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.
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Compassion Management
May 2, 2024Tap to summarizeWelcome 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
Transcribe →Facility as Marketing Tool
Mar 21, 2024Tap to summarizeWelcome 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
Transcribe →Goal Setting for the New Year
Dec 19, 2023Tap to summarizeIn this podcast episode, we delve into the crucial process of setting and maintaining goals for the upcoming year. While financial considerations often dominate the discussion, this episode sheds light on the equally vital operational aspects that need the same attention. It is important to examine staffing levels, consider adding services, and stay attuned to changes in the community. Effective planning requires dedicated time to ensure the successful implementation of goals, and more importantly needs the buy-in and collaboration of the team. Today's guest is Meghan Bingham, a CVPM in Houston. Meghan started out in a summer job in her neighborhood clinic, fell in love with veterinary medicine, and worked her way through all the areas up to manager. She has helped to grow the clinic from a one doctor to a twelve doctor practice and has held every position except veterinarian. She was also elected into VHMA's Emerging Leaders and has served as Director for the VHMA board since 2011. Show Notes: [2:58] - Once the budget is out of the way, Megan sets the tone of goal setting by picking a "word of the year." It's useful to have a focus. [4:07] - Having a plan and an accountability partner are important for Megan's goal setting. [5:09] - Getting a team's buy-in makes a difference in what goals will be successfully met. [6:56] - A problem is not just one person's problem. There are a lot of moving parts and there can be hiccups. Team members can help come up with a plan. [8:57] - Managers are great planners. But making sure things are happening is the challenge. [10:28] - Checking back in throughout the year and celebrating progress are important. [12:25] - Remember your why. [13:52] - It all matters. Goals do not have to be financially driven. [14:52] - Vendors and clients can feel team tension. Staffing goals could be all about how employees interact with each other. [17:26] - Team building is critical. Megan shares some of her favorite team building exercises. [20:02] - Some goals seem like they are not measurable but they are. Put them on paper and determine how they can be measured. [22:24] - To boost the culture in the practice, consider having a kudos board that isn't invisible to clients. [24:10] - Building people up in the team is a way to boost culture and meet the culture goals you set for the year. [25:10] - Megan says that the unsuccessful ideas are the ones she comes up with completely on her own. Goal setting and problem solving as a team is key. [26:21] - Set easier goals to give yourself and the team an opportunity to celebrate wins early on in addition to the bigger goals that might take all year. 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
Transcribe →Managing Labor Costs
Nov 20, 2023Tap to summarizeIn this episode, we're joined by the insightful Melissa Mauldin, a seasoned professional with a wealth of experience and a great perspective on navigating the balance between attracting top talent and maintaining a healthy balance for profitability. Melissa, who has worn various hats over the years and now serves as an instructor for the VHMA's Rising Manager Training Program, shares her wisdom on offering fundamental benefits packages. Join us as we explore how she uses data to support benefits selection, how she incorporates information about offerings to employees throughout the year, and what we need to offer as basics before we look at the "flashy" ones. As Melissa aptly puts it, it's simple, but not always easy. Show Notes: [2:47] - When it comes to benefits, people expect health insurance, vacation time, and fair pay. You have to provide these basics. [3:49] - Beyond the basics, people are looking for a good environment, flexible work schedule, and growth through tuition benefits. [4:50] - Flexibility is key in current times, but there has to be a balance to provide client and patient care. [6:02] - Provide employees with information on benefits so they take advantage of them. [8:00] - Weave in conversations about some of the flashy benefits you offer throughout the year, especially when talking about goals. [10:06] - If you come in with a new offering, you need to bring data to get owner buy in. [14:00] - Sometimes we have great ideas and they "bomb." Melissa says that they are experiments and we can learn from what we launch. [15:21] - One benefit that has been a great success for employees in the industry is floating holidays. [17:40] - One thing to consider regarding PTO offerings is making sure that the practice can be staffed when employees take the time off. [19:32] - Melissa shares what numbers and trends she looks at every month. [21:50] - How do we make enough money to offer these benefits? [24:18] - It's important for leadership to look outside of themselves and see the bigger picture. [27:33] - Make the message relatable and "absorbable." [29:03] - Make sure you're focusing on the fundamentals - fair pay, health insurance, PTO, and good 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
Transcribe →Networking
