FlightPlan: Quick Consults

This episode, Brenda's flying solo — answering the questions listeners have been quietly wondering about but haven't known who to ask!

Is your team busier than ever, but the financials still aren't adding up — and you're not sure if it's a real problem or just everyone "feeling" overwhelmed? What do you do when your most talented employee turns out to be a rough fit as a leader? How do you handle a team that's begging for more accountability, but turns on leadership the moment anyone actually enforces it? We're digging into these questions from listeners and more!

These are the conversations happening in break rooms and manager meetings across the industry — Brenda just happens to have some answers. Tune in to hear where she'd start!

Thank you to Joan Marshall of PIMidlantic for sponsoring this episode! Want to take the Predictive Index Assessment? Click here!

Resources mentioned:

• From Bud to Boss by Kevin Elkenberry and Guy Harris
• Crucial Conversations by Joseph Grenny, et al

Thanks for listening!

Website: https://encorevet.com/

Facebook: https://www.facebook.com/encoreveterinaryconsulting

Instagram: @encorevetconsulting

Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

Why does one leadership style never work for every employee? Brenda sits down with Debbie Hill, Brandon Hess, and Amy Tipton to make the case that "treat people the way THEY want to be treated" beats the golden rule when it comes to leadership — and that management should stay consistent while leadership has to flex person-by-person.

From there, the panelists dig into what adapting actually looks like — creativity, vulnerability, boundaries, tools like the Predictive Index — and why balancing awareness of your team with self-awareness is what separates good leaders from great ones.

Books mentioned throughout the episode:

• First Break All the Rules from Gallup
• Please Understand Me: Character and Temperament Types by David Keirsey & Marilyn Bates
• Emotional Intelligence 2.0 by Dr. Travis Bradberry & Dr. Jean Greaves
• Trust & Inspire by Stephen Covey

Host = Brenda Tassava Medina, CVPM, CVJ, President of Encore Veterinary Consulting

Panelists:

• Debbie Hill, CVPM, SPHR, SHRM-SCP, Consultant at Encore Veternary Consulting
• Brandon Hess, CVPM, CCFP, Partner at Grants Lick Veterinary Hospital
• Amy Tipton, COO at Encore Vet Group

Thank you to Joan Marshall of PIMidlantic for sponsoring this episode! Want to take the Predictive Index Assessment? Click here!

Thanks for listening!

Website: https://encorevet.com/

Facebook: https://www.facebook.com/encoreveterinaryconsulting

Instagram: @encorevetconsulting

Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

If your team cares about doing right by clients and each other, why does communication still go sideways so often? Our panelists dig into that question this episode, and the answer isn't a lack of effort — it's that we all show up wired differently. Different motivators, different learning styles, and moments where passion or emotion take over can make even well-intentioned people miss each other. 

We also get into what leaders can do to reduce day-to-day friction without becoming full-time mediators: starting from a clear "why," staying consistent about practicing communication as a team, anchoring conflict in shared values, and building enough trust that people can work things out without leadership stepping in every time.

Host = Brenda Tassava Medina, CVPM, CVJ, President of Encore Veterinary Consulting

Panelists:

• Amy Brauns, RVT, CVPM, Hospital Administrator at Everhart Veterinary Medicine
• Tiffany Consalvo, CVPM, CCFP, Director of Leadership & Operations at Encore Vet Group
• Crystal Hardison, RVT, CVPM, Practice Manager at Winterville Animal Care

Thank you to Joan Marshall of PIMidlantic for sponsoring this episode! Want to take the Predictive Index Assessment? Click here!

Thanks for listening!

Website: https://encorevet.com/

Facebook: https://www.facebook.com/encoreveterinaryconsulting

Instagram: @encorevetconsulting

Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

Every day, veterinary teams move from a euthanasia appointment straight into a new puppy visit — and are expected to just switch gears. But what does that emotional whiplash actually cost us, and do we have permission to feel it?

