Welcome to today’s episode, where we're diving into one of the trickiest but most essential topics for all practice managers—KPIs and the numbers that drive practice success. Financial goals can be a sensitive subject with the team, leaving managers hesitant to address the topic for fear of being seen as “only caring about money.” However, achieving financial health and efficiency is a team effort and not something managers can do alone. Today, we’ll explore how to make these financial goals meaningful and achievable for every team member with ways to create a sense of shared responsibility.

Our guest is Marian Rowland, a seasoned CVPM and regional manager for NVA in South Carolina, who oversees seven veterinary practices. Marian’s journey started at the front desk as a receptionist, to use KPIs to create transparency, engage her teams, and make financial metrics accessible and actionable. From selecting key numbers that matter most to each role to aligning financial goals with patient care, Marian offers practical strategies for turning KPIs into tools for motivation. Join us as we break down numbers that matter and learn how to make KPIs an empowering part of your practice management.

 

Show Notes:

[2:19] - There are some numbers that are more important when communicating KPIs with the team. Some numbers may not prove as important in decision making.

[3:59] - When Marian is looking at numbers, there are some that stand out to her as a regional manager.

[5:38] - Numbers are also impacted by clientele. Each practice has a unique population of clients and not everything will work the same for each of them.

[7:08] - Managers have the responsibility of presenting KPIs to practice owners as well and being able to explain them.

[9:33] - Every team member has measurements (numbers) that are drivers for their role.

[12:14] - How often should numbers be reviewed and shared out? It depends on the staff member’s role.

[14:01] - Marian describes a situation where explaining KPIs helped her gain advocates for her cause.

[17:50] - Marian describes some KPIs and goals she uses as a regional manager.

[20:05] - There are some goal tracking strategies that are cliche but effective. Visual tools are really helpful.

[23:20] - Connecting KPIs and financial goals to patient care is key.

[27:09] - Numbers don’t lie, they tell a story. As a practice manager, it’s important for you to know the story.

 

Thank you for listening. Remember you are not in this alone. Visit our website for more resources.

 

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