Enhancing the Client Experience with Technology

Welcome to today’s episode, where we're diving into one of the trickiest but most essential topics for all practice managers—KPIs and the numbers that drive practice success. Financial goals can be a sensitive subject with the team, leaving managers hesitant to address the topic for fear of being seen as “only caring about money.” However, achieving financial health and efficiency is a team effort and not something managers can do alone. Today, we’ll explore how to make these financial goals meaningful and achievable for every team member with ways to create a sense of shared responsibility. Our guest is Marian Rowland, a seasoned CVPM and regional manager for NVA in South Carolina, who oversees seven veterinary practices. Marian’s journey started at the front desk as a receptionist, to use KPIs to create transparency, engage her teams, and make financial metrics accessible and actionable. From selecting key numbers that matter most to each role to aligning financial goals with patient care, Marian offers practical strategies for turning KPIs into tools for motivation. Join us as we break down numbers that matter and learn how to make KPIs an empowering part of your practice management.   Show Notes: [2:19] - There are some numbers that are more important when communicating KPIs with the team. Some numbers may not prove as important in decision making. [3:59] - When Marian is looking at numbers, there are some that stand out to her as a regional manager. [5:38] - Numbers are also impacted by clientele. Each practice has a unique population of clients and not everything will work the same for each of them. [7:08] - Managers have the responsibility of presenting KPIs to practice owners as well and being able to explain them. [9:33] - Every team member has measurements (numbers) that are drivers for their role. [12:14] - How often should numbers be reviewed and shared out? It depends on the staff member’s role. [14:01] - Marian describes a situation where explaining KPIs helped her gain advocates for her cause. [17:50] - Marian describes some KPIs and goals she uses as a regional manager. [20:05] - There are some goal tracking strategies that are cliche but effective. Visual tools are really helpful. [23:20] - Connecting KPIs and financial goals to patient care is key. [27:09] - Numbers don’t lie, they tell a story. As a practice manager, it’s important for you to know the story.   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  

Conflicts are inevitable in a busy work environment, and misunderstandings or drama can quickly drain energy and impact everyone’s day. However when managers are equipped with strong conflict-resolution skills, they can steer these challenges toward positive solutions, enhancing team cohesion and overall morale. Joining the podcast today is Rebecca May, a Practice Manager from Greensboro, North Carolina. Rebecca started her career at the front desk, trained as a veterinary assistant, and later returned to college to prepare for her management role. She’s passionate about change management and helping team members realize their potential. In her experience, conflicts often arise from mismatched role expectations and around patient care. She’s learned that skills like resiliency, adaptability, and emotional regulation are critical in creating a supportive team environment. Throughout this episode, Rebecca shares her approach to building a culture of open communication, where team members can work through conflicts in healthy ways. From diffusing tension with humor to focusing on proactive training, she provides actionable strategies that can make a difference in any practice. Rebecca believes that conflict resolution, like any other skill, can be learned and developed over time, turning everyday challenges into growth opportunities for the team.   Show Notes: [2:26] - Team conflicts happen the most when there is a mismatch in what members believe expectations to be , including with patient care. [4:08] - Conflict happens everyday. Rebecca shares how conflict resolution became a strength of hers as a manager. [5:31] - Team members come and go a lot more these days than they used to. This means that employees are constantly getting used to new people and their skills. [8:59] - Resiliency and Adaptability training are extremely helpful and important. [9:59] - Emotional regulation is not innate in all employees. Rebecca shares some strategies. [13:46] - It’s important not to project the emotions we are feeling onto others. [15:07] - Interestingly, some well-placed humor can make a huge difference. [16:05] - The person is probably not the problem, but it is human nature to focus on the person. [19:40] - Proactive conflict resolution training is a game-changer. [20:19] - Conflict resolution is a skill that can be learned and practiced, just like any other job skill. [23:06] - We don’t always know what’s going on in someone’s life to cause them to act in a certain way. [24:50] - As a default, most people are conflict avoidant. [26:17] - Rebecca describes meetings on conflict resolution and how team members can come together and agree upon effective solutions.     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  

