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

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: <ul> <li><a href="https://www.vhma.org/home" rel="noopener nofollow" target="_blank">VHMA Web Page</a></li> </ul> <ul> <li><a href="https://www.vhma.org/resources/coronavirus" rel="noopener nofollow" target="_blank">VHMA Coronavirus Resources</a></li> <li><a href="https://www.facebook.com/veterinaryhospitalmanagersassociation/" rel="noopener nofollow" target="_blank">VHMA Facebook</a></li> <li><a href="https://twitter.com/VHMAssoc" rel="noopener nofollow" target="_blank">VHMA Twitter</a></li> <li><a href="https://www.linkedin.com/company/vhma/" rel="noopener nofollow" target="_blank">VHMA on Linkedin</a></li> </ul>

Client Relationships with Erin Kilbane

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:  VHMA Web Page   VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Leah Parris on LinkedIn Loving Hands Animal Clinic Website 

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: <ul> <li><a href="https://www.vhma.org/home" rel="noopener nofollow" target="_blank">VHMA Web Page</a></li> </ul> <ul> <li><a href="https://www.vhma.org/resources/coronavirus" rel="noopener nofollow" target="_blank">VHMA Coronavirus Resources</a></li> <li><a href="https://www.facebook.com/veterinaryhospitalmanagersassociation/" rel="noopener nofollow" target="_blank">VHMA Facebook</a></li> <li><a href="https://twitter.com/VHMAssoc" rel="noopener nofollow" target="_blank">VHMA Twitter</a></li> <li><a href="https://www.linkedin.com/company/vhma/" rel="noopener nofollow" target="_blank">VHMA on Linkedin</a></li> <li><a href="https://www.linkedin.com/in/leahparris/" rel="noopener nofollow" target="_blank">Leah Parris on LinkedIn</a></li> <li><a href="https://www.lovinghands.com/site/home" rel="noopener nofollow" target="_blank">Loving Hands Animal Clinic Website</a></li> </ul>

Helping Our Teams Manage Their Stress with Leah Parris

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:  VHMA Web Page   VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Johnstown Veterinary Associates Website Heidi Rizkalla, CVPM on LinkedIn 

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: <ul> <li><a href="https://www.vhma.org/home" rel="noopener nofollow" target="_blank">VHMA Web Page</a></li> </ul> <ul> <li><a href="https://www.vhma.org/resources/coronavirus" rel="noopener nofollow" target="_blank">VHMA Coronavirus Resources</a></li> <li><a href="https://www.facebook.com/veterinaryhospitalmanagersassociation/" rel="noopener nofollow" target="_blank">VHMA Facebook</a></li> <li><a href="https://twitter.com/VHMAssoc" rel="noopener nofollow" target="_blank">VHMA Twitter</a></li> <li><a href="https://www.linkedin.com/company/vhma/" rel="noopener nofollow" target="_blank">VHMA on Linkedin</a></li> <li><a href="http://www.johnstownveterinary.com/" rel="noopener nofollow" target="_blank">Johnstown Veterinary Associates Website</a></li> <li><a href="https://www.linkedin.com/in/heidi-w-rizkalla-cvpm-87b5a066/" rel="noopener nofollow" target="_blank">Heidi Rizkalla, CVPM on LinkedIn</a></li> </ul>

Managing Performance Expectations with Heidi Rizkalla

Linda McCarthy

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:  VHMA Web Page   VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Cat’s Corner Veterinary Hospital on Facebook Linda McCarthy on LinkedIn 

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: <ul> <li><a href="https://www.vhma.org/home" rel="noopener nofollow" target="_blank">VHMA Web Page</a></li> </ul> <ul> <li><a href="https://www.vhma.org/resources/coronavirus" rel="noopener nofollow" target="_blank">VHMA Coronavirus Resources</a></li> <li><a href="https://www.facebook.com/veterinaryhospitalmanagersassociation/" rel="noopener nofollow" target="_blank">VHMA Facebook</a></li> <li><a href="https://twitter.com/VHMAssoc" rel="noopener nofollow" target="_blank">VHMA Twitter</a></li> <li><a href="https://www.linkedin.com/company/vhma/" rel="noopener nofollow" target="_blank">VHMA on Linkedin</a></li> <li><a href="https://www.facebook.com/CatsCornerVetHospital/" rel="noopener nofollow" target="_blank">Cat’s Corner Veterinary Hospital on Facebook</a></li> <li><a href="https://www.linkedin.com/in/linda-mccarthy-85431868" rel="noopener nofollow" target="_blank">Linda McCarthy on LinkedIn</a></li> </ul>

Supporting Team Morale in Trying Times with Linda McCarthy

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 PageVHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Lisa Yackel on LinkedIn

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: <a href="https://www.vhma.org/home" rel="noopener nofollow" target="_blank">VHMA Web Page</a><a href="https://www.vhma.org/resources/coronavirus" rel="noopener nofollow" target="_blank">VHMA Coronavirus Resources</a> <a href="https://www.facebook.com/veterinaryhospitalmanagersassociation/" rel="noopener nofollow" target="_blank">VHMA Facebook</a> <a href="https://twitter.com/VHMAssoc" rel="noopener nofollow" target="_blank">VHMA Twitter</a> <a href="https://www.linkedin.com/company/vhma/" rel="noopener nofollow" target="_blank">VHMA on Linkedin</a> <a href="https://www.linkedin.com/in/lisayackel/" rel="noopener nofollow" target="_blank">Lisa Yackel on LinkedIn</a>

Budgeting in Veterinary Practices with Lisa Yackel

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:  VHMA Web Page   VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin LazyPaw Animal Hospital 

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: <ul> <li><a href="https://www.vhma.org/home" rel="nofollow" target="_blank">VHMA Web Page</a></li> </ul> <ul> <li><a href="https://www.vhma.org/resources/coronavirus" rel="noopener nofollow" target="_blank">VHMA Coronavirus Resources</a></li> <li><a href="https://www.facebook.com/veterinaryhospitalmanagersassociation/" rel="noopener nofollow" target="_blank">VHMA Facebook</a></li> <li><a href="https://twitter.com/VHMAssoc" rel="noopener nofollow" target="_blank">VHMA Twitter</a></li> <li><a href="https://www.linkedin.com/company/vhma/" rel="noopener nofollow" target="_blank">VHMA on Linkedin</a></li> <li><a href="https://lazypawvet.com/" rel="noopener nofollow" target="_blank">LazyPaw Animal Hospital</a></li> </ul>

Navigating the Owner and Manager Relationship with Brent Bilhartz and Becca Bucker

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:    VHMA Web Page     VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Jessie Merritt VHMA Profile Oswego Veterinary Hospital Website 

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: <ul> <li><a href="https://www.vhma.org/home" rel="noopener nofollow" target="_blank">VHMA Web Page</a></li> </ul> <ul> <li><a href="https://www.vhma.org/resources/coronavirus" rel="noopener nofollow" target="_blank">VHMA Coronavirus Resources</a></li> <li><a href="https://www.facebook.com/veterinaryhospitalmanagersassociation/" rel="noopener nofollow" target="_blank">VHMA Facebook</a></li> <li><a href="https://twitter.com/VHMAssoc" rel="noopener nofollow" target="_blank">VHMA Twitter</a></li> <li><a href="https://www.linkedin.com/company/vhma/" rel="noopener nofollow" target="_blank">VHMA on Linkedin</a></li> <li><a href="https://www.vhma.org/people/jessie-merritt" rel="noopener nofollow" target="_blank">Jessie Merritt VHMA Profile</a></li> <li><a href="https://oswegovet.com/" rel="noopener nofollow" target="_blank">Oswego Veterinary Hospital Website</a></li> </ul>

Creative Discipline with Jessie Merritt

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.  Tiffany is a Certified Veterinary Practice Manager (CVPM). She began her career in the veterinary profession in 2000 at a small companion animal hospital in Crawfordsville, Indiana. Tiffany attended Purdue University where she earned her B.S. in Animal Science in 2006. Upon graduation she accepted her first practice management position at Paw Prints Animal Hospital (PPAH) in Lafayette, Indiana. Through her leadership style of coaching and mentoring others, she developed a management structure at PPAH that allowed her to remotely manage the practice after relocating to Pennsylvania. Tiffany became the Practice Manager of Gilbertsville Veterinary Hospital in 2011 and has formed a highly successful owner-manager relationship. She excels at financial management, creating highly effective teams, and utilizing media platforms to enhance the hospital’s productivity. Tiffany enjoys challenging the team and utilizing their own skills to enhance the hospital.  So get out your planning tools, whether it be an app or a simple notepad, and get the ball rolling with 2022 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:    VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Gilbertsville Veterinary Hospital Tiffany Consalvo on LinkedIn 

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. Tiffany is a Certified Veterinary Practice Manager (CVPM). She began her career in the veterinary profession in 2000 at a small companion animal hospital in Crawfordsville, Indiana. Tiffany attended Purdue University where she earned her B.S. in Animal Science in 2006. Upon graduation she accepted her first practice management position at Paw Prints Animal Hospital (PPAH) in Lafayette, Indiana. Through her leadership style of coaching and mentoring others, she developed a management structure at PPAH that allowed her to remotely manage the practice after relocating to Pennsylvania. Tiffany became the Practice Manager of Gilbertsville Veterinary Hospital in 2011 and has formed a highly successful owner-manager relationship. She excels at financial management, creating highly effective teams, and utilizing media platforms to enhance the hospital’s productivity. Tiffany enjoys challenging the team and utilizing their own skills to enhance the hospital. So get out your planning tools, whether it be an app or a simple notepad, and get the ball rolling with 2022 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: <ul> <li><a href="https://www.vhma.org/resources/coronavirus" rel="noopener nofollow" target="_blank">VHMA Coronavirus Resources</a></li> <li><a href="https://www.facebook.com/veterinaryhospitalmanagersassociation/" rel="noopener nofollow" target="_blank">VHMA Facebook</a></li> <li><a href="https://twitter.com/VHMAssoc" rel="noopener nofollow" target="_blank">VHMA Twitter</a></li> <li><a href="https://www.linkedin.com/company/vhma/" rel="noopener nofollow" target="_blank">VHMA on Linkedin</a></li> <li><a href="https://www.gilbertsvillevet.com/amo-team/tiffany-consalvo-bs-cvpm/" rel="noopener nofollow" target="_blank">Gilbertsville Veterinary Hospital</a></li> <li><a href="https://www.linkedin.com/in/tiffany-consalvo-cvpm-43903821" rel="noopener nofollow" target="_blank">Tiffany Consalvo on LinkedIn</a></li> </ul>

Strategic Planning with Tiffany Consalvo

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.  Links and Resources:  VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Ottawa Animal Emergency and Specialty Hospital Website 

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.  Links and Resources: <ul> <li><a href="https://www.vhma.org/home" rel="noopener nofollow" target="_blank">VHMA Web Page</a></li> <li><a href="https://www.vhma.org/resources/coronavirus" rel="noopener nofollow" target="_blank">VHMA Coronavirus Resources</a></li> <li><a href="https://www.facebook.com/veterinaryhospitalmanagersassociation/" rel="noopener nofollow" target="_blank">VHMA Facebook</a></li> <li><a href="https://twitter.com/VHMAssoc" rel="noopener nofollow" target="_blank">VHMA Twitter</a></li> <li><a href="https://www.linkedin.com/company/vhma/" rel="noopener nofollow" target="_blank">VHMA on Linkedin</a></li> <li><a href="https://animalemergencyspecialty.ca/" rel="noopener nofollow" target="_blank">Ottawa Animal Emergency and Specialty Hospital Website</a></li> </ul>

Emergency Case Overload with Brandon Zweerman

Katie Hill

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.

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.

 Managing Mental Health with Katie Hill

For over 30 years, the Veterinary Hospital Managers Assn has worked to offer support and education for those who manage veterinary practices. The VHMA M2M podcast series is designed to tackle timely situations that are universal in practice. Listen for this month’s advice from experts in the trenches.

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.   Links and Resources:    VHMA Web Page     VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Tipp City Veterinary Hospital Ben Spinks on LinkedIn 

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.   Links and Resources: <ul> <li><a href="https://www.vhma.org/home" rel="noopener nofollow" target="_blank">VHMA Web Page</a></li> </ul> <ul> <li><a href="https://www.vhma.org/resources/coronavirus" rel="noopener nofollow" target="_blank">VHMA Coronavirus Resources</a></li> <li><a href="https://www.facebook.com/veterinaryhospitalmanagersassociation/" rel="noopener nofollow" target="_blank">VHMA Facebook</a></li> <li><a href="https://twitter.com/VHMAssoc" rel="noopener nofollow" target="_blank">VHMA Twitter</a></li> <li><a href="https://www.linkedin.com/company/vhma/" rel="noopener nofollow" target="_blank">VHMA on Linkedin</a></li> <li><a href="https://tippvet.com/" rel="noopener nofollow" target="_blank">Tipp City Veterinary Hospital</a></li> <li><a href="https://www.linkedin.com/in/benspinks/" rel="noopener nofollow" target="_blank">Ben Spinks on LinkedIn</a></li> </ul>

Software Policies and General Practice Security with Ben Spinks

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.   Links and Resources:    VHMA Web Page     VHMA Coronavirus Resources  VHMA Facebook VHMA Twitter VHMA on Linkedin VCA Old Tappan Veterinary Hospital Lillian Clegg on LinkedIn 

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.   Links and Resources: <ul> <li><a href="https://www.vhma.org/home" rel="nofollow" target="_blank">VHMA Web Page</a></li> </ul> <ul> <li><a href="https://www.vhma.org/resources/coronavirus" rel="nofollow" target="_blank">VHMA Coronavirus Resources</a></li> <li><a href="https://www.facebook.com/veterinaryhospitalmanagersassociation/" rel="nofollow" target="_blank"> VHMA Facebook</a></li> <li><a href="https://twitter.com/VHMAssoc" rel="nofollow" target="_blank">VHMA Twitter</a></li> <li><a href="https://www.linkedin.com/company/vhma/" rel="nofollow" target="_blank">VHMA on Linkedin</a></li> <li><a href="https://vcahospitals.com/old-tappan/team/lillian" rel="nofollow" target="_blank">VCA Old Tappan Veterinary Hospital</a></li> <li><a href="https://www.linkedin.com/in/lillian-clegg-12a8781bb/" rel="nofollow" target="_blank">Lillian Clegg on LinkedIn</a></li> </ul>

Put our own oxygen mask on first! – Manager Self Care

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.   Links and Resources:    VHMA Web Page     VHMA Coronavirus Resources  VHMA Facebook VHMA Twitter VHMA on Linkedin  Melissa Benway VHMA Manager Profile  Melissa Benway, CVPM on LinkedIn Oceana Veterinary Clinic 

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.   Links and Resources: <ul> <li><a href="https://www.vhma.org/home" rel="nofollow" target="_blank">VHMA Web Page</a></li> </ul> <ul> <li><a href="https://www.vhma.org/resources/coronavirus" rel="nofollow" target="_blank">VHMA Coronavirus Resources</a></li> <li><a href="https://www.facebook.com/veterinaryhospitalmanagersassociation/" rel="nofollow" target="_blank"> VHMA Facebook</a></li> <li><a href="https://twitter.com/VHMAssoc" rel="nofollow" target="_blank">VHMA Twitter</a></li> <li><a href="https://www.linkedin.com/company/vhma/" rel="nofollow" target="_blank">VHMA on Linkedin</a></li> <li><a href="https://www.vhma.org/directory/members/profile?UserKey=4b4999a8-e538-4abb-9b9b-6022fd242b3f" rel="nofollow" target="_blank"> Melissa Benway VHMA Manager Profile</a></li> <li><a href="https://www.linkedin.com/in/melissa-benway-cvpm-6794b063/" rel="nofollow" target="_blank"> Melissa Benway, CVPM on LinkedIn</a></li> <li><a href="http://www.oceanavetclinic.com/index.html" rel="nofollow" target="_blank">Oceana Veterinary Clinic</a></li> </ul>

Employee Communication and Personality Styles with Melissa Benway

Meg Oliver

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.   Links and Resources:    VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Meg Oliver on LinkedIn VHMA Provider Profile: Meg Oliver Cicero Animal Clinic Home Page Cicero Animal Clinic Facebook Cicero Animal Clinic on Twitter 

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.   Links and Resources: <ul> <li><a href="https://www.vhma.org/home" rel="noopener nofollow" target="_blank">VHMA Web Page</a></li> <li><a href="https://www.vhma.org/resources/coronavirus" rel="noopener nofollow" target="_blank">VHMA Coronavirus Resources</a></li> <li><a href="https://www.facebook.com/veterinaryhospitalmanagersassociation/" rel="noopener nofollow" target="_blank">VHMA Facebook</a></li> <li><a href="https://twitter.com/VHMAssoc" rel="noopener nofollow" target="_blank">VHMA Twitter</a></li> <li><a href="https://www.linkedin.com/company/vhma/" rel="noopener nofollow" target="_blank">VHMA on Linkedin</a></li> <li><a href="https://www.linkedin.com/in/meg-oliver-cvpm/" rel="noopener nofollow" target="_blank">Meg Oliver on LinkedIn</a></li> <li><a href="https://www.vhma.org/directory/members/profile?UserKey=12d1bc8c-84ed-40af-8bf3-b99731147613" rel="noopener nofollow" target="_blank">VHMA Provider Profile: Meg Oliver</a></li> <li><a href="https://ciceroanimalclinic.com/" rel="noopener nofollow" target="_blank">Cicero Animal Clinic Home Page</a></li> <li><a href="https://www.facebook.com/ciceroanimalclinic" rel="noopener nofollow" target="_blank">Cicero Animal Clinic Facebook</a></li> <li><a href="https://twitter.com/The_CAC_Crew" rel="noopener nofollow" target="_blank">Cicero Animal Clinic on Twitter</a></li> </ul>

Empower vs Delegation, Improving Efficiency, and Job Satisfaction with Meg Oliver

“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.   Links and Resources:    VHMA Web Page     VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Melissa Stedman on LinkedIn Brandywine Valley Veterinary Hospital Web Page Brandywine Valley Veterinary Hospital on Facebook 

“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.   Links and Resources: <ul> <li><a href="https://www.vhma.org/home" rel="noopener nofollow" target="_blank">VHMA Web Page</a></li> </ul> <ul> <li><a href="https://www.vhma.org/resources/coronavirus" rel="noopener nofollow" target="_blank">VHMA Coronavirus Resources</a></li> <li><a href="https://www.facebook.com/veterinaryhospitalmanagersassociation/" rel="noopener nofollow" target="_blank">VHMA Facebook</a></li> <li><a href="https://twitter.com/VHMAssoc" rel="noopener nofollow" target="_blank">VHMA Twitter</a></li> <li><a href="https://www.linkedin.com/company/vhma/" rel="noopener nofollow" target="_blank">VHMA on Linkedin</a></li> <li><a href="https://www.linkedin.com/in/melissa-stedman-cvpm-3b240489/" rel="noopener nofollow" target="_blank">Melissa Stedman on LinkedIn</a></li> <li><a href="https://brandywinevalleyvethospital.com/" rel="noopener nofollow" target="_blank">Brandywine Valley Veterinary Hospital Web Page</a></li> <li><a href="https://www.facebook.com/brandywinevalleyvet/" rel="noopener nofollow" target="_blank">Brandywine Valley Veterinary Hospital on Facebook</a></li> </ul>

Laying the Foundation for Thriving Teams Through Salary and Benefits with Melissa Stedman

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:    VHMA Web Page     VHMA Coronavirus Resources  VHMA Facebook VHMA Twitter VHMA on Linkedin Anthracite Animal Clinic  Anthracite Animal Clinic on Facebook Anthracite Animal Clinic on Instagram 

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: <ul> <li><a href="https://www.vhma.org/home" rel="nofollow" target="_blank">VHMA Web Page</a></li> </ul> <ul> <li><a href="https://www.vhma.org/resources/coronavirus" rel="nofollow" target="_blank">VHMA Coronavirus Resources</a></li> <li><a href="https://www.facebook.com/veterinaryhospitalmanagersassociation/" rel="nofollow" target="_blank"> VHMA Facebook</a></li> <li><a href="https://twitter.com/VHMAssoc" rel="nofollow" target="_blank">VHMA Twitter</a></li> <li><a href="https://www.linkedin.com/company/vhma/" rel="nofollow" target="_blank">VHMA on Linkedin</a></li> <li><a href="https://anthraciteanimal.com/" rel="nofollow" target="_blank">Anthracite Animal Clinic</a></li> <li><a href="https://www.facebook.com/Anthracite-Animal-Clinic-157826640914386/" rel="nofollow" target="_blank"> Anthracite Animal Clinic on Facebook</a></li> <li><a href="https://www.instagram.com/ANTHRACITE_ANIMAL/" rel="nofollow" target="_blank">Anthracite Animal Clinic on Instagram</a></li> </ul>

Technician Utilization with Dr. Kate Harnish

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:    VHMA Web Page     VHMA Coronavirus Resources  VHMA Facebook VHMA Twitter VHMA on Linkedin Balance Veterinary Center Home Page Balance Veterinary Center on Instagram 

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: <ul> <li><a href="https://www.vhma.org/home" rel="nofollow" target="_blank">VHMA Web Page</a></li> </ul> <ul> <li><a href="https://www.vhma.org/resources/coronavirus" rel="nofollow" target="_blank">VHMA Coronavirus Resources</a></li> <li><a href="https://www.facebook.com/veterinaryhospitalmanagersassociation/" rel="nofollow" target="_blank"> VHMA Facebook</a></li> <li><a href="https://twitter.com/VHMAssoc" rel="nofollow" target="_blank">VHMA Twitter</a></li> <li><a href="https://www.linkedin.com/company/vhma/" rel="nofollow" target="_blank">VHMA on Linkedin</a></li> <li><a href="https://balanceveterinary.com/" rel="nofollow" target="_blank">Balance Veterinary Center Home Page</a></li> <li><a href="https://www.instagram.com/bvcrockville/" rel="nofollow" target="_blank">Balance Veterinary Center on Instagram</a></li> </ul>

Building a Positive Culture That Clients Can Feel with Kristie Buys

David Liss

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.   Links and Resources:    VHMA Web Page     VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin About David Liss David Liss, RVT on Facebook David Liss VetBloom Web Page 

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.   Links and Resources: <ul> <li><a href="https://www.vhma.org/home" rel="noopener nofollow" target="_blank">VHMA Web Page</a></li> </ul> <ul> <li><a href="https://www.vhma.org/resources/coronavirus" rel="noopener nofollow" target="_blank">VHMA Coronavirus Resources</a></li> <li><a href="https://www.facebook.com/veterinaryhospitalmanagersassociation/" rel="noopener nofollow" target="_blank">VHMA Facebook</a></li> <li><a href="https://twitter.com/VHMAssoc" rel="noopener nofollow" target="_blank">VHMA Twitter</a></li> <li><a href="https://www.linkedin.com/company/vhma/" rel="noopener nofollow" target="_blank">VHMA on Linkedin</a></li> <li><a href="https://www.davidlissrvt.com/about-david.html" rel="noopener nofollow" target="_blank">About David Liss</a></li> <li><a href="https://www.facebook.com/DavidLissVT/" rel="noopener nofollow" target="_blank">David Liss, RVT on Facebook</a></li> <li><a href="http://davidlissrvt.vetbloom.com/" rel="noopener nofollow" target="_blank">David Liss VetBloom Web Page</a></li> </ul>

Translating the Numbers - KPIs to Monitor with David Liss

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.   Links and Resources:    VHMA Web Page     VHMA Coronavirus Resources  VHMA Facebook VHMA Twitter VHMA on Linkedin     Park West Veterinary Associates      Marian Rowland VHMA Profile 

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.   Links and Resources: <ul> <li><a href="https://www.vhma.org/home" rel="nofollow" target="_blank">VHMA Web Page</a></li> </ul> <ul> <li><a href="https://www.vhma.org/resources/coronavirus" rel="nofollow" target="_blank">VHMA Coronavirus Resources</a></li> <li><a href="https://www.facebook.com/veterinaryhospitalmanagersassociation/" rel="nofollow" target="_blank"> VHMA Facebook</a></li> <li><a href="https://twitter.com/VHMAssoc" rel="nofollow" target="_blank">VHMA Twitter</a></li> <li><a href="https://www.linkedin.com/company/vhma/" rel="nofollow" target="_blank">VHMA on Linkedin</a></li> </ul> <ul> <li><a href="https://www.parkwestvet.com/about.php" rel="nofollow" target="_blank">Park West Veterinary Associates</a></li> </ul> <ul> <li><a href="https://www.vhma.org/vhma/directory/members/profile?UserKey=f343ab44-7b67-4431-a22d-3a43a589e010" rel="nofollow" target="_blank"> Marian Rowland VHMA Profile</a></li> </ul>

Pandemic Holiday Plans with Marian Rowland

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.   Links and Resources:    VHMA Web Page     VHMA Coronavirus Resources  VHMA Facebook VHMA Twitter VHMA on Linkedin Covina Animal Hospital Jacob Waas on LinkedIn  Jake Waas VHMA Member Directory Profile      Traction: Get a Grip on Your Business by Gino Wickman 

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 <a href="https://www.amazon.com/Traction-Get-Grip-Your-Business-ebook/dp/B007QWLLV2/ref=sr_1_3?dchild=1&amp;keywords=traction&amp;qid=1605067209&amp;s=digital-text&amp;sr=1-3" rel="nofollow" target="_blank"> Traction</a> 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.   Links and Resources: <ul> <li><a href="https://www.vhma.org/home" rel="nofollow" target="_blank">VHMA Web Page</a></li> </ul> <ul> <li><a href="https://www.vhma.org/resources/coronavirus" rel="nofollow" target="_blank">VHMA Coronavirus Resources</a></li> <li><a href="https://www.facebook.com/veterinaryhospitalmanagersassociation/" rel="nofollow" target="_blank"> VHMA Facebook</a></li> <li><a href="https://twitter.com/VHMAssoc" rel="nofollow" target="_blank">VHMA Twitter</a></li> <li><a href="https://www.linkedin.com/company/vhma/" rel="nofollow" target="_blank">VHMA on Linkedin</a></li> <li><a href="https://www.covinaanimalhospital.com/jake" rel="nofollow" target="_blank">Covina Animal Hospital</a></li> <li><a href="https://www.linkedin.com/in/jake-waas-828453b0" rel="nofollow" target="_blank">Jacob Waas on LinkedIn</a></li> <li><a href="https://www.vhma.org/directory/members/profile?UserKey=13437509-2369-4f88-9a71-06a65e3d0f0f" rel="nofollow" target="_blank"> Jake Waas VHMA Member Directory Profile</a></li> </ul> <ul> <li><a href="https://www.amazon.com/Traction-Get-Grip-Your-Business-ebook/dp/B007QWLLV2/ref=sr_1_3?dchild=1&amp;keywords=traction&amp;qid=1605067209&amp;s=digital-text&amp;sr=1-3" rel="nofollow" target="_blank"> Traction: Get a Grip on Your Business by Gino Wickman</a></li> </ul>

Demystifying Strategic Planning with Jake Waas

VHMA Manager to Manager

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