and managers. [25:51] - Everyone needs to be on the same page. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: | |||
| 10 May 2023 | Staff Meetings | 00:23:59 | |
When it comes to staff meetings, we know they can be painful. Whether you are waiting for the same team member to show up on time, listening to complaints with no real solution in sight, or putting unrealistic expectations on yourself as a facilitator, we know that staff meetings don’t always accomplish what they should. You may leave staff meetings and ask yourself, “What went wrong?” Today’s guest is Katherine Rankin and she joins the VHMA Manager to Manager Podcast to talk about staff meetings and how to avoid some common problems. Katherine is a CVT and CVPM with over 20 years experience. She started out as a technician and worked her way up to practice manager who is frequently facilitating staff meetings. She offers a lot of great tips on how to manage these staff meetings and how we can utilize the expertise of other team members to help, enter with an open mind, and leverage technology to make sure no one misses a thing.
Show Notes:[2:09] - For some staff meetings, they can be broken into departments rather than having the entire staff in one at the same time. [3:45] - Late meetings and especially early meetings are not the best idea. [4:25] - No matter what, timeliness is an issue for some people on every team. [6:23] - Meetings need a solid facilitator but we don’t train people on how to run them. [7:46] - Katherine shares how they manage the agenda of a staff meeting. [9:07] - Is the meeting to air issues and complaints or is the meeting run with the intent of finding a solution? [10:54] - We can’t go into a meeting with the expectation that we have to solve all the problems. That is too much unrealistic responsibility. [12:45] - Team members should be able to present to the meeting. It is more engaging to listen to varying team members. [14:43] - In some situations, virtual meetings might work. But they aren’t as effective as in-person. [16:20] - The technology is available and simple to use. Record a meeting for a team member that can’t make it. [17:14] - Katherine shares some of the things that have not been successful in staff meetings. [18:21] - There is no one-size-fits-all for staff meetings. If something isn’t working, change it. [19:43] - Bringing in representatives from other teams to smaller department meetings can help clear up issues without wasting other peoples’ time. [21:02] - Be open and be able to listen. Be okay with other team members bringing in ideas.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
Links and Resources: | |||
| 15 Dec 2021 | Creative Discipline with Jessie Merritt | 00:30:55 | |
In this post-pandemic climate, we have discovered that discipline for not following protocol has changed. Managers are feeling the pressure to maintain these protocols and keep turnover rates as low as possible by keeping a happy and efficient team. It is certainly more complicated than it was pre-Covid and today’s guest helps us with her tips and passion for team dynamics. Jessie Merritt joins us today as the Practice Manager of Oswego Veterinary Hospital. She is active within the Veterinary Hospital Managers Association and in her 19 years as a practice manager, Jessie has found her strength in practice culture, team dynamics, and client retention. In today’s episode, Jessie shares how her practice has seen little turnover in the last couple of years and how she maintains healthy boundaries with team members. Although keeping these boundaries is important, Jessie is able to also show her genuine care and transparency in motivation to keep her team working efficiently and meeting expectations. Show Notes:[2:25] - In the beginning of the pandemic, a lot of performance measures were overlooked. [3:35] - Jessie shares how she was clear that these temporary conditions were not the new normal as offering grace was important during that time. [4:50] - Client service changed drastically for a while with curbside for a long while. [6:30] - Jessie explains how the changes in employment and the “playing field” have impacted the way she has conversations with employees. [8:23] - It’s one thing to offer raises or bonuses as they are earned but another to feel obligated to be forced to. [10:08] - The ripple effects of turnover is putting a lot of pressure on managers. [12:50] - It’s hard to have difficult conversations, but it is unfair to rely on others to pick up the slack of employees who are not meeting expectations. [14:20] - Jessie shares some initiatives to keep employees motivated and feel appreciated. [17:01] - Debbie suggests “birthday pay.” [18:14] - Jessie shares that they are fully staffed and have not had much turnover. [20:33] - Regarding documentation, Jessie explains that she prefers authentic conversations and brainstorming ways to help team members meet expectations. [21:21] - Choose your battles. [23:00] - Some practices still see Covid as a hindrance for attendance but things are looking much better in recent months. [25:04] - Transparency in motivation is important to Jessie and her team members know that. This creates trust and openness in conversations. [27:02] - Having conversations is more impactful than strong discipline. [28:10] - You can show genuine care for your team members while still having healthy boundaries. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources:
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| 21 Mar 2022 | Supporting Team Morale in Trying Times with Linda McCarthy | 00:24:11 | |
Two years ago, everything changed with the onset of the Covid-19 pandemic and truly, the world will never be the same. Now, two years later from those massive adjustments, morale could still be an issue. How can we as managers help boost morale and support the team during trying times? Today’s guest is Linda McCarthy, one of 2022 VHMA Emerging Leaders. She started as an assistant in 2003 and has worked her way into the management role at Cats Corner in Oxford Connecticut. She brings to us some great actionable tips and strategies to keep spirits lifted in the practice even when days are hard. Show Notes:[1:58] - Linda’s practice is still strictly curbside which makes things continue to be a bit stressful. [3:00] - People have been able to adapt and now flexibility is the norm. [4:18] - As many practices are adapting again to let clients in the building, there’s more adjustment for teams to make. [6:15] - Linda shares some strategies to boost morale during particularly rough days. [8:14] - There are a lot of things that are unpredictable everyday. [9:20] - Acknowledge emotions and need for space. [11:03] - Attendance can be a struggle during trying times. [13:51] - One solution to knowing attendance issues during Covid is to overstaff. [14:47] - Bring team members together to discuss issues. [16:05] - We all have things in common. Get to know everyone to help build morale. [17:53] - Connections don’t always happen organically. Managers need to put some energy into team building. [18:15] - Bonusly is a great app for supporting morale. [19:36] - There’s a chain reaction in recognizing team members. [20:18] - Gas prices being up is a stressor for employees. [21:30] - Remember that employees spend 40 hours a week with each other. Personal problems might come into play as we are all human. [22:49] - Part of the manager’s job is to praise and lift others up. Have a plan. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: | |||
| 25 Feb 2022 | Budgeting in Veterinary Practices with Lisa Yackel | 00:33:43 | |
Everything's better with a plan, right? And while it doesn’t seem like the typical time of year to talk about budgeting, today’s guest enlightens us that it is always the right time to budget. Lisa Yackel joins the VHMA Podcast today to show us why and how to implement a budget. Lisa has over 45 years experience in the field and has gone through many changes in budgeting over those years. As things continue to evolve for the industry, one thing remains consistent: it all starts with awareness. Lisa is a big believer in developing a team culture and explains the importance of communicating the budget in an educational way. When everyone is on the same page, plans are more likely to stay intact instead of fall apart. Lisa shares tons of great ideas so you don’t want to miss this episode to get your practice’s budget implemented successfully. Show Notes:[1:51] - Lisa shares about her background and how much depended on budgeting. [3:06] - In the past, veterinary practices weren’t truly considered a business. But over time that dynamic has changed and it’s necessary for a finance department. [4:47] - Educate the practice managers and owners about budgeting. [6:40] - Budget for things that people don’t always think about. [8:12] - It all starts with awareness, consistently, and culture. [10:06] - Veterinarians need a return on investments. Make a plan to ensure that happens. [11:47] - Once you budget for a year, it is not set in stone. Lisa adjusts the budget every month. [13:01] - How can you present a budget to the team? [14:33] - Lisa shares a story about a septic tank issue that impacted the budget. [16:50] - Translate to the team where money is going. [18:22] - Bring in games to meetings to help educate everyone on the budget. [20:22] - Creating a budget takes time but it is very worth the time invested. Lisa gives tips on how to get started. [22:36] - Sometimes ideas do not work out according to plan and it creates a budgeting problem. [24:19] - Budgeting needs to match the core values of the practice. [25:40] - It is important to practice what you preach. [27:16] - Debbie minimizes turn over with paid birthdays off and notes that you have to have staff morale written into the budget. [29:23] - Although not always the popular opinion, Lisa believes in efficiency. [32:05] - Budgeting is not all just numbers. There are strategies to think about. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources:
VHMA Web Page
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| 02 Aug 2023 | Providing Effective Feedback | 00:20:32 | |
Not everyone is naturally comfortable giving honest feedback. But it is important to remember that everyone deserves to receive it, even if it isn’t all positive. This is a hot topic in management right now and while the new workforce says they want feedback, what happens when it’s about things that aren’t going well? Today’s guest is Heidi Rizkalla, a CVPM in Pennsylvania. Heidi comes to us from Johnstown Veterinary Associates in Pennsylvania with a background in education and as the director of a non-profit. Now in the veterinary industry since 2013, Heidi has the experience in giving quality feedback by staying fair, firm, and friendly.
Show Notes:[2:16] - Management is a social act. Managers constantly give feedback. [3:13] - It shouldn’t be a surprise to anyone that they may sometimes get negative feedback. [6:22] - Have a conversation about expectations and evaluations right when someone is hired. [8:14] - Transparency is key. Ask questions and give honest answers. [10:20] - Be consistent with rules and feedback. [11:50] - People like rules and structure. [13:03] - Tone is a big factor in how feedback is received. [14:37] - Make sure feedback is direct and professional. [16:29] - Don’t be stingy with praise. [17:29] - Stick to being fair, firm, and friendly.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
Links and Resources: | |||
| 18 Aug 2023 | Client Service Matters | 00:29:31 | |
We all have that one team member that all the clients love. It seems to be their personality to simply get along with everyone and try to solve their problems. But are those qualities trainable? Kim Delaney says a lot of them are and she joins us today to talk about just that. Kim has been in the industry since she was a teenager, beginning as a kennel attendant and working into other various roles before her current role as the practice manager. In our conversation today, she shares her experience during the Covid-19 pandemic and the challenges that the practice experienced post-Covid. Ultimately, we know that the staff needs attention, but without clients, we don’t need staff members. We can’t have one without the other and while the “customer is always right” mentality might not be as true as we once believed, we know that building relationships with clients is the key to ensure their satisfaction in the level of care we provide.
Show Notes:[2:56] - Kim manages a family practice that has seen a lot of changes and challenges in the last three years. [3:45] - One thing she is seeing is the influx of first time pet owners. [4:58] - Post-curbside, a challenge they saw immediately was the lack of experience in face-to-face service from newer team members. [6:38] - Put yourself in the client’s shoes to understand where they are coming from. [7:40] - Kim shares an experience with discovering why a client was behaving the way she was. [9:42] - It’s not about us and it’s not even about the client. It’s about the pet. [11:43] - Open discussion is important at the practice. [12:51] - Use the personal experiences of others and how other people have handled situations to help prepare for future conversations. [14:29] - There’s a lot to juggle when you wear a lot of hats. [16:41] - Client service goes throughout the entire practice. [18:26] - Someone spreading negativity about clients can bring the whole team down. [20:23] - Difficult conversations sometime need to happen. How do you have these conversations? [22:13] - Challenging clients will come in, but we have to remember that we are here for the pet. [24:05] - Remember how you would feel if this was yourself. [26:28] - Cross communication can support client service.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
Links and Resources: | |||
| 26 Mar 2021 | Technician Utilization with Dr. Kate Harnish | 00:27:15 | |
Everyone seems to always need technicians. What are the reasons technicians come and go or we can’t seem to find the right fit for our practices? It is a difficult question to answer at times, but should you hire someone who is already certified, train someone you already have, or go out on a limb and hire someone completely new and uncertified? None of those are bad options, but there’s one major key in hiring and keeping a good technician: proper training.
Today’s guest is Dr. Kate Harnish and just like previous guests, she is a real doctor in real practice implementing the strategies she shares with us today. Kate owns a practice in Pennsylvania with a team similar to many. She serves on the board of the Pennsylvania Veterinary Medical Association. She received her CVMP in 2019 and was awarded the VHMA emerging leader scholarship in 2020.
Listen on to find out how Kate has been successful in finding, investing in, and keeping great technicians for her team.
Show Notes:[2:26] - Regarding finding a technician with the right skills, Kate finds the best through hiring students and investing time and resources into training them. [3:30] - Debbie agrees and shares that she has also had a good experience with doing the same thing. [4:57] - The biggest difference that Kate has seen is that hiring students or recent graduates in the field are career-minded and driven. [6:06] - Wherever there are value-added services, technicians play a critical role. Kate lists several of the services that they can shine and help grow your practice. [7:27] - It takes a commitment of time and money to go through a technician program and take exams. Doctors need to properly train and utilize their skills. [8:03] - One of the biggest reasons for a technician leaving practice or the profession is that they are underutilized. Kate advises delegating properly. [8:39] - Kate gives the four things that she makes sure her technicians are trained in and what she delegates to them. Listen, assist, collect, and monitor are the four steps for technicians. She describes each one of these in detail. [10:30] - Kate doesn’t consider a technician fully trained until it has been a full 12-18 months and that does not include the time with them as a student. [10:59] - If you put the time in and repeat yourself kindly and patiently, you will have a great technician in a year. [12:04] - In the early days of a newly hired technician there is an acclimation period that could last a long time. [12:38] - Kate shares the story of a technician she hired from being a student in the beginning is now an associate. If you take the time to train, you may be guiding someone in their best direction. [14:27] - One big problem is technician pay. Many leave the job because it doesn’t pay enough. [15:07] - There is proof that shows that the well-paid technicians bring a lot more to the practice. [17:02] - Debbie shares how she discusses raising pay and how technicians can help themselves by being open to new approaches with clients. [18:40] - There are three ways Kate likes to reward technicians after she has paid them as much as she can afford. They are food, social events, and special items with their name on them. [19:20] - Keep technicians satisfied, well-paid, and utilized and they will stick around. [21:25] - If you are taking on students, you know you are hiring someone who is in for the long haul. If you are hiring someone who doesn’t have past experience or isn’t a student, you still need to invest time and resources into them and push them towards certification. [23:18] - Even as frugal as most practices are, Kate and Debbie advise to invest in technicians and proper training because you will see the return. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources:
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| 06 Nov 2024 | Conflict Resolution | 00:28:48 | |
Conflicts are inevitable in a busy work environment, and misunderstandings or drama can quickly drain energy and impact everyone’s day. However when managers are equipped with strong conflict-resolution skills, they can steer these challenges toward positive solutions, enhancing team cohesion and overall morale. Joining the podcast today is Rebecca May, a Practice Manager from Greensboro, North Carolina. Rebecca started her career at the front desk, trained as a veterinary assistant, and later returned to college to prepare for her management role. She’s passionate about change management and helping team members realize their potential. In her experience, conflicts often arise from mismatched role expectations and around patient care. She’s learned that skills like resiliency, adaptability, and emotional regulation are critical in creating a supportive team environment. Throughout this episode, Rebecca shares her approach to building a culture of open communication, where team members can work through conflicts in healthy ways. From diffusing tension with humor to focusing on proactive training, she provides actionable strategies that can make a difference in any practice. Rebecca believes that conflict resolution, like any other skill, can be learned and developed over time, turning everyday challenges into growth opportunities for the team.
Show Notes:[2:26] - Team conflicts happen the most when there is a mismatch in what members believe expectations to be , including with patient care. [4:08] - Conflict happens everyday. Rebecca shares how conflict resolution became a strength of hers as a manager. [5:31] - Team members come and go a lot more these days than they used to. This means that employees are constantly getting used to new people and their skills. [8:59] - Resiliency and Adaptability training are extremely helpful and important. [9:59] - Emotional regulation is not innate in all employees. Rebecca shares some strategies. [13:46] - It’s important not to project the emotions we are feeling onto others. [15:07] - Interestingly, some well-placed humor can make a huge difference. [16:05] - The person is probably not the problem, but it is human nature to focus on the person. [19:40] - Proactive conflict resolution training is a game-changer. [20:19] - Conflict resolution is a skill that can be learned and practiced, just like any other job skill. [23:06] - We don’t always know what’s going on in someone’s life to cause them to act in a certain way. [24:50] - As a default, most people are conflict avoidant. [26:17] - Rebecca describes meetings on conflict resolution and how team members can come together and agree upon effective solutions.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 23 Sep 2020 | Local Manager Groups with Patrick Fabricatore | 00:25:08 | |
What is a local manager group and how impactful are they? In my experience, a local manager group is a game changer and with our guest today, we will go over some tips on getting started and the impact it has had on our practices and communities.
Today’s guest is Patrick Fabricatore, a hospital administrator in the business for 25 years in Pennsylvania. He has his bachelor’s degree out of Pennsylvania State and his masters from University of Scranton. He is a Certified Veterinary Practice Manager (CVPM) and is an SHRM Senior Certified Professional. He also founded the Delaware Valley Managers Group which he will be discussing with us today.
It is my hope that after listening to today’s episode that you are inspired to create or join a local manager’s group to better your profession and practices within your community. Be sure to check out the VHMA’s website for more resources.