In this episode, Natalie Marks, DVM, CVJ, CCFP, Elite FFCP-VA and Founder/CEO of VANE, joins us to discuss ideas from her article "3 Ways Veterinarians Can Stay Present Without Burning Out" (Today's Veterinary Business). We dig into why teams need to align on whether it's okay to grieve, cry, or show emotion in front of clients — and why the answer should be yes.

We also explore the real relationship between efficiency and humanity and we also dive into the question: when does healthy resilience curdle into emotional armor that disconnects us from our patients, clients, and each other? Natalie introduces the idea of "clinical empathy" and a gut-check for spotting numbness before it takes hold, plus a concrete next step that leadership teams can implement to build a culture where being human is welcome, not hidden.

Thank you to Joan Marshall of PIMidlantic for sponsoring this episode! Want to take the Predictive Index Assessment? Click here!

Thanks for listening!

Website: https://encorevet.com/

Facebook: https://www.facebook.com/encoreveterinaryconsulting

Instagram: @encorevetconsulting

Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

Why do so many good people struggle to work together? Often it's not a personality clash — it's that high performers don't understand what actually drives their own behavior, let alone anyone else's. In this episode, we break down what the Predictive Index really is: a behavioral assessment that reveals the innate drives behind why we act the way we do.

We dig into why a diverse team is such an asset once everyone understands each other's wiring, and how PI gives teams shared language for conflict resolution instead of guesswork. Understanding natural workstyles doesn't mean changing who someone is — it means knowing when a teammate is stretching outside their comfort zone and supporting them through it. The result is a stronger, more self-aware culture, built on a language everyone shares.

Thank you to Joan Marshall of PIMidlantic for sponsoring this episode! Want to take the Predictive Index Assessment? Click here!

Host = Brenda Tassava Medina, CVPM, CVJ, President of Encore Veterinary Consulting

Panelists:

• Melissa Mauldin, CVPM, SHRM-SCP, ACC, VP of Human Resources, Encore Vet Group
• Carol Hurst, LVT, CVPM, CVJ, CCFP, Consultant, Encore Veterinary Consulting
• Devin Whalen, Chief of Staff, Encore Vet Group

Thanks for listening!

Website: https://encorevet.com/

Facebook: https://www.facebook.com/encoreveterinaryconsulting

Instagram: @encorevetconsulting

Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

Brenda flies solo this episode to unpack the book, Unreasonable Hospitality through a veterinary lens, breaking down 7 recipes for creating standout experiences for your team and clients. From mise-en-place-style preparation before appointments to the small, intentional details that turn a single visit into years of loyalty, Brenda shares real practice examples, including a Southeast Texas team that anticipates doctors' needs before they even walk into the exam room, and a Medical Director whose handwritten notes kept client relationships personal even as his schedule got busier.

Along the way, Brenda covers why empathy matters in every interaction, what vet med can learn from the trust between a restaurant's front and back of house, how practice owners set the tone the way chefs and restaurateurs do, and why training your team well before service begins is the real secret ingredient.

Resources mentioned:

• Unreasonable Hospitality, written by Will Guidara

Thanks for listening!

Website: https://encorevet.com/

Facebook: https://www.facebook.com/encoreveterinaryconsulting

Instagram: @encorevetconsulting

Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

We've talked about what burnout looks like and why managers feel stuck in the middle. Part 3 is where we get to the part that actually matters: what do we do about it? Backed by the same VHMA research that sparked this series, we close out Beyond Burnout with a forward-looking conversation about what sustainable veterinary leadership actually looks like in 2026 and beyond.

From the simplest one-change-tomorrow answer (hint: let your team make more decisions) to what it takes to build a practice culture where managers can genuinely recover and grow, this episode is part practical and part permission slip. Veterinary medicine is a dysregulating field by nature — and when we get better at creating emotional safety at every level, everyone benefits. If you've made it through all three parts of this series, this one's the payoff.

