VHMA Manager to Manager

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.   Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin  

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.   Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin

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: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin

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.   Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin

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.   Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin

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.   Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin

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: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin

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: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin

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.   Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin

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.   Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin

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.   Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin

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.   Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin

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.   Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin

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.   Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin

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: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin

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: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin

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: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin

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: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin

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: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin

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.   Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin