Lucy Nash, a registered veterinary technician and self-described "burnout statistic," joins the show to break down why team utilization isn't just a scheduling metric — it's the hidden driver behind retention, revenue, and workplace culture. Drawing on industry data showing nearly $1 billion lost annually to support staff turnover, Lucy argues that the real ROI comes from investing in people's strengths, catching disengagement early, and creating psychological safety. The conversation moves from hard numbers to deeply personal territory as both host and guest share stories about what good (and bad) clinic culture actually feels like from the client's side.

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