Sep 14, 2023Tap to summarizeBeing a practice manager sometimes feels like you're working in a bubble. Your role is unique to each practice and while other team members have colleagues in the same role to talk to, you as the manager are the only one at your practice. And once you are managing, it seems like you need to have all the answers. So, having a solid network of people in your corner can be a real lifesaver. Someone you can turn to for advice or just a listening ear. Maria Pirita is excellent at networking and she joins us today to talk about how to create this support group for yourself. Maria is a Certified Veterinary Practice Manager, was in the field as a Hospital Administrator in Chicago, and is currently the Business Development Coordinator for the Uncharted Veterinary Conference. Don't make it hard on yourself when we are all in this together. Show Notes: [2:13] - Both Maria and Debbie fell victim to working in a bubble without the support of others. [3:32] - The job of the practice manager is unique and can feel isolating. [4:47] - Fear of competition and fear of rejection are real concerns as well. [7:34] - It can be scary to put yourself out there, but networking can be a total game changer. [9:15] - One benefit of networking and connecting with other managers is the validation you don't receive in your practice. [11:47] - Sharing advice is also a part of this support group concept. [14:49] - Even virtual networking is valuable. [16:38] - Public forums or public online groups can leave negative comments unanswered. Because there are so many people in these groups, there is a lot to sift through. [18:32] - There are groups for every type of team member. Look for yours. [19:44] - Both private and public groups provide a lot of value in networking. [22:01] - Be open to meeting people. [23:40] - Pinpoint what your needs are at the moment and make time for networking. [25:51] - Reach out before conferences to meet people you've connected with virtually in person. [27:07] - There are several ways to justify conference expenses. [29:03] - You might not need the support now, but you will throughout different phases of your career. 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
Transcribe →Client Service Matters
Aug 18, 2023Tap to summarizeWe all have that one team member that all the clients love. It seems to be their personality to simply get along with everyone and try to solve their problems. But are those qualities trainable? Kim Delaney says a lot of them are and she joins us today to talk about just that. Kim has been in the industry since she was a teenager, beginning as a kennel attendant and working into other various roles before her current role as the practice manager. In our conversation today, she shares her experience during the Covid-19 pandemic and the challenges that the practice experienced post-Covid. Ultimately, we know that the staff needs attention, but without clients, we don't need staff members. We can't have one without the other and while the "customer is always right" mentality might not be as true as we once believed, we know that building relationships with clients is the key to ensure their satisfaction in the level of care we provide. Show Notes: [2:56] - Kim manages a family practice that has seen a lot of changes and challenges in the last three years. [3:45] - One thing she is seeing is the influx of first time pet owners. [4:58] - Post-curbside, a challenge they saw immediately was the lack of experience in face-to-face service from newer team members. [6:38] - Put yourself in the client's shoes to understand where they are coming from. [7:40] - Kim shares an experience with discovering why a client was behaving the way she was. [9:42] - It's not about us and it's not even about the client. It's about the pet. [11:43] - Open discussion is important at the practice. [12:51] - Use the personal experiences of others and how other people have handled situations to help prepare for future conversations. [14:29] - There's a lot to juggle when you wear a lot of hats. [16:41] - Client service goes throughout the entire practice. [18:26] - Someone spreading negativity about clients can bring the whole team down. [20:23] - Difficult conversations sometime need to happen. How do you have these conversations? [22:13] - Challenging clients will come in, but we have to remember that we are here for the pet. [24:05] - Remember how you would feel if this was yourself. [26:28] - Cross communication can support client service. 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
Transcribe →Providing Effective Feedback
Aug 2, 2023Tap to summarizeNot everyone is naturally comfortable giving honest feedback. But it is important to remember that everyone deserves to receive it, even if it isn't all positive. This is a hot topic in management right now and while the new workforce says they want feedback, what happens when it's about things that aren't going well? Today's guest is Heidi Rizkalla, a CVPM in Pennsylvania. Heidi comes to us from Johnstown Veterinary Associates in Pennsylvania with a background in education and as the director of a non-profit. Now in the veterinary industry since 2013, Heidi has the experience in giving quality feedback by staying fair, firm, and friendly. Show Notes: [2:16] - Management is a social act. Managers constantly give feedback. [3:13] - It shouldn't be a surprise to anyone that they may sometimes get negative feedback. [6:22] - Have a conversation about expectations and evaluations right when someone is hired. [8:14] - Transparency is key. Ask questions and give honest answers. [10:20] - Be consistent with rules and feedback. [11:50] - People like rules and structure. [13:03] - Tone is a big factor in how feedback is received. [14:37] - Make sure feedback is direct and professional. [16:29] - Don't be stingy with praise. [17:29] - Stick to being fair, firm, and friendly. 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
Transcribe →Micromanaging