Show Notes:[2:21] - Debbie and Pat’s groups got started in completely different ways. Pat shares his experience with starting a manager group. [4:10] - Pat began reaching out to local managers in the region and their first meeting was for 8 people at a restaurant which was a great start. [4:50] - Debbie’s manager group began when she realized how beneficial they are after attending a conference. She sent out an email to every practice for 6 months. Over time, it has fluctuated in how many people came. [5:30] - In Debbie’s experience, some managers are hesitant to join a manager group because of the misconception that the other practices will “steal their techs,” which Debbie explains isn’t accurate. [6:30] - Pat’s group has a planning committee which helps keep the group’s transparency and makes sure that no one person is in charge. [7:27] - After attending an amazing conference, Pat was inspired to start a group and upon inviting people, no one declined. [8:10] - When meeting through Zoom, Pat’s group discusses some great ideas and best practices. [8:30] - You can keep all this information to yourself and be an island but nobody wins that way. Everyone in the group is coming together to make the profession better. [9:30] - In Delaware Valley, most of the practices are rural and the group grew out of need. It isn’t about the size of the group, it is about creating a management community out of local need. [11:07] - Pat and Debbie both use apps to keep in touch with their group members. [12:30] - Debbie shares a story about how sharing the information of a local IT guy in her group gave him new clients and it strengthens the relationship between practices and other local businesses. [13:30] - Debbie’s group meets for breakfast one day a month. Lunchtime is a difficult time for managers to get out of work in the middle of the day and dinnertime is inconsistent as well due to work responsibilities. [15:01] - Several people have reached out to Pat’s group asking for support and mentoring. [17:02] - Over time, Pat and his group members learned what was best for them in regards to when to meet, where to meet, and what sponsors or vendors they should invite. [18:36] - A staffing agent came out to speak to Pat’s group and made a powerful presentation. Pat and Debbie discuss its impact. [19:07] - If we’re not looking outside of our industry, we’re limiting ourselves. [20:07] - It is important to learn what’s happening locally in all industries. Have an open mind. [22:05] - It is also a good idea to look back at past topics and ask what members want to talk about periodically to stay relevant to your audience.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 04 Dec 2024 | Fun with KPIs | 00:29:45 | |
Welcome to today’s episode, where we're diving into one of the trickiest but most essential topics for all practice managers—KPIs and the numbers that drive practice success. Financial goals can be a sensitive subject with the team, leaving managers hesitant to address the topic for fear of being seen as “only caring about money.” However, achieving financial health and efficiency is a team effort and not something managers can do alone. Today, we’ll explore how to make these financial goals meaningful and achievable for every team member with ways to create a sense of shared responsibility. Our guest is Marian Rowland, a seasoned CVPM and regional manager for NVA in South Carolina, who oversees seven veterinary practices. Marian’s journey started at the front desk as a receptionist, to use KPIs to create transparency, engage her teams, and make financial metrics accessible and actionable. From selecting key numbers that matter most to each role to aligning financial goals with patient care, Marian offers practical strategies for turning KPIs into tools for motivation. Join us as we break down numbers that matter and learn how to make KPIs an empowering part of your practice management.
Show Notes:[2:19] - There are some numbers that are more important when communicating KPIs with the team. Some numbers may not prove as important in decision making. [3:59] - When Marian is looking at numbers, there are some that stand out to her as a regional manager. [5:38] - Numbers are also impacted by clientele. Each practice has a unique population of clients and not everything will work the same for each of them. [7:08] - Managers have the responsibility of presenting KPIs to practice owners as well and being able to explain them. [9:33] - Every team member has measurements (numbers) that are drivers for their role. [12:14] - How often should numbers be reviewed and shared out? It depends on the staff member’s role. [14:01] - Marian describes a situation where explaining KPIs helped her gain advocates for her cause. [17:50] - Marian describes some KPIs and goals she uses as a regional manager. [20:05] - There are some goal tracking strategies that are cliche but effective. Visual tools are really helpful. [23:20] - Connecting KPIs and financial goals to patient care is key. [27:09] - Numbers don’t lie, they tell a story. As a practice manager, it’s important for you to know the story.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 04 Feb 2023 | Is Remote Work Possible in a Veterinary Practice? | 00:26:23 | |
The last few years have made remote work a reality for many industries. But is it really possible in a veterinary practice? Today’s guest says it is possible! In this episode, you’ll learn how we can apply remote work to this industry and find ways to be flexible enough to keep employees while being good stewards for the practice as a whole. Today’s guest is April Allen who started her career as a zookeeper before transferring into the vet world in 2007, into her current practice in 2010, and as a practice manager 9 years ago. Then, she didn’t know the challenges we would face amidst the Covid-19 pandemic. Now she has found that her focus should be to facilitate further education and to provide a positive work environment for team members. For her practice, this includes work from home opportunities and that has been a game changing idea especially during our current hiring crisis.
Show Notes:[2:27] - If it hadn’t been for the experience with Covid, April’s practice would not be equipped for work-from-home opportunities. [3:42] - April describes the game changer when it came to the phone ringing off the hook during the first year of the pandemic’s changes. [5:07] - April shares a story of a team member that originally started remote work as a receptionist using the new phone system. [6:37] - Give it a shot! If we wait till we understand how something works completely, we will never take the opportunity to try something new. [8:20] - Through trying this new remote position and experiencing its success, April and her team are more open to finding new innovative ideas for remote work. [10:25] - One of the concerns for remote work is making sure that tasks get done and people don’t get distracted at home. The key is developing a relationship with trust. [12:03] - How do other team members feel like coworkers working from home? [14:51] - Having a consistent person working on specific tasks and phone calls takes a lot of work off other team members and creates continuity with clients. [16:25] - April explains how they stepped into the new phone system and what solutions they found, including things they already had that were being unused. [19:04] - April’s practice is now utilizing technology more and more and in a way that they never considered before. [20:10] - Being open minded makes the biggest difference. [21:05] - We need to consider this option to retain people. This can be a game changer during the current hiring crisis. [22:56] - There is also still a stigma and misunderstanding around remote work options.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 24 Aug 2020 | Team Morale in Turbulent Times | 00:20:34 | |
What happens when the overwhelming case load, staffing shortages, and client stress clashes with your personal life? You are not alone. For over 30 years, the VHMA has worked to offer support and education for those in your unique role. This podcast is designed to tackle the universal issues that keep you up at night. I’m Debbie Hill and today’s episode is about team morale in these unprecedented and turbulent times. Today’s guest is Susan Driever who is a manager in the Houston area. She and her husband own a practice together and they are also raising a family in the midst of new challenges. Susan has some fabulous ideas and inspiration in helping managers boost team morale. What can we do as leaders to ensure that our team feels supported?
Show Notes:[1:15] - Susan Driever is a manager in the Houston area who owns a practice with her husband. She is also raising a family during this stressful and turbulent time. [1:54] - Something important to keep in mind during this time is that everyone’s world has been turned upside down. All of our routines have been thrown out the window and we’ve had to make major changes. [3:07] - Having to go curbside has made the profession feel somewhat detached when normally it has a very personal feel. Frontline staff are used to building relationships with clients and that has been a challenging shift. [4:30] - Sometimes work is an employee’s safe place. Everyone’s situation is different and as a leader, Susan checks on her team consistently to make sure that employees get an opportunity to reset. [5:39] - Susan explains a decision she made as a leader to be sure that her team members had time off to recharge. [6:19] - Paid time off is often viewed as too costly, but it is best not to wait till your team is in dire need of a break to offer that kind of support. [7:31] - Susan set aside some after hour time to sit in the lobby with her team and let them vent. That connection with each other through shared trauma is powerful. [9:29] - The little gestures make a big impact and send a supportive message. Things as simple as an ice cream day could boost morale substantially. [11:45] - Susan shares a story about giving a new task to a particularly creative team member that sparked new creativity and re-energized her. [13:30] - Another manager had the idea of encouraging team members to share their wildest experiences of the day with each other and whoever has the wildest one wins a small prize. This encourages team members to vent and communicate their feelings through shared camaraderie. [15:10] - Susan is excited about the idea of using a dry erase board as a praise board where she will pick an employee for team members to share encouragement and support. That sense of community is so important. [16:07] - Some leaders forget that their role is to boost other people and to teach them how to praise each other. [17:11] - The thank you that you get as a manager is not what you will expect. You need to find your own “thank you” in seeing your team succeed.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 18 Jun 2021 | Employee Communication and Personality Styles with Melissa Benway | 00:30:35 | |
Today’s guest is Melissa Benway, a CVPM at a three doctor practice in Michigan. She was invited to the show today to talk about something incredibly important and impactful: communication. This means communication between employees and with clients. Oftentimes we have miscommunication or poor communication skills in our team. What can we do as managers to make sure that communication is effective?
Personality styles go hand-in-hand with communication and Melissa Benway has a lot of great tips to make sure that we are 1) hiring the right fit personalities for a strong but diverse team and 2) communicating with each employee effectively.
Melissa is the perfect person to chat about this with as she is passionate about management and learning as much as she can at all times. Listen on to our conversation about communication and personality styles and see if there are any tips and tricks you can bring back to strengthen your team.
Show Notes:[1:42] - We all have so many different types of employees and Melissa believes that is what makes things fun. [2:23] - Ineffective communication is what causes 90% of the problems in the workplace. [3:13] - Communication is a trainable skill. [3:53] - Melissa uses different breeds of dogs as examples of client personalities to make it easier for employees to understand and work with. [6:15] - From a management aspect, Melissa loves the strength binders as quizzes for her to review to make sure she understands each employee. [7:21] - It is important to review personalities and team member strengths periodically. [8:29] - When hiring, it is important to look for a good fit regarding personality style. [10:02] - Everyone thinks they have the right personality style, but being able to recognize your strengths and weaknesses are crucial for communication. [11:06] - Melissa shares an experience regarding miscommunication in her practice. [12:18] - There’s a lot of coaching that goes with communication skills. [13:45] - Debbie shares how many managers feel they can “fix” people. But really, it all boils down to personality styles and communication between employees and clients. [15:24] - We have to remember that we know the ins and outs, but clients don’t. [16:18] - Sometimes shifting tasks for those who communicate with clients all day can benefit employee stress levels. [17:20] - Melissa does not believe that personality styles don’t really change but you can recognize your personality traits and manage them. [19:21] - Debbie admits that when she started in her first position, she knew nothing about the industry or animals at all. But someone believed in her. [20:05] - It is part of a manager’s job to bring out the best for each employee. [22:01] - Regarding communication failures due to personality styles is a topic there isn’t a cut and dry answer for. [22:40] - Melissa shares the success of “morning huddles” and describes how they work. [23:57] - The morning huddle isn’t just good for clear communication but it’s good for morale and teamwork. [25:36] - Personality styles and communication skills will show the best and worst about each person. The best thing to remember is that everyone is different. [27:58] - From a manager’s perspective, it is important to look at personality styles and invest in learning about each person you work with.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 16 May 2024 | Transitioning from Coworker to Manager | 00:35:01 | |
Today we’re chatting about the manager role and the diverse pathways that lead individuals to this position. While practices are increasingly hiring managers from outside the organization, internal promotions are still frequent and possible and play a significant role in shaping leadership teams. Without debating the pros and cons of how we find managers, today we are discussing that transition from co-worker to manager. By gaining insight into the challenges and establishing a solid starting point, we can prepare new managers to succeed in their role. Joining today is Andrea Cruz. Andrea is an RVT Practice Manager in Long Beach, CA. Andrea's journey into veterinary management began with aspirations of becoming a veterinarian, which evolved into a passion for the RVT role as she gained hands-on experience and honed her interpersonal skills. Now, as a practice manager, Andrea finds immense fulfillment in mentoring and empowering her team to reach their full potential. Throughout our conversation, Andrea will candidly share her experiences navigating the transition from colleague to manager, offering insights on maintaining professional boundaries, fostering trust, and overcoming challenges such as imposter syndrome.
Show Notes:[2:18] - Andrea shares how she became an RVT and her early experiences. [4:22] - Shifting from a co-worker to a manager was hard on a personal and professional level. [5:59] - Balancing a friendly relationship as a manager can be a challenge. [9:28] - There are many resources that can help managers improve their work and expectations need to be clear. [11:30] - Setting clear boundaries is crucial. [13:26] - We underestimate the power of trust. [15:24] - During the transition into a leadership role, the most resistance Andrea received from teammates was when she implemented new protocols. [18:10] - There are ways to communicate expectations without feeling like you’re coming down on people. [20:22] - You need to have a solid network of people who support you. [21:25] - Imposter syndrome is something a lot of new managers may struggle with. [24:35] - Sometimes you won’t know how to deal with an issue until you do it. You will probably not be prepared for everything.It is a journey. [26:11] - When bringing in new leaders, step into a mentorship role and encourage open communication. [29:17] - There’s a common misconception that managers and those in leadership need to know and excel at everything. [31:15] - Don’t forget about your team and their needs. You’ve been in their position and are now able to help them grow.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 05 Jun 2024 | Open Book Buzz: Demystifying Business Transparency | 00:28:13 | |
Welcome back to the VHMA Manager to Manager Podcast! Today, we're diving into an interesting aspect of veterinary practice management: open-books management. Join us as we explore how sharing the financial side of the practice with all team members, even the "non-numbers" people, can lead to greater engagement, accountability, and success. Our guest for today's episode is Kristen Norris, a seasoned CVPM Practice Manager based in Texas. With 14 years of experience in her current practice, including a decade as a practice manager, Kristen is passionate about creating a work environment where team members feel empowered and valued. She firmly believes that fostering transparency and open communication about the practice's financial health is key to achieving this goal. In this conversation, Kristen shares her insights into how KPIs can help everyone understand their role in contributing to the practice's success. From posting scoreboards in prominent areas of the practice to integrating financial discussions into daily operations, she offers practical strategies for effectively sharing financial information in a way that resonates with team members. We'll also explore the importance of tailoring the information shared to each individual's role and how this approach can lead to increased buy-in and engagement across the team.
Show Notes:[2:19] - Open-books management does not mean opening the checkbook for everyone. It means being transparent about the health of the business and letting staff feel involved. [3:24] - Kristen describes the scoreboard she has posted in the main area of the practice that provides a snapshot of the health of the business. [5:51] - It’s important to take the opportunities to show and talk about how much things cost. [7:54] - Sharing financials can make a big difference, but we have to be able to explain them in ways that the staff can individually understand. [10:46] - Some patient care goals can be connected to numbers. [11:49] - Share different measurements and how they apply to what we provide to clients. Earning money for the practice is not something to be ashamed of. [14:58] - When it comes to new hires, sharing some data and numbers can improve their onboarding and understanding of their new role in the practice. [17:05] - Leadership can communicate successes in a similar way to team sports. [18:55] - It is important for associates to know how they are doing in the practice and sharing numbers can communicate that clearly. [22:29] - In years past, scripts were commonly used. Now we go with a more relaxed approach, but sometimes we miss some information. Talking points can help. [24:14] - Celebrating goals does not have to be huge expense. Simple celebrations when goals are met are effective and appreciated. [26:19] - If you want your team to be involved, you need to provide ways for them to be involved.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 03 Jul 2023 | Improving Staff Retention with Stay Interviews | 00:21:40 | |
It’s not news that keeping good employees takes focus and often managers are blindsided when a seemingly quiet and content employee leaves stating that they just can’t take it anymore. How did we miss the signs? How could we prevent that from happening over and over again? Today’s guest is Kim Hettinga who is a practice manager in the industry for over 25 years currently in the Seattle area. Kim implements quarterly stay interviews that have changed the way the practice runs. They not only provide necessary feedback to leadership but they develop a culture of trust and honesty throughout the entire practice. In our conversation today, Kim shares the ins and outs of implementing stay interviews and how they have impacted the practice in the best way possible. Exit interviews gather information after they leave, but how honest will that feedback be?
Show Notes:[1:53] - Kim was fortunate enough to work for a practice that focused on staff retention. [2:56] - Stay interviews help with getting in front of losing employees. [3:52] - We miss an opportunity without a process like stay interviews. [4:42] - Every team member needs to feel valued and stay interviews take maybe 15 minutes. Kim recommends them quarterly. [6:04] - The key to this is to not use the time as a problem solving session. Kim shares the five questions she uses every time. [7:26] - Kim has always been fortunate to get honest feedback. [8:54] - Employees need to feel safe in sharing their honest thoughts to each question. [9:40] - Sometimes the thing an employee needs to keep them on board is something simple. [11:10] - What happens when there is an employee that is really angry and finds their voice during a stay interview? [12:16] - Give disgruntled team members a realistic time frame in which some of their issues can be addressed. Acknowledge their frustration. [13:54] - Kim does stay interviews with every single person in the practice. [15:04] - There are some people who will not be optimistic about their experience due to past experiences with leadership follow through. [17:18] - Over time, Kim narrowed down the type of questions that resonated with the team and met their needs. [18:12] - Stay interviews are opportunities for connection. To get started, just jump in and do it. We have to invest in our team.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 12 Jan 2021 | Translating the Numbers - KPIs to Monitor with David Liss | 00:35:04 | |
Happy New Year! It is my favorite time of year because we get to dig into numbers. Not everyone feels this way, of course, but it is one of my absolute favorite things to talk about. But once we’ve tracked our numbers and have seen our data, how can we discuss them with non-number people? We have to be able to translate the numbers in a meaningful way to see growth, but how?
To answer this question, I’ve asked David Liss to speak with us for this episode. David has a background as a Veterinary Technician Specialist working in an ICU practice for more than ten years. He also was an ER department and hospital manager for two 24-hour practices and led the Platt College Veterinary program as Program Director. Today, he and I talk about numbers and how these numbers can be meaningful to specific team members. They can boost energy and are a fabulous tool to boost numbers for the new year.
Show Notes:[1:45] - Debbie and David love this time of year because she loves working with numbers and spreadsheets. [2:37] - The problem for managers is to translate these numbers to those who don’t “speak the language.” [3:14] - It is recommended to think about the 5 W’s when giving information to your team. [4:29] - As a manager, David likes to zoom way out and look at the biggest numbers. [5:18] - David likes to see qualitative data and explains what this looks like for him when he digs into numbers. [6:19] - The translation of these numbers is the most important thing because specific points of data are important to different team members. [8:48] - David and Debbie discuss lab revenue data and the changes coming with where revenue will be coming from this year. [10:16] - There’s two ways to make more money. You can do more or charge more and Debbie points out that there’s a cap to how much you can charge before you lose clients. [12:20] - To the people who are medical, these talks about numbers also include talks about clients and compliance. [13:26] - These conversations turn into an eye opening experience for many employees and David says it can boost energy for them to try to get clients compliant. [15:26] - The staff already knows the gross income, but the costs are even more important. [16:57] - David describes an exercise he did with his team and the kind of point it made regarding costs. The exercise made a big impact on staff understanding. [18:49] - Share enough of the numbers that makes it apparent where that income is going. [20:18] - To tell staff that they need a certain percentage of visits in a year, it seems unattainable. But to tell staff that 1 or 2 more of something per day is doable and adds up in a year. [22:08] - Debbie and David discuss the high costs of new equipment and how to translate numbers to technicians on paying for it through services. [23:01] - David expresses why managers tend to feel guilty when talking about money. [24:10] - The purpose of the vet clinic is not to make money. It is to care for animals. But you have to make money to do that and you have to step into power a little bit in order to achieve that goal. [26:32] - The message is to break down these numbers to match the team member. What job do they do and how can these numbers change how they approach their job? [28:46] - The cool thing about KPIs is you can develop your own. Every practice is different and the KPIs that you track depend on the needs of each practice. [30:18] - There’s a lot of meaning when you track certain numbers for specific doctors, techs, or office staff.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 15 Feb 2024 | Community Marketing | 00:28:03 | |
Welcome to an insightful episode about the power of community involvement in veterinary practices! In today's society that searches for connections, traditional marketing models just don't cut it anymore. People want to engage with businesses that share their values and actively contribute to their communities. That's where participating in local events and community projects comes into play. From supporting local sports teams to getting involved in people-helping-people initiatives, the benefits of community engagement for veterinary practices are vast and tangible. Join us as we dive into the experiences and insights of Suzy Berry, a practice manager from Central Florida who was recognized as the 2023 Practice Manager of the Year. She shares firsthand experiences of how participating in programs like Skill Bridge, which matches departing active-duty military personnel with training, internship, and career-change opportunities, has not only benefited people in the program but has ignited a new passion in existing team members. Throughout this episode, Suzy emphasizes the importance of embracing partnerships and building long-lasting relationships within the community. From volunteering at local events to attending career fairs, she describes the opportunities that arise when practices actively engage with their communities. So, whether you're a practice manager looking to inspire your team or a veterinary professional seeking new avenues to grow exposure, this episode offers invaluable insights into the transformative potential of community involvement.
Show Notes:[1:58] - Suzy shares the experience of hiring someone who was active military that opened the door to an opportunity called Skill Bridge. [4:36] - Training is not typically something team members are excited and eager to do. [6:25] - Training the Skill Bridge interns has ignited a new passion in existing team members for training as these former military members bring a strong work ethic and excitement for the job.. [9:14] - Skill Bridge isn’t the only community involvement endeavor Suzy’s practice has. [11:42] - We can do so much more if we embrace partnerships. [12:53] - It is easy to build long-lasting relationships when the mission is the same. [15:02] - Suzy explains that in her experience, there haven’t been a lot of problems with getting staff volunteers for community events. [16:46] - You never know what kind of connections you might find when you participate in community events. [18:18] - Suzy describes the different events they do every year as well as some of the smaller opportunities that pop up throughout the year. [20:11] - Another huge event that Suzy’s practice attends is the UF Career Fair. [21:28] - Community events have outcomes that you don’t always expect. [23:38] - There are different ways to learn about community events, and Suzy recommends touring shelters and offering your connection. [24:58] - Poll your staff on where they would like to volunteer. You will gain buy-in and they may know of different opportunities to participate in community events.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 10 Apr 2023 | Inventory | 00:29:58 | |
Especially in the last couple of years with seemingly constant supply chain issues, maintaining an inventory has been a problem. Increases in the price to maintain an inventory hasn’t helped the problem either and we have an ongoing issue in keeping shelves stocked without breaking the bank. Let’s talk about ways we can not only maintain stocked shelves, but create systems that work for the entire team to communicate inventory needs. Alex Flinkstrom joins us to talk about this topic. He has been in the veterinary industry for 25 years and is currently the Practice Manager at Lunenburg Veterinary Hospital in Massachusetts. Alex is passionate about helping people find solutions to problems and this ongoing problem in the industry needs the solutions he’s got to offer. Listen for ideas on how to help solve this problem for your practice.
Show Notes:[2:22] - Maintaining supplies is hard for various reasons. Small practices may even struggle with space in keeping bulk inventory. [3:32] - Some items can be maintained in a computer system, but not every little thing needs to be tracked that way. [4:16] - Alex recommends having a central stock location. [6:19] - There is a learning curve for the team to know what is kept in stock consistently and what they will run out of quickly. [8:57] - A tagging system is a good way to notify managers of things that aren’t frequently ordered that need to be restocked. [10:09] - Use your team’s strengths. Alex has an employee that is a former chef that uses his previous career skills to maintain inventory. [12:42] - Alex also makes sure to do spot checks on inventory from time to time. [15:04] - Accurate inventory is also tied directly to patient care especially when it comes to ensuring the correct dosage. [16:50] - Things being on backorder can be a sticky situation. [18:08] - Having a network of other practices to communicate when things they are ordering are on backorder or when things are back in stock, keeps us on top of it. [20:07] - Sometimes changing the person who does a count makes a difference. Multiple pairs of eyes can be helpful. [23:01] - The benchmark to look at differs per practice. [25:22] - What are Alex’s ideas on end of year counting? [27:30] - If your inventory isn’t what you want it to be, start small and build over time to see what works.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 18 Sep 2024 | Enhancing the Client Experience with Technology | 00:29:36 | |
Welcome to today’s episode, where we explore the impact of technology and apps on veterinary practices. While new tools often seem like the perfect solution for modernizing operations, it’s essential to ask whether they truly benefit our clients or are just shiny distractions.
Our guest, Kyle McAllister, a Certified Veterinary Practice Manager from Charleston, South Carolina, has been in the field since 2009 and is known for his willingness to explore new technology. Kyle shares his insights on choosing tech that genuinely improves both client experience and practice efficiency. He emphasizes the importance of thoughtful implementation, measuring success, and communicating with clients to gather valuable feedback.
From automation to two-way texting, Kyle discusses the features he finds most beneficial and offers practical advice on trying and implementing new tools with staff buy-in. If you’re looking to make informed decisions about technology in your practice, this episode is a great place to start.
Show Notes:[2:07] - Technology should have a dual benefit. They should have solutions for both the client and the practice. [3:09] - Automation is something that Kyle looks for in new platforms and apps. [5:28] - When we learn about new technology at conferences and see the demos, we need to ask the questions and think about your demographic. [7:20] - Be open minded, but go with your gut. [8:04] - It is easy to fall behind in this industry when we get too comfortable doing things the same way. [9:30] - Kyle describes how he presents new technology to the team. Be thoughtful about implementation. [12:14] - The audience for practice apps is growing, but apps are not the solution for every client. [15:20] - Kyle discusses ways to measure the success of apps and new technology implementation. [17:58] -Discuss new implementations with trusted clients to see what they think about a new system or experience. You may be surprised by their feedback. [20:18] - Set expectations before and after a new implementation. Push through the discomfort period of change. [22:56] - There are costs to consider with new technology. If you connect it to payroll, you may find the costs lead to more time and efficiency. [25:09] - For the client experience, Kyle’s favorite technology feature is two way texting. [27:15] - You can try anything for 90 days. If it isn’t working, you can roll it back. Take the time to get staff buy-in before you begin a trial.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 02 Oct 2024 | Team Engagement for Better Compliance | 00:26:07 | |
As practice managers, we know how crucial it is to get our teams on board with compliance goals, ensuring we offer the best patient care possible. Our vendors often provide education and training year after year, and while the content is informative and valuable, many practices still struggle to see real progress. What’s missing? Today’s guest, Lindsay Shelton Webb, believes the key to unlocking that forward movement lies in team engagement. As a practice manager herself, Lindsay is passionate about the professional growth of her staff and finds great fulfillment in helping them succeed during challenging times. In this episode, Lindsay shares how she took a fresh approach to compliance training, using a creative Olympics-themed program to tackle the pain points her team was experiencing. By making the process fun and competitive, she saw increased participation, communication, and enthusiasm from her staff, all while staying focused on the ultimate goal: better patient care. We’ll explore the importance of understanding the “why” behind compliance goals and how making the training engaging can shift the culture within your practice. Lindsay will explain how tracking progress and celebrating small wins can lead to big changes in the long run, and she’ll offer insights on how to handle team members who may be resistant to even the most engaging methods.
Show Notes:[2:15] - This year, Lindsay did themed compliance education around the Olympics. She started by finding the pain points that staff members were experiencing. [4:22] - If we don’t offer what the patients need, we are doing them a disservice. It’s not about “selling” medication or prevention. [5:54] - Lindsay describes how compliance training became extremely engaging and positively competitive among team members. [8:11] - You can track the forward movement and the impact of compliance. [10:28] - Even with the most engaging and fun techniques, there may be some team members that won’t be interested. [13:31] - It’s important for team members and clients to understand the “why” behind the “what.” [16:34] - The Olympics theme was a huge success. Lindsay shares some of her other ideas for themes that she plans to use in the future. [19:41] - A point system forces team members to communicate. [23:07] - It is exciting to learn that team members are excited for the next themed event.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 05 Oct 2023 | Preventing Theft & Embezzlement | 00:34:17 | |
Theft and embezzlement are a sad reality that many practices face. While we may not be able to ever eliminate the problem, there are certainly things we can do to proactively prevent the mishandling of practice resources. No one wants to work with an untrustworthy team but the truth is some people lie and some people steal. It’s important to protect the business and it will require oversight even in the face of trust. Today’s guest is John Cunnington, MBA CVPM who works as a Regional Director of Operations for VCA Hospitals. He has been in the industry for many years and is passionate about helping hospital teams reach their goals. In our conversation today, John shares examples of theft and embezzlement that he has seen and how they might have been prevented. He also explains that no matter what protections we have in place, it may still happen. What do we do in that situation? John gives a lot of great tips on how to handle this uncomfortable situation to help you be prepared for this possibility.
Show Notes:[2:34] - Over the years, John has seen a lot of money stolen and when he first got into veterinary medicine, he was surprised how things like this unfold and that the culprit was often in management. [4:18] - There are several reasons someone may decide to commit theft. Some may feel entitled to the money, some could be driven by the thrill, some find themselves in a bind. [6:54] - Debbie shares an experience with a manager who gave herself a hefty raise without authorization. [8:29] - John believes that when employees feel respected and are being paid a decent living wage, it could decrease the risk. [10:20] - Being friends with your team members is fine, but it is possible to become too chummy and they may feel like they can take advantage of the relationship. [12:10] - You don’t want just one person in charge of all tasks in a specific area. There needs to be cheques and balances. [14:56] - Asking questions about money inconsistencies can be uncomfortable but important. People need to know that you are looking. [16:40] - Large scale thefts and embezzlement generally start small. [18:27] - Be prepared for these possible reactions in the conversation with a theft suspect that you are confronting. It’s important to stay calm. [19:40] - Even if they feel that they have a reason for their action, you need to hold firm. Theft is still wrong. [22:09] - Debbie shares an experience in knowing a theft had taken place but no one would come forward. The police were called to get to the bottom of the matter. [24:14] - Generally speaking, stolen money is probably not going to be returned. [25:52] - Cameras are always a good idea to have in place. [27:45] - Employees need to know that the cameras are there for their safety as well. [29:15] - As leaders of a practice, it all starts with a conversation. Be open about the checks and balances that are in place. [31:35] - VHMA had a very good webinar on preventing fraud and embezzlement by Debbie Boone in 2012. The ppt can be found on the VHMA website.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 30 Jun 2022 | Client Relationships with Erin Kilbane | 00:26:19 | |
In a post-Covid world, it seems that there has been an uptick in aggressive client demands. We know that things aren’t always easy, but what can we do to ease the stress of not only our clients, but our staff members too? Remember that it is a symbiotic relationship with clients and it’s absolutely necessary to maintain to continue serving the community. Today’s guest is Erin Kilbane from Avon Lake Animal Clinic in Ohio. She comes to the podcast with 8 years of experience in the veterinary management field and a background in finance. She believes wholeheartedly that she is meant to help people and in this episode, she does just that. She shares current stressors she sees from the client perspective as well as the staff member side of things. She gives some great insight to what we can do as managers to help staff feel comfortable in their role so they feel comfortable helping clients, even when clients are challenging to work with. Show Notes:[2:22] - Erin describes what changes she has seen in client demands since the pandemic. [4:02] - In many ways, our empathy has slipped. [5:27] - Talking through situations and reminding ourselves and staff can ease the pressure of demanding clients. [6:36] - This is a service industry at the end of the day. [7:56] - Post-pandemic, Erin has seen staff members see the importance of client-facing roles. [9:21] - Erin sees staff more empathy towards each other, but need to increase empathy with clients. [10:42] - It’s important to remember that veterinary services are in the service industry. [11:50] - Sometimes, clients will push and communication breaks down. Staff members need to be prepared with practice conversations. [13:29] - Training must be lapsing somewhere in client relationships and hard conversations. [15:04] - It is important to have a plan for staff members with tough client situations. [16:27] - It’s also important for staff members to know that not all clients are going to be angry about something you say. [18:00] - In some cases, we can’t help a client, but that shouldn’t be the first option given. [19:19] - Putting a client on hold to ask doesn’t always end well with a client. [20:40] - Because of recent client situations, we go in thinking that most of them will be challenging. [21:11] - Seek to understand, listen, and be empathetic. [22:34] - Training in communication basics is needed. [23:22] - No matter your role, maintaining relationships is necessary. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: | |||
| 02 Nov 2023 | Growing Supervisors to Leaders | 00:30:08 | |
Today’s guest says it best when she shares, “The best leaders are those who create and cultivate other leaders.” As managers, it’s our responsibility to train and develop supervisors and team leads. Brenda Medina joins the podcast today with a lot of great tips on how to do this. Brenda Medina is a CVPM currently working as Director of Practice Success at Encore Pet Group. While others hunkered down during the pandemic, she hosted a web conference focused on management and self-care. Brenda has always been a cutting edge thinker. Her ideas for practice success are innovative and part of practice success is making sure that those in supervisor positions are supported.
Show Notes:[2:53] - We need to consider both hard and soft skills of team members and what soft skills may need improvement in order to move someone into a supervisor role. [3:57] - It is important to create very clear job descriptions and post them internally to give people a shot at stepping up to an interview. [5:51] - You might have someone in mind for a position, but other employees may step up to interview and surprise you. [7:29] - This also cultivates respect and eliminates the idea of favoritism. [8:58] - Provide struggling employees with training and support to grow, but we also we need to give them permission to realize that the role may not suit them and they need to step down. [11:50] - This can be viewed as a demotion, but sometimes a great person was placed in a role without the skills and strengths needed. [13:43] - Support for supervisors begins right away during onboarding for the role. [15:11] - Brenda has three book recommendations for individuals stepping into a supervisor role for the first time. [17:17] - It’s not about having more power and responsibility. It’s about cultivating and harnessing the skills of the people on the team to deliver for patient care. [20:35] - Brenda has one-on-one short meetings with supervisors and team leads on a weekly basis. This is time to focus on their growth path instead of the team grievances. [23:57] - Brenda shares how she outlines these short meetings so they don’t take too long every week. [26:24] - End one-on-ones with, “What can I do to help you more?” The consistency of asking this question leads to the trust of supervisors seeking collaboration. [27:44] - The best leaders are those who create and cultivate other leaders.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 12 Oct 2022 | Love Your Job with Susie Crockett | 00:28:47 | |
“I love my job!” When was the last time you said that? Or thought about it? Somehow it has become unpopular to love our job. Many people immediately jump to the negative and dread the challenges because we’ve been taught that work isn’t gratifying. But today’s guest proves that this way of thinking can have detrimental effects on your work-life balance and personal wellness. Susie Crockett is the Director of Practice Management in the greater Indianapolis area and has been a CVPM since 2009. She began her career in the veterinary hospital world 23 years ago and over the years has discovered a manager’s tendency to focus on the negatives and experience fear in setting boundaries. In today’s episode, Susie discusses why boundaries are important and how you can set better boundaries. How does this tie into loving your job? By helping you regain passion for what you do.
Show Notes:[2:38] - We hear so much negativity sometimes and we start to resent it. [3:40] - Loving ourselves and setting boundaries are the keys to regaining passion for what we do. [5:09] - Sometimes we put ourselves in a rough position when we help others too much. [6:16] - Teach people how to treat you. [7:19] - Part of what we do as managers is help team members advocate for themselves. [9:02] - Susie shares a way to set boundaries through role playing. [11:51] - When you say yes so often, everyone will get used to it and continue to ask for more. [13:05] - Why do we struggle as managers to set boundaries? [16:01] - Boundaries are personal wellness and are different for everyone. [18:08] - What makes you happy and love your job? [19:33] - There may be things you do that others won’t as their boundary. The things you choose to do are not required of others. [22:01] - You don’t have to dread the challenge. [23:34] - We tend to go to the negative, but your life will change if you can change that pattern. [24:30] - You cannot make someone else feel happy. [25:44] - Reflect on the things that you really love about your job and find them everyday. [27:41] - This is not a one-size-fits-all process.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 01 Feb 2024 | Workplace Security | 00:32:23 | |
In this episode, we tackle the critical topic of safety and security, emphasizing the manager’s responsibility in ensuring employee well-being. We can’t prevent every issue, but we can certainly be vigilant in order to minimize the risk. Violence can come from many sources both internally and externally and while crime in the veterinary world has been on the rise, our education and training about security measures hasn’t kept up. Our guest, Kim Mackey, CVPM, shares her unique perspective as a parole supervisor for the Pennsylvania Department of Corrections and a part-time receptionist in a veterinary hospital. With her guidance, we explore ways to help employees comprehend the purpose behind safety measures and procedures and promote a proactive approach. Additionally, Kim addresses the fact that we all make mistakes and emphasizes the importance of knowing how to respond after a mistake has been made.
Show Notes:[2:32] - The most common crimes in the veterinary industry are theft and assault. The increase in assault came after the pandemic. [3:28] - Another crime on the rise involves computer security like scammers and phishing. [5:50] - Violent crimes and assault are a problem we aren’t generally prepared for. [6:58] - Security training isn’t very exciting and employees may not really see the benefit. Kim shares some strategies for making educating the staff fun. [8:45] - Although dreaded by a lot of staff members, role playing is effective. Practice breeds diligence. [10:21] - When people are in a threatening situation, stress levels rise and it impacts reactions and critical thinking. [12:58] - Consistency is key in regards to following safety and security procedures. Reward those who are following procedures and have something in place for repeat offenders. [14:31] - You have to create the culture in your practice that security is important. [16:41] - We need to make sure that employees know that their safety is important to us. [18:19] - Kim explains that veterinary practices and hospitals are easy targets. [20:17] - Domestic issues also arise and many employees tend to feel uncomfortable bringing these to a manager’s attention. [24:00] - In these situations, managers might feel like it is tricky to navigate setting policies. But we can’t be afraid to tip the scale if it impacts the safety of the team. [26:57] - There are resources in your community that could help with training and developing a security minded culture. [29:34] - You don’t have to spend a lot of time on it, but do need safety and security training and reminders consistently.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 16 Oct 2024 | Maintaining Cohesive Teams | 00:29:38 | |
Welcome to today’s episode, where we are diving into building and maintaining cohesive teams in a busy veterinary practice, especially one with multiple teams and shifts. In some practices, it’s common for staff members to barely see each other, which can make it challenging to stay aligned with practice goals. How can we ensure everyone is on the same page, even when they work at different times? Our guest, Steph Ferkovich a CVT from a 24-hour clinic in Minnesota, joins us to share her experience. With a background in criminal justice and psychology, Steph has a unique approach to team dynamics. Her favorite part of the job is watching staff members thrive in their roles, which is why she’s so passionate about fostering strong communication within her practice. Throughout this episode, Steph will discuss the challenges of managing a clinic where teams work different shifts. She explains how they overcame an “us vs. them” mentality and built a culture of open communication. From handling team conflicts to recognizing when training alone won’t resolve every issue, Steph offers practical strategies for maintaining harmony in the workplace. We’ll also hear about the evolving role of managers in veterinary practices. Steph shares how she’s shifted from being seen as an authority figure to more of a coach for her team and how loosening control can sometimes be the key to success. If you’re ready to learn how to build a more cohesive and communicative team, listen to this conversation with Steph Ferkovich.
Show Notes:[2:51] - Working at a 24-hour clinic is unique with an unusual schedule. The different shifts overlap, but otherwise, the teams don’t see much of each other. [5:07] - One thing that needed to change was the “Us Vs. Them” vocabulary. [7:27] - Team attitudes can be negative, but it's important for them to realize that there are reasons, sometimes personal ones, that a team member works a certain shift. [9:42] - Working with people means that sometimes there will be animosity. Steph explains how to bring two people together for conversations even with resistance. [12:37] - A mediator is highly recommended in conversations that address animosity and conflict. [14:49] - Fortunately, Steph’s team is pretty open with communication after the culture had been developed that it was important. [18:18] - In some cases, training will not change or fix communication between some team members. [20:10] - As a manager, Steph has learned that if something isn’t working, there are other ways to help teams communicate. [21:53] - How do teams see their manager? Steph explains how this has changed over time and how most of the time it is as a coach. [24:38] - Loosening up control can be a challenge for some managers. [26:55] - Change is okay. What was working three years ago might not work anymore.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 13 Apr 2021 | Laying the Foundation for Thriving Teams Through Salary and Benefits with Melissa Stedman | 00:28:24 | |
“It’s amazing the amount of money you can find when you look for it,” today’s guest says when speaking today about salary and benefits for staff and employees. This is a hot topic in the industry right now because it is an unfortunate truth that technicians and other staff members are underpaid for their responsibilities in a practice or hospital. So what can we do as leaders to change that?
Today’s guest is Melissa Stedman, a practice manager in the Philadelphia area and one of VHMA’s emerging leaders in 2019. She has experience in general practice, ER, privately owned, and corporately owned hospitals, so wherever you are, she has been there. What she has learned and continues to be passionate about is investing time and money into people. In today’s episode we talk about why and how we should pay more in salaries and benefits and how a mindset shift can change the industry. Melissa gives us practical ways to make this happen and where you may be able to find the money to do so by just making a few changes. It all starts with education, so let’s get started.
Show Notes:[2:04] - How do we get people to love their job and stay? Melissa says that the stressful, high-pressure environment has a lot to do with it. [2:45] - The average technicians are in their late twenties and are not making ends meet. Certified techs also come with a lot of student loan debt they can’t pay back with their hourly rate. [4:05] - Even leading in the market is not enough pay for the job. The reality is that technicians can’t pay their bills and it affects their performance and attitude. [4:54] - Pharmaceutical companies are taking techs away from practices because they can offer better benefits and salaries. [5:35] - Regarding health insurance, many hospitals say they cannot afford to pay for health insurance for their techs, but Melissa says that’s not true. Offering health insurance is crucial. [6:59] - Melissa shares an online store is a great way to make a little extra money to be able to pay your techs more. It isn’t a ton, but it's more than you’re making without it. [7:40] - Wellness blood work is another money maker that Melissa recommends to find more money that increases salaries. [8:27] - If techs know that wellness blood work can make more money for the practice and therefore for themselves as well, they will offer it and educate clients more effectively. [9:41] - People are the biggest priority. Melissa gives examples of how she runs training and education in her practice. [10:38] - You don’t have time or money for the turn-over and replacing someone if you don’t take the time to train appropriately upfront. [12:09] - Debbie points out the stress level on management and the rest of the team when someone leaves. It is very demotivating. [12:57] - Doing one on one meetings with everyone gives a leader an idea of what each employee needs and wants. Melissa admits that she is very transparent and takes the time to develop a relationship with staff. [15:23] - When faced with a solution that seems difficult to implement, Melissa explains that many practices will give up and say they can’t do that. But something has to change in order to keep people on staff. [16:48] - If our people are happier, our clients will be happier. Melissa shares results from a survey in which clients told her that her staff seemed so happy and it made a difference on where they chose to come for business. [17:43] - It is so important that staff look forward to coming to work everyday and not worry about their bills. It is not okay to pile on responsibilities in this field with little pay. [19:32] - Debbie shares some realities her staff faces in paying a toll on the road on the way to work. This is something to consider when determining pay. [20:48] - Melissa and Debbie agree that we can do better in this area as an industry. [23:10] - “Sales hide a multitude of sins.” This is something Melissa says and explains when looking at budgets to determine how much you can afford to pay. [25:09] - You need to pay people enough to care about your practice. [25:40] - Melissa says we need to change the mindset from not being able to afford to pay people their worth and think of it more as an investment. You will see a return.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 16 Jun 2023 | Teambuilding | 00:22:34 | |
Love them or hate them, team building activities and events are really important. The key to having these be successful is to build a team through fun. Building a team that hangs tight after spending their day under pressure is hard but focusing on having fun can make a huge difference. Today’s guest is Jill Brecklin who has been bringing fresh ideas to the table in a hectic veterinary practice in Illinois. She has over 20 years experience in the industry, beginning her career as a CVT and now as a practice manager. She has proven that building a solid team is not only important, but it is completely doable and a lot of fun. Listen to Jill’s ideas that have kept her teams strong and working together under pressure. Her ideas include everything ranging from valentines to ax throwing. Let her be the creative one and gather your ideas for some extra fun and impactful team building events for your practice.
Show Notes:[2:27] - Sometimes we’re just trying to get through the day. But Jill shares her reasons behind her drive to make things more fun. [3:56] - One of the team building activities Jill brought to the team was their own version of the Olympics. [5:32] - The measure of success is when team members ask to do something again. Jill’s fresh ideas have had a great response. [7:06] - The team building initiative has even become a family affair for Jill with her kids and husband helping out. [7:56] - Jill shares an example of an event that did not go well. [9:49] - For those who don’t like to participate, they are encouraged to come watch and be together. [12:03] - Jill mixes the ideas up and tries to do a variety of different things. The variety helps include everyone. [15:17] - The team comes together to also offer ideas. [17:35] - The biggest struggle for Jill is location. [19:55] - The use of a suggestion box has been really handy. Ask your team to help keep things fresh.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 15 Oct 2021 | Emergency Case Overload with Brandon Zweerman | 00:30:16 | |
Things are very overwhelming right now, and emergencies seem to be coming in constantly. When emergency facilities are full, what is the solution? Today’s guest is Brandon Zweerman from Ottawa Animal Emergency and Specialty Hospital, and he has worked in several different roles in his career. He is a strong believer that happier employers can build a better practice.
Today, Brandon and I discuss emergencies and how this surge in caseloads across North America is creating the need to make new decisions. Brandon offers excellent advice on cooperative communication, scripts for effectively saying no to clients, and managing the team in a way that makes them feel supported.
Show Notes:[2:17] - Many practices are having to stop emergency services because of the overwhelming case load. [3:46] - Brandon explains how he met with other emergency facilities to come up with a plan to work together. [6:17] - Cooperative communication is key but in this industry, we are notorious for working alone. [7:12] - Brandon reflects on the surge of emergency caseloads and how he was driven to make new decisions. [8:49] - How do you tell clients that you aren’t able to see a patient? Brandon gives an example of a script he has been using in his practice. [11:01] - Employees need to know that they are supported. [12:28] - Even general hospitals for people are at capacity and Brandon used that information to explain the problem for the clinic as well. [14:38] - Brandon triages out anything that is not immediately life-threatening. [15:50] - Some people realize their capacity but others struggle with saying no. [17:14] - Meeting at least once a month to discuss problems and solutions is critical. [18:56] - Financially speaking, saying no is particularly hard. [20:32] - The money is so good, but what are the consequences of taking an overwhelming case load? [23:40] - Debbie shares how not everyone is preparing clients for what to expect. [25:38] - There needs to be a symbiotic relationship between emergency clinics and general practice. [27:00] - How can you shift around tasks and decisions to alleviate pressure on doctors? [28:02] - Talk to your team and get their perspective.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources. | |||
| 01 Dec 2020 | Pandemic Holiday Plans with Marian Rowland | 00:22:16 | |
With the holidays coming up, what are your plans to celebrate your team? This year is quite different than those in the past. I believe that right now, it would be irresponsible to host an elaborate party. But that doesn’t mean holiday plans are completely cancelled. So today, we’re getting creative with our guest Marian Rowland.
Marian is a CVPM in Charlotte, North Carolina working in a 7 doctor practice. She loves the HR and culture aspect of managing a team and her creative ideas and encouragement during this unusual time is inspiring. We hope that the ideas we have in today’s episode will help spark your creativity and provide you with a way to celebrate your wonderful teams.
Show Notes:[2:01] - Right now, it is corporately irresponsible to have a holiday party for our practices. Marian shares how things are going in the Carolinas. [3:02] - Debbie shares that her practice went back to open exam rooms in September but isn’t sure how much longer that will last before they go back to curbside. [3:31] - One of the Christmas traditions that Marian’s practice has every year is a holiday movie night at a manager’s home. They want to continue this this year in the parking lot of the practice. [4:46] - Debbie shares that her team has done really well in regards to HR and culture and she knows she wants to celebrate them. [6:02] - Practices have a holiday fund every year and instead of using it for a large event, get creative with the money you have. [6:48] - Marian recommends a gift tree and a cookie bake off. We need to have something to distract the team from the disappointment of missing an event. [8:03] - Asking your team for ideas is also a great idea because there are people who think of something interesting. [9:27] - There are some county and state restrictions right now, but a safe pot luck with just the team members could be very fun. [11:49] - Something as easy as printing out something to bind at Office Depot that is personalized for the practice can be really meaningful. [12:27] - Marian and her managers hid hundreds of rubber duckies in her large building and her team would find them throughout the month. Whoever had the most at the end of the month won a prize. [13:45] - Don’t underestimate the little things and look ahead because ordering something to be shipped might be risky late in the month. [16:05] - We need to do something to celebrate our teams and our clients but the thing to remember is that it won’t look like last year. [16:42] - Instead of a Secret Santa, Marian is doing a White Elephant gift exchange which tends to be less stressful and more generic to make things easier on the team members. [17:50] - Remember, even in the years that we have under normal circumstances, there will be people who don’t come or participate. [18:38] - Marian says that last year they had to get creative with a small budget because they were in a new building with new expenses that they were not accustomed to.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 05 Sep 2023 | Judgmental Staff | 00:33:15 | |
Today’s topic is something that we see pop up time and again. Our staff love animals but are not always sympathetic to the pet’s families. This judgment can turn into snarky comments that not only hurt the client, but also permeate through the practice and influence other team members. We can be proactive and work towards more client friendly teams. Grace Ursery is today’s guest. After starting with a degree in Asian American Studies in History and then a few years in mutual funds, Grace found her way to the industry through volunteering at a local Humane Society. That was the first step on her veterinary career path. Grace has been a practice manager in small animal specialty, general practices, and remote finance manager. She is currently in a hybrid, remote role for a mixed animal practice in rural CA. Her role is stretching all things curious on numbers and data. In our conversation today, Grace addresses some very common frustrations and how we can better communicate to each other and hold each other accountable when it comes to passing judgment. She even recommends a book called Compassionomics: The Revolutionary Scientific Evidence That Caring Makes a Difference that will further our understanding of this important topic. Ultimately, we just don’t know everyone’s situation and empathy plays a huge part in building relationships with clients.
Show Notes:[2:31] - Sometimes we have to talk about things that are uncomfortable. [3:34] - All animal patients come with a human attached. [5:02] - Once we walk into our work space, we sometimes forget how to empathize. [6:40] - Even if we just think judgmentally, it can be reflected in your body language and tone. [9:09] - When we make a comment to another team member, they take on the judgment and assumption as well. [11:01] - Sometimes a client asks for less expensive options. That does not mean they don’t love their pet. [13:34] - It can be difficult to be more aware of yourself in the moment. [15:05] - Grace shares a recent example of snarky comments and judgment from staff. [17:01] - We just don’t know everyone’s situation. [18:30] - Teaching empathy is tough. [20:43] - We love animals, but our job is also about building relationships with people. [22:22] - Think about ways to handle clients in different levels of stress. [23:53] - Loneliness is a major problem in the United States and pets fill a void. [26:17] - There are even different relationships between an owner and their pet. [27:53] - Hold yourself accountable. [30:17] - Because there is a diversity in our clients and a diversity in the animals, we need to offer a diversity in the services we provide.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
Links and Resources: | |||
| 13 Feb 2025 | Managing Employees with Disabilities | 00:26:50 | |
Welcome to the latest episode of VHMA in which we are happy to have Alex Flinkstrom, Practice Manager at Lunenburg Veterinary Hospital in Lunenburg, Massachusetts. Alex has managed to combine his background in sound recording with his deep-rooted passion for veterinary care, successfully leading the practice while retaining 100% of his staff, and outside of work, he enjoys saxophone repair, audio, and street hockey. He joins today to discuss managing employees who have disabilities. Alex discusses how managing a veterinary team is never one-size-fits-all and how, when it comes to supporting employees with disabilities, inclusivity and flexibility can make all the difference. He shares his approach to building a workplace where everyone can thrive, and from his early days working in his parents’ practice to leading a successful partnership with Associated Veterinary Partners, Alex shares how he’s built a strong, dedicated team - retaining 100% of his staff through major transitions! Whether you are a veterinary professional or a leader in any industry, Alex offers some valuable insights into employee retention, training, and building a supportive, high-performing team, so listen in for a discussion that might just challenge the way you think about workplace inclusivity!
Show Notes:[2:18] - Alex reveals that he values building strong teams, recognizing diverse skills, and supporting all employees.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
Links and Resources: | |||
| 18 May 2022 | Helping Our Teams Manage Their Stress with Leah Parris | 00:26:52 | |
When you find yourself in the management role, no one tells you that a large part of it is helping our teams manage their stress. Yes, this means the stress they feel while at work, but stress is not easily compartmentalized and our teams are bringing stress from home into the workplace. What can we do as managers to help the team deal with stress, ensure their wellbeing, and cultivate a positive practice culture? Today’s guest is Leah Parris, one of 2022’s VHMA Emerging Leaders Program Scholarship recipients and Practice Manager at Loving Hands Animal Clinic in Georgia. Leah began her career 15 years ago as a technician and has worked her way into management. In addition, Leah is a certified compassion fatigue professional and makes it clear that she is concerned about the wellbeing and happiness of her staff. In this episode, Leah shares ways that she does just that and tips on providing the safe space your team needs to deal with various stressors in this field. Show Notes:[2:23] - Team stress impacts the whole practice. It has a domino effect. [4:01] - When home life is stressful, it can be hard to separate how we feel when we’re at work. [5:02] - Stress is inevitably taken home from work as well. [6:13] - Validating someone’s stress is the first important step. [7:15] - Managers are not mental health professionals but can and should direct concerns to someone who can help. [8:36] - Sometimes a moment to vent is all someone needs. Leah has check-ins with her team to offer a listening ear. [10:51] - There may be simple fixes to some stressful situations. [12:12] - Teams can support each other as well and sometimes that is as simple as acknowledgement and validation. [14:20] - Verbalizing why we love the job and our appreciation for team members can help take the edge off the stress. [16:01] - There’s a balance in talking about the stress and acknowledging it. [17:01] - Incorporating fun and light activities can remind us why we love the job. [18:32] - The reality is that pay can sometimes not be changed. We can find other ways to show appreciation. [19:51] - There’s no approach to stress relief if we don’t address the problem. [21:04] - The pandemic has increased stress for clinic staff and clients. [22:31] - When it comes to personal stress, find things that help relieve the stress you have. [23:56] - You should not ever vent to your staff. [25:14] - Be mindful and acknowledge the reasons for the stress. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: | |||
| 18 Jan 2024 | Improving Team Communication | 00:30:02 | |
So many of our goals and policies are set to address some conflict or incident that boils down to a simple miscommunication issue. The diversity of a team means that individuals have different personal histories and trigger points for conflicts and problem solving. Managers are not always trained to work on that kind of communication fix, meaning that managers also get pulled right into the middle of it. So, today we’re talking to Yvette Carnot to work on skills to deal with this common problem. Yvette has been in the veterinary world for 20 years. Her passion started as a drive to help pets and be their voice while educating clients and the community on pet health. This has since morphed into wanting to help veterinary teams by creating a welcoming and positive work culture.