Host = Brenda Tassava Medina

Panelists:

• Julie Squires, CCFP, CMLC, Rekindle Solutions
• Susie Crockett, CVPM, Director of Practice Management at Noah's Animal Hospitals
• Josh Vaisman, MAPPCP, CCFP, Founder and Lead Positive Change Agent, Flourish Veterinary Consulting

Thanks for listening!

Website: https://encorevet.com/

Facebook: https://www.facebook.com/encoreveterinaryconsulting

Instagram: @encorevetconsulting

Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

Practice managers are accountable for results they don't always have authority to control, caught between what their team needs and what leadership is asking for. It's a setup that breeds burnout — and according to a recent VHMA study, it's pushing nearly half of managers to consider walking away from their roles.

In Part 2 of our Beyond Burnout series, we dig into what it feels like to lead from the middle and what you can do about it. We cover why managers tend to report the lowest levels of wellbeing in any organization, how to maximize influence within the sphere you do control, and the fire-fighting trap: why some practices live in constant crisis mode and the one leadership behavior that keeps the cycle going. If you've ever felt like everything is urgent and all of it lands on you, this one's worth a listen.

Host = Brenda Tassava Medina

Panelists:

• Julie Squires, CCFP, CMLC, Rekindle Solutions
• Susie Crockett, CVPM, Director of Practice Management at Noah's Animal Hospitals
• Josh Vaisman, MAPPCP, CCFP, Founder and Lead Positive Change Agent, Flourish Veterinary Consulting

Thanks for listening!

Website: https://encorevet.com/

Facebook: https://www.facebook.com/encoreveterinaryconsulting

Instagram: @encorevetconsulting

Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

A recent VHMA study found that 48% of veterinary practice managers are considering leaving their role. That number should stop us in our tracks — but for many practices, the warning signs go unnoticed until it's too late.

In Part 1 of our Beyond Burnout series, we get into what burnout actually looks like in practice managers before they hit the wall. It doesn't always arrive as a dramatic breakdown. It shows up as cynicism creeping in, patience wearing thin, and a growing inability to be fully present — for your team or your family. We unpack the buildup of compassion fatigue, the loneliness of being "at the top," and why so many managers are burning out under the weight of expectations that no single person was ever meant to carry. If you're a practice manager, a leader, or someone who works alongside one — this episode is worth your time.

Host = Brenda Tassava Medina

Panelists:

• Julie Squires, CCFP, CMLC, Rekindle Solutions
• Susie Crockett, CVPM, Director of Practice Management at Noah's Animal Hospitals
• Josh Vaisman, MAPPCP, CCFP, Founder and Lead Positive Change Agent, Flourish Veterinary Consulting

Thanks for listening!

Website: https://encorevet.com/

Facebook: https://www.facebook.com/encoreveterinaryconsulting

Instagram: @encorevetconsulting

Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

Handing someone a skills checklist isn't mentorship. It's a starting point! In this episode, our panelists dig into why the veterinary profession has long conflated training with mentoring, and what it actually looks like to invest in someone's growth beyond the checklist. 

From the value of having a mentor outside your direct chain of command, to why safe spaces to fail matter more than credentials, to the real cost of skipping mentorship altogether, this conversation challenges the way vet practices think about developing their people.

Resources mentioned in the episode:

• AAHA Mentoring Guidelines

Host = Brenda Tassava Medina, CVPM, CVJ

Panelists:

• Dr. Tim Loonam, Chief Veterinary Officer at Encore Vet Group and Veterinarian at Grace Animal Hospital
• Dr. Dani Rabwin, Founder at Ready, Vet, Go!
• Melissa Mauldin, CVPM, SHRM-SCP, ACC, VP of HR at Encore Vet Group

Thanks for listening!

Website: https://encorevet.com/

Facebook: https://www.facebook.com/encoreveterinaryconsulting

Instagram: @encorevetconsulting

Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting