VHMA Manager to Manager – Details, episodes & analysis

Welcome to today’s episode of the VHMA Manager to Manager Podcast, where we are diving into leadership tips. Today’s guest, Erika Pease, LVT, CVPM, is the Practice Manager of a small private practice and is passionate about leading her team to success.

In this episode, Erika shares the best leadership lessons she’s learned through trial and error. She’ll discuss the challenges of balancing management with true leadership, and the importance of clear communication and team understanding. Erika highlights the value of recognizing team members’ strengths, placing them in roles where they can excel, and fostering a collaborative culture.

You’ll hear about Erika’s evolving leadership style, including her insights on delegation and the ongoing importance of mentorship and support. Plus, we’ll touch on the significance of self-care and setting boundaries as a leader.

Whether you’re new to leadership or looking to refine your skills, this episode offers practical tips to help make your journey smoother.

[2:06] - Much of the time, the best way to learn has been through trial and error.

[3:31] - There are differences between being a manager and being a leader.

[5:58] - Help team members see their strengths and place them in roles that leverage those strengths.

[8:12] - Erika shares some of the strengths she has noticed in her team and how she uses these strengths to build a successful business.

[9:56] - Great leaders are always available and willing to help and guide their team.

[11:40] - As leaders, we can see the potential of manager and leadership skills in team members. We can give them tools, resources, and support for growth.

[14:37] - Even with her level of experience, Erika still leans on her mentors and resources for support in leadership.

[16:51] - It may look like we have it all together all the time, but it is okay to not know what to do and to reach out for support and collaboration.

[18:37] - Through our career in leadership, our leadership styles may change. Erika admits that her style changed when she realized the importance of delegation.

[21:41] - Making decisions as a team not only helps you as a leader, but also develops a culture of collaboration in the practice.

[23:53] - The team values you and respects you more if you are in the trenches with them.

[26:34] - Change is necessary and we have to be open to that, even if change makes you and your team uncomfortable.

[27:38] - Be an advocate for yourself. Set boundaries and be kind to yourself.

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

• VHMA Web Page

• VHMA Coronavirus Resources

• VHMA Facebook

• VHMA Twitter

• VHMA on Linkedin

Navigating the complexities of the veterinary profession often involves finding a balance between compassion and practicality. Veterinarians and practice managers are known for their kindness, but what happens when saying yes to everyone leads to overcommitment? And, how do you handle the backlash when a necessary "no" is perceived as unhelpful? These challenges are frequently discussed in the VHMA forums, and setting boundaries with clients and employees has become essential.

In today’s episode, we explore the delicate art of saying no—focusing on how to do so effectively and empathetically with clients, and how to guide employees in doing the same. Our guest, Joan McCue, CVPM, brings her experience as a veterinary practice manager in South Carolina to the conversation. Joan shares insights on the difference between a sharp "no" and a more considered decline, and offers strategies for explaining the reasoning behind a no to ease client concerns.

Joan highlights the importance of confidence in delivering a no, and the role of education in helping both clients and staff understand necessary boundaries. Saying no seems final but looking for what we can do is key. Whether it’s having staff serve as boundary-keepers for doctors or knowing when it’s appropriate to "fire" a client, Joan provides valuable advice for maintaining a balanced and respectful practice environment.

[2:43] - There is a difference between a sharp no and a decline to saying yes.

[5:26] - Clients don’t always understand that there are processes and laws in place that require us to say no to some of their requests. Education is key.

[7:09] - Confidence plays a big role in the ability to say no to clients. Joan admits that it has taken a long time for her to build this skill.

[8:56] - In some cases, the staff acts as gate-keeper for the doctors, who are generally not as good at saying no to clients.

[11:59] - Education around this topic is not only important for clients, but for staff and doctors as well.

[13:58] - Joan shares an example of how saying no can cause a hard conversation with a client, but it's important to stay firm to the agreed upon boundaries.

[16:50] - We don’t know what is going on in someone else’s life to cause high emotion.

[18:49] - It is a generally accepted business guideline to under-promise and over-deliver.

[20:06] - There is a fine line between saying no that manages boundaries and apathy.

[24:33] - How can we train staff on when and how to say no to clients?

[27:21] - We need to treat all clients equally, with the same amount of empathy and respect. But there are times when it is appropriate to “fire” a client.

[28:38] - No doesn’t always mean that there’s not a solution or answer to a client’s question. We must train our team to be willing to search for those solutions. 

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

• VHMA Web Page

• VHMA Coronavirus Resources

• VHMA Facebook

• VHMA Twitter

• VHMA on Linkedin

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

• VHMA Web Page

• VHMA Coronavirus Resources

• VHMA Facebook

• VHMA Twitter

• VHMA on Linkedin

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

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

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

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

[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.

• VHMA Web Page

• VHMA Coronavirus Resources

• VHMA Facebook

• VHMA Twitter

• VHMA on Linkedin

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

• VHMA Web Page

• VHMA Coronavirus Resources

• VHMA Facebook

• VHMA Twitter

• VHMA on Linkedin

Welcome to an insightful episode about the power of community involvement in veterinary practices! In today's society that searches for connections, traditional marketing models just don't cut it anymore. People want to engage with businesses that share their values and actively contribute to their communities. That's where participating in local events and community projects comes into play. From supporting local sports teams to getting involved in people-helping-people initiatives, the benefits of community engagement for veterinary practices are vast and tangible.

Join us as we dive into the experiences and insights of Suzy Berry, a practice manager from Central Florida who was recognized as the 2023 Practice Manager of the Year. She shares firsthand experiences of how participating in programs like Skill Bridge, which matches departing active-duty military personnel with training, internship, and career-change opportunities, has not only benefited people in the program but has ignited a new passion in existing team members.

Throughout this episode, Suzy emphasizes the importance of embracing partnerships and building long-lasting relationships within the community. From volunteering at local events to attending career fairs, she describes the opportunities that arise when practices actively engage with their communities. So, whether you're a practice manager looking to inspire your team or a veterinary professional seeking new avenues to grow exposure, this episode offers invaluable insights into the transformative potential of community involvement.

[1:58] - Suzy shares the experience of hiring someone who was active military that opened the door to an opportunity called Skill Bridge.

[4:36] - Training is not typically something team members are excited and eager to do.

[6:25] - Training the Skill Bridge interns has ignited a new passion in existing team members for training as these former military members bring a strong work ethic and excitement for the job..

[9:14] - Skill Bridge isn’t the only community involvement endeavor Suzy’s practice has.

[11:42] - We can do so much more if we embrace partnerships.

[12:53] - It is easy to build long-lasting relationships when the mission is the same.

[15:02] - Suzy explains that in her experience, there haven’t been a lot of problems with getting staff volunteers for community events.

[16:46] - You never know what kind of connections you might find when you participate in community events.

[18:18] - Suzy describes the different events they do every year as well as some of the smaller opportunities that pop up throughout the year.

[20:11] - Another huge event that Suzy’s practice attends is the UF Career Fair.

[21:28] - Community events have outcomes that you don’t always expect.

[23:38] - There are different ways to learn about community events, and Suzy recommends touring shelters and offering your connection.

[24:58] - Poll your staff on where they would like to volunteer. You will gain buy-in and they may know of different opportunities to participate in community events.

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

• VHMA Web Page

• VHMA Coronavirus Resources

• VHMA Facebook

• VHMA Twitter

• VHMA on Linkedin

In this episode, we tackle the critical topic of safety and security, emphasizing the manager’s responsibility in ensuring employee well-being. We can’t prevent every issue, but we can certainly be vigilant in order to minimize the risk. Violence can come from many sources both internally and externally and while crime in the veterinary world has been on the rise, our education and training about security measures hasn’t kept up. 

Our guest, Kim Mackey, CVPM, shares her unique perspective as a parole supervisor for the Pennsylvania Department of Corrections and a part-time receptionist in a veterinary hospital. With her guidance, we explore ways to help employees comprehend the purpose behind safety measures and procedures and promote a proactive approach. Additionally, Kim addresses the fact that we all make mistakes and emphasizes the importance of knowing how to respond after a mistake has been made. 

[2:32] - The most common crimes in the veterinary industry are theft and assault. The increase in assault came after the pandemic.

[3:28] - Another crime on the rise involves computer security like scammers and phishing.

[5:50] - Violent crimes and assault are a problem we aren’t generally prepared for.

[6:58] - Security training isn’t very exciting and employees may not really see the benefit. Kim shares some strategies for making educating the staff fun.

[8:45] - Although dreaded by a lot of staff members, role playing is effective. Practice breeds diligence.

[10:21] - When people are in a threatening situation, stress levels rise and it impacts reactions and critical thinking.

[12:58] - Consistency is key in regards to following safety and security procedures. Reward those who are following procedures and have something in place for repeat offenders.

[14:31] - You have to create the culture in your practice that security is important.

[16:41] - We need to make sure that employees know that their safety is important to us.

[18:19] - Kim explains that veterinary practices and hospitals are easy targets.

[20:17] - Domestic issues also arise and many employees tend to feel uncomfortable bringing these to a manager’s attention.

