VHMA Manager to Manager

Do you find that all the details and policies in your practice are laid out but somehow people don't know them? Are we laying them out clearly? This is a common issue among many practices and we aren't holding everyone to the expectations we have of them.

Today's guest is Heidi Rizkalla and she joins the conversation this month to help us work on better communicating expectations. After setting those expectations and communicating them clearly, we need to be sure they are being followed so we can have a successful and smooth-running practice. Heidi comes to us from Johnstown Veterinary Associates in Pennsylvania with a background in education. She is clear about her expectations with newly hired employees, but she shares today that she is extremely clear with them even before they are officially hired. Listen on to find out ways you can improve communication of clearly defined expectations with your teams.

Show Notes:

[2:29] - During the interview process, if Heidi feels it is going well, the job description is shown to the candidate right away.

[3:29] - Does a candidate have background knowledge of your practice?

[5:16] - Job expectations are non-negotiable.

[6:02] - "What other things can you bring into this position?" is a great question to ask. Look for people who can lead a team or a task.

[7:03] - During an interview, ask the candidate if there was a question they would like for you to ask.

[8:45] - Have very clear job descriptions and edit it over time to make it clearer.

[9:46] - Heidi's practice has a 3 month probationary period and makes it clear during that time if they are doing well enough to continue in the position.

[11:40] - Setting expectations is one thing, but holding people accountable is sometimes tougher.

[13:03] - In an effort to be empathetic, sometimes employees are not held to expectations.

[14:28] - Sometimes you need to have tough conversations.

[16:43] - Avoid speaking in generalities.

[19:06] - You can't argue with clear examples.

[20:21] - Most times, people stay with a job or position for 3 years. Consider when hiring who may leave the practice or is someone to develop to stay.

[22:37] - How can we shift someone back on track after an argumentative hiccup?

[23:28] - When hiring someone, they are promising that they will meet job expectations.

[25:01] - Self evaluations are valuable to employees and managers.

[25:51] - Everyone needs to be on the same page.

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
• Johnstown Veterinary Associates Website
• Heidi Rizkalla, CVPM on LinkedIn

Two years ago, everything changed with the onset of the Covid-19 pandemic and truly, the world will never be the same. Now, two years later from those massive adjustments, morale could still be an issue. How can we as managers help boost morale and support the team during trying times?

Today's guest is Linda McCarthy, one of 2022 VHMA Emerging Leaders. She started as an assistant in 2003 and has worked her way into the management role at Cats Corner in Oxford Connecticut. She brings to us some great actionable tips and strategies to keep spirits lifted in the practice even when days are hard.

Show Notes:

[1:58] - Linda's practice is still strictly curbside which makes things continue to be a bit stressful.

[3:00] - People have been able to adapt and now flexibility is the norm.

[4:18] - As many practices are adapting again to let clients in the building, there's more adjustment for teams to make.

[6:15] - Linda shares some strategies to boost morale during particularly rough days.

[8:14] - There are a lot of things that are unpredictable everyday.

[9:20] - Acknowledge emotions and need for space.

[11:03] - Attendance can be a struggle during trying times.

[13:51] - One solution to knowing attendance issues during Covid is to overstaff.

[14:47] - Bring team members together to discuss issues.

[16:05] - We all have things in common. Get to know everyone to help build morale.

[17:53] - Connections don't always happen organically. Managers need to put some energy into team building.

[18:15] - Bonusly is a great app for supporting morale.

[19:36] - There's a chain reaction in recognizing team members.

[20:18] - Gas prices being up is a stressor for employees.

[21:30] - Remember that employees spend 40 hours a week with each other. Personal problems might come into play as we are all human.

[22:49] - Part of the manager's job is to praise and lift others up. Have a plan.

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
• Cat's Corner Veterinary Hospital on Facebook
• Linda McCarthy on LinkedIn

Everything's better with a plan, right? And while it doesn't seem like the typical time of year to talk about budgeting, today's guest enlightens us that it is always the right time to budget. Lisa Yackel joins the VHMA Podcast today to show us why and how to implement a budget.

Lisa has over 45 years experience in the field and has gone through many changes in budgeting over those years. As things continue to evolve for the industry, one thing remains consistent: it all starts with awareness. Lisa is a big believer in developing a team culture and explains the importance of communicating the budget in an educational way. When everyone is on the same page, plans are more likely to stay intact instead of fall apart.

Lisa shares tons of great ideas so you don't want to miss this episode to get your practice's budget implemented successfully.

Show Notes:

[1:51] - Lisa shares about her background and how much depended on budgeting.

[3:06] - In the past, veterinary practices weren't truly considered a business. But over time that dynamic has changed and it's necessary for a finance department.

[4:47] - Educate the practice managers and owners about budgeting.

[6:40] - Budget for things that people don't always think about.

[8:12] - It all starts with awareness, consistently, and culture.

[10:06] - Veterinarians need a return on investments. Make a plan to ensure that happens.

[11:47] - Once you budget for a year, it is not set in stone. Lisa adjusts the budget every month.

[13:01] - How can you present a budget to the team?

[14:33] - Lisa shares a story about a septic tank issue that impacted the budget.

[16:50] - Translate to the team where money is going.

[18:22] - Bring in games to meetings to help educate everyone on the budget.

[20:22] - Creating a budget takes time but it is very worth the time invested. Lisa gives tips on how to get started.

[22:36] - Sometimes ideas do not work out according to plan and it creates a budgeting problem.

[24:19] - Budgeting needs to match the core values of the practice.

[25:40] - It is important to practice what you preach.

[27:16] - Debbie minimizes turn over with paid birthdays off and notes that you have to have staff morale written into the budget.

[29:23] - Although not always the popular opinion, Lisa believes in efficiency.

[32:05] - Budgeting is not all just numbers. There are strategies to think about.

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

Links and Resources:

VHMA Web PageVHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin Lisa Yackel on LinkedIn

When it comes to the working relationship between a practice owner and the manager, things can go smoothly or can be very rocky. This relationship is crucial for a successful practice, so how can we implement systems and improve our communication to strengthen this partnership?

Today's guests are Brent Bilhartz and Becca Bucker from LazyPaw Animal Hospital in Frisco, Texas. Brent, the owner, relies on Becca, the manager, for certain things as she relies on him and because of their clearly defined job descriptions, there is little to no confusion or stepping on toes. By starting with these clear job descriptions and responsibilities, they also discuss today the importance of regularly scheduled meetings and not managing by ambush. This episode is packed with a lot of great tips and advice for those looking to improve their working relationship and to continue developing a strong practice culture.

Show Notes:

[2:50] - Communication and not taking things personally is a huge component to a smooth working relationship.

[4:09] - Brent also emphasizes the importance of prioritizing meetings to properly communicate.

[5:08] - Have a system in place to be sure that meetings are not interrupted unless it is an emergency. Set the boundaries and expectations.

6:18] - If approached with something that he doesn't need to handle, Brent directs team members to Becca.

[7:34] - Job descriptions need to be very clear and Becca says to stay in your lane.

[9:05] - The onboarding process helps make clear the person to go to for different scenarios.

[9:57] - Play to your strengths.

[11:35] - Brent gives Becca more jobs than she can handle to force delegation.

[13:08] - Sometimes a person is not upset at you, but rather the situation.

[14:08] - Always go into a situation with a cool head.

[15:08] - Some things do not need to be resolved in the hallway. Don't manage by ambush.

[16:51] - There's a difference between things discussed in a meeting and conversations that are just chit-chat.

[17:33] - Brent, as the owner, is not in charge of hiring and firing.

[19:00] - Try to see all points of view.

[21:28] - Commonly complained on the forum, Brent addresses why people are struggling with the owner/manager relationship.

[22:51] - At their practice, all ideas are welcome as long as everything is presented in a meeting.

[24:44] - Managers must delegate tasks. Their job is to make sure things get done, not that they are the ones that must complete them.

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
• LazyPaw Animal Hospital

In this post-pandemic climate, we have discovered that discipline for not following protocol has changed. Managers are feeling the pressure to maintain these protocols and keep turnover rates as low as possible by keeping a happy and efficient team. It is certainly more complicated than it was pre-Covid and today's guest helps us with her tips and passion for team dynamics.

Jessie Merritt joins us today as the Practice Manager of Oswego Veterinary Hospital. She is active within the Veterinary Hospital Managers Association and in her 19 years as a practice manager, Jessie has found her strength in practice culture, team dynamics, and client retention. In today's episode, Jessie shares how her practice has seen little turnover in the last couple of years and how she maintains healthy boundaries with team members. Although keeping these boundaries is important, Jessie is able to also show her genuine care and transparency in motivation to keep her team working efficiently and meeting expectations.

Show Notes:

[2:25] - In the beginning of the pandemic, a lot of performance measures were overlooked.

[3:35] - Jessie shares how she was clear that these temporary conditions were not the new normal as offering grace was important during that time.

[4:50] - Client service changed drastically for a while with curbside for a long while.

[6:30] - Jessie explains how the changes in employment and the "playing field" have impacted the way she has conversations with employees.

[8:23] - It's one thing to offer raises or bonuses as they are earned but another to feel obligated to be forced to.

[10:08] - The ripple effects of turnover is putting a lot of pressure on managers.

[12:50] - It's hard to have difficult conversations, but it is unfair to rely on others to pick up the slack of employees who are not meeting expectations.

[14:20] - Jessie shares some initiatives to keep employees motivated and feel appreciated.

[17:01] - Debbie suggests "birthday pay."

[18:14] - Jessie shares that they are fully staffed and have not had much turnover.

[20:33] - Regarding documentation, Jessie explains that she prefers authentic conversations and brainstorming ways to help team members meet expectations.

[21:21] - Choose your battles.

[23:00] - Some practices still see Covid as a hindrance for attendance but things are looking much better in recent months.

[25:04] - Transparency in motivation is important to Jessie and her team members know that. This creates trust and openness in conversations.

[27:02] - Having conversations is more impactful than strong discipline.

[28:10] - You can show genuine care for your team members while still having healthy boundaries.

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
• Jessie Merritt VHMA Profile
• Oswego Veterinary Hospital Website

As we start thinking about wrapping up another year, we need to plan for 2022. Strategic planning seems intimidating, but with our guest's help today, it doesn't have to be. Tiffany Consalvo joins me today as we talk about taking the scary out of strategic planning.

Tiffany is a Certified Veterinary Practice Manager (CVPM). She began her career in the veterinary profession in 2000 at a small companion animal hospital in Crawfordsville, Indiana. Tiffany attended Purdue University where she earned her B.S. in Animal Science in 2006. Upon graduation she accepted her first practice management position at Paw Prints Animal Hospital (PPAH) in Lafayette, Indiana. Through her leadership style of coaching and mentoring others, she developed a management structure at PPAH that allowed her to remotely manage the practice after relocating to Pennsylvania. Tiffany became the Practice Manager of Gilbertsville Veterinary Hospital in 2011 and has formed a highly successful owner-manager relationship. She excels at financial management, creating highly effective teams, and utilizing media platforms to enhance the hospital's productivity. Tiffany enjoys challenging the team and utilizing their own skills to enhance the hospital.

So get out your planning tools, whether it be an app or a simple notepad, and get the ball rolling with 2022 Strategic Planning.

Show Notes:

[2:00] - Welcome to the show Tiffany! Tiffany begins by sharing the importance of strategic planning.

[3:10] - Strategic planning can be intimidating and Tiffany describes the hurdles.

[4:40] - Part of this planning is understanding your current place. Busy does not equate to success.

[7:08] - After meeting with the owners, Tiffany then meets with other team members.

[8:03] - If you have a large management team, it can be challenging to have too many people in a planning session.

[10:22] - There needs to be some sort of structure to strategic planning meetings.

[11:18] - What are Mind Maps and how can they help the flow of a planning session?

[13:01] - It is important to create SMART goals and make plans.

[14:33] - Big hairy audacious goals will come up and they are great to keep in mind as long-term goals with milestones within.

[17:28] - Strategic planning is not just about the numbers. It is crucial to include Human Resources in planning meetings.

[19:20] - Think about what your Dream Team would be for 2022.

[21:36] - It's also important to consider the clientele in your practice when developing a plan.

[22:47] - Tiffany recommends some different planning apps and reminds us that not everyone will love every program, but they're worth talking about.

[25:23] - Start communicating goals with the why behind them.

[26:50] - Breaking down each step will also help make things measurable.

[28:37] - Tiffany recommends professional development books and advises to take the scary out of strategic planning.

[30:21] - Take the time to dig into your own practice as goals are not copy/paste.

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

Links and Resources:

• VHMA Coronavirus Resources
• VHMA Facebook
• VHMA Twitter
• VHMA on Linkedin
• Gilbertsville Veterinary Hospital
• Tiffany Consalvo on LinkedIn

Things are very overwhelming right now, and emergencies seem to be coming in constantly. When emergency facilities are full, what is the solution? Today's guest is Brandon Zweerman from Ottawa Animal Emergency and Specialty Hospital, and he has worked in several different roles in his career. He is a strong believer that happier employers can build a better practice.