Show Notes:[2:41] - Yvette describes the chain of communication she has established in her practice. Team members feel comfortable talking to her about issues. [4:06] - Feelings and emotions sometimes get in the way. Managers need to be calm and not let the team members’ emotions carry over into quick decisions. [6:18] - Over time and with experience, these types of uncomfortable situations and conversations become easier to manage. [8:44] - Having an accusatory tone is not helpful when having challenging conversations. [10:41] - Having a bad day from time to time is normal for all people and does not need to be cause for termination. But are the problems and problem people persistent? [13:04] - We can show the team how to communicate in a positive environment. [16:32] - There are tons of team building exercises and resources online that help build a strong team and improve communication skills. [18:15] - When we share stories about our experiences, it keeps the possibility of mistakes and how to address them front of mind. [20:44] - Part of the job is clear communication not only with team members, but with clients as well. [21:52] - When the team has fun learning communication skills, they are more likely to remember. [24:27] - Yvette shares the experience of having two team members consistently coming to her about each other and what she tried to figure out. [25:38] - You’re not always going to get along or like everyone you work with, and that’s okay. But remember the “why” behind what you do.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
Links and Resources: | |||
| 13 Sep 2021 | Managing Mental Health with Katie Hill | 00:37:30 | |
Mental health is a very hot topic these days, especially in the veterinary clinic world. So on the VHMA Manager to Manager Podcast, we’re talking about all things mental health: the concerns, the stressors, and more importantly the key components in how to help deal with overload.
Today’s guest is Katie Hill, hailing from Gainesville, Florida. Katie is a CVT, CVPM, and a Certified Compassion Fatigue Professional with four clinics in the Gainesville area. She has a variety of outside interests including yoga, walking, and other things that are totally different from her day job. In this episode, you’ll find out how important that separation is. A lot of times, we inundate ourselves with work, but Katie likes to take the time to learn new things outside of work and completely unrelated to the veterinary industry to grow as a person.
Let’s face it, this job is stressful. How can we better manage our own stress and as leaders, how can we help our team stay balanced? Katie has several helpful tips on how to manage this very important topic.
Show Notes:[2:36] - Katie describes the stigma of mental health as compared with physical health. [3:51] - Compassion fatigue is a very real problem for many in this industry. [4:48] - Restoring balance and managing particularly upsetting days can be challenging. Katie shares some tips on bringing some positivity, joy, and community to the team. [6:45] - Checking in with your team and monitoring your own mental well-being is important. [8:10] - Don’t be afraid to ask how someone is. Some days are really hard. [9:06] - Katie describes a tool she uses to get a better idea of where balance is lacking. [12:08] - Social media and cyberbullying is a real problem that isn’t going away. How does Katie suggest handling a negative review? [15:26] - Debbie discusses Suicide Prevention Month and the reality of the stressors and constant negativity on social media. [16:36] - What are the signs of someone being at risk of suicide? [18:43] - High volumes of controlled substances should not be available at all times. | |||
| 18 Jul 2023 | Micromanaging | 00:26:26 | |
There have been times in all of our careers where we may have felt micromanaged. It is a word that is thrown around a lot, especially when team members are asked to complete a task a certain way. But there is a difference between micromanaging and prudent oversight and through setting expectations and boundaries, we can more effectively manage a practice where everyone is on the same page. Today’s guest is Michelle Winter. Michelle’s professional experience includes years of multiple site practice management, consulting, and speaking nationwide. Most notably, she is known for creating and managing the Patterson Veterinary University educational programs where she influenced the professional development of tens of thousands of veterinary professionals and paraprofessionals hungry for education. Now the Director of Education and Training at Encore Vet Group, Michelle develops educational opportunities, both in-person and online, for partnering hospital team members. Professional development is the cornerstone to positive culture, and Michelle’s focus is to provide opportunities to strengthen people, teams, and practices.
Show Notes:[3:09] - Micromanaging feels like hovering. [4:03] - Performance shouldn’t be micromanaged, but behaviors need to align with the practice values. [6:10] - When the stakes are high, people should be prepared for a little more oversight. [7:54] - We tend to know when we lean towards micromanaging and have trouble letting go of control. [10:11] - Set the expectation that team members may feel micromanaged at certain times and for certain tasks. [12:36] - The responsibility to communicate is placed on the potential micromanager. [14:56] - Start with a conversation that sets the expectation of checking in on tasks. [17:20] - Michelle gives some examples of things to say to form trust and loosen the reins. [19:11] - Some tasks don’t need much guidance, but others need quite a bit. [22:11] - It is frustrating to be questioned about things we feel competent doing. [23:07] - As managers, we have to become comfortable giving away the ability to make decisions. Empowerment is necessary. [24:37] - Delegation can be hard.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
Links and Resources: | |||
| 12 Jan 2023 | Diagnosing for Effective Organizational Plan Design | 00:29:32 | |
At the start of every new year, many of us are setting up plans for the coming months. With this comes a lot of solutions, but do we really know what the problem is? We seem to jump to the plan real fast, but maybe we don’t determine the problem in its entirety first. Today’s guest is former VHMA President, Jim Nash. Jim has 20 years experience in Veterinary medicine and has served on the VHMA board for 13 years. He says that critical issues projects are near and dear to his heart and in today’s episode, he discusses present-day critical issues and how we can look at them through a diagnostic lens. This topic is so important as the landscape of Veterinary medicine has changed rapidly in recent years. Everything should be revisited and reviewed to help us all create an effective organizational plan.
Show Notes:[2:40] - Organizational plans are a newer development in recent years as veterinary medicine changes rapidly. [4:04] - Critical issues planning recently have included the workforce crisis. [5:23] - How do we look at a problem and design a solution around that problem? [7:06] - Looking at a critical issue with a diagnostic lens, it allows us to let go of preconceived notions. [9:02] - The rapid growth in the organization has taken a toll. [10:30] - Just because it has been done one way for a while, doesn’t mean that it is the right thing to do. Everything should be reviewed. [11:49] - The idea of efficiency needs to be redefined as well. What does it mean in the present? [13:00] - One tool to look at as an efficiency marker is revenue per team member hour. [15:32] - Part of the diagnosis solution could be to look at past strategies and try them again. [16:08] - Engagement is a critical piece to the organizational plan. [17:21] - Jim shares an experience with a client that was upset about delays. Delays in service is a critical issue. [18:55] - What’s a different way to provide veterinary medicine to serve everyone? There’s not a current answer to that question. There’s a finite number of clients we can see. [20:49] - Presently, there is a unique opportunity in this industry for innovation. [23:16] - Sincerely thank the people you are leading. [24:04] - It is important to have someone you really like at work. How are we making it so that we have fun and enjoy the time we have together to build camaraderie? [26:23] - There’s a new level of flexibility and give-and-take that we’ve never had to consider pre-Covid.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
Links and Resources: | |||
| 19 Jul 2024 | Humanitarian Work | 00:29:11 | |
Welcome to today's episode, where we delve into an inspiring topic: humanitarian work in the veterinary industry. As professionals dedicated to the well-being of animals, the opportunity to give back by using our time and talents for a greater cause is incredibly rewarding. We looked at local community involvement a few months back and will talk to a colleague who took those talents beyond our borders. Knowing that today’s workers want to work for companies that care about global issues, we will discuss taking our talents outside the local community. Our guest today is Linda Flughaupt, is a CVPM dedicated veterinary professional who had the opportunity to take her skills to Ecuador. Linda’s journey is a testament to the powerful difference that veterinary professionals can make, not only within their local communities but across the globe. With experience in every position in a clinic, Linda brings a unique perspective on how we can harness our expertise to support world issues that matter. In this episode, Linda shares the profound impact of her work in Ecuador. From working closely with a tight-knit team to navigating the nuances of medical care in a country with fewer resources, she provides valuable insights into the realities and rewards of international veterinary humanitarian efforts. Linda also reflects on how this experience has deepened her appreciation for the quality of pet care in the United States and inspired her to continue her humanitarian work. We will also discuss the broader benefits of such initiatives. When veterinary teams engage in humanitarian efforts, it not only supports communities in need but also fosters a sense of fulfillment and positivity among employees. Encouraging team members to participate in giving back can cultivate a contagious energy of positivity and purpose, enhancing overall job satisfaction and team cohesion. Travel abroad may not be feasible for every team but supply collection efforts for those projects can be done by any practice. The feeling of helping globally remains. So, whether you’re considering your first volunteer trip or looking for new ways to engage your team in meaningful causes, this episode is sure to provide valuable insights and motivation.
Show Notes:[2:14] - Linda describes her work in Ecuador and why she was passionate about going. [3:29] - Through her work in Ecuador, Linda worked in recovery to help with hundreds o of spays and neuters. [6:04] - Medical care in other countries looks different, especially in countries with fewer resources. [7:30] - Something else to consider are diseases that exist in other countries that pets in the United States don’t experience. There is a lot of thinking on your feet. [10:03] - Linda describes what it was like to work in a different way than she was used to and the importance of working as a tightly knit team. [13:28] - Not only was it a great experience helping others and giving back, Linda also realized how good the medical care for pets is in the United States. [15:11] - This trip was a sponsored trip, but Linda is willing to pay for another trip out of her own pocket to experience it and help again. [17:43] - Time is a huge resource, but even if you do something to give back every other year, it is worth it. [19:11] - Positivity is a contagious energy. [22:10] - Linda shares some of the differences in the care they provided in Ecuador to ensure all the pets were spayed and neutered safely. [24:55] - Sometimes we underestimate how impactful a little help can be. [26:55] - If you are ever presented with the opportunity to give back and you’re able, take advantage of it and do it. You will not regret it.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
Links and Resources:
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| 04 Sep 2024 | Leadership Tips | 00:30:52 | |
Welcome to today’s episode of the VHMA Manager to Manager Podcast, where we are diving into leadership tips. Today’s guest, Erika Pease, LVT, CVPM, is the Practice Manager of a small private practice and is passionate about leading her team to success. In this episode, Erika shares the best leadership lessons she’s learned through trial and error. She’ll discuss the challenges of balancing management with true leadership, and the importance of clear communication and team understanding. Erika highlights the value of recognizing team members’ strengths, placing them in roles where they can excel, and fostering a collaborative culture. You’ll hear about Erika’s evolving leadership style, including her insights on delegation and the ongoing importance of mentorship and support. Plus, we’ll touch on the significance of self-care and setting boundaries as a leader. Whether you’re new to leadership or looking to refine your skills, this episode offers practical tips to help make your journey smoother.
Show Notes:[2:06] - Much of the time, the best way to learn has been through trial and error. [3:31] - There are differences between being a manager and being a leader. [5:58] - Help team members see their strengths and place them in roles that leverage those strengths. [8:12] - Erika shares some of the strengths she has noticed in her team and how she uses these strengths to build a successful business. [9:56] - Great leaders are always available and willing to help and guide their team. [11:40] - As leaders, we can see the potential of manager and leadership skills in team members. We can give them tools, resources, and support for growth. [14:37] - Even with her level of experience, Erika still leans on her mentors and resources for support in leadership. [16:51] - It may look like we have it all together all the time, but it is okay to not know what to do and to reach out for support and collaboration. [18:37] - Through our career in leadership, our leadership styles may change. Erika admits that her style changed when she realized the importance of delegation. [21:41] - Making decisions as a team not only helps you as a leader, but also develops a culture of collaboration in the practice. [23:53] - The team values you and respects you more if you are in the trenches with them. [26:34] - Change is necessary and we have to be open to that, even if change makes you and your team uncomfortable. [27:38] - Be an advocate for yourself. Set boundaries and be kind to yourself.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
Links and Resources:
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| 13 Feb 2021 | Building a Positive Culture That Clients Can Feel with Kristie Buys | 00:28:42 | |
We all want positive culture, but oftentimes we don’t know where to start and we give up too soon. Culture is frustrating! We all want it and no one seems to want to do anything about it. But there are things we can and should be doing that begin the process of building and maintaining a positive culture that not only the staff feels, but clients feel, too.
Today’s guest, Kristie Buys, has so many wise words for us when it comes to building and maintaining a strong culture in the workplace. Kristie is a hospital administrator outside of DC and part owner of Balance Veterinary Center. She has been a part of multiple startups and has a particular passion in practice building. The reason for this is her love for investing in teams and the people who will ultimately be responsible for helping maintain the culture she develops.
Show Notes:[2:22] - This last year has been tough and curbside has been a challenge. But Kristie thinks that a lot of culture is a choice. We can choose to focus on gratitude. [2:56] - The foundation of client and clinic culture is those core values of your practice. [3:16] - If you can meet your clients with compassion, it will help build culture. [3:56] - During interviews and the hiring process, Kristie drills the core values of the organization and will remind herself and everyone of what they are periodically. [4:49] - Occasionally, Kristie even revisits core values and has other staff members contribute to the big picture. That’s how the value balance came from. [6:12] - A few years ago, Kristie’s hospital relocated so there is a mix of people who moved with them and a lot of newer staff members. [7:02] - Getting feedback from the team ahead of time is another strategy Kristie uses to make sure that her practice’s culture is not cliquey. [7:58] - Debbie points out that some practices without a positive culture tend to have a high turnover rate. [8:51] - Another strategy Kristie utilizes for retention is to cross-train everyone. [10:40] - Even through the challenges, we need to always keep our core values and culture in mind. There are negative experiences in the industry, but how can you turn it around rather than spread the negativity? [11:42] - Sometimes when staff members are venting about a client and can’t seem to turn it around positively, we need to focus on the health and happiness of the pet. You have to call out the person venting and find the root of the problem. [13:17] - Everyone has a different reason for working in their job, but the culture of the team and the environment needs to be the same. [14:40] - Having the culture conversation over and over again can be uncomfortable if the culture in your location is not great. But it is a necessity. [16:14] - Debbie shares that she will always let a team member fail once, but then if they make the same mistakes over and over again, she can only assume they are choosing not to learn. [17:00] - Having a positive culture doesn’t mean that you aren’t managing your team. [18:24] - Culture is misunderstood that is always easy and fluffy. But we are all human with human emotions, so sometimes culture is not always simple. [19:56] - Kristie points out that sometimes it is hard to find the right people to fit the culture you are building, but it is important to make sure that you take the time to do that. [20:45] - A strong culture is that every single individual on the team helps build it and helps maintain it. Culture is not a goal you hit, it is a consistent process to maintain. [22:10] - The uncomfortable conversations are a really important part of building culture. [23:12] - Every disciplinary conversation Kristie has circles back to the core values. What core value was violated? [25:04] - Accountability is a huge piece of positive culture. Team members need to be held accountable for their part in building a positive place to work. [26:32] - Kristie and Debbie discuss how to address staff members who are struggling with coming to work on time or chronically calling in sick. [27:21] - No matter what your “why” is for working in the field of animal care, you are responsible for your part in building and maintaining a strong culture.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
Links and Resources:
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| 14 Sep 2023 | Networking | 00:31:30 | |
Being a practice manager sometimes feels like you’re working in a bubble. Your role is unique to each practice and while other team members have colleagues in the same role to talk to, you as the manager are the only one at your practice. And once you are managing, it seems like you need to have all the answers. So, having a solid network of people in your corner can be a real lifesaver. Someone you can turn to for advice or just a listening ear. Maria Pirita is excellent at networking and she joins us today to talk about how to create this support group for yourself. Maria is a Certified Veterinary Practice Manager, was in the field as a Hospital Administrator in Chicago, and is currently the Business Development Coordinator for the Uncharted Veterinary Conference. Don’t make it hard on yourself when we are all in this together.
Show Notes:[2:13] - Both Maria and Debbie fell victim to working in a bubble without the support of others. [3:32] - The job of the practice manager is unique and can feel isolating. [4:47] - Fear of competition and fear of rejection are real concerns as well. [7:34] - It can be scary to put yourself out there, but networking can be a total game changer. [9:15] - One benefit of networking and connecting with other managers is the validation you don’t receive in your practice. [11:47] - Sharing advice is also a part of this support group concept. [14:49] - Even virtual networking is valuable. [16:38] - Public forums or public online groups can leave negative comments unanswered. Because there are so many people in these groups, there is a lot to sift through. [18:32] - There are groups for every type of team member. Look for yours. [19:44] - Both private and public groups provide a lot of value in networking. [22:01] - Be open to meeting people. [23:40] - Pinpoint what your needs are at the moment and make time for networking. [25:51] - Reach out before conferences to meet people you’ve connected with virtually in person. [27:07] - There are several ways to justify conference expenses. [29:03] - You might not need the support now, but you will throughout different phases of your career.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
Links and Resources: | |||
| 12 Mar 2025 | Beyond Borders: Navigating a Multicultural Work Environment | 00:29:48 | |
Join us in welcoming Esteban Sotomayor to VHMA for this episode, coming on to help us address multiculturalism in the workplace. Esteban is a veterinary business consultant with an extensive background in Latin American veterinary practices, and he sheds some light on some of the differences between the veterinary practices in Latin America and the United States, including the role of veterinary technicians and the unique challenges and opportunities faced by clinic owners in both regions. (For example, the lack of veterinary technicians in Latin America drastically affects how practices operate, requiring veterinarians to take on tasks that would typically be handled by technicians in the U.S.)
We also explore how competition among clinics and economic factors influence practice management, particularly in Esteban's home country, Ecuador, but a key takeaway from this episode is the importance of building and managing a strong team. Esteban shares his own approach to recruitment, training, and keeping the right people engaged, even in regions where veterinary talent is in high demand. We discuss how cultural differences shape management styles, especially in Latin American clinics where veterinarians often wear many hats, from diagnosing to managing HR. If you are in the veterinary field yourself and/or are curious about how business practices differ across cultures, then this episode will definitely resonate with you! Tune in for a candid conversation about the realities of managing a veterinary practice, the pressures of client expectations, and how to stand out in a competitive market.
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| 15 Jan 2025 | Embracing Growth in Veterinary Management | 00:28:18 | |
Welcome to the latest episode of the show in which we welcome Debbie Hill! Debbie is a seasoned hospital administrator who has truly helped shape my journey in the veterinary world, and we explore the complexities of career growth for practice managers, discussing things such as imposter syndrome and the power of saying yes to new opportunities!
Debbie shares her experiences in overcoming self-doubt by taking on challenges like public speaking and how these moments of courage have helped lead to significant personal and professional growth. During our discussion, we stress the value of continuous education and networking, talking about how even attending just one conference or engaging in a roundtable can help provide that one nugget of wisdom needed to shift our entire perspective. We, in addition, touch on the importance of showing our practice owners the benefits of these engagements and how the ideas and energy we bring back can elevate team morale and improve day-to-day operations! Listen in as we reflect on how veterinary practice is evolving, the importance of adapting to generational changes, and why it is important to keep learning in order to stay relevant. We also talk about taking advantage of various resources, from webinars to podcasts, in order to stay informed and inspired, so whether you are a seasoned manager or just starting out, this episode of the podcast is sure to offer some insight into helping you thrive in your career! Join us as we break down these valuable lessons and more in a conversation that will surely inspire you in your professional journey!
Show Notes:[2:11] - Saying yes to opportunities, even when you're unsure, leads to personal growth and reveals hidden potential.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
Links and Resources:
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| 01 Aug 2024 | Onboarding New Employees for Success | 00:34:22 | |
Welcome back to another episode of VHMA Manager 2 Manager podcast. Today we're discussing a crucial topic: onboarding new hires in a way that feels good. We all know how important it is to make new team members feel welcome and part of the team early on. But sometimes, despite all the time and energy spent hiring people, we end up leaving them to sink or swim. It is important to remember that people want to work with people they like and can grow with. That’s why those first few days and weeks in a new hire’s role are so critical to ensuring they want to stay. Joining us today is Addie Blair, a Certified Veterinary Practice Manager (CVPM) and Chief Operating Officer for Veterinary Management, Inc., overseeing eight different practices. Addie’s journey in this industry began back in high school, driven by her passion for helping animals and their owners. Over the years, this passion has evolved into helping others in the industry realize their dreams. Addie is dedicated to fostering growth in others, and she’s here to share her insights on effective onboarding. So, what makes a great onboarding experience? Let's break it down.
Show Notes:[2:32] - When someone new is hired, there are always different dynamics to navigate with existing team members. [3:35] - Being welcoming has to be a part of your culture. [5:50] - The team should be involved in training. It is not a one person job. New hires should be given the opportunity to acclimate into the environment before working with patients. [7:47] - Not everyone is innately friendly. Addie some things we can do to help new hires feel welcome. [10:04] - No matter the level of experience, new hires should have an observation period so they can see how the practice flows. [14:02] - Addie also likes to learn about a new hire’s previous experiences in the industry. Managers must be open to different ways people learn and complete tasks. [17:18] - We need training in different modalities for the different learning styles and personality types. [19:54] - Addie shares some of the signs that indicate a problem with a new hire. [24:15] - There is always going to be someone with a really strong personality in the practice. We need to know how to manage the dynamic. [25:33] - Trainers need forms to fill out daily in the early days to make sure things are going smoothly. Sometimes 30 days before a check-in is too long to wait. Habits have set in. [26:49] - An “About Me” form is beneficial in pairing team members up with compatible trainers and can help them feel comfortable in their new environment. [28:03] - Being open to hearing what other people have to say is only going to improve the industry. Those new hires may have some good ideas for the team. [29:55] - When it comes to onboarding, it all boils down to how the new team member feels after the first few days. [31:24] - It is okay to over communicate, especially in the beginning. So many things are going on, that just saying something once is not likely to take hold.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 18 Mar 2023 | Keeping Training Fresh, Fun, and Continual | 00:29:21 | |
Today’s topic is all about the importance of continuous training and how we can keep it fun and fresh. When it comes to training team members, no matter what their role is, managers might be feeling the stress and the worry. Turnover rates are high in all industries right now, so how can we design training sessions and content to keep things fresh, fun, and continual? Julie Nash joins us today with 27 years experience in the vet world. From the technical to the managerial, Julie has done it all. In addition to managing a practice, she is also a consultant helping other practices with this exact problem. With all of her experience in the industry and even as a certified professional in human resources, Julie answers a lot of questions in this episode and offers resources to use in training to keep things fun. With her guidance, we’ll learn how to get started and how to keep the momentum going.
Show Notes:[2:14] - Julie has a lot of experience in multiple areas of the veterinary field. [4:02] - Training has to be fun. People learn more when they are energized but also at ease and comfortable where they are. [5:25] - What’s the difference between a subject matter expert and someone who has the skills to teach? [6:21] - People who are highly skilled tend to forget how intimidating they can be. [7:31] - Having ongoing conversations with everyone involved is important. We learn how other people learn and what they need when we continue to converse. [8:47] - It is humbling to be the person who does not feel comfortable asking questions. Humility is the most important value as a trainer. [10:02] - Every role has a different set of expectations and the same is true for putting people in charge of training and development. [12:19] - Julie admits that she didn’t realize the impact of having a strong momentum in training and development until she was put in charge of it. [14:01] - Everyone has a turnover problem right now and it’s not just in the veterinary field. [15:26] - Think about the essential skills for each role and start there when designing training material. [16:42] - What are the basic competencies that need to be prioritized in early training? What gets them through a basic week? [18:23] - If we don’t have a list of competencies and know exactly what each role needs before we begin training, we will continue to have turnover problems. [20:35] - Through conversations, Julie learned the areas that needed training sessions and materials provided. [22:12] - Cross training on some tasks can be a game changer for the practice. [23:55] - Team building should also be considered when designing training content. [24:44] - Nearpod and Kahoot are great resources to use in your practice to facilitate some games and training.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 17 May 2021 | Empower vs Delegation, Improving Efficiency, and Job Satisfaction with Meg Oliver | 00:30:48 | |
Especially during the last year, delegating tasks and empowering team members has been a challenge. But it doesn’t have to be. Even those employees who don’t see their job as a career path and even those who have the menial (but necessary) tasks that no one else wants to do can and should have a voice. Today’s podcast guest, Meg Oliver, demonstrates beautifully the importance of expectations, training, and providing opportunities to everyone.
Meg is a CVPM of a four doctor practice in New York. She has 20 years experience in the field and a special interest in finance. She is also the founder of her local manager’s group and the owner of Central New York Pet Emergency Fund. In today’s episode, she explains a lot of common problems and ways to solve them. Not only does she have practical advice specifically for those in the veterinary medicine field, but she also offers amazing recommendations for leaders anywhere.
Empowering and delegating is hard to do but it can be done and it requires a lot of letting go on your part as a leader.
Show Notes:[2:43] - As managers we get stuck in the mindset of things getting done right if you do it yourself or the mindset of helping the team complete tasks that you don’t need to do. [3:03] - Meg says that it all starts with proper job screening. Being on the same page of what the job expectations are is crucial. [4:03] - Phase training is also incredibly important. We can’t expect great results if we don’t provide the proper training. [5:29] - Setting up parameters for team members is vital for making sure we empower them but that they don’t just “take it and run.” [6:29] - The foundation of training makes a huge difference. This includes clear communication to those who are doing the training. [7:30] - It is advised to prepare new receptionists that not everyone comes in happy. [8:27] - As managers, it might be hard to let go of certain tasks and delegate them to someone else. It also feels good to be the person that is needed. [8:54] - You should be able to step out of the hospital and it run without you. [10:22] - It is okay for managers to ask support staff how to do something that you haven’t done in a long time or don’t know how to do. It helps bring the team together. [12:18] - Meg suggests having the team write the SOP. This gives them voice and an opportunity to bring fresh ideas to the table. [13:11] - Give the team a template and expectations and empower them to make decisions. [14:40] - The assistant position is perfectly fine to use as a stepping stone to a higher position or not. Not everybody is an overachiever. [15:43] - The “workhorses” and overachievers balance each other out in Meg’s practice. They all offer something different. [17:11] - There are some different levels of delegation and empowerment. We are setting ourselves up for failure if we don’t have the norm of job and movement expectations. [18:09] - We need to step back as managers and accept that not everyone will see their job at the practice as a career. They can still have a voice. [19:36] - Meg shares “The Kitty Jar,” which is something she implemented to encourage positive feedback and acknowledgement. These small things make a difference. [20:42] - One of the goals of a leader is to encourage everyone and get the best out of everyone that you’ve already got. [21:21] - Deb shares a humorous story of how they discovered an employee had Covid as she was going above and beyond cleaning a mess. [22:27] - We can’t always control everything, but we can offer an environment that is positive and encouraging. For something to reach self-actualization, they need to feel fulfilled in their job. [23:24] - Meg suggests reading books by Brene Brown to understand this even more. [24:10] - Opportunity can mean a lot of different things for everyone. You have to give people an opportunity to succeed but also to fail. Mistakes will happen for growth. [25:49] - Giving someone the task of managing social media gives them the feeling that they are contributing. [26:32] - Self value is part of being happy and being fulfilled at work. [27:02] - During evaluation periods, ask team members what their interests are and find out what they want to be better at. [28:10] - As a profession, delegation has not been a strength. [29:03] - Educating outside veterinary medicine is important when you are a leader. Look outside the box and learn how to better the team.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 12 Nov 2020 | Demystifying Strategic Planning with Jake Waas | 00:25:48 | |
All of our plans for 2020 flew out the window due to the challenges we’ve faced with Covid. Now that we are approaching 2021, how should we plan? 2021 seems just as questionable as 2020 has turned out to be, so why bother? Strategic planning is still just as important now as it always has been. We tend to be afraid of what might go wrong and because of that, we just don’t start.
Today’s guest on the VHMA Podcast is Jake Waas, an owner and practice manager in California. He is definitely the “Culture Guy,” because his team is a crucial part of his practice’s strategic planning. Although this year has turned out to be vastly different than they had planned for, listen on to hear how Jake managed to make the most of 2020 and his tips on moving forward into 2021.
Show Notes:[1:47] - Jake considers himself a “culture guy” because he likes to get the feedback of the team and have them as a part of the process. [2:07] - Ideally, strategic planning would take place on site to discuss in person a lot of goal setting for the next year, but Covid has made things challenging. [2:51] - Generally, people think about strategic planning as a numbers game that is only concerned with money. But hiring, staffing, and equipment are also a part of this process. [3:48] - Jake says that they are always focused on improving their client service, quality in medicine, and making it a great place to work. They start planning on how they can raise the bar in these areas. [5:59] - Debbie notes that the numbers are the easy goals to set, but changes in staffing and unexpected repairs to equipment impact how these goals are met and must be planned for. [7:19] - Jake says that they had lofty goals at the start of 2020, but they had to change due to Covid and applauds his team’s resiliency. [8:07] - This year was a time to set some of the lofty goals aside and focus on the soft skills within his team, such as patience, compassion, and building a teamwork mentality. [9:40] - Be stubborn on your vision but be flexible on how you get there. That has been a great reminder for Jake and his team because they kept their priorities but had to adapt their plan this year. [11:16] - We are still a service industry and 2021 is a questionable year to plan for. [12:24] - Jake encourages his team to share their ideas and gets excited when their vision is bigger than his. [12:56] - The main thing to listen to when planning is what your market is asking for. [14:20] - Planning is far more than sitting down with the numbers. [15:46] - To hit financial goals, increasing prices always feels like the easiest way to do that, but it isn’t always the best option. [17:21] - Jake not only likes to look at the number of transactions, but the average amount of a transaction. By looking at both, he can make goals for doing more with what appointments they already have. [18:38] - Where does training fit in with your strategic planning? [20:15] - Jake breaks down what strategic planning looks like by listing a lot of the things that should be looked at and addressed. [21:50] - Jake and Debbie both recommend the book Traction which helps you break down big goals into smaller, more manageable chunks. [22:45] - At the end of the day, when we are in the midst of this challenging year, follow your gut. If you feel something needs to change, move in that direction. Take one thing at a time.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 06 Dec 2023 | Regulatory Compliance | 00:33:22 | |
Welcome to our latest episode, where we dive into the world of regulatory compliance and trends. Navigating the evolving landscape of state, local, and federal regulations can be daunting, but understanding the key agencies involved is the first step. In this episode, we discuss common agencies and pitfalls to empower practices to proactively address areas needing attention. Our guest, Sandra Brown Wiltshire - a seasoned LVT CVPM with extensive experience across all types of practice settings - sheds light on the significance of compliance and its implications. As the Department Chair at the State University of New York in Veterinary Science Technology, Sandra's passion lies in imparting her wealth of knowledge to the upcoming generation of technicians and practice managers. Together, we'll explore the national landscape of compliance, emphasizing the repercussions of non-compliance and how to best prepare for them.
Show Notes:[2:23] - With OSHA compliance, we want to make sure we have the five components in place and keep them up to date. Sandra explains what the five components are. [5:16] - Some practices have OSHA plans on the computer. Others have a hard copy. Sandra’s suggestion is to have multiple copies in the event of an emergency. [7:23] - Incident reports of workplace injuries and other types of OSHA forms need to be kept for a certain amount of time. Some of them also need to be posted. [8:36] - OSHA compliance can seem overwhelming, but if you make following their steps a priority, OSHA is very clear about what is expected. [11:42] - Following these steps also protects the practice legally. [13:08] - It is crucial to educate staff on the importance of regulatory compliance. [15:45] - Debbie describes a clean way they have maintained a schedule and system to handle controlled substances and expiration dates. [19:55] - Practices should be considering that everyone has a dosimetry badge. [22:27] - If employees leave the practice for another, they should be provided with a log of how much radiation they have been exposed to during their time there. [24:17] - Employees have the right to know, understand the state and federal regulations. [27:42] - When it comes to state and federal regulations, you need to adhere to the one that is most stringent. [29:52] - There are more and more violations turned in regarding malpractice and unprofessional conduct. If you get a notification about a complaint, follow and respond in the time frame required by regulation agencies.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 20 Nov 2023 | Managing Labor Costs | 00:32:37 | |
In this episode, we're joined by the insightful Melissa Mauldin, a seasoned professional with a wealth of experience and a great perspective on navigating the balance between attracting top talent and maintaining a healthy balance for profitability. Melissa, who has worn various hats over the years and now serves as an instructor for the VHMA’s Rising Manager Training Program, shares her wisdom on offering fundamental benefits packages. Join us as we explore how she uses data to support benefits selection, how she incorporates information about offerings to employees throughout the year, and what we need to offer as basics before we look at the “flashy” ones. As Melissa aptly puts it, it’s simple, but not always easy.
Show Notes:[2:47] - When it comes to benefits, people expect health insurance, vacation time, and fair pay. You have to provide these basics. [3:49] - Beyond the basics, people are looking for a good environment, flexible work schedule, and growth through tuition benefits. [4:50] - Flexibility is key in current times, but there has to be a balance to provide client and patient care. [6:02] - Provide employees with information on benefits so they take advantage of them. [8:00] - Weave in conversations about some of the flashy benefits you offer throughout the year, especially when talking about goals. [10:06] - If you come in with a new offering, you need to bring data to get owner buy in. [14:00] - Sometimes we have great ideas and they “bomb.” Melissa says that they are experiments and we can learn from what we launch. [15:21] - One benefit that has been a great success for employees in the industry is floating holidays. [17:40] - One thing to consider regarding PTO offerings is making sure that the practice can be staffed when employees take the time off. [19:32] - Melissa shares what numbers and trends she looks at every month. [21:50] - How do we make enough money to offer these benefits? [24:18] - It’s important for leadership to look outside of themselves and see the bigger picture. [27:33] - Make the message relatable and “absorbable.” [29:03] - Make sure you’re focusing on the fundamentals - fair pay, health insurance, PTO, and good culture.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 17 Aug 2022 | Growth and Career Mapping for Your Team with Molly Lautzenheiser | 00:31:07 | |
Growth and Career Mapping for Your Team with Molly Lautzenheiser With hiring and retaining quality team members becoming ever more challenging, we have to consider career satisfaction more than ever. One of the ways we can ensure employee career satisfaction is by cultivating a culture of growth through career mapping. This process gives employees learning opportunities that not only fit a need within the practice, but spark their interest and bring them joy. How do you know it brings them joy? By bringing them into the conversation and letting them be a part of the decision making. You may be surprised by what you’ll learn. Today’s guest is Molly Lautzenheiser from Avon Lake Animal Hospital. Her background is fascinating as she began working in the industry as a boutique owner. Fast forward to present day, she is the Hospital Administrator at Avon Lake and knows the importance of outlining potential growth areas for employees. In our conversation today, Molly shares the changes they’ve implemented in the review process to incorporate career mapping and the effect it has had on engagement and retention among all roles. We have a responsibility to help people succeed. In these changing times, we need to flip the question from “What can the employee do for you?” to “What can you do for the employee?” Show Notes:[3:17] - Career mapping helps with employee engagement and retention. [3:57] - Bring employee interests in the field into their current role. [5:15] - At Avon Lake, they are adjusting how they complete reviews and focus on employees working in their job in a purposeful and meaningful way. [6:58] - Traditionally, this industry does not spend enough money on training and education. [8:39] - Debbie shares the experience of an employee wanting training and the thoughts going into the decision to pay for it. [11:12] - Thinking outside an employee’s typical role can lead to tremendous growth for them as individuals and can bring a new dynamic to the team. [12:43] - Ask your team what brings them joy throughout their workday. You may be surprised by their individual answers. [14:47] - Annual reviews have been changed to a more manageable process for Avon Lake. [15:49] - Molly describes what the first career mapping meeting looks like for an employee. [17:03] - Breaking things down into smaller manageable chunks makes goals feel attainable. [19:14] - Who is involved in the career mapping process? [22:05] - Don’t underestimate your intuition regarding an employee’s strengths. [24:57] - Come at it from their perspective. [26:33] - Career mapping is a natural way to create a culture of growth in the practice. [28:23] - The conversations you have with your employees will be eye opening to the ways the practice can improve. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: | |||
| 10 Aug 2021 | Software Policies and General Practice Security with Ben Spinks | 00:37:01 | |
There seems to always be a new threat on the horizon when it comes to network and software security. Not only that, but there are always new gadgets coming out that make previous security measures less effective or obsolete. This aspect of running a practice can be frustrating. That’s why we have Ben Spinks on the show today to help us better understand the right policies to have in place and general tips on practice security.