Jul 18, 2023Tap to summarizeThere have been times in all of our careers where we may have felt micromanaged. It is a word that is thrown around a lot, especially when team members are asked to complete a task a certain way. But there is a difference between micromanaging and prudent oversight and through setting expectations and boundaries, we can more effectively manage a practice where everyone is on the same page. Today's guest is Michelle Winter. Michelle's professional experience includes years of multiple site practice management, consulting, and speaking nationwide. Most notably, she is known for creating and managing the Patterson Veterinary University educational programs where she influenced the professional development of tens of thousands of veterinary professionals and paraprofessionals hungry for education. Now the Director of Education and Training at Encore Vet Group, Michelle develops educational opportunities, both in-person and online, for partnering hospital team members. Professional development is the cornerstone to positive culture, and Michelle's focus is to provide opportunities to strengthen people, teams, and practices. Show Notes: [3:09] - Micromanaging feels like hovering. [4:03] - Performance shouldn't be micromanaged, but behaviors need to align with the practice values. [6:10] - When the stakes are high, people should be prepared for a little more oversight. [7:54] - We tend to know when we lean towards micromanaging and have trouble letting go of control. [10:11] - Set the expectation that team members may feel micromanaged at certain times and for certain tasks. [12:36] - The responsibility to communicate is placed on the potential micromanager. [14:56] - Start with a conversation that sets the expectation of checking in on tasks. [17:20] - Michelle gives some examples of things to say to form trust and loosen the reins. [19:11] - Some tasks don't need much guidance, but others need quite a bit. [22:11] - It is frustrating to be questioned about things we feel competent doing. [23:07] - As managers, we have to become comfortable giving away the ability to make decisions. Empowerment is necessary. [24:37] - Delegation can be hard. 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
Transcribe →Improving Staff Retention with Stay Interviews
Jul 3, 2023Tap to summarizeIt's not news that keeping good employees takes focus and often managers are blindsided when a seemingly quiet and content employee leaves stating that they just can't take it anymore. How did we miss the signs? How could we prevent that from happening over and over again? Today's guest is Kim Hettinga who is a practice manager in the industry for over 25 years currently in the Seattle area. Kim implements quarterly stay interviews that have changed the way the practice runs. They not only provide necessary feedback to leadership but they develop a culture of trust and honesty throughout the entire practice. In our conversation today, Kim shares the ins and outs of implementing stay interviews and how they have impacted the practice in the best way possible. Exit interviews gather information after they leave, but how honest will that feedback be? Show Notes: [1:53] - Kim was fortunate enough to work for a practice that focused on staff retention. [2:56] - Stay interviews help with getting in front of losing employees. [3:52] - We miss an opportunity without a process like stay interviews. [4:42] - Every team member needs to feel valued and stay interviews take maybe 15 minutes. Kim recommends them quarterly. [6:04] - The key to this is to not use the time as a problem solving session. Kim shares the five questions she uses every time. [7:26] - Kim has always been fortunate to get honest feedback. [8:54] - Employees need to feel safe in sharing their honest thoughts to each question. [9:40] - Sometimes the thing an employee needs to keep them on board is something simple. [11:10] - What happens when there is an employee that is really angry and finds their voice during a stay interview? [12:16] - Give disgruntled team members a realistic time frame in which some of their issues can be addressed. Acknowledge their frustration. [13:54] - Kim does stay interviews with every single person in the practice. [15:04] - There are some people who will not be optimistic about their experience due to past experiences with leadership follow through. [17:18] - Over time, Kim narrowed down the type of questions that resonated with the team and met their needs. [18:12] - Stay interviews are opportunities for connection. To get started, just jump in and do it. We have to invest in our team. 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
Transcribe →Teambuilding
Jun 16, 2023Tap to summarizeLove them or hate them, team building activities and events are really important. The key to having these be successful is to build a team through fun. Building a team that hangs tight after spending their day under pressure is hard but focusing on having fun can make a huge difference. Today's guest is Jill Brecklin who has been bringing fresh ideas to the table in a hectic veterinary practice in Illinois. She has over 20 years experience in the industry, beginning her career as a CVT and now as a practice manager. She has proven that building a solid team is not only important, but it is completely doable and a lot of fun. Listen to Jill's ideas that have kept her teams strong and working together under pressure. Her ideas include everything ranging from valentines to ax throwing. Let her be the creative one and gather your ideas for some extra fun and impactful team building events for your practice. Show Notes: [2:27] - Sometimes we're just trying to get through the day. But Jill shares her reasons behind her drive to make things more fun. [3:56] - One of the team building activities Jill brought to the team was their own version of the Olympics. [5:32] - The measure of success is when team members ask to do something again. Jill's fresh ideas have had a great response. [7:06] - The team building initiative has even become a family affair for Jill with her kids and husband helping out. [7:56] - Jill shares an example of an event that did not go well. [9:49] - For those who don't like to participate, they are encouraged to come watch and be together. [12:03] - Jill mixes the ideas up and tries to do a variety of different things. The variety helps include everyone. [15:17] - The team comes together to also offer ideas. [17:35] - The biggest struggle for Jill is location. [19:55] - The use of a suggestion box has been really handy. Ask your team to help keep things fresh. 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
Transcribe →