Today, Brandon and I discuss emergencies and how this surge in caseloads across North America is creating the need to make new decisions. Brandon offers excellent advice on cooperative communication, scripts for effectively saying no to clients, and managing the team in a way that makes them feel supported.

Show Notes:

[2:17] - Many practices are having to stop emergency services because of the overwhelming case load.

[3:46] - Brandon explains how he met with other emergency facilities to come up with a plan to work together.

[6:17] - Cooperative communication is key but in this industry, we are notorious for working alone.

[7:12] - Brandon reflects on the surge of emergency caseloads and how he was driven to make new decisions.

[8:49] - How do you tell clients that you aren't able to see a patient? Brandon gives an example of a script he has been using in his practice.

[11:01] - Employees need to know that they are supported.

[12:28] - Even general hospitals for people are at capacity and Brandon used that information to explain the problem for the clinic as well.

[14:38] - Brandon triages out anything that is not immediately life-threatening.

[15:50] - Some people realize their capacity but others struggle with saying no.

[17:14] - Meeting at least once a month to discuss problems and solutions is critical.

[18:56] - Financially speaking, saying no is particularly hard.

[20:32] - The money is so good, but what are the consequences of taking an overwhelming case load?

[23:40] - Debbie shares how not everyone is preparing clients for what to expect.

[25:38] - There needs to be a symbiotic relationship between emergency clinics and general practice.

[27:00] - How can you shift around tasks and decisions to alleviate pressure on doctors?

[28:02] - Talk to your team and get their perspective.

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
• Ottawa Animal Emergency and Specialty Hospital Website

Mental health is a very hot topic these days, especially in the veterinary clinic world. So on the VHMA Manager to Manager Podcast, we're talking about all things mental health: the concerns, the stressors, and more importantly the key components in how to help deal with overload.

Today's guest is Katie Hill, hailing from Gainesville, Florida. Katie is a CVT, CVPM, and a Certified Compassion Fatigue Professional with four clinics in the Gainesville area. She has a variety of outside interests including yoga, walking, and other things that are totally different from her day job. In this episode, you'll find out how important that separation is. A lot of times, we inundate ourselves with work, but Katie likes to take the time to learn new things outside of work and completely unrelated to the veterinary industry to grow as a person.

Let's face it, this job is stressful. How can we better manage our own stress and as leaders, how can we help our team stay balanced? Katie has several helpful tips on how to manage this very important topic.

Show Notes:

[2:36] - Katie describes the stigma of mental health as compared with physical health.

[3:51] - Compassion fatigue is a very real problem for many in this industry.

[4:48] - Restoring balance and managing particularly upsetting days can be challenging. Katie shares some tips on bringing some positivity, joy, and community to the team.

[6:45] - Checking in with your team and monitoring your own mental well-being is important.

[8:10] - Don't be afraid to ask how someone is. Some days are really hard.

[9:06] - Katie describes a tool she uses to get a better idea of where balance is lacking.

[12:08] - Social media and cyberbullying is a real problem that isn't going away. How does Katie suggest handling a negative review?

[15:26] - Debbie discusses Suicide Prevention Month and the reality of the stressors and constant negativity on social media.

[16:36] - What are the signs of someone being at risk of suicide?

[18:43] - High volumes of controlled substances should not be available at all times.

There seems to always be a new threat on the horizon when it comes to network and software security. Not only that, but there are always new gadgets coming out that make previous security measures less effective or obsolete. This aspect of running a practice can be frustrating. That's why we have Ben Spinks on the show today to help us better understand the right policies to have in place and general tips on practice security.

Ben Spinks temporarily (or so he thought) entered the veterinary industry in his current capacity in 2004. He planned on helping a veterinary practice "run some numbers" over the summer to delay his inevitable entry into the corporate world. That one summer stretched longer than he anticipated, and he's been the Hospital Administrator of Tipp City Veterinary Hospital ever since. Outside of his role at TCVH, Ben helps other businesses run more efficiently, helps companies in the veterinary industry communicate effectively using video, and is part of the consulting teams at VetSuccess and at VetSupport.

Using his IT knowledge to better secure his practice, he is also helping others keep up with routine security audits and in today's episode, providing a lot of great actionable steps to take to make sure you are safe.

Show Notes:

[3:14] - New threats come out all the time. IT works hard to mitigate new threats.

[4:29] - Cutting costs can be detrimental for some IT tasks.

[5:42] - Debbie shares how she runs new things by her local IT guy for guidance.

[6:30] - Ben highly recommends regular security audits.

[7:18] - Security audits can be IT based and apply to HR as well.

[8:30] - Ben describes external and internal security audits and how often to have someone check everything out.

[10:07] - There has been some recent discussion on VHMA forums regarding keypads. Ben addresses the concern and explains the different varieties.

[12:34] - The constant changing of passwords can be hard to manage. Using a password manager can be very beneficial.

[14:38] - Ben and Debbie discuss common password best practice.

[16:03] - Veterinary specific software and computers may have different best practices than other types of industries.

[17:40] - Policies regarding IT are extremely important to have in place and follow.

[20:21] - Ben highly recommends getting professional assistance in setting up a strong firewall.

[21:14] - What are some things you should have in place for security and backups?

[23:39] - Security, backups, and IT need to be budgeted in. Things are pricier than Debbie thought they would be but the risk without is too huge.

[25:53] - Virus protection that is updated on a regular basis and routinely checked is a non-negotiable need.

[28:29] - Network cameras are a great place to start if you do not have security cameras in place.

[30:20] - Ben addresses team access and what it might look like in some practices.

[32:11] - Two factor authorization is best practice.

[34:12] - Talk to your team and get everyone on the same page with policies.

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
• Tipp City Veterinary Hospital
• Ben Spinks on LinkedIn

Self care has a bad reputation as being too selfish, but in a world of high expectations, stress, and eventual burnout, self care is crucial. That's why I asked Lillian Clegg to be on the VHMA Manager to Manager Podcast today. Not only is she an excellent practice manager, but she is a former massage therapist who knows all about the importance of self care.

In today's episode, Lillian and I discuss the importance of self care and what that could look like. In some cases, it could be taking the well-deserved vacation time that you've earned. But in other instances, it could be as simple as taking a walk around the building to recenter yourself. Lillian gives excellent tips on how to fit a few minutes in everyday to take care of yourself and ways you can set boundaries for yourself and your staff to better avoid resentment and frustration.

We know there's a lot of stress in this profession, so listen on for some ways you can start implementing positive self care practices into your routine.

Show Notes:

[2:57] - Lillian explains why she left her career as a massage therapist to the veterinarian field as an assistant.

[4:45] - In management particularly, there's not a lot of downtime and the pandemic has changed the pressures. We can't support the staff if we can't support ourselves.

[5:48] - Many times, we don't take the opportunity to care for ourselves. We strive to find a work-life balance for leaders but not always for ourselves.

[6:59] - Self care has a bad reputation for being selfish.

[7:48] - We can't keep dwelling and worrying about burnout, we have to try to prevent it.

[8:40] - Lillian explains what she does to identify the need to step back for herself.

[9:57] - Sometimes the small things that only take a few minutes can have a huge impact.

[11:23] - It is important to just be human. If you need a moment, it's necessary to take it.

[12:32] - Lillian has a lot of hospitals in her area and can collaborate with other managers.

[14:20] - Debbie shares her positive experience with a forum that she's a part of.

[16:17] - Lillian admits that she used to not take her vacation time. But she has learned how important it is to take the time away that she has earned.

[18:30] - Teams need to be prepared if you are away. Empowerment talk is important.

[21:01] - Use sick days when you need them or you will become more physically ill.

[22:40] - We also need to be sure not to get irritated when others need to take time for self-care.

[23:50] - It is important to understand that staff need time off, too. There are some that are more chronic for calling out, but in general we need to consider this.

[26:26] - Lillian describes the boundaries she has in place for herself and how she communicates this to her team.

[28:42] - A boundary that should be in place is interruptions.

[30:54] - Phone calls after business hours or during time off could cause resentment. That is where boundaries come in.

[32:15] - Lillian avoids that resentment by having a team in place to handle issues when she is not working.

[33:54] - Although salaried, you should have a set schedule so expectations are clear on when you are available to support your staff.

[35:23] - As you set up boundaries of yourself and your staff, the boundaries of doctors should be respected as well.

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
• VCA Old Tappan Veterinary Hospital
• Lillian Clegg on LinkedIn