Today's episode is a must-listen for any veterinary practice manager considering a transition to a new practice management software system. Joining the podcast to help us take this on is Heidi Traylor from Covina Animal Hospital. Heidi is a seasoned CVPM and PHR and talks all about her practice's journey in selecting and implementing a new PIMS.

Heidi shares the pivotal moment that pushed her team to finally make the switch - when their aging, on-premise system could no longer keep up with their changing needs and the speed of their operations. Heidi and her leadership team evaluated their options, creating a scorecard to assess each system's capabilities against their requirements.

Heidi stresses the critical role of her frontline team in the selection process. By taking their feedback on what they loved and hated about the current system, Heidi was able to ensure the new PIMS would truly meet the needs of the users, and she didn't stop there either; she empowered a "technology team" of staff volunteers to test-drive the finalists, providing invaluable hands-on feedback!

Of course, no software transition is without its challenges, and Heidi openly reflects on the struggles that Covina faced with training the entire staff. Her advice is to be incredibly patient, provide multiple learning modalities, and don't be afraid to lean on your vendor's onboarding support. Most importantly, though, she highlights the importance of giving the team ample time to adjust before going live.

If you're contemplating a PIMS change in your own practice, then you definitely will not want to miss Heidi's wisdom in this episode, so grab a pen and paper because you're going to want to take notes, and enjoy our conversation with Heidi Traylor!

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[1:53] - We hear how Heidi initially resisted change but reconsidered after realizing that Infinity was no longer meeting Covina’s needs. [4:58] - To guide selection for a new system, the leadership team carefully curated staff feedback on Infinity. [7:53] - Hear how a detailed, color-coded spreadsheet helped eliminate unfit options and spotlight top contenders. [10:08] - Heidi reveals that, despite some initial nerves, her staff welcomed the change and felt empowered by being included. [12:00] - Jill reflects on team enthusiasm having grown knowing that their feedback would affect the outcome. [14:54] - Heidi reveals that they ended up going with Digitail, and she describes what she loves about it. [16:11] - Heidi reveals that there were some who resisted the change at first, but leadership stayed supportive and aware of growing pains. [18:49] - Preparation took place for about a year and included demos, SOP creation, and training. [21:10] - We learn that training 35+ staff proved to be the biggest challenge. [23:59] - Heidi advises informing clients of software changes early to set expectations and highlight long-term benefits. [25:07] - Be patient with your team while adopting new software, and centralize documentation for smoother transitions. [27:41] - It’s important to support staff through change with empathy, preparation, and access to resources.

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

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Joining us this week is Amy Brauns, Practice Manager, RVT at Everhart Veterinary Medicine located in Baltimore, Maryland. People management can truly be the hardest part of veterinary leadership, and in this episode, Amy, who brings nearly two decades of experience and a deeply thoughtful approach, gets real about what it means to “coach up or coach out.”

She shares how she and her leadership team leaned into the EOS (Entrepreneurial Operating System) model to face the messy, uncomfortable truth - most problems come down to people. From there, they started using The People Analyzer™ tool to assess who really gets the job, who wants the job, and who has the capacity to do the job. This approach is not about forcing people out but is rather about clarity, self-reflection, and giving people the tools (and space) to figure whether or not they are in the right place. Not every place is the right fit for everyone, and that's totally okay.

We talk through the tough stuff such as confronting long-standing team members who are great at the job but toxic to the culture as well as taking on those dreaded “this isn’t a fit” conversations. Amy explains how their structured coaching process has turned struggling employees into top performers and helped others leave on their own terms, with dignity.

If you have ever found yourself avoiding hard conversations or keeping someone around just because they have been there forever even though they might not be the right fit for your workplace culture, then this episode is definitely for you. Amy doesn’t sugarcoat the process, but we agree that the transformation on the other side is worth it!

[1:37] - Amy Brauns reveals how using EOS clarified that most problems are people-related. [4:09] - Hear how soft skills proved difficult to teach, leading to better team alignment over time. [6:41] - Hear how, despite team longevity, change ultimately happened via clear communication and tools like The People Analyzer™. [8:25] - Amy's team focused mainly on role clarity and transparency, helping staff self-correct before goals were even set. [10:46] - Jill opens up about how removing a toxic veteran employee revived morale and reaffirmed her team's culture. [12:28] - Amy affirms that even just a couple of people who are rowing in the wrong direction can completely disrupt morale. [14:26] - Amy asserts that coaching begins with transparency and standards, helping staff improve or realize that the role isn’t right for them. [17:22] - Exceeding expectations via hospitality and core values creates a standout, people-centered client experience. [20:56] - Amy advocates for accountability and structured check-ins. [23:56] - Jill adds that emotional intelligence must be taught and nurtured, both at work and in personal development. [24:51] - Transparency and consistency help build trust, leading to stronger and more unified teams. [26:40] - Empowering and trusting staff to solve problems on their own also helps build trust as well as confidence.

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

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●      Amy Brauns on LinkedIn

●      Everhart Veterinary Medicine Web Page

●      Everhart Veterinary Medicine on LinkedIn

●      EOS Web Page

●      The People Analyzer™ Tool

Joining us this week is Joshua Blakemore, CVPM, RVT, FFCP of Onion River Animal Hospital in Burlington, Vermont to talk about what it really takes to prepare the next generation of veterinary technicians not just for graduation but for the day-to-day demands of clinical practice. Josh is a standout practice manager and longtime technician advocate who was recently named VHMA’s Practice Manager of the Year, but Josh is a humble person who has never lost touch with where he started: in the kennel, working his way up with persistence and purpose.

Listen as we unpack the often overlooked disconnect between academic training and real-world application, getting candid about the gaps that we have witnessed in new technician graduates - from handling basics like restraint and jugular draws to dealing with complex procedures with confidence. Josh shares what he’s doing at his hospital (and beyond) to help ensure that today’s students become tomorrow’s professionals, including his involvement in college advisory boards and his commitment to skill-driven externships.

We also explore some broader challenges in technician education from the uneven quality of online programs to the really surprising ways that some hospitals may unintentionally stifle growth. With firsthand experiences, practical insights, and a clear call for mentorship, Josh sheds some light on the kind of support that vet techs really need not just to survive but also to thrive in the profession. It’s all about making sure that they stay, grow, and succeed once they arrive.

[3:01] - Josh made note of Vermont’s lack of licensure requirements and worked to improve tech training in hospitals. [6:40] - Josh highlights the importance of hands-on skills in externship programs, especially phlebotomy. [9:13] - Students should work in hospitals during education to apply bookwork to hands-on experience. [12:01] - Hear how a local college's program with two externships enhanced students’ practical knowledge and skills. [13:22] - Hands-on skills help students stay in the field, offering them more confidence. [16:04] - Josh loves training and creating roles to help employees professionally grow. [19:12] - A technician can really help organize surgeries, optimizing time and space. [20:31] - Hear how Josh supports employee growth by trusting them with making decisions. [23:43] - It's so important to take advantage of untapped skills within hospitals. [26:17] - Josh reveals how he created a technician training program, highlighting protocols to engage and retain staff.

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

• VHMA Web Page

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• Joshua Blakemore on LinkedIn

• Onion River Animal Hospital Website

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!

[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.

• VHMA Web Page

• VHMA Coronavirus Resources

• VHMA Facebook

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• Kaitlyn Behling-Mikesell on LinkedIn

• Loom

Join us in welcoming Esteban Sotomayor to VHMA for this episode, coming on to help us address multiculturalism in the workplace. Esteban is a veterinary business consultant with an extensive background in Latin American veterinary practices, and he sheds some light on some of the differences between the veterinary practices in Latin America and the United States, including the role of veterinary technicians and the unique challenges and opportunities faced by clinic owners in both regions. (For example, the lack of veterinary technicians in Latin America drastically affects how practices operate, requiring veterinarians to take on tasks that would typically be handled by technicians in the U.S.)

We also explore how competition among clinics and economic factors influence practice management, particularly in Esteban's home country, Ecuador, but a key takeaway from this episode is the importance of building and managing a strong team. Esteban shares his own approach to recruitment, training, and keeping the right people engaged, even in regions where veterinary talent is in high demand. We discuss how cultural differences shape management styles, especially in Latin American clinics where veterinarians often wear many hats, from diagnosing to managing HR.

If you are in the veterinary field yourself and/or are curious about how business practices differ across cultures, then this episode will definitely resonate with you! Tune in for a candid conversation about the realities of managing a veterinary practice, the pressures of client expectations, and how to stand out in a competitive market.

[2:07] - Esteban compares veterinary practices in Latin America and the U.S., highlighting differences in training and technician roles. [5:56] - Learn about external pressures in Latin America, including political and economic challenges for veterinarians. [8:16] - Esteban stresses the importance of recruitment, training, and retaining talented staff. [11:01] - Esteban suggests changing mindset on how and where we meet people, while Jill discusses management structures. [12:17] - Veterinarians in Latin America manage their own clinics, blending business and medical roles which can be challenging. [14:27] - Jill notes the differences in practice management, especially the delegation of tasks in the U.S. vs. Latin America. [16:36] - Hear how Esteban's clinic stands out in a competitive market by offering high-quality service. [18:50] - Jill highlights the importance of client perception, service quality, and office presentation to attract clients. [21:48] - Jill reflects on how practices are slowing down and why excellent customer service is so important. [23:47] - Clinics can charge more by offering high-quality servicing and managing demand. [26:44] - Esteban highlights three crucial pillars for success: processes, people, and policies. [27:20] - It's important to be adaptable, support teams, and continually recruit for the right staff.

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

• VHMA Web Page

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• Esteban Sotomayor on LinkedIn

Welcome to the latest episode of VHMA in which we are happy to have Alex Flinkstrom,  Practice Manager at Lunenburg Veterinary Hospital in Lunenburg, Massachusetts. Alex has managed to combine his background in sound recording with his deep-rooted passion for veterinary care, successfully leading the practice while retaining 100% of his staff, and outside of work, he enjoys saxophone repair, audio, and street hockey. He joins today to discuss managing employees who have disabilities.

Alex discusses how managing a veterinary team is never one-size-fits-all and how, when it comes to supporting employees with disabilities, inclusivity and flexibility can make all the difference. He shares his approach to building a workplace where everyone can thrive, and from his early days working in his parents’ practice to leading a successful partnership with Associated Veterinary Partners, Alex shares how he’s built a strong, dedicated team - retaining 100% of his staff through major transitions! We also explore the unique strengths that employees with disabilities bring to the table and the accommodations that can help them succeed, including a remote-work solution that has kept a valued team member engaged for over a decade. Alex, in addition, shares the challenges of balancing fairness with flexibility, the power of hiring for attitude over experience, and the importance of creating a workspace environment where every team member feels empowered.

Whether you are a veterinary professional or a leader in any industry, Alex offers some valuable insights into employee retention, training, and building a supportive, high-performing team, so listen in for a discussion that might just challenge the way you think about workplace inclusivity!

[2:18] - Alex reveals that he values building strong teams, recognizing diverse skills, and supporting all employees. [4:35] - Supporting and being flexible with employees leads to retention and workplace morale. [5:23] - Alex takes pride in high staff retention, regarding career growth as a good reason for turnover. [7:42] - Hear about how Alex created a remote position for an employee with a disability, allowing her to remain a valued team member. [10:18] - It's important to balance accommodations with fairness, ensuring that all employees benefit from workplace adjustments. [11:10] - Alex believes in treating employees as he’d want to be treated while balancing fairness and flexibility. [12:56] - Discipline, accountability, and strong communication are necessary for a successful workplace. [14:03] - Facilitating a positive work culture involves diverse teaching methods. [16:50] - Employees who understand the reasoning behind tasks can adapt and solve problems in new situations. [17:36] - Jill values training led by peers, finding that employees engage more when learning from direct coworkers. [19:54] - Watching experienced employees teach newer staff is exciting as it reinforces teamwork. [21:07] - We learn that Alex hires based on attitude and passion. [24:12] - Alex prioritizes developing employees' strengths while encouraging growth in areas where they struggle. [25:02] - Jill finds fulfillment in seeing employees learn, grow, and succeed within and beyond the practice.

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

• VHMA Web Page

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• Lunenburg Veterinary Hospital Web Page

• Alex Flinkstrom on LinkedIn

Welcome to the latest episode of the show in which we welcome Debbie Hill! Debbie is a seasoned hospital administrator who has truly helped shape my journey in the veterinary world, and we explore the complexities of career growth for practice managers, discussing things such as imposter syndrome and the power of saying yes to new opportunities!

Debbie shares her experiences in overcoming self-doubt by taking on challenges like public speaking and how these moments of courage have helped lead to significant personal and professional growth. During our discussion, we stress the value of continuous education and networking, talking about how even attending just one conference or engaging in a roundtable can help provide that one nugget of wisdom needed to shift our entire perspective. We, in addition, touch on the importance of showing our practice owners the benefits of these engagements and how the ideas and energy we bring back can elevate team morale and improve day-to-day operations!

Listen in as we reflect on how veterinary practice is evolving, the importance of adapting to generational changes, and why it is important to keep learning in order to stay relevant. We also talk about taking advantage of various resources, from webinars to podcasts, in order to stay informed and inspired, so whether you are a seasoned manager or just starting out, this episode of the podcast is sure to offer some insight into helping you thrive in your career! Join us as we break down these valuable lessons and more in a conversation that will surely inspire you in your professional journey!

[2:11] - Saying yes to opportunities, even when you're unsure, leads to personal growth and reveals hidden potential. [4:17] - Embracing opportunities, despite fear, helps enrich practice and teaches important lessons. [6:40] - It's important to engage in conferences and networking events in order to build connections and share practical advice. [9:20] - Intimate meetings can help offer solutions, highlighting the need for extra responsibilities such as hosting podcasts. [10:41] - Demonstrating conference takeaways validates trips as it shows their benefits to practice owners. [13:09] - Discussing challenges with peers helps energize managers, helping them return to work feeling more motivated. [16:11] - Management budgets are often not enough, making it difficult to expand opportunities for growth and development. [19:14] - Balancing practical learning with team-building and morale is very important for being an effective leader. [21:55] - Promptly answering questions is important to avoid conflicts later, even when working while traveling. [23:02] - Delegating tasks and trusting others to handle them frees up time for higher-priority work. [24:48] - Engaging with other managers, especially nationally, helps provide fresh insights and feedback on ideas. [26:54] - Engage with others, and embrace every opportunity offered!

