Podcast
VHMA Manager to Manager
Hosted by Veterinary Hospital Managers Association · EN
For over 30 years, the Veterinary Hospital Managers Assn has worked to offer support and education for those who manage veterinary practices. The VHMA M2M podcast series is designed to tackle timely situations that are universal in practice. Listen for this month's advice from experts in the trenches.
13episodes
Episodes
Newest firstAll episodes
From Chaos to Flow: Urgent Care in the GP Practice
3w ago00:37:27Tap to summarizeJoin me this episode as I sit down with Lynsey Mohr, CVPM and veterinary practice manager at Rehoboth Beach Animal Hospital, to explore how she helped transform a traditional GP clinic into a structured urgent care model! This is a topic that immediately caught my attention after meeting Lynsey at a conference and seeing firsthand how many hospitals, including my own, struggle with unpredictable emergency demand on top of already packed GP schedules. Lynsey walks us through the moment when the idea sparked during a roundtable discussion at an HMA conference, where conversations with ER and urgent care managers revealed that her practice was actually already treating urgent cases without a system designed to support it! Throughout our conversation, Lynsey explains how she and her team identified a major gap in their community, where the nearest emergency and urgent care options were an hour or more away, forcing their clinic to take on cases that couldn't wait. I am personally stricken by how intentionally she approached the rollout in phases - testing demand, expanding hours, and building trust with both her team and neighboring clinics before fully launching. Listen in as she shares how urgent care quickly revealed strong demand, how scheduling conflicts helped make her aware of the need for a more structured triage system, and how introducing a virtual waiting room changed how they controlled the flow of patients. Lynsey puts so much emphasis on team buy-in, communication, and reducing burnout by rotating doctors between GP and urgent care days instead of placing extra chaos on top of existing schedules. She also shares the impact of the model, including increased efficiency, improved patient outcomes, and financial growth. We also candidly discuss the emotional side of change in veterinary medicine including the hesitation, the exhaustion, and the eventual shift toward a system that feels more sustainable for both teams and patients. By the end of our conversation, I am really left thinking about how many practices are already doing urgent care work without realizing it and how rethinking structure (rather than effort) can completely change the experience for teams, clients, and patients alike! I hope that you enjoy my discussion with Lynsey Mohr, CVPM! Show Notes: [0:34] - Today's sponsor is Instinct Science! [2:31] - How did the idea of urgent care come to Lynsey? [4:53] - Lynsey reflects on having identified urgent care needs driven by local emergency gaps. [6:45] - Lynsey's team launched urgent care in phases after realizing GP overload and client frustration. [9:05] - After strong demand, Lynsey expanded urgent care and assigned rotating doctor days in order to reduce GP chaos. [12:51] - Hear how Lynsey's team adopted the model and she launched full community outreach that gained unexpected media attention. [15:42] - Restructuring urgent care can reduce stress and help staff better manage emotional workload. [18:38] - Lynsey explains how manual same-day booking created rush-hour chaos. [20:15] - Hear about how Lynsey realized that scheduling needed triage-based intake, leading me to explore virtual waiting room systems. [22:20] - Hear how Lynsey implemented a virtual waiting room with triage, drastically improving efficiency. [25:17] - Urgent care can improve staff control and client flow! [26:28] - Lynsey credits team collaboration, trust, and rotation schedules for successfully maintaining the urgent care system. [29:28] - Hear about how establishing urgent care increased revenue, enabled equipment upgrades, and helped support pay raises. [32:36] - Even just partial implementation of these ideas can improve any veterinary practice! [33:13] - Lynsey encourages managers to embrace change by identifying service gaps and responding appropriately to community demand. [35:57] - We wrap up the episode reflecting on urgent care growth, professional collaboration, and ongoing veterinary innovation! 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 Rehoboth Beach Animal Hospital Web Page Instinct Science Web Page
Transcribe →Keeping Private Practice Relevant in the Corporate Landscape
Apr 900:36:48Tap to summarizeFor this episode of the podcast, I am joined by Varuna Trivedi, Director of Operations at BEAM VetCare. Varuna has worked across dentistry and veterinary practice management in multiple countries, and she discusses what it really means for private practices to stay competitive in a world in which corporate healthcare systems are constantly expanding! We spend some time discussing how convenience has become the baseline expectation for modern clients. Online booking, text-to-pay, and quick communication aren't just "nice extras" anymore; they are simply part of how people expect care to work, and I share what I have been seeing in my own practice as we start to use tools such as AI-assisted documentation and after-hours automation. Varuna explains how technology can remove administrative overload so that doctors and technicians can focus more on client connection and patient care! We also talk about the power of human relationships in veterinary medicine. After all, clients definitely still value the doctor or technician who knows their family's story, remembers their milestones, and provides consistent care over time. Corporate clinics often deliver efficiency and standardized workflows, but we agree that private practices can truly stand out, and we touch upon some practical ideas as well such as forward booking, treatment coordinators, flexible scheduling for staff, and benefits like wellness stipends that are reflective of different life stages. Varuna also shares her experience using in-house diagnostics technology, including the imagist microscope from Zoetis, to make routine testing faster and more affordable for clients! At the core of this episode of the show, though, is ultimately one simple idea: private practices don't need to outspend corporate systems! Instead, they can stand out by blending modern efficiency with empathy, staff empowerment, and authentic client connection! Show Notes: [0:34] - Today's sponsor is Otto! [1:59] - Varuna discusses how some similarities between dentistry and veterinary medicine also require learning some nuanced differences between the two. [3:50] - Varuna argues that staying relevant means using technology and human connection such as Zoetis tools. [6:45] - Hear how AI scribing reduces burnout, improves workflow, and helps clinics maintain personal client conversations! [9:39] - Varuna asserts that private practices should blend online convenience with real relationships better than corporate veterinary systems! [11:55] - Technology such as text payments improves efficiency, but long-term staff and client relationships still ultimately preserve compassion! [13:29] - Varuna argues that private clinics thrive by promoting autonomy, mentorship, and relationship-focused care instead of competition. [15:39] - It's important to celebrate long-tenured staff publicly and internally to help promote loyalty, consistency, and client trust. [18:09] - Varuna believes that flexible scheduling and mentorship can help reduce burnout, support growth, and also help retain clinicians! [21:41] - Varuna advises creating passion-based career roles to retain staff more effectively than just merely raising salaries. [22:59] - Hear how scheduling dedicated time for staff roles can help improve workflow, reduce burnout, and strengthen job identity. [25:23] - Hear how automating administrative tasks with AI tools improves efficiency, staff focus, and workplace satisfaction. [28:15] - Ultimately, flexible, personalized benefits better match employees' life stages and interests than uniform packages. [29:47] - Varuna believes that veterinary care should highlight empathy while also improving treatment communication, follow-up, and client education. [33:00] - Empowering staff to follow up on estimates improves client service, practice revenue, and engagement! 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 Varuna Trivedi on LinkedIn BEAM VetCare Web Page BEAM VetCare on LinkedIn Otto Web Page Zoetis Web Page
Transcribe →Practice Progress: Navigating Change in Vet Med
Mar 1200:33:50Tap to summarizeI am really excited to have Karen Hart, CVPM, CCFP, on the podcast. Karen is the Director of Hospital Operations at the Burlington Emergency and Veterinary Specialists (BEVS) and is an MIT-trained engineer turned veterinary practice manager. Leading people through change has taught me something truly humbling: enthusiasm alone doesn't bring others along, and Karen discusses what it actually takes to make change work in the real world of veterinary medicine! Listen as Karen walks us through her journey and how she spent her career stepping into practices specifically to lead transformation. She has implemented technician triage programs, restructured workflows, and has even driven full cultural resets, and what I especially love about her perspective is that she doesn't treat change as chaos but rather as a system - one that can be designed, tested, adjusted, and strengthened. Karen and I also get honest about the parts that no one likes to talk about - software changes that take far longer than expected and inspections landing at the worst possible time, protocols that suddenly don't fit your new workflows, and burnout that starts before the change even begins. I reflect on how I underestimated the emotional weight of one of our biggest transitions and how that stress spilled over to my team in ways that I didn't even intend. Karen even reminds us that people don't hate change itself; instead, they hate the discomfort that comes with it, and together, we unpack why timing, pre-planning, and communication matter more than any tool or platform. We discuss blind spots, decision fatigue, and the reality that as leaders, even when a change isn't your fault, it's still your responsibility to guide people through it. We explore what true buy-in looks like: starting with the "why," inviting real input, building timelines that respect human limits, and mixing quick wins with slower, harder shifts. From handling change-averse team members to reframing setbacks as resilience, this conversation is about leading with clarity, empathy, and accountability! I hope that you enjoy my conversation with Karen Hart! Show Notes: [1:56] - Hear how, driven by engineering and systems thinking, Karen Hart leads large-scale change across practices. [4:16] - I point out how better technician utilization and triage can reduce doctor stress while changing how practices function. [5:34] - Karen believes that change is uncomfortable but worthwhile, and software transitions require at least a full year. [8:37] - Underestimating preparation time increases stress, yet leaders must still guide teams through inevitable pain points. [11:03] - Karen argues that real buy-in begins with shared purpose, deep listening, and collaborative decision-making. [14:39] - Thoughtful timing and quick wins help teams adapt without burning out! [17:32] - Karen talks about how her love of change is a blind spot, so she has to balance realism, positivity, and personal bandwidth. [20:34] - Karen argues that change has to be anchored in purpose, with firmness and compassion when some can't adapt. [23:05] - Patient-centered purpose and honest feedback help sustain teams when change becomes hard. [25:53] - Hear how self-awareness, humility, and course correction change failed attempts into resilience. [28:45] - Empathetic feedback systems protect teams while also acknowledging limits beyond our control. [31:36] - Karen explains how tracking metrics while managing timing and narrative strengthens culture via change. 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 Episode Sponsor: Epiq Animal Health Karen Hart, CVPM, CCFP on LinkedIn Burlington Emergency and Veterinary Specialists (BEVS) Web Page Burlington Emergency and Veterinary Specialists (BEVS) on LinkedIn
Transcribe →Playful Without the Pitfalls: How to Have Fun on Social Media
Feb 1200:43:38Tap to summarizeIn this episode of the show, I am happy to bring on Bethany Bankovich, CVPM, CVT, MHRM, CCFP, Hospital Administrator at Neffsville Veterinary Clinic. We tall about how to be playful and engaging on social media without undermining your practice's credibility. Bethany truly has a wealth of insight from managing practices, leading teams, and experimenting with strategies that actually work in the day-to-day reality of veterinary medicine! We focus on building an authentic online presence that reflects your clinic's personality, values, and culture, with Bethany sharing why it's so important to define your voice before chasing trends and how authenticity creates trust with both current and prospective clients. We also discuss how to balance showing your team and doctors as approachable and relatable while maintaining professionalism and credibility. Hear why humor and fun content are powerful tools but only when they're intentional and educational rather than forced. We also cover practical strategies for capturing real moments, celebrating milestones, and creating educational content that resonates with clients, with Bethany explaining how consistent posting that is tailored to the platforms your clients actually use builds engagement and encourages word-of-mouth marketing. We talk about rotating content between educational posts, behind-the-scenes glimpses, and celebrations to keep things fresh, and Bethany shares tips for planning ahead, scheduling posts, and taking advantage of simple, affordable tools such as Canva, Adobe Express, and PictoChart to make social media management manageable for busy teams! Listen in to come away with a clear understanding of how to use social media as an extension of your practice: a place to build trust, showcase your culture, highlight your patients, and connect with clients in truly meaningful, authentic ways! Show Notes: [3:05] - Define your online identity and values before posting or else trends will feel forced and fake. [5:53] - Bethany points out how social media should reflect your clinic's identity, not chase trends that risk credibility. [8:23] - Clients need doctors to be relatable yet maintain professionalism and medical expertise simultaneously. [9:20] - Bethany advocates for prioritizing clarity and trustworthiness on social media; humor should support, not replace, authenticity. [12:15] - Real, intentional content builds up trust, while generic posts risk alienating potential clients. [14:34] - Bethany argues that thoughtful trends and playful content using real staff and patients strengthen authenticity and connection. [17:13] - Bethany argues for the importance of consistency. [19:13] - Learn how deeply clients research you online to understand and improve engagement effectively. [23:56] - Bethany advises focusing on a few familiar platforms and posting consistently rather than spreading thin. [25:25] - It's important to allow staff who enjoy platforms to manage content and highlight education, celebrations, and behind-the-scenes moments. [28:49] - Bethany believes that educational content can be fun and engaging by showing pets naturally enjoying treatments. [31:18] - Celebrating milestones, pets, and staff humanizes the practice and strengthens client trust. [33:49] - Bethany explains how national days and everyday moments can help inspire content, which can be prepared well in advance. [35:42] - Affordable tools such as Canva and Adobe Express make content creation faster and more consistent. [38:18] - I share how scheduling posts in advance and staying consistent prevents last-minute stress and maintains engagement. [40:08] - In closing, Bethany asserts that your online presence should reflect culture, balancing fun, professionalism, and authentic engagement. 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 Bethany Bankovich on LinkedIn Neffsville Veterinary Clinic Web Page Neffsville Veterinary Clinic on LinkedIn HazComReady Web Page
Transcribe →Developing the Ultimate Customer Service Rep
Jan 800:37:34Tap to summarizeI am really excited to welcome Carol Hurst, LVT CVPM, of Encore Vet Group to the podcast for this episode! Carol is the kind of person who brings twenty years of hands-on experience and a true passion for growing people and culture. We spend this episode discussing one of the trickiest parts of veterinary management: building and training your client service team. It's a topic that can definitely feel intimidating, especially when you're dealing with people coming from all kinds of backgrounds, levels of experience, and expectations, but Carol helps it seem a lot less so with her wonderful insight! We kick things off talking about interviews and how to spot soft skills, what questions actually reveal how someone handles stress, and why that initial spark of engagement during an interview can tell you everything about a potential hire. Carol and I discuss why certain past experiences such as working in food service or with kids can actually be golden for client-facing roles, while others, like some banking or medical-office experience, may not translate as well. It's all about reading people, anticipating needs, and finding that warmth that makes clients feel truly cared for. We also get into training strategies, with Carol sharing some practical ways to balance teaching the technical side of the job with the soft skills that really keep clients coming back - everything from how to handle phone calls and scheduling to creating authentic connections at the front desk. We explore the concept of accountability, team buy-in, and how to define what "unmatched" service looks like in your practice, and I even share some lessons that I have learned the hard way such as setting expectations clearly during onboarding and carving out small wins for new team members so that they can feel confident in hectic moments! Listen in to hear Carol's insights into everything from rethinking your CSR workflow to using technology effectively so that your team can spend more time connecting with clients instead of just checking tasks off a list. If you have ever felt like client service is this mysterious puzzle, Carol's perspective will give you clarity and maybe even a little relief! Show Notes: [2:46] - I talk about my recent CSR hire and why I hired her. [4:32] - For CSRs, Carol tends to prioritize soft skills over experience because people skills are so important. [7:23] - Carol asks situational questions to see how applicants handle stress. [9:55] - Carol discusses how food service builds quick connection skills, while bank teller experience sometimes lacks creative client service. [12:10] - Hear how I consider innate traits and past experiences when evaluating whether applicants fit the culture. [15:25] - Training can be difficult, so Carol therefore uses flexible methods such as regular check-ins. [18:46] - Carol integrates soft skills into training and encourages CSRs to bond with clients. [20:26] - Soft skills and warmth create returning clients beyond just checklists and tasks. [22:44] - Carol highlights the importance of giving CSRs ownership of the client experience to ensure consistent service. [25:37] - Carol encourages allowing the team to define "unmatched" service. [28:40] - Hear how Carol teaches CSRs compliance, appointment management, and confident communication with clients. [30:20] - Carol stresses simplifying appointments and responsiveness while ensuring that CSRs improve the overall client experience. [32:38] - Carol advises reviewing workflows in order to reduce task overload and boost CSRs' client connection. [35:41] - Carol recommends using technology for efficiency while preserving in-person interactions as much as possible. 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 Carol Hurst on LinkedIn Encore Vet Group Web Page Encore Vet Group on LinkedIn Digitail Web Page
Transcribe →Digital Recruiting: Mastering Hiring Through Social Media and Your Website
Dec 1100:33:51Tap to summarizeI am joined not by one but by two guests this week - both from Everhart Veterinary Medicine. Kristy Ballwanz, Practice Manager of the Cross Keys location, and Niki Abendschoen, Director of Marketing and I.T., come on to the show to talk about how they have used their website and social media presence to improve their hiring and recruiting efforts, explaining that they wanted to showcase the culture and values of their practice to attract candidates who would be the right fit for them. On their website, Everhart includes detailed job descriptions for each position so that applicants know exactly what is expected of them. Kristy notes that this has been incredibly helpful, as one recent hire mentioned she had reviewed the job description and core values ahead of her interview, showing she was a good match for their practice culture. Listen in as both Kristy and Niki share some of the positive results that they have seen from their digital recruiting efforts, highlighting that the quality of applicants has improved, with candidates demonstrating a deeper understanding and alignment with Everhart's culture and values. This helps tremendously with the onboarding process, as new hires already know what to expect. Niki also describes Everhart's approach to social media, saying they try to keep it fun, engaging, and representative of their team and values. They highlight their team members, events, and the unique features of their different locations, with Kristy adding that they also use social media to build relationships with their community, showcasing things like their annual "Veterinary Olympics" that clients get excited about. Kristy and Nikki are in agreement that this transparent, community-focused approach to recruiting is beneficial not just for Everhart but also for the veterinary industry as a whole. By attracting employees who are passionate about the practice's mission and values, Everhart is building a truly engaged team that provides excellent patient care and client service! Show Notes: [2:48] - Kristy explains how Everhart has added job descriptions, core values, and culture details online to attract the right hires. [4:51] - We learn that Everhart posts detailed job descriptions online to help applicants assess fit before applying. [7:29] - Niki reveals how their social media stays upbeat, showcasing team culture, patient joy, and each hospital's specialties. [10:33] - Kristy stresses the importance of building relationships within your community. [13:50] - Hear how Everhart uses social media and videos to showcase workplace culture. [16:46] - Kristy describes how each practice's themed photo wall encourages friendly competition, and clients love it. [19:52] - Kristy stresses that candidates seek purpose and community, not just paychecks, something which Everhart highlights. [22:04] - When it comes to onboarding, a strong online presence helps attract candidates who already align with your culture. [24:57] - Attitude ultimately outweighs skill, which is why toxic hires are rejected to protect team culture and shared values. [26:49] - Kristy and Niki talk about how emphasizing core values in hiring strengthens team cohesiveness. [29:45] - Kristy and Niki close with some helpful advice, such as making sure that your online content is consistent and strengthens your work culture. 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 Everhart Veterinary Medicine Web Page
Transcribe →Feedback Without Friction: Mastering Employee Surveys
Nov 1300:30:47Tap to summarizeListen in this week as I sit down with Michelle Gienger, a seasoned practice manager at Village Veterinary Hospital, to talk all about the art of conducting effective employee surveys. Michelle shares her insights into how to gather valuable feedback from both vocal and reserved team members as well as how to implement that data without letting emotions get in the way. Michelle highlights the importance of building trust and creating a safe environment for employees to share their thoughts and ideas, explaining that she has found success in using a combination of anonymous surveys, live polls during staff meetings, and one-on-one conversations to get a well-rounded understanding of her team's needs and concerns. By introducing surveys gradually and making it clear that feedback will lead to actual change, Michelle has been able to overcome the initial hesitation some employees feel about speaking up, and she has learned the value of letting the team own the solutions rather than just presenting them with her own ideas. Balancing the serious, problem-solving surveys with more lighthearted, fun questions has helped keep Michelle's team engaged and invested in the process, and she stresses the importance of showing your human side as a manager - acknowledging your own mistakes and struggles, and using that vulnerability to connect with your staff, so whether you are managing a small team or a large organization, Michelle's insights offer a roadmap for creating a work environment with open communication and collaborative problem-solving. Enjoy my conversation with Michelle Gienger! This episode is brought to you by Aclivet. Aclivet enhances the operational efficiency and effectiveness of your hospital, and, in addition to financial and budget consulting, they make legal help and advice reasonable. For a flat monthly fee of just $299, you get unlimited legal questions answered from a lawyer experience in veterinary medicine. Aclivet takes the intimidation out of compliance for your hospital. Be sure to visit aclivet.com and use code VHMA to get your first month for only $1! Show Notes: [1:56] - Hear how Michelle Gienger struggled to design surveys that resulted in input from both talkative and quiet staff members. [3:18] - Michelle reveals that she uses anonymous polls and fun questions to earn staff trust and honest feedback. [5:20] - Announcing surveys ahead of time helps improve participation and helps staff feel comfortable with openly sharing. [8:56] - Beginning with lighthearted surveys built trust for Michelle's team, resulting in deeper collaboration and problem-solving. [11:52] - Empowering staff to contribute ideas can lead to autonomy and teamwork via fun, balanced topics. [13:13] - Michelle explains how live polls changed meetings into interactive spaces where staff feels heard and valued. [16:54] - Michelle stresses showing vulnerability and reflection so that staff sees her as a human leader. [17:43] - It's so important to take time to process feedback calmly and discuss issues with a mutual understanding. [20:29] - Learn why Michelle values follow-up conversations. [21:31] - Hear why Michelle prefers in-person talks for serious matters to convey tone, empathy, and authenticity. [24:01] - Hear how Michelle makes a point to engage quiet employees so that they feel seen and valued. [27:16] - Michelle reminds leaders that being authentic and owning mistakes earns respect and teaches resilience. 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 Michelle Gienger on LinkedIn Village Veterinary Hospital, P.C. Web Page Village Veterinary Hospital, P.C. on LinkedIn
Transcribe →Phase and Tier Training for New and Existing Employees
Oct 900:29:16Tap to summarizeJoin me for this episode as I happily welcome Talia Lucernoni CVPM, SHRM-CP at Vetcor. Talia shares how she set up a phase-and-tier training program for both new and existing employees, explaining how when she first joined a clinic that was in the middle of a transition, she noticed a lot of role confusion and no clear guidelines on what different staff members were actually allowed to do. To fix this, she teamed up with the current leads to define job roles and skill levels—from VA levels 1 through 3 and into tech positions, making sure that the program covered both hard skills such as placing IV catheters and soft skills such as communication and advocating for clients. Hear how, for long-term staff, Talia put extra focus on their strengths and passions, shaping roles that matched what they loved most - whether that was nutrition, surgery, or managing the surgical schedule. With that approach, she was able to give veteran staff new titles and responsibilities that worked well for the clinic while also keeping them fulfilled! Her advice to other managers is to keep the tier system flexible so that it can adapt as technology and workflows change. She also encourages always keeping communication clear around expectations and career growth. At the end of the day, Talia's approach is about setting standards, opening up growth opportunities, and making sure experienced staff stay engaged and challenged. I hope that you enjoy my conversation with Talia Lucernoni! This episode is brought to you by Pyxis Pro. Pyxis Pro is the simple way to manage training for your vet practice. Create courses with quizzes, videos, and a built-in content library. Schedule your free demo today at PyxisPro.com! Show Notes: [2:26] - Hear how Talia has revamped roles at a transitioning clinic by defining skills, tiers, and individual goals. [5:29] - Talia highlighted soft skills, added time requirements, and slowed eager assistants to prevent mistakes. [7:24] - I worry that tiered training might stifle long-term employees' growth while onboarding new staff. [9:51] - Talia engages veteran techs by aligning tasks with personal passions. [12:01] - Hear how I created specialized titles for orthopedic staff but still struggle to motivate some remaining technicians. [15:17] - Talia suggests reframing tiers, using self-assessments, and clear paths to minimize staff disappointment. [17:41] - Talia promoted a longtime front desk staffer, structured onboarding, and stressed soft skills in training. [20:29] - I share having motivated a technician with clear project goals, leading to improved performance and attitude. [23:46] - Talia explains how she keeps training tiers flexible, updating tasks and adjusting expectations to fit changing needs. [26:54] - Staying grounded in your goals and customizing templates helps ensure effective, non-cookie-cutter growth pathways. 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 Talia Lucernoni CVPM, SHRM-CP on LinkedIn Vetcor Web Page Vetcor on LinkedIn
Transcribe →Leading with Empathy
Sep 1100:28:45Tap to summarizeJoin me this week as I have a great conversation with Tori Lauro, Veterinary Hospital Manager at VCA Animal Hospitals. Tori shares her journey from becoming a customer service supervisor to being promoted to hospital manager in 2018. Having faced challenges early on, she reflects on feeling like she needed to have all the answers and make changes quickly, without first understanding her team which led to some initial resistance, as her staff saw her as an "interloper" trying to change things. Hear how Tori learned from this experience and how, when she later transitioned to managing a different hospital, she focused first on building relationships and trust with her team before implementing changes. Tori discovered that leading with empathy, rather than from a place of just authority, was far more effective, and that maintaining psychological safety, focusing on improvements over blame, and having open communication are key. She discusses how she handles pushback from colleagues who want a more rigid, disciplinary approach and how she tracks "chronic mistakes" in a spreadsheet to identify trends but addresses issues in collaboration with staff to understand root causes. Our conversation truly highlights Tori's passion for creating a positive, supportive work culture in which people feel empowered to learn and grow, and she regards her role as a leader not just to enforce policies but to understand her team's challenges and help them succeed. She was even recently recognized as an emerging leader in the veterinary management field, and she shares advice for new managers to have patience, give themselves grace, and focus on the incredible opportunity they have to make a real difference! Enjoy my conversation with Tori Lauro! Show Notes: [2:24] - Tori reflects on how, early in her role, she prioritized policy changes over understanding her team's established methods. [4:43] - Lessons from her first hospital taught Tori to build relationships before managing at her second hospital. [6:52] - Hear how Tori learned to balance rules with empathy, adapting her style to the needs of the hospital. [9:17] - I reflect on struggling with staff wanting strict accountability for others but not themselves. [11:41] - Tori shares how a tech praised her for fostering a no-blame culture focused on solutions over finding fault. [14:11] - I address mistakes by improving processes, not shaming people, even when errors are significant. [16:57] - Accountability needs to target issues, not people, and be built on trust. [19:16] - Tori uses spreadsheets and emails to factually address concerns. [21:19] - I share how I log minor mistakes and check in to uncover personal struggles affecting work. [24:18] - Tori encourages new managers to show themselves grace, keep learning, and value their team. [26:27] - Ultimately, managers greatly influence staff morale and need to lead as trusted role models. 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 Tori Lauro on LinkedIn VCA Animal Hospitals Web Page VCA Animal Hospitals on LinkedIn
Transcribe →Unique Ideas for Care Despite Rising Veterinary Costs
Aug 1400:31:34Tap to summarizeJoin me for this episode of the show as Melissa Stedman, CVPM of Brandywine Valley Veterinary Hospital, discusses some unique ideas for providing veterinary care despite rising costs. She shares that her practice has unfortunately seen a significant drop in certain services like dentals, spay/neuters, and preventative care as clients struggle with increased financial pressures. To help address this, Melissa's practice focuses on offering clients flexible payment options, including in-house payment plans for established clients. Melissa's practice also uses medical credit card companies and "pay-in-four" style plans to help spread out costs. She highlights the importance of not judging clients' financial situations and instead working to find solutions that provide the necessary care. Her practice also gets creative with bundling services, such as offering discounted packages for medications such as Solensia. She reveals that they have found success in bundling routine lab work as well. While Melissa cautions against devaluing services through free exams, she believes that bundling can be an effective way to make important treatments more accessible, and she also highlights the importance of being transparent with staff, sharing details on expenses and costs, helping to empower staff to be more mindful of waste and capture appropriate charges. Her practice has also found success in offering online booking, which has helped drive more routine visits. Melissa's insights provide practical strategies for veterinary practices dealing with the challenges of rising costs while still prioritizing quality patient care and the human-animal bond. I hope that you enjoy my conversation with Melissa! This episode is brought to you by CareCredit. CareCredit understands you are busier today than perhaps ever before, so to help free up your time, the CareCredit Health and Pet Care credit card allows clients to access a budget-friendly financing experience. They can learn, see if they pre-qualify, apply, and even pay if approved all on their own. With just the tap of a link or a quick scan of a QR code, they have a friendly, contactless way to pay over time for the services and treatments their pet needs. Show Notes: [2:46] - Melissa discusses how dental procedures dropped in 2024 as clients prioritized essentials over costly care. [4:00] - Staggered vaccine appointments help clients financially but reduce doctors' average transaction values and productivity. [5:37] - Melissa stresses offering gold-standard care first and then adapting based on clients' financial comfort. [6:50] - In order to avoid costly ER visits, Melissa's clinic offers weekday care plans for some urgent problems. [9:57] - Brandywine provides in-house payment plans for trusted clients, even though there are financial risks involved. [11:18] - It's important to be cautious with high-risk payment plans. [14:07] - I reflect on having helped fund an emergency C-section, trusting the client's promise to eventually repay me. [17:18] - I want to bundle costly monthly injections to increase profits while also improving patients' long-term quality of life. [18:17] - Hear how Melissa bundles diagnostics and meds such as Solensia to boost early compliance. [20:36] - Melissa rewards her inventory manager for cost-saving efforts and educates staff on minimizing waste. [22:17] - Being transparent with your staff helps them understand costs, reduce waste, and suggest budget-friendly alternatives. [25:00] - Melissa shares how online booking increased appointments and engagement. [28:30] - It's important to have compassionate flexibility and in-house plans to help struggling but committed pet owners. 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 ● Melissa Stedman on LinkedIn ● Brandywine Valley Veterinary Hospital Web Page ● CareCredit Web Page
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