[24:00] - In these situations, managers might feel like it is tricky to navigate setting policies. But we can’t be afraid to tip the scale if it impacts the safety of the team.

[26:57] - There are resources in your community that could help with training and developing a security minded culture.

[29:34] - You don’t have to spend a lot of time on it, but do need safety and security training and reminders consistently.

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

• VHMA Web Page

• VHMA Coronavirus Resources

• VHMA Facebook

• VHMA Twitter

• VHMA on Linkedin

So many of our goals and policies are set to address some conflict or incident that boils down to a simple miscommunication issue. The diversity of a team means that individuals have different personal histories and trigger points for conflicts and problem solving. Managers are not always trained to work on that kind of communication fix, meaning that managers also get pulled right into the middle of it. So, today we’re talking to Yvette Carnot to work on skills to deal with this common problem.

Yvette has been in the veterinary world for 20 years. Her passion started as a drive to help pets and be their voice while educating clients and the community on pet health. This has since morphed into wanting to help veterinary teams by creating a welcoming and positive work culture.

[2:41] - Yvette describes the chain of communication she has established in her practice. Team members feel comfortable talking to her about issues.

[4:06] - Feelings and emotions sometimes get in the way. Managers need to be calm and not let the team members’ emotions carry over into quick decisions.

[6:18] - Over time and with experience, these types of uncomfortable situations and conversations become easier to manage.

[8:44] - Having an accusatory tone is not helpful when having challenging conversations.

[10:41] - Having a bad day from time to time is normal for all people and does not need to be cause for termination. But are the problems and problem people persistent?

[13:04] - We can show the team how to communicate in a positive environment.

[16:32] - There are tons of team building exercises and resources online that help build a strong team and improve communication skills.

[18:15] - When we share stories about our experiences, it keeps the possibility of mistakes and how to address them front of mind.

[20:44] - Part of the job is clear communication not only with team members, but with clients as well.

[21:52] - When the team has fun learning communication skills, they are more likely to remember.

[24:27] - Yvette shares the experience of having two team members consistently coming to her about each other and what she tried to figure out.

[25:38] - You’re not always going to get along or like everyone you work with, and that’s okay. But remember the “why” behind what you do.

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

• VHMA Web Page

• VHMA Coronavirus Resources

• VHMA Facebook

• VHMA Twitter

• VHMA on Linkedin

In this episode, we explore the often-overlooked goal for reputation management, urging listeners to set specific goals for improving their practice's reputation in the upcoming year. While financial considerations usually dominate goal setting at the start of a new year, there are internal strategies that can maximize the strengths of a practice. Client care and efficiency go a long way in improving how the practice is seen externally. It can be easy for a team to spiral after a negative review which causes us to lose sight of the positive ones. 

Today’s guest is Alex Brannon, a CVPM and Director of Operations at Lafayette Veterinary Hospital in Louisiana. She began her Vet Med career in doggy daycare 15 years ago and developed from there. She has been in her current practice for 10 years and enjoys helping the team grow in their communication styles.

Focusing on our communication allows us to build a strong and positive professional image and reputation in the community.

[2:29] - Alex shares that five years ago, the practice was set on excessive people-pleasing. Now after the pandemic and shifts in the industry, it has changed a bit.

[3:16] - Balance is key. We can’t overpromise and underdeliver.

[4:14] - When it comes to communicating with clients, emotions can be high and tense on both sides of the counter.

[7:17] - Alex explains how they manage complaints and address staff reporting and training.

[8:53] - Transparency, including the negative points, is crucial.

[10:09] - Wait time is important to keep in mind, but it is important to be realistic and communicate openly with clients.

[11:50] - When clients complain or leave negative reviews, we tend to dwell on it for a long time and forget the positives. This is unhealthy for the team.

[14:07] - Role playing and practice conversations are valuable but they need to be realistic about those hard conversations.

[15:35] - Marketing has changed in the last few years. Social media and handling reviews builds reputation in the community.

[18:07] - People in the community will support the business when they see involvement and not just a marketing scheme.

[20:11] - Part of our reputation is being real people and building relationships.

[23:02] - If you are asking your team to be transparent, it has to start at the top.

[28:26] - Things are different since pre-pandemic years. We need to plan for that.

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

• VHMA Web Page

• VHMA Coronavirus Resources

• VHMA Facebook

• VHMA Twitter

• VHMA on Linkedin

In 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.

[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.

• VHMA Web Page

• VHMA Coronavirus Resources

• VHMA Facebook

• VHMA Twitter

• VHMA on Linkedin