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

• VHMA Web Page

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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.

[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.

• VHMA Web Page

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Conflicts are inevitable in a busy work environment, and misunderstandings or drama can quickly drain energy and impact everyone’s day. However when managers are equipped with strong conflict-resolution skills, they can steer these challenges toward positive solutions, enhancing team cohesion and overall morale.

Joining the podcast today is Rebecca May, a Practice Manager from Greensboro, North Carolina. Rebecca started her career at the front desk, trained as a veterinary assistant, and later returned to college to prepare for her management role. She’s passionate about change management and helping team members realize their potential. In her experience, conflicts often arise from mismatched role expectations and around patient care. She’s learned that skills like resiliency, adaptability, and emotional regulation are critical in creating a supportive team environment.

Throughout this episode, Rebecca shares her approach to building a culture of open communication, where team members can work through conflicts in healthy ways. From diffusing tension with humor to focusing on proactive training, she provides actionable strategies that can make a difference in any practice. Rebecca believes that conflict resolution, like any other skill, can be learned and developed over time, turning everyday challenges into growth opportunities for the team.

[2:26] - Team conflicts happen the most when there is a mismatch in what members believe expectations to be , including with patient care.

[4:08] - Conflict happens everyday. Rebecca shares how conflict resolution became a strength of hers as a manager.

[5:31] - Team members come and go a lot more these days than they used to. This means that employees are constantly getting used to new people and their skills.

[8:59] - Resiliency and Adaptability training are extremely helpful and important.

[9:59] - Emotional regulation is not innate in all employees. Rebecca shares some strategies.

[13:46] - It’s important not to project the emotions we are feeling onto others.

[15:07] - Interestingly, some well-placed humor can make a huge difference.

[16:05] - The person is probably not the problem, but it is human nature to focus on the person.

[19:40] - Proactive conflict resolution training is a game-changer.

[20:19] - Conflict resolution is a skill that can be learned and practiced, just like any other job skill.

[23:06] - We don’t always know what’s going on in someone’s life to cause them to act in a certain way.

[24:50] - As a default, most people are conflict avoidant.

[26:17] - Rebecca describes meetings on conflict resolution and how team members can come together and agree upon effective solutions.

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

• VHMA Web Page

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Welcome to today’s episode, where we are diving into building and maintaining cohesive teams in a busy veterinary practice, especially one with multiple teams and shifts. In some practices, it’s common for staff members to barely see each other, which can make it challenging to stay aligned with practice goals. How can we ensure everyone is on the same page, even when they work at different times?

Our guest, Steph Ferkovich a CVT from a 24-hour clinic in Minnesota, joins us to share her experience. With a background in criminal justice and psychology, Steph has a unique approach to team dynamics. Her favorite part of the job is watching staff members thrive in their roles, which is why she’s so passionate about fostering strong communication within her practice.

Throughout this episode, Steph will discuss the challenges of managing a clinic where teams work different shifts. She explains how they overcame an “us vs. them” mentality and built a culture of open communication. From handling team conflicts to recognizing when training alone won’t resolve every issue, Steph offers practical strategies for maintaining harmony in the workplace.

We’ll also hear about the evolving role of managers in veterinary practices. Steph shares how she’s shifted from being seen as an authority figure to more of a coach for her team and how loosening control can sometimes be the key to success. If you’re ready to learn how to build a more cohesive and communicative team, listen to this conversation with Steph Ferkovich.

[2:51] - Working at a 24-hour clinic is unique with an unusual schedule. The different shifts overlap, but otherwise, the teams don’t see much of each other.

[5:07] - One thing that needed to change was the “Us Vs. Them” vocabulary.

[7:27] - Team attitudes can be negative, but it's important for them to realize that there are reasons, sometimes personal ones, that a team member works a certain shift.

[9:42] - Working with people means that sometimes there will be animosity. Steph explains how to bring two people together for conversations even with resistance.

[12:37] - A mediator is highly recommended in conversations that address animosity and conflict.

[14:49] - Fortunately, Steph’s team is pretty open with communication after the culture had been developed that it was important.

[18:18] - In some cases, training will not change or fix communication between some team members.

[20:10] - As a manager, Steph has learned that if something isn’t working, there are other ways to help teams communicate.

[21:53] - How do teams see their manager? Steph explains how this has changed over time and how most of the time it is as a coach.

[24:38] - Loosening up control can be a challenge for some managers.

[26:55] - Change is okay. What was working three years ago might not work anymore.

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

• VHMA Web Page

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