We are joined for this episode by Kaitlyn Behling-Mikesell, truly a rising star in veterinary hospital management. We are talking about practical strategies to enhance efficiency and team dynamics, beginning by discussing the value of fresh perspectives and the importance of understanding the why behind procedures that are already in place. Kaitlyn also shares her approach to taking on change, stressing the importance of observation and team feedback during her initial ninety days. We also look at her successful implementation of a training program which is designed to set clear expectations and build employee confidence.

Listen as we explore the complexities of training new staff, debating the benefits and setbacks of single vs. multiple trainers, and why structured onboarding is so important. Kaitlyn describes her onboarding day, which is a system that she has designed to streamline HR processes and prepare new hires for their roles, and we talk about how to manage changes that don’t quite hit the mark and how to keep the team motivated when previous methods aren't working very well.

We also talk about the power of delegation, particularly in training, and how it empowers staff and improves morale. Kaitlyn shares her insights into improving clients' experiences and shares a few of her favorite methods for rewarding staff and keeping them motivated. Finally, you can expect to learn about Kaitlyn’s use of video tutorials to streamline training! This episode provides actionable advice for any veterinary professional looking to improve their practice’s efficiency and create a more positive work environment!

Show Notes:

[2:17] - Kaitlyn has always been someone who wants to know the why behind things which has helped make her an effective manager. [3:25] - In her first 90 days, Kaitlyn observed, listened to staff, and then gradually made changes. [5:52] - As a new manager, Kaitlyn has realized that organized plans, not quick changes, help improve efficiency. [8:42] - Kaitlyn has found that clear training with checklists has greatly improved efficiency and staff confidence. [11:26] - Consistent training manuals empower staff and boost efficiency. [13:03] - Kaitlyn points out how experienced staff training new hires has helped lead to effective onboarding. [16:15] - Hear how Kaitlyn helped create an onboarding day to organize new hire paperwork and training. [19:27] - Kaitlyn makes the case that It's okay when changes don't work because feedback can help improve them. [21:03] - Kaitlyn recognizes effective staff with praise and small gifts. [23:30] - Hear how reducing wait times and improving client service increased satisfaction. [26:48] - Kaitlyn touches upon the importance of delegation. ​​[28:08] - Training builds teammates whom you trust, and video tutorials can help with learning.

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

• Kaitlyn Behling-Mikesell on LinkedIn

• Loom