VHMA Manager to Manager

Welcome to today's episode, where we delve into an inspiring topic: humanitarian work in the veterinary industry. As professionals dedicated to the well-being of animals, the opportunity to give back by using our time and talents for a greater cause is incredibly rewarding. We looked at local community involvement a few months back and will talk to a colleague who took those talents beyond our borders. Knowing that today's workers want to work for companies that care about global issues, we will discuss taking our talents outside the local community.

Our guest today is Linda Flughaupt, is a CVPM dedicated veterinary professional who had the opportunity to take her skills to Ecuador. Linda's journey is a testament to the powerful difference that veterinary professionals can make, not only within their local communities but across the globe. With experience in every position in a clinic, Linda brings a unique perspective on how we can harness our expertise to support world issues that matter.

In this episode, Linda shares the profound impact of her work in Ecuador. From working closely with a tight-knit team to navigating the nuances of medical care in a country with fewer resources, she provides valuable insights into the realities and rewards of international veterinary humanitarian efforts. Linda also reflects on how this experience has deepened her appreciation for the quality of pet care in the United States and inspired her to continue her humanitarian work.

We will also discuss the broader benefits of such initiatives. When veterinary teams engage in humanitarian efforts, it not only supports communities in need but also fosters a sense of fulfillment and positivity among employees. Encouraging team members to participate in giving back can cultivate a contagious energy of positivity and purpose, enhancing overall job satisfaction and team cohesion. Travel abroad may not be feasible for every team but supply collection efforts for those projects can be done by any practice. The feeling of helping globally remains.

So, whether you're considering your first volunteer trip or looking for new ways to engage your team in meaningful causes, this episode is sure to provide valuable insights and motivation.

Show Notes:

[2:14] - Linda describes her work in Ecuador and why she was passionate about going.

[3:29] - Through her work in Ecuador, Linda worked in recovery to help with hundreds o of spays and neuters.

[6:04] - Medical care in other countries looks different, especially in countries with fewer resources.

[7:30] - Something else to consider are diseases that exist in other countries that pets in the United States don't experience. There is a lot of thinking on your feet.

[10:03] - Linda describes what it was like to work in a different way than she was used to and the importance of working as a tightly knit team.

[13:28] - Not only was it a great experience helping others and giving back, Linda also realized how good the medical care for pets is in the United States.

[15:11] - This trip was a sponsored trip, but Linda is willing to pay for another trip out of her own pocket to experience it and help again.

[17:43] - Time is a huge resource, but even if you do something to give back every other year, it is worth it.

[19:11] - Positivity is a contagious energy.

[22:10] - Linda shares some of the differences in the care they provided in Ecuador to ensure all the pets were spayed and neutered safely.

[24:55] - Sometimes we underestimate how impactful a little help can be.

[26:55] - If you are ever presented with the opportunity to give back and you're able, take advantage of it and do it. You will not regret it.

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

Have you ever wondered how technology and artificial intelligence could improve efficiency in your practice? In recent years, our post-pandemic workplaces have focused heavily on efficiency. Embracing new technology can maximize this efficiency, but can it raise many questions. What tools should we choose? What's right for our practice? Who will champion the new tool?

We'll discuss all of this and more with my guest, Carol Hurst, LVT, CVPM, CVJ, CCFP. Carol is the Education and Training Leader for Encore Vet Group. She's proud of her LVT roots and understands the dynamics of practice leadership. Before she began teaching, Carol managed a practice for 12 years, and she's passionate about giving back to the veterinary community. We are fortunate today to have her here to talk about how to use technology to make our lives easier.

We discuss some of the biggest pain points that can be improved through technology, particularly in client services. We also explore which services need to be provided in person and which can be automated, such as appointment scheduling. Additionally, we dive into Chat GPT and how it can enhance our daily routines by acting as a personal assistant. It's time to ditch the overwhelm, use technology for efficiency, and give clients what they want.

Show Notes:

[02:41] - Some of the problems we can address include being staffing shortages, overwhelming case load, and just being too busy. Improving client service can alleviate a huge pain point.

[05:42] - Bridging the gap between technology and client services.

[07:01] - So many practices are inundated with calls that phone trees could be a helpful solution.

[08:30] - Scheduling online is also easier for the clients.

[12:11] - It's a manager's role and obligation to take the time to answer questions and formulate a plan for introducing new tools.

[13:45] - We need one person to be the champion for each new tool. We also need to talk about the anticipated bumps and create plans and SOPs so everyone is on the same page.

