FlightPlan: Quick Consults

Great client care starts with great communication. In this episode of FlightPlan: Quick Consults, our panel explores how veterinary teams can build trust while clearly communicating value.

Topics include creating buy-in around forward booking, positioning it as a standard of care, and using subtle communication strategies to avoid sounding pushy. The discussion also addresses how to respond when clients comment on costs—why validation matters, how clarity around services helps, and how training through role-play can prepare teams for real-life conversations.

This episode offers thoughtful, actionable guidance for leaders looking to elevate both client experience and team confidence.

Panelists for this episode:

• Brenda Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary Consulting
• Debbie Hill, CVPM, SPHR, SHRM-SCP, Consultant at Encore Veterinary Consulting
• Tiffany Consalvo, CVPM, CCFP, Director of Leadership & Operations at Encore Vet Group
• Ben Spinks, Co-Owner & Managing Director at Tipp City Veterinary Hospital

Thanks for listening!

Website: https://encorevet.com/

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

Instagram: @encorevetconsulting

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

What does leadership look like in real life—not just on paper? In this Leadership in Action quick consult, Brenda sits down with Carol Hurst, Brandon Hess, and Josh Vaisman to unpack what it truly takes to lead high-performing teams.

From balancing approachability with clear boundaries to using vulnerability and transparency to strengthen trust, this episode dives into the everyday leadership moments that matter most. The panel also explores psychological safety—why it’s essential, how leaders can encourage honest feedback and healthy disagreement, and what it means to turn the magnifying glass back on yourself as a leader.

If you’re committed to growing as a leader and creating a culture where teams feel safe, accountable, and empowered to speak up, this conversation is for you.

Joining Brenda for this quick consult:

• Carol Hurst, LVT CVPM, CVJ, CCFP, Consultant, Encore Veterinary Consulting
• Brandon Hess, CVPM, CCFP, SHRM-CP, Veterinary Consultant & Practice Owner
• Josh Vaisman, MAPPCP, CCFP, Founder and Lead Positive Change Agent, Flourish Veterinary Consulting

Featured resources:
• Lead to Thrive by Josh Vaisman

Thanks for listening!

Website: https://encorevet.com/

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

Instagram: @encorevetconsulting

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

What does it really mean for a veterinary practice to be healthy?

In this episode of FlightPlan: Quick Consults, we take a closer look at the vital signs of a thriving veterinary practice - the key indicators that go beyond surface-level numbers and reveal what’s actually happening inside the hospital.

Our panel explores essential “vital signs” that signal true practice health, sharing multiple perspectives on what leaders should be monitoring and why. The conversation also dives into a timely question many practices are wrestling with: Should we be moving back to the 20-minute exam—and what’s the real impact on teams, clients, and care?

From operational flow to team experience and sustainability, this quick consult offers practical insights to help practice leaders assess where they stand and make informed adjustments before small issues become bigger problems.

Panelists for this episode:

• Brenda Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary Consulting
• Debbie Hill, CVPM, SPHR, SHRM-SCP, Consultant at Encore Veternary Consulting
• Tiffany Consalvo, CVPM, CCFP, Director of Leadership & Operations at Encore Vet Group
• Ben Spinks, Co-Owner & Managing Director at Tipp City Veterinary Hospital

Thanks for listening!

Website: https://encorevet.com/

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

Instagram: @encorevetconsulting

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

In this episode of FlightPlan: Quick Consults, host Brenda Tassava Medina, President of Encore Veterinary Consulting, sits down with three experienced veterinary leaders to talk about the early warning signs of burnout, the role culture and systems play in team well-being, and the small, practical changes that can make a big difference.

Our guests share how leaders can spot burnout before it breaks a team, along with one simple 20-minute system they’ve seen save practices hours each week—reducing stress, improving clarity, and helping teams stay engaged and supported.

Joining Brenda for this quick consult:

• Carol Hurst, LVT CVPM, CVJ, CCFP, Consultant, Encore Veterinary Consulting
• Brandon Hess, CVPM, CCFP, SHRM-CP, Veterinary Consultant & Practice Owner
• Josh Vaisman, MAPPCP, CCFP, Founder and Lead Positive Change Agent, Flourish Veterinary Consulting

If you’re a veterinary leader looking for realistic, actionable ways to protect your team and create a healthier practice environment, this episode offers insights you can start using right away.

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Resources mentioned during episode:

• Compassion-Satisfaction Accreditation (C-SAW) Program
• Book - Off Balance: Getting Beyond the Work-Life Balance Myth to Personal and Professional Satisfaction by Matthew Kelly
• The Finch App

Thanks for listening!

Website: https://encorevet.com/

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

Instagram: @encorevetconsulting

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