Ben Spinks temporarily (or so he thought) entered the veterinary industry in his current capacity in 2004. He planned on helping a veterinary practice “run some numbers” over the summer to delay his inevitable entry into the corporate world. That one summer stretched longer than he anticipated, and he’s been the Hospital Administrator of Tipp City Veterinary Hospital ever since. Outside of his role at TCVH, Ben helps other businesses run more efficiently, helps companies in the veterinary industry communicate effectively using video, and is part of the consulting teams at VetSuccess and at VetSupport.
Using his IT knowledge to better secure his practice, he is also helping others keep up with routine security audits and in today’s episode, providing a lot of great actionable steps to take to make sure you are safe.
Show Notes:[3:14] - New threats come out all the time. IT works hard to mitigate new threats. [4:29] - Cutting costs can be detrimental for some IT tasks. [5:42] - Debbie shares how she runs new things by her local IT guy for guidance. [6:30] - Ben highly recommends regular security audits. [7:18] - Security audits can be IT based and apply to HR as well. [8:30] - Ben describes external and internal security audits and how often to have someone check everything out. [10:07] - There has been some recent discussion on VHMA forums regarding keypads. Ben addresses the concern and explains the different varieties. [12:34] - The constant changing of passwords can be hard to manage. Using a password manager can be very beneficial. [14:38] - Ben and Debbie discuss common password best practice. [16:03] - Veterinary specific software and computers may have different best practices than other types of industries. [17:40] - Policies regarding IT are extremely important to have in place and follow. [20:21] - Ben highly recommends getting professional assistance in setting up a strong firewall. [21:14] - What are some things you should have in place for security and backups? [23:39] - Security, backups, and IT need to be budgeted in. Things are pricier than Debbie thought they would be but the risk without is too huge. [25:53] - Virus protection that is updated on a regular basis and routinely checked is a non-negotiable need. [28:29] - Network cameras are a great place to start if you do not have security cameras in place. [30:20] - Ben addresses team access and what it might look like in some practices. [32:11] - Two factor authorization is best practice. [34:12] - Talk to your team and get everyone on the same page with policies.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 03 Apr 2024 | Spectrum of Care | 00:29:52 | |
Today’s topic has been buzzing around the industry lately – spectrum of care. You've probably heard various opinions on this matter, but what exactly does it mean, and is it just another passing trend? Does it mean that there’s just one good way to do it or should plans be customized? Joining the podcast today is Beth Fritzler, a DVM and CVPM in Seattle. With years of experience under her belt and a passion for personalized pet care, Beth is here to shed light on why tailored treatment plans are the way to provide care to as many animals as we can. From understanding the importance of flexibility in care options to empowering clients to make informed decisions, Beth will guide us through the ins and outs of navigating the spectrum of care. Throughout this episode, we'll explore real-life scenarios and dive into the nuances of customizing care plans to meet each patient's unique needs (and personalities). And in addition to learning how the spectrum of care impacts a patient or client, you’ll also learn the impact it has on the team.
Show Notes:[2:26] - Spectrum of care is broad and it encompasses all the different choices and levels of care that can be offered to patients and clients. [4:34] - One trend is “Plan A or nothing,” but Beth explains what that means for patients and their owners. [5:50] - It is important to know where to draw the line and make sure it is communicated to the team. [8:08] - Be open to the idea that the plan needs to be tailored to the pet. [10:14] - Veterinarians are responsible for their patients and looking for solutions to their health issues. [11:57] - Each patient is different. Some pets need more care than others. [13:33] - We need to encourage the team to listen to the pet owners. They know their pet better than anyone. [15:07] - There’s nothing wrong with offering the “A” plan. But it is important to give the client time to think. It’s not always an easy decision and is not always financial. [17:24] - You really don’t know what a client’s concerns are until you ask. Take the time to ask and answer questions. [19:47] - Many concerns clients have seem like a big deal to them, but we can easily solve them by asking questions and customizing the spectrum of care. [22:30] - A trend that started after the Covid-19 pandemic is the trimming down of hours and availability. It is time to revisit this thought as it limits potential care for pets. [25:07] - Customizing the spectrum of care can also build empathy in staff members. [27:52] - Don’t be afraid to step out of your comfort zone to offer something that a pet needs. That might be their best option.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 19 Jun 2024 | Managing to the Core Values | 00:34:33 | |
Welcome to today’s episode where we delve into a crucial aspect of veterinary practice management: using core values as a management tool. Establishing basic expectations based on core values might seem daunting, but is essential for aligning the entire team in the desired direction of the practice. Once these values are clearly defined and communicated, they serve as a foundation for behavior and daily performance,helping to ensure that expectations are consistently met. Our guest today is Debbie Newhouse, LVT, MBA, CVPM, a hospital administrator in Nebraska who finds joy in helping people grow both professionally and personally. In our discussion, Debbie shares the transformative catalyst that shifted her management approach to focus on their core values. By developing specific behaviors and actions associated with each core value, Debbie's team has a clear understanding of what is expected. She emphasizes the importance of incorporating core values into every facet of the practice, from interviews and new hire conversations to daily operations and leadership training. Ongoing communication is key to this approach. Debbie’s insights highlight the importance of consistency and frequent communication about the behaviors aligned with each core value. By making core values a regular part of the conversation, practices can create a cohesive and motivated team dedicated to the same standards and goals.
Show Notes:[2:14] - Debbie shares the catalyst that changed her management approach to being focused on core values. They developed a set of behaviors and actions associated with each core value. [4:36] - Core values are included in interviews and conversations with potential new hires. [6:41] - Leadership training is important when it comes to core values and expectations being clearly defined in the daily operations. [9:40] - Attendance began as an issue. Now it is a behavior associated with the core value of Respect. [12:57] - One person on the team could negatively impact the rest of the team if they are not invested in the core value focus or being held accountable. [16:51] - Debbie describes some of the push back that has occurred and how it was addressed to maintain core value expectations. [18:07] - Ongoing communication of the core values and actionable behaviors is key. [19:24] - Performance reviews need to include each core value and the behaviors associated. [21:18] - Before a team member is terminated, they should have had several conversations with clear opportunities to improve. [23:23] - It’s important for the evaluation process to be simple and precise. [27:41] - Debbie describes how difficult conversations could go when it comes to performance evaluations. [30:25] - Be very consistent and communicate the behaviors that you want to align with each core value. They should be talked about frequently. [32:30] - Core values shouldn’t just be something posted on the wall. They help the cohesiveness of the entire team and success of the business.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 02 May 2024 | Compassion Management | 00:29:46 | |
Welcome back to another insightful episode as we continue our journey into detoxifying teams and fostering a more compassionate workplace culture. Guest Rebecca Fox, a seasoned CVPM and Hospital Administrator from Orlando, FL, sheds light on what she calls "Compassion Management." With her wealth of experience, starting from the ground up as a receptionist to her current leadership role, Beckie brings a fresh perspective on nurturing compassion within our teams. Throughout this episode, we explore practical strategies and insights on how to infuse compassion into our management approach. From understanding the "why" behind processes to fostering empathy and trust among team members, we uncover actionable tips to cultivate a more supportive and empathetic workplace environment.
Show Notes:[2:14] - You can manage well while keeping your humanity intact. [3:24] - Team members need to understand the “why” behind processes. [4:22] - Compassion Management is seeking to understand someone else’s perspective. [6:36] - Empathize with someone’s situation and assume good intent. [7:57] - If we can’t trust each other and communicate, then patient care suffers. [9:04] - Self-awareness is a skill that not everyone possesses. [11:46] - We can give team members techniques to put problems aside to focus on patient and client care. [13:05] - Managers need to know the scope of their role. Knowing your boundaries is important for successfully leading others. [16:26] - The team will take their cues from the top down. Hold yourself to the same compassion standards. [18:31] - Not all natural leaders are in a leadership role. Identify and communicate with the influencers on your team. [20:15] - You have to set the standards yourself, hold yourself to the same standards, and communicate why the standards are important. [24:51] - Compassion extends to clients as well. [26:06] - Beckie recommends some books and resources for Compassion Management. [28:02] - As leaders, we need to remember that we serve the clients and the team as a whole entity. It’s not about us.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 17 Apr 2024 | The Battle of Logic vs Emotion and Why You Need Both | 00:30:18 | |
In today's episode, we're talking all about emotional intelligence, a term that often gets thrown around but is frequently misunderstood. It's not just about raw intellect; instead, it's intertwined with how we navigate relationships and environments. In the veterinary world, where patient care and client service are paramount, understanding the role of emotional intelligence is crucial. Joining us is Rob Best, a seasoned CVPM with a background in Business and Organizational Communication. Having worn every hat in the hospital except DVM, Rob now leverages his expertise to help leaders enhance their effectiveness. As we explore the landscape of emotional intelligence, we'll unpack its five components, which serve as invaluable tools for navigating interpersonal dynamics. From understanding the need for certainty in our brains to regulating our behaviors in stressful situations, Rob sheds light on how emotional intelligence impacts every aspect of veterinary practice management. But it's not just about recognizing the importance of emotional intelligence; it's about cultivating it. Rob emphasizes the pivotal role of leadership in fostering emotional intelligence within teams, highlighting the power of intentional decisions and ongoing training. Throughout our conversation, Rob gives practical strategies for enhancing emotional intelligence, including self-awareness exercises, visual reminders, and the importance of grace—both for ourselves and others. So, whether you're a seasoned practice manager or just starting your leadership journey, tune in as we uncover the transformative power of emotional intelligence in veterinary practice management.
Show Notes:[2:47] - Emotional Intelligence (or EQ) has five components that help increase our ability to be more skillful in navigating interpersonal relationships. [4:54] - Certainty is something our brain needs. Emotions are never certain, so we need to learn how to regulate our behaviors. [7:08] - It’s about manifesting and about intentional decisions from leadership. [8:19] - Do we allow a stressful situation to become even more challenging because we can’t regulate our emotions? [11:05] - We can’t “fix” people. But we can train people to better manage their behavior. It all begins with leadership. [14:10] - Under stress, emotional intelligence can take a hit. [16:22] - The day-to-day often gets in the way of new things we’d like to implement. [18:06] - Self-awareness and examining ourselves can be uncomfortable and challenging. [21:25] - Visual reminders can be helpful. [23:06] - You can highlight certain aspects of emotional intelligence that draw connections to the practice. [25:32] - We are all human. We have “stuff.” [27:01] - Give yourself and others grace. Our fear-based brains are driven to defensive behaviors.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 03 Jul 2024 | Boosting Efficiency with Technology | 00:32:38 | |
Have you ever wondered how technology and artificial intelligence could improve efficiency in your practice? In recent years, our post-pandemic workplaces have focused heavily on efficiency. Embracing new technology can maximize this efficiency, but can it raise many questions. What tools should we choose? What’s right for our practice? Who will champion the new tool? We'll discuss all of this and more with my guest, Carol Hurst, LVT, CVPM, CVJ, CCFP. Carol is the Education and Training Leader for Encore Vet Group. She’s proud of her LVT roots and understands the dynamics of practice leadership. Before she began teaching, Carol managed a practice for 12 years, and she’s passionate about giving back to the veterinary community. We are fortunate today to have her here to talk about how to use technology to make our lives easier. We discuss some of the biggest pain points that can be improved through technology, particularly in client services. We also explore which services need to be provided in person and which can be automated, such as appointment scheduling. Additionally, we dive into Chat GPT and how it can enhance our daily routines by acting as a personal assistant. It's time to ditch the overwhelm, use technology for efficiency, and give clients what they want. Show Notes:[02:41] - Some of the problems we can address include being staffing shortages, overwhelming case load, and just being too busy. Improving client service can alleviate a huge pain point. [05:42] - Bridging the gap between technology and client services. [07:01] - So many practices are inundated with calls that phone trees could be a helpful solution. [08:30] - Scheduling online is also easier for the clients. [12:11] - It's a manager's role and obligation to take the time to answer questions and formulate a plan for introducing new tools. [13:45] - We need one person to be the champion for each new tool. We also need to talk about the anticipated bumps and create plans and SOPs so everyone is on the same page. [15:32] - Chat GPT is such a powerhouse. It can help with marketing and help spotlight your brand. Having a tool that will help with ideas is so useful for managers. [18:32] - HR, training, scripts, and client education are also great Chat GPT uses. Carol shares a prompt that she directed and the output she received. [20:23] - Revisiting scripts using modern technology and Chat GPT. [22:18] - We talk about apps that help with writing and virtual scribes. [23:29] - The well-chosen tool is the answer. [24:01] - Overcoming pushback when new tools are introduced. Make sure you set everyone up for success. Be honest if something doesn't work. [26:06] - Evaluating and choosing the right ideas. [27:03] - Focus on what your practice really needs, what you're trying to solve, and if it will generate revenue. [29:17] - How to analyze a piece of equipment. Give yourself time and do your research. [30:11] - Be an active participant in the conversations around all of these new technologies. Pay attention.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 13 Sep 2022 | Are Managers Invincible? Nope! With Chris Cesena | 00:33:04 | |
In the spirit of self-care, we need to take a close look at how we manage not only our teams, but how we manage ourselves. Managers may seem invincible, but mistakes are inevitable. How do you manage the mistakes you make? The goal of today’s episode with Chris Cesena is that you learn from your mistakes. But more importantly for you to also see how to correct a mistake and proceed forward without letting it paralyze you. In this episode Chris not only shares her tips and advice on the subject, but she and I share real mistakes made by real managers, both big and small. Although sometimes it feels like we need to be perfect, no one expects that of you except yourself. So listen to this episode for the pick-me-up you need and give yourself some grace.
Show Notes:[2:37] - Welcome to the show, Chris! [3:46] - The variety of responsibilities can be a distraction and can create really high expectations. [5:34] - Managers seem invincible because they have checks and balances but they aren’t always seen. [6:27] - Managers check in on everyone else, but they also have to check in on themselves. [7:32] - A lot of times, we have a hard time showing that we aren’t invincible. [10:21] - Chris thinks the training portfolio needs to expand to include self care and personal wellness. [11:46] - If you do not take care of yourself, you cannot take care of others. [12:41] - Wellness is very personal and everyone’s self care is different. [13:40] - What does your mask look like? [15:13] - Communication styles need to be taught and understood. [16:46] - Use “and” instead of “but”. [17:50] - Transparency is critical especially if you’ve made a mistake. [19:52] - When you accept the role of manager, the reality is that you will be the one in charge of a lot and not all of it is glamorous. [21:46] - Only communicate to the people who need to know what you’re saying. [23:34] - Debbie and Chris share big and real mistakes that have been made in this role. [26:10] - Chris admits her biggest mistake. [27:12] - Try to go into difficult conversations and admit mistakes with a solution. [29:12] - Big mistakes happen, even to the best managers. [30:20] - Don’t dwell on the fact that you’ve made a mistake and give yourself grace.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 15 Nov 2021 | Strategic Planning with Tiffany Consalvo | 00:32:07 | |
As we start thinking about wrapping up another year, we need to plan for 2022. Strategic planning seems intimidating, but with our guest’s help today, it doesn’t have to be. Tiffany Consalvo joins me today as we talk about taking the scary out of strategic planning.
Show Notes:[2:00] - Welcome to the show Tiffany! Tiffany begins by sharing the importance of strategic planning. [3:10] - Strategic planning can be intimidating and Tiffany describes the hurdles. [4:40] - Part of this planning is understanding your current place. Busy does not equate to success. [7:08] - After meeting with the owners, Tiffany then meets with other team members. [8:03] - If you have a large management team, it can be challenging to have too many people in a planning session. [10:22] - There needs to be some sort of structure to strategic planning meetings. [11:18] - What are Mind Maps and how can they help the flow of a planning session? [13:01] - It is important to create SMART goals and make plans. [14:33] - Big hairy audacious goals will come up and they are great to keep in mind as long-term goals with milestones within. [17:28] - Strategic planning is not just about the numbers. It is crucial to include Human Resources in planning meetings. [19:20] - Think about what your Dream Team would be for 2022. [21:36] - It’s also important to consider the clientele in your practice when developing a plan. [22:47] - Tiffany recommends some different planning apps and reminds us that not everyone will love every program, but they’re worth talking about. [25:23] - Start communicating goals with the why behind them. [26:50] - Breaking down each step will also help make things measurable. [28:37] - Tiffany recommends professional development books and advises to take the scary out of strategic planning. [30:21] - Take the time to dig into your own practice as goals are not copy/paste. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources:
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| 09 Dec 2022 | Celebrating Our Treasured Clients with Karli Carter | 00:28:49 | |
‘Tis the season to celebrate and there is no one better to celebrate than the clients and families who show us their appreciation. Take a moment to think about those clients. Odds are, you think of a handful of special clients that take care of you and your team just like you take care of them. So, who do we thank and how do we do it? Today’s guest is Karli Carter, a hospital administrator out of Utah. She began her career in 2005 as an assistant and has worked at the same practice ever since. Throughout her career, she’s met special clients that develop into life-long relationships, but sometimes it’s hard to focus on the positive. In today’s conversation, Karli shares ways to get a team of diverse personalities and from all generations and walks of life to see the good things and celebrate the compliant clients. She has a lot of great ideas and during the holiday season, there’s no better time to show these clients how much they are appreciated.