[15:32] - Chat GPT is such a powerhouse. It can help with marketing and help spotlight your brand. Having a tool that will help with ideas is so useful for managers.

[18:32] - HR, training, scripts, and client education are also great Chat GPT uses. Carol shares a prompt that she directed and the output she received.

[20:23] - Revisiting scripts using modern technology and Chat GPT.

[22:18] - We talk about apps that help with writing and virtual scribes.

[23:29] - The well-chosen tool is the answer.

[24:01] - Overcoming pushback when new tools are introduced. Make sure you set everyone up for success. Be honest if something doesn't work.

[26:06] - Evaluating and choosing the right ideas.

[27:03] - Focus on what your practice really needs, what you're trying to solve, and if it will generate revenue.

[29:17] - How to analyze a piece of equipment. Give yourself time and do your research.

[30:11] - Be an active participant in the conversations around all of these new technologies. Pay attention.

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

• Encore Vet Group

Welcome to today's episode where we delve into a crucial aspect of veterinary practice management: using core values as a management tool. Establishing basic expectations based on core values might seem daunting, but is essential for aligning the entire team in the desired direction of the practice. Once these values are clearly defined and communicated, they serve as a foundation for behavior and daily performance,helping to ensure that expectations are consistently met. Our guest today is Debbie Newhouse, LVT, MBA, CVPM, a hospital administrator in Nebraska who finds joy in helping people grow both professionally and personally.

In our discussion, Debbie shares the transformative catalyst that shifted her management approach to focus on their core values. By developing specific behaviors and actions associated with each core value, Debbie's team has a clear understanding of what is expected. She emphasizes the importance of incorporating core values into every facet of the practice, from interviews and new hire conversations to daily operations and leadership training.

Ongoing communication is key to this approach. Debbie's insights highlight the importance of consistency and frequent communication about the behaviors aligned with each core value. By making core values a regular part of the conversation, practices can create a cohesive and motivated team dedicated to the same standards and goals.

Show Notes:

[2:14] - Debbie shares the catalyst that changed her management approach to being focused on core values. They developed a set of behaviors and actions associated with each core value.

[4:36] - Core values are included in interviews and conversations with potential new hires.

[6:41] - Leadership training is important when it comes to core values and expectations being clearly defined in the daily operations.

[9:40] - Attendance began as an issue. Now it is a behavior associated with the core value of Respect.

[12:57] - One person on the team could negatively impact the rest of the team if they are not invested in the core value focus or being held accountable.

[16:51] - Debbie describes some of the push back that has occurred and how it was addressed to maintain core value expectations.

[18:07] - Ongoing communication of the core values and actionable behaviors is key.

[19:24] - Performance reviews need to include each core value and the behaviors associated.

[21:18] - Before a team member is terminated, they should have had several conversations with clear opportunities to improve.

[23:23] - It's important for the evaluation process to be simple and precise.

[27:41] - Debbie describes how difficult conversations could go when it comes to performance evaluations.

[30:25] - Be very consistent and communicate the behaviors that you want to align with each core value. They should be talked about frequently.

[32:30] - Core values shouldn't just be something posted on the wall. They help the cohesiveness of the entire team and success of the business.

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

Welcome back to the VHMA Manager to Manager Podcast! Today, we're diving into an interesting aspect of veterinary practice management: open-books management. Join us as we explore how sharing the financial side of the practice with all team members, even the "non-numbers" people, can lead to greater engagement, accountability, and success.

Our guest for today's episode is Kristen Norris, a seasoned CVPM Practice Manager based in Texas. With 14 years of experience in her current practice, including a decade as a practice manager, Kristen is passionate about creating a work environment where team members feel empowered and valued. She firmly believes that fostering transparency and open communication about the practice's financial health is key to achieving this goal.

In this conversation, Kristen shares her insights into how KPIs can help everyone understand their role in contributing to the practice's success. From posting scoreboards in prominent areas of the practice to integrating financial discussions into daily operations, she offers practical strategies for effectively sharing financial information in a way that resonates with team members. We'll also explore the importance of tailoring the information shared to each individual's role and how this approach can lead to increased buy-in and engagement across the team.

Show Notes:

[2:19] - Open-books management does not mean opening the checkbook for everyone. It means being transparent about the health of the business and letting staff feel involved.

[3:24] - Kristen describes the scoreboard she has posted in the main area of the practice that provides a snapshot of the health of the business.

[5:51] - It's important to take the opportunities to show and talk about how much things cost.

[7:54] - Sharing financials can make a big difference, but we have to be able to explain them in ways that the staff can individually understand.

[10:46] - Some patient care goals can be connected to numbers.

[11:49] - Share different measurements and how they apply to what we provide to clients. Earning money for the practice is not something to be ashamed of.

[14:58] - When it comes to new hires, sharing some data and numbers can improve their onboarding and understanding of their new role in the practice.

[17:05] - Leadership can communicate successes in a similar way to team sports.

[18:55] - It is important for associates to know how they are doing in the practice and sharing numbers can communicate that clearly.

[22:29] - In years past, scripts were commonly used. Now we go with a more relaxed approach, but sometimes we miss some information. Talking points can help.

[24:14] - Celebrating goals does not have to be huge expense. Simple celebrations when goals are met are effective and appreciated.

[26:19] - If you want your team to be involved, you need to provide ways for them to be involved.

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

Today we're chatting about the manager role and the diverse pathways that lead individuals to this position. While practices are increasingly hiring managers from outside the organization, internal promotions are still frequent and possible and play a significant role in shaping leadership teams. Without debating the pros and cons of how we find managers, today we are discussing that transition from co-worker to manager. By gaining insight into the challenges and establishing a solid starting point, we can prepare new managers to succeed in their role.

Joining today is Andrea Cruz. Andrea is an RVT Practice Manager in Long Beach, CA. Andrea's journey into veterinary management began with aspirations of becoming a veterinarian, which evolved into a passion for the RVT role as she gained hands-on experience and honed her interpersonal skills. Now, as a practice manager, Andrea finds immense fulfillment in mentoring and empowering her team to reach their full potential. Throughout our conversation, Andrea will candidly share her experiences navigating the transition from colleague to manager, offering insights on maintaining professional boundaries, fostering trust, and overcoming challenges such as imposter syndrome.

Show Notes:

[2:18] - Andrea shares how she became an RVT and her early experiences.

[4:22] - Shifting from a co-worker to a manager was hard on a personal and professional level.

[5:59] - Balancing a friendly relationship as a manager can be a challenge.

[9:28] - There are many resources that can help managers improve their work and expectations need to be clear.

[11:30] - Setting clear boundaries is crucial.

[13:26] - We underestimate the power of trust.

[15:24] - During the transition into a leadership role, the most resistance Andrea received from teammates was when she implemented new protocols.

[18:10] - There are ways to communicate expectations without feeling like you're coming down on people.

[20:22] - You need to have a solid network of people who support you.

[21:25] - Imposter syndrome is something a lot of new managers may struggle with.

[24:35] - Sometimes you won't know how to deal with an issue until you do it. You will probably not be prepared for everything.It is a journey.

[26:11] - When bringing in new leaders, step into a mentorship role and encourage open communication.

[29:17] - There's a common misconception that managers and those in leadership need to know and excel at everything.

[31:15] - Don't forget about your team and their needs. You've been in their position and are now able to help them grow.

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

Welcome back to another insightful episode as we continue our journey into detoxifying teams and fostering a more compassionate workplace culture. Guest Rebecca Fox, a seasoned CVPM and Hospital Administrator from Orlando, FL, sheds light on what she calls "Compassion Management." With her wealth of experience, starting from the ground up as a receptionist to her current leadership role, Beckie brings a fresh perspective on nurturing compassion within our teams. Throughout this episode, we explore practical strategies and insights on how to infuse compassion into our management approach. From understanding the "why" behind processes to fostering empathy and trust among team members, we uncover actionable tips to cultivate a more supportive and empathetic workplace environment.

Show Notes:

[2:14] - You can manage well while keeping your humanity intact.

[3:24] - Team members need to understand the "why" behind processes.

[4:22] - Compassion Management is seeking to understand someone else's perspective.

[6:36] - Empathize with someone's situation and assume good intent.

[7:57] - If we can't trust each other and communicate, then patient care suffers.

[9:04] - Self-awareness is a skill that not everyone possesses.

[11:46] - We can give team members techniques to put problems aside to focus on patient and client care.

[13:05] - Managers need to know the scope of their role. Knowing your boundaries is important for successfully leading others.

[16:26] - The team will take their cues from the top down. Hold yourself to the same compassion standards.

[18:31] - Not all natural leaders are in a leadership role. Identify and communicate with the influencers on your team.

[20:15] - You have to set the standards yourself, hold yourself to the same standards, and communicate why the standards are important.

