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