Show Notes:[2:27] - There are several little things that clients do to appreciate the team, like reviews, cards, and cookies. [3:33] - Since the pandemic, the reasons clients complain have changed. We tend to dwell on the negative reviews, even if there are fewer of them. [5:26] - We need to shift the focus from the negative and help staff to appreciate the clients who recognize what we’re doing right. [7:55] - Clients are all different as are team members. That’s okay. [9:29] - In training, communication needs to be a priority. 80% of the job we do is communication-based. [11:31] - Things will change. They always do but we need reminders of that. It should never be us against the clients. [13:10] - Role playing can be uncomfortable but the exercise is so impactful. [14:48] - What kind of programs can we have to give these amazing clients something special? [16:13] - Verbally thanking clients makes a difference. [17:37] - If we say thank you, we are modeling thank you to other team members and clients. We don’t say it enough and mean it. [20:01] - Debbie uses seasonal email signatures that catch people’s eyes. [21:24] - Take feedback from clients and consider what is in your control and what isn’t. [23:08] - We can’t predict what might upset another person. [25:22] - Debbie and Carly discuss some ideas to celebrate compliant clients. [27:04] - Kindness goes a long way.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 30 Jul 2022 | Implementing a Technician Triage Program with Karen Hart | 00:28:52 | |
It seems like this year’s caseload has been very overwhelming! And no matter how many people are on the team, it makes things feel like we’re understaffed. We are always looking for great ideas to keep the team feeling empowered but also ensuring that clients are taken care of quickly and efficiently. That’s why Karen Hart joins the podcast today with a program her practice developed called the Technician Triage Program. Karen Hart is the practice manager at Lamoille Valley Veterinary Services in beautiful Hyde Park, Vermont. She has been there since 2017 and comes to this field with a degree in engineering. In this episode, Karen shares how her practice developed this program and what problems it solved. They were faced with several challenges and modeled their triage process after the traditional triage system in human hospitals. What’s working and what can you take away to use in your practice? Show Notes:[2:43] - Because of the desperate need for staff, Karen developed the Technician Triage Program. [3:50] - Similar to a human hospital, technicians triage the client prior to seeing the vet. [4:58] - Karen describes how she and the practice owner arrived at this idea. [6:18] - It took a while to work out all the kinks and Karen shares some of the concerns they had before rolling this out for all patients. [7:38] - Who are the team members that are a part of the triage team? [9:19] - At their hospital, they require technicians to be credentialed. [10:11] - Phased training helped roll this program out and built empowerment for technicians. [11:27] - Some people are very content in their position and don’t want to advance. [12:51] - Sometimes there are things that won’t work out. Karen shares what took off and what didn’t in implementing this plan. [14:21] - As a manager, it is important to keep an open mind. [15:49] - By using the human hospital as a model, it makes it a lot easier to communicate the process to clients in a way that is relatable. [18:29] - There are some things that doctors just don’t have to do. This method makes visits quicker and easier for clients. [20:01] - Initially, Karen thought they would be admitting more overnight patients, but that didn’t work. [22:10] - Sometimes clients just don’t see what else is going on. Their issue is their emergency but may just need a brief assessment through triage. [25:27] - There are valid concerns to think about. Thank you for listening. Remember you are not in this alone. Visit our website for more resources. Links and Resources: | |||
| 18 Oct 2023 | Career Development Planning | 00:29:30 | |
Education and professional development are part of the core values of many practices and organizations. But when there are so many certifications, conferences and opportunities to choose from, how can you find the time and resources to attend the ones that would benefit you the most? Jessica Speas joins us today to talk about career development for managers. Jessica is a hospital administrator in California but through her commitment to lifelong learning and hard work, she completed a term as President of VHMA. Her motto is, “Perfection is not realistic; continuous improvement is.” This mindset is the basis for our discussion today. In this episode, you’ll learn why a commitment to your own path is important, ways to prioritize your professional development, how to advocate for your own education, and how to prepare for a transparent and open conversation with practice owners regarding your career development.
Show Notes:[2:24] - Jessica met Debbie at her first management exchange. She saw the possibilities and started the pursuit for her CVPM and started getting involved in VHMA committees. [4:35] - Everyone starts with a time in our careers when we don’t know about the existence of various roles, certifications, and opportunities. [5:57] - You don’t know what you don’t know. Attending conferences and getting out of your comfort zone provides exposure and opportunities to learn new things. [7:34] - Transparency is key in justifying your need for opportunity. Share the costs of learning opportunities and career development with practice owners. [9:42] - It’s unreasonable to expect someone to do well in their career when they are stagnant. Lack of growth is demoralizing. [11:12] - Prepare some justification points on why you should attend conferences, courses, and meetings. You need to have something to benefit your role in the practice. [13:22] - Some things that you learn or try will not be what you need or expect, but pursuing professional development is still important. [15:37] - Jessica appreciates learning new material, but is wise in recognizing that she doesn’t have to have every certification. It is okay to not do it all. Someone else can be an expert in another area. [18:12] - You probably don’t have a completely detailed plan on what to pursue in advance. But having an idea of what you want to learn and where to seek it out will put you on the right path. [20:02] - Some practices have a core value of education and the learning content being sought needs to align with what you do in the practice. [21:46] - Very busy phases of your life may not be the time for in-depth course work. Choosing where and what to pursue can avoid putting unnecessary stress on yourself. [26:14] - Prioritize your own professional development. Give it some thought throughout the year and advocate for your own learning opportunities like you do for your team.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 21 Aug 2024 | How to Successfully Say No | 00:30:37 | |
Navigating the complexities of the veterinary profession often involves finding a balance between compassion and practicality. Veterinarians and practice managers are known for their kindness, but what happens when saying yes to everyone leads to overcommitment? And, how do you handle the backlash when a necessary "no" is perceived as unhelpful? These challenges are frequently discussed in the VHMA forums, and setting boundaries with clients and employees has become essential. In today’s episode, we explore the delicate art of saying no—focusing on how to do so effectively and empathetically with clients, and how to guide employees in doing the same. Our guest, Joan McCue, CVPM, brings her experience as a veterinary practice manager in South Carolina to the conversation. Joan shares insights on the difference between a sharp "no" and a more considered decline, and offers strategies for explaining the reasoning behind a no to ease client concerns. Joan highlights the importance of confidence in delivering a no, and the role of education in helping both clients and staff understand necessary boundaries. Saying no seems final but looking for what we can do is key. Whether it’s having staff serve as boundary-keepers for doctors or knowing when it’s appropriate to "fire" a client, Joan provides valuable advice for maintaining a balanced and respectful practice environment.
Show Notes:[2:43] - There is a difference between a sharp no and a decline to saying yes. [5:26] - Clients don’t always understand that there are processes and laws in place that require us to say no to some of their requests. Education is key. [7:09] - Confidence plays a big role in the ability to say no to clients. Joan admits that it has taken a long time for her to build this skill. [8:56] - In some cases, the staff acts as gate-keeper for the doctors, who are generally not as good at saying no to clients. [11:59] - Education around this topic is not only important for clients, but for staff and doctors as well. [13:58] - Joan shares an example of how saying no can cause a hard conversation with a client, but it's important to stay firm to the agreed upon boundaries. [16:50] - We don’t know what is going on in someone else’s life to cause high emotion. [18:49] - It is a generally accepted business guideline to under-promise and over-deliver. [20:06] - There is a fine line between saying no that manages boundaries and apathy. [24:33] - How can we train staff on when and how to say no to clients? [27:21] - We need to treat all clients equally, with the same amount of empathy and respect. But there are times when it is appropriate to “fire” a client. [28:38] - No doesn’t always mean that there’s not a solution or answer to a client’s question. We must train our team to be willing to search for those solutions.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 28 Nov 2022 | Strategic Staff Planning in an Uncertain Economy with Cris Chilelli | 00:31:15 | |
As we begin wrapping up the year, it’s time for strategic staff planning. The people who love numbers are probably very excited, but in an uncertain economy, this year’s planning could look a lot different. Cris Chilelli joins the conversation today to help us wrap our heads around the challenges we’re facing. Cris is the Regional Operations Manager for VCA in Arizona and with 25 years of experience in the field, she knows a thing or two about strategic planning. In this episode, Cris dives into overstaffing, turnover rate, office culture, and the “doom and gloom” of an economic recession. Regardless of the current numbers and metrics, it’s important to know where you stand right now and be able to make a plan for what’s coming. It does sound daunting, but this conversation with Cris ends on a high note with her words of wisdom and motivation.
Show Notes:[2:50] - Strategic planning is not a “cookie cutter” process. [4:06] - Retention is a challenge right now as well, with a shortage of professionals. [5:05] - The metrics used a year ago will not work this year. [6:30] - Overstaffing is a good idea when possible during uncertain times. [8:23] - Another concern is when current employees are unhappy or not pulling their weight. [9:35] - The team is looking to management to hold everyone accountable and treat everyone fairly. [11:29] - The turnover rate in this industry is twice that in other industries. [13:05] - Culture is crucial and it takes some time to build that. [14:16] - The younger generation of employees are usually very clear on the things they want and they have great ideas. [15:48] - It is important to monitor staff turnover. [17:47] - How can we train employees to give them the opportunity to grow and the desire to stay? [19:10] - Cris shares her thoughts about overtime. [20:18] - Managers need to be okay with monitoring and stepping in to have conversations with someone who isn’t pulling their weight. [22:06] - Some managers may feel very beaten down right now. [23:09] - A recession is looming and we need to be as prepared as possible. [25:10] - Someone has to do the hard things. It’s important to find staff who are willing to do these tasks and to train them appropriately. [26:33] - Start where you are now. Know and be clear on what things are like right this moment and then make a plan. [27:57] - It’s easy to get sucked into the “doom and gloom” of the economic recession. [29:07] - The numbers we have used for years may not work moving forward, but 2023 doesn’t need to be scary.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 19 Dec 2023 | Goal Setting for the New Year | 00:29:38 | |
In this podcast episode, we delve into the crucial process of setting and maintaining goals for the upcoming year. While financial considerations often dominate the discussion, this episode sheds light on the equally vital operational aspects that need the same attention. It is important to examine staffing levels, consider adding services, and stay attuned to changes in the community. Effective planning requires dedicated time to ensure the successful implementation of goals, and more importantly needs the buy-in and collaboration of the team. Today’s guest is Meghan Bingham, a CVPM in Houston. Meghan started out in a summer job in her neighborhood clinic, fell in love with veterinary medicine, and worked her way through all the areas up to manager. She has helped to grow the clinic from a one doctor to a twelve doctor practice and has held every position except veterinarian. She was also elected into VHMA’s Emerging Leaders and has served as Director for the VHMA board since 2011.
Show Notes:[2:58] - Once the budget is out of the way, Megan sets the tone of goal setting by picking a “word of the year.” It’s useful to have a focus. [4:07] - Having a plan and an accountability partner are important for Megan’s goal setting. [5:09] - Getting a team’s buy-in makes a difference in what goals will be successfully met. [6:56] - A problem is not just one person’s problem. There are a lot of moving parts and there can be hiccups. Team members can help come up with a plan. [8:57] - Managers are great planners. But making sure things are happening is the challenge. [10:28] - Checking back in throughout the year and celebrating progress are important. [12:25] - Remember your why. [13:52] - It all matters. Goals do not have to be financially driven. [14:52] - Vendors and clients can feel team tension. Staffing goals could be all about how employees interact with each other. [17:26] - Team building is critical. Megan shares some of her favorite team building exercises. [20:02] - Some goals seem like they are not measurable but they are. Put them on paper and determine how they can be measured. [22:24] - To boost the culture in the practice, consider having a kudos board that isn’t invisible to clients. [24:10] - Building people up in the team is a way to boost culture and meet the culture goals you set for the year. [25:10] - Megan says that the unsuccessful ideas are the ones she comes up with completely on her own. Goal setting and problem solving as a team is key. [26:21] - Set easier goals to give yourself and the team an opportunity to celebrate wins early on in addition to the bigger goals that might take all year.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 21 Jul 2021 | Put our own oxygen mask on first! – Manager Self Care | 00:37:56 | |
Self care has a bad reputation as being too selfish, but in a world of high expectations, stress, and eventual burnout, self care is crucial. That’s why I asked Lillian Clegg to be on the VHMA Manager to Manager Podcast today. Not only is she an excellent practice manager, but she is a former massage therapist who knows all about the importance of self care.
In today’s episode, Lillian and I discuss the importance of self care and what that could look like. In some cases, it could be taking the well-deserved vacation time that you’ve earned. But in other instances, it could be as simple as taking a walk around the building to recenter yourself. Lillian gives excellent tips on how to fit a few minutes in everyday to take care of yourself and ways you can set boundaries for yourself and your staff to better avoid resentment and frustration.
We know there’s a lot of stress in this profession, so listen on for some ways you can start implementing positive self care practices into your routine.
Show Notes:[2:57] - Lillian explains why she left her career as a massage therapist to the veterinarian field as an assistant. [4:45] - In management particularly, there’s not a lot of downtime and the pandemic has changed the pressures. We can’t support the staff if we can’t support ourselves. [5:48] - Many times, we don’t take the opportunity to care for ourselves. We strive to find a work-life balance for leaders but not always for ourselves. [6:59] - Self care has a bad reputation for being selfish. [7:48] - We can’t keep dwelling and worrying about burnout, we have to try to prevent it. [8:40] - Lillian explains what she does to identify the need to step back for herself. [9:57] - Sometimes the small things that only take a few minutes can have a huge impact. [11:23] - It is important to just be human. If you need a moment, it’s necessary to take it. [12:32] - Lillian has a lot of hospitals in her area and can collaborate with other managers. [14:20] - Debbie shares her positive experience with a forum that she’s a part of. [16:17] - Lillian admits that she used to not take her vacation time. But she has learned how important it is to take the time away that she has earned. [18:30] - Teams need to be prepared if you are away. Empowerment talk is important. [21:01] - Use sick days when you need them or you will become more physically ill. [22:40] - We also need to be sure not to get irritated when others need to take time for self-care. [23:50] - It is important to understand that staff need time off, too. There are some that are more chronic for calling out, but in general we need to consider this. [26:26] - Lillian describes the boundaries she has in place for herself and how she communicates this to her team. [28:42] - A boundary that should be in place is interruptions. [30:54] - Phone calls after business hours or during time off could cause resentment. That is where boundaries come in. [32:15] - Lillian avoids that resentment by having a team in place to handle issues when she is not working. [33:54] - Although salaried, you should have a set schedule so expectations are clear on when you are available to support your staff. [35:23] - As you set up boundaries of yourself and your staff, the boundaries of doctors should be respected as well.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 04 Mar 2024 | Navigating Financial Reports | 00:26:21 | |
Welcome to today's episode, where we learn the ins and outs of navigating financial reports. For practice managers, understanding the numbers that drive your practice is essential for making informed decisions and ensuring financial success. Most managers have a favorite report, budget, profit and loss statement, KPI, etc. while others just go by a checking balance that “looks good.” Whatever your favorite report is, they are all important and as our guest today says, “Every report has a story to tell.” Joining us today is Mira Johnson, a certified public accountant (CPA) and CVPM, who brings a wealth of knowledge and expertise in veterinary practice management. She is definitely a “numbers girl” and in our conversation today, she shares the most important things to remember when navigating financial reports. Mira delves into the importance of weekly reconciliation and ensuring that all data is readily available for assessment. We explore the concept of open-book management and how understanding key financial metrics, such as the break-even point, can empower practice owners and managers to make important decisions. We know that management reports are more than just the financials, but today, let’s hone in on this important data and how we can learn each report’s “story.”
Show Notes:[2:04] - Mira explains that the first step is to make sure that all data is available. To assess success, she looks at everything that a practice considers important. [4:10] - She recommends weekly reconciliation. One of the basics for your CPA is to have access to the data. [5:16] - You can look at the same report in different ways. [7:20] - What is open book management and how is it beneficial? Mira explains what the important numbers are. [9:40] - A practice is missing out if they don’t know what their break-even point is.Team cannot hit an unknown goal. [11:34] - Mira explains how to find the break-even point in your practice. [14:58] - It is a good idea to tie incentives to goals and new training. [17:14] - Managers and CPAs all have their favorite reports. Debbie and Mira share theirs. [19:04] - Once you have an explanation behind the performance, you can do something about it. But you can’t find it if you don’t understand the numbers. [21:00] - We all learn when we implement new things. If you implement a scorecard, make the numbers understandable and achievable. [22:11] - Look at data regularly. If you have an outside advisor, connect with them on a regular basis. [23:33] - If you don’t have someone who does bookkeeping correctly, it doesn’t matter what data you look at since it is incorrect. [24:23] - Every report has a story to tell.
Thank you for listening. Remember you are not in this alone. Visit our website for more resources.
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| 10 Apr 2025 | Streamlining Operations to Improve Efficiencies | 00:30:23 | |
We are joined for this episode by Kaitlyn Behling-Mikesell, truly a rising star in veterinary hospital management. We are talking about practical strategies to enhance efficiency and team dynamics, beginning by discussing the value of fresh perspectives and the importance of understanding the why behind procedures that are already in place. Kaitlyn also shares her approach to taking on change, stressing the importance of observation and team feedback during her initial ninety days. We also look at her successful implementation of a training program which is designed to set clear expectations and build employee confidence. Listen as we explore the complexities of training new staff, debating the benefits and setbacks of single vs. multiple trainers, and why structured onboarding is so important. Kaitlyn describes her onboarding day, which is a system that she has designed to streamline HR processes and prepare new hires for their roles, and we talk about how to manage changes that don’t quite hit the mark and how to keep the team motivated when previous methods aren't working very well. We also talk about the power of delegation, particularly in training, and how it empowers staff and improves morale. Kaitlyn shares her insights into improving clients' experiences and shares a few of her favorite methods for rewarding staff and keeping them motivated. Finally, you can expect to learn about Kaitlyn’s use of video tutorials to streamline training! This episode provides actionable advice for any veterinary professional looking to improve their practice’s efficiency and create a more positive work environment!
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