[24:51] - Compassion extends to clients as well.

[26:06] - Beckie recommends some books and resources for Compassion Management.

[28:02] - As leaders, we need to remember that we serve the clients and the team as a whole entity. It's not about us.

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

In today's episode, we're talking all about emotional intelligence, a term that often gets thrown around but is frequently misunderstood. It's not just about raw intellect; instead, it's intertwined with how we navigate relationships and environments. In the veterinary world, where patient care and client service are paramount, understanding the role of emotional intelligence is crucial.

Joining us is Rob Best, a seasoned CVPM with a background in Business and Organizational Communication. Having worn every hat in the hospital except DVM, Rob now leverages his expertise to help leaders enhance their effectiveness.

As we explore the landscape of emotional intelligence, we'll unpack its five components, which serve as invaluable tools for navigating interpersonal dynamics. From understanding the need for certainty in our brains to regulating our behaviors in stressful situations, Rob sheds light on how emotional intelligence impacts every aspect of veterinary practice management.

But it's not just about recognizing the importance of emotional intelligence; it's about cultivating it. Rob emphasizes the pivotal role of leadership in fostering emotional intelligence within teams, highlighting the power of intentional decisions and ongoing training.

Throughout our conversation, Rob gives practical strategies for enhancing emotional intelligence, including self-awareness exercises, visual reminders, and the importance of grace—both for ourselves and others. So, whether you're a seasoned practice manager or just starting your leadership journey, tune in as we uncover the transformative power of emotional intelligence in veterinary practice management.

Show Notes:

[2:47] - Emotional Intelligence (or EQ) has five components that help increase our ability to be more skillful in navigating interpersonal relationships.

[4:54] - Certainty is something our brain needs. Emotions are never certain, so we need to learn how to regulate our behaviors.

[7:08] - It's about manifesting and about intentional decisions from leadership.

[8:19] - Do we allow a stressful situation to become even more challenging because we can't regulate our emotions?

[11:05] - We can't "fix" people. But we can train people to better manage their behavior. It all begins with leadership.

[14:10] - Under stress, emotional intelligence can take a hit.

[16:22] - The day-to-day often gets in the way of new things we'd like to implement.

[18:06] - Self-awareness and examining ourselves can be uncomfortable and challenging.

[21:25] - Visual reminders can be helpful.

[23:06] - You can highlight certain aspects of emotional intelligence that draw connections to the practice.

[25:32] - We are all human. We have "stuff."

[27:01] - Give yourself and others grace. Our fear-based brains are driven to defensive behaviors.

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

Today's topic has been buzzing around the industry lately – spectrum of care. You've probably heard various opinions on this matter, but what exactly does it mean, and is it just another passing trend? Does it mean that there's just one good way to do it or should plans be customized?

Joining the podcast today is Beth Fritzler, a DVM and CVPM in Seattle. With years of experience under her belt and a passion for personalized pet care, Beth is here to shed light on why tailored treatment plans are the way to provide care to as many animals as we can. From understanding the importance of flexibility in care options to empowering clients to make informed decisions, Beth will guide us through the ins and outs of navigating the spectrum of care.

Throughout this episode, we'll explore real-life scenarios and dive into the nuances of customizing care plans to meet each patient's unique needs (and personalities). And in addition to learning how the spectrum of care impacts a patient or client, you'll also learn the impact it has on the team.

Show Notes:

[2:26] - Spectrum of care is broad and it encompasses all the different choices and levels of care that can be offered to patients and clients.

[4:34] - One trend is "Plan A or nothing," but Beth explains what that means for patients and their owners.

[5:50] - It is important to know where to draw the line and make sure it is communicated to the team.

[8:08] - Be open to the idea that the plan needs to be tailored to the pet.

[10:14] - Veterinarians are responsible for their patients and looking for solutions to their health issues.

[11:57] - Each patient is different. Some pets need more care than others.

[13:33] - We need to encourage the team to listen to the pet owners. They know their pet better than anyone.

[15:07] - There's nothing wrong with offering the "A" plan. But it is important to give the client time to think. It's not always an easy decision and is not always financial.

[17:24] - You really don't know what a client's concerns are until you ask. Take the time to ask and answer questions.

[19:47] - Many concerns clients have seem like a big deal to them, but we can easily solve them by asking questions and customizing the spectrum of care.

[22:30] - A trend that started after the Covid-19 pandemic is the trimming down of hours and availability. It is time to revisit this thought as it limits potential care for pets.

[25:07] - Customizing the spectrum of care can also build empathy in staff members.

[27:52] - Don't be afraid to step out of your comfort zone to offer something that a pet needs. That might be their best option.

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

Welcome back to the VHMA Manager to Manager Podcast. Today, we're delving into a topic that might seem a bit "fluffy" at first glance but holds immense importance for veterinary practices: interior and exterior design. It's time to explore how the aesthetics of your practice can actually impact your clients' perceptions as well as the surprising marketing tool it can become.

Joining us is Mary Kim, a hospital administrator for a family practice in California, who brings a unique blend of business and interior design expertise to the table. Mary's journey from business school to managing a veterinary practice has given her an interesting perspective on how design can shape client experiences.

In this episode, Mary explains why veterinary practices often overlook the significance of interior and exterior design and why it's time to change that mindset. While cleanliness is crucial, Mary emphasizes that the marketing value of fresh paint, furnishings, and landscaping outside should not be underestimated. As Mary shares her insights and experiences, you'll discover how the appearance of client spaces sends a powerful message and how investing in design can elevate your practice's image, attract new clients, and foster a sense of comfort and trust.

From reinventing décor to budget-friendly design solutions, Mary offers practical tips and creative strategies for transforming your practice into an inviting and functional space that leaves a lasting impression.

Show Notes:

[2:28] - Typically, veterinary practices don't put a lot of focus on interior and exterior design.

[3:27] - The appearance of client spaces especially sends a message about how current the patient care is given.

[5:10] - We focus on sterility which is important, but Mary explains that there are options that also make spaces inviting and comfortable.

[8:39] - Mary describes the interior look/feel of the practice she manages.

[11:19] - You can reinvent the pictures that go into the hospital, using them in a lot of different ways.

[14:14] - Generally speaking, this is a frugal industry. Mary shares ways to keep things inexpensive.

[17:25] - It is a good idea to also ask for the input of employees and team members.

[18:59] - Mary shares the inspiration behind the decor chosen for client spaces in their family practice.

[21:44] - Big projects can be budgeted for, but small things can be replaced or repaired as needed.

[23:41] - Sometimes, you might try things that just don't work. Mary shares some recent struggles she has faced in managing spaces.

[26:08] - There has to be some amount set aside each year for maintenance as the facility is a huge asset.

[28:01] - You can be creative and combine design and function into a practice.

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

Welcome to today's episode, where we learn the ins and outs of navigating financial reports. For practice managers, understanding the numbers that drive your practice is essential for making informed decisions and ensuring financial success. Most managers have a favorite report, budget, profit and loss statement, KPI, etc. while others just go by a checking balance that "looks good." Whatever your favorite report is, they are all important and as our guest today says, "Every report has a story to tell."

Joining us today is Mira Johnson, a certified public accountant (CPA) and CVPM, who brings a wealth of knowledge and expertise in veterinary practice management. She is definitely a "numbers girl" and in our conversation today, she shares the most important things to remember when navigating financial reports.

Mira delves into the importance of weekly reconciliation and ensuring that all data is readily available for assessment. We explore the concept of open-book management and how understanding key financial metrics, such as the break-even point, can empower practice owners and managers to make important decisions. We know that management reports are more than just the financials, but today, let's hone in on this important data and how we can learn each report's "story."

Show Notes:

[2:04] - Mira explains that the first step is to make sure that all data is available. To assess success, she looks at everything that a practice considers important.

[4:10] - She recommends weekly reconciliation. One of the basics for your CPA is to have access to the data.

[5:16] - You can look at the same report in different ways.

[7:20] - What is open book management and how is it beneficial? Mira explains what the important numbers are.

[9:40] - A practice is missing out if they don't know what their break-even point is.Team cannot hit an unknown goal.

[11:34] - Mira explains how to find the break-even point in your practice.

[14:58] - It is a good idea to tie incentives to goals and new training.

[17:14] - Managers and CPAs all have their favorite reports. Debbie and Mira share theirs.

[19:04] - Once you have an explanation behind the performance, you can do something about it. But you can't find it if you don't understand the numbers.

[21:00] - We all learn when we implement new things. If you implement a scorecard, make the numbers understandable and achievable.

[22:11] - Look at data regularly. If you have an outside advisor, connect with them on a regular basis.

[23:33] - If you don't have someone who does bookkeeping correctly, it doesn't matter what data you look at since it is incorrect.

[24:23] - Every report has a story to tell.

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