Welcome to today’s episode, where we are diving into building and maintaining cohesive teams in a busy veterinary practice, especially one with multiple teams and shifts. In some practices, it’s common for staff members to barely see each other, which can make it challenging to stay aligned with practice goals. How can we ensure everyone is on the same page, even when they work at different times? Our guest, Steph Ferkovich a CVT from a 24-hour clinic in Minnesota, joins us to share her experience. With a background in criminal justice and psychology, Steph has a unique approach to team dynamics. Her favorite part of the job is watching staff members thrive in their roles, which is why she’s so passionate about fostering strong communication within her practice. Throughout this episode, Steph will discuss the challenges of managing a clinic where teams work different shifts. She explains how they overcame an “us vs. them” mentality and built a culture of open communication. From handling team conflicts to recognizing when training alone won’t resolve every issue, Steph offers practical strategies for maintaining harmony in the workplace. We’ll also hear about the evolving role of managers in veterinary practices. Steph shares how she’s shifted from being seen as an authority figure to more of a coach for her team and how loosening control can sometimes be the key to success. If you’re ready to learn how to build a more cohesive and communicative team, listen to this conversation with Steph Ferkovich.   Show Notes: [2:51] - Working at a 24-hour clinic is unique with an unusual schedule. The different shifts overlap, but otherwise, the teams don’t see much of each other. [5:07] - One thing that needed to change was the “Us Vs. Them” vocabulary. [7:27] - Team attitudes can be negative, but it's important for them to realize that there are reasons, sometimes personal ones, that a team member works a certain shift. [9:42] - Working with people means that sometimes there will be animosity. Steph explains how to bring two people together for conversations even with resistance. [12:37] - A mediator is highly recommended in conversations that address animosity and conflict. [14:49] - Fortunately, Steph’s team is pretty open with communication after the culture had been developed that it was important. [18:18] - In some cases, training will not change or fix communication between some team members. [20:10] - As a manager, Steph has learned that if something isn’t working, there are other ways to help teams communicate. [21:53] - How do teams see their manager? Steph explains how this has changed over time and how most of the time it is as a coach. [24:38] - Loosening up control can be a challenge for some managers. [26:55] - Change is okay. What was working three years ago might not work anymore.   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  

As practice managers, we know how crucial it is to get our teams on board with compliance goals, ensuring we offer the best patient care possible. Our vendors often provide education and training year after year, and while the content is informative and valuable, many practices still struggle to see real progress. What’s missing? Today’s guest, Lindsay Shelton Webb, believes the key to unlocking that forward movement lies in team engagement. As a practice manager herself, Lindsay is passionate about the professional growth of her staff and finds great fulfillment in helping them succeed during challenging times. In this episode, Lindsay shares how she took a fresh approach to compliance training, using a creative Olympics-themed program to tackle the pain points her team was experiencing. By making the process fun and competitive, she saw increased participation, communication, and enthusiasm from her staff, all while staying focused on the ultimate goal: better patient care. We’ll explore the importance of understanding the “why” behind compliance goals and how making the training engaging can shift the culture within your practice. Lindsay will explain how tracking progress and celebrating small wins can lead to big changes in the long run, and she’ll offer insights on how to handle team members who may be resistant to even the most engaging methods.   Show Notes: [2:15] - This year, Lindsay did themed compliance education around the Olympics. She started by finding the pain points that staff members were experiencing. [4:22] - If we don’t offer what the patients need, we are doing them a disservice. It’s not about “selling” medication or prevention. [5:54] - Lindsay describes how compliance training became extremely engaging and positively competitive among team members. [8:11] - You can track the forward movement and the impact of compliance. [10:28] - Even with the most engaging and fun techniques, there may be some team members that won’t be interested. [13:31] - It’s important for team members and clients to understand the “why” behind the “what.” [16:34] - The Olympics theme was a huge success. Lindsay shares some of her other ideas for themes that she plans to use in the future. [19:41] - A point system forces team members to communicate. [23:07] - It is exciting to learn that team members are excited for the next themed event.     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  

Welcome to today’s episode, where we explore the impact of technology and apps on veterinary practices. While new tools often seem like the perfect solution for modernizing operations, it’s essential to ask whether they truly benefit our clients or are just shiny distractions.   Our guest, Kyle McAllister, a Certified Veterinary Practice Manager from Charleston, South Carolina, has been in the field since 2009 and is known for his willingness to explore new technology. Kyle shares his insights on choosing tech that genuinely improves both client experience and practice efficiency. He emphasizes the importance of thoughtful implementation, measuring success, and communicating with clients to gather valuable feedback.   From automation to two-way texting, Kyle discusses the features he finds most beneficial and offers practical advice on trying and implementing new tools with staff buy-in. If you’re looking to make informed decisions about technology in your practice, this episode is a great place to start.   Show Notes: [2:07] - Technology should have a dual benefit. They should have solutions for both the client and the practice. [3:09] - Automation is something that Kyle looks for in new platforms and apps. [5:28] - When we learn about new technology at conferences and see the demos, we need to ask the questions and think about your demographic. [7:20] - Be open minded, but go with your gut. [8:04] - It is easy to fall behind in this industry when we get too comfortable doing things the same way.  [9:30] - Kyle describes how he presents new technology to the team. Be thoughtful about implementation. [12:14] - The audience for practice apps is growing, but apps are not the solution for every client. [15:20] - Kyle discusses ways to measure the success of apps and new technology implementation. [17:58] -Discuss new implementations with trusted clients to see what they think about a new system or experience. You may be surprised by their feedback. [20:18] - Set expectations before and after a new implementation. Push through the discomfort period of change. [22:56] - There are costs to consider with new technology. If you connect it to payroll, you may find the costs lead to more time and efficiency. [25:09] - For the client experience, Kyle’s favorite technology feature is two way texting. [27:15] - You can try anything for 90 days. If it isn’t working, you can roll it back. Take the time to get staff buy-in before you begin a trial.     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  

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.   Show Notes: [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.   Links and 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. Show Notes: [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.   Links and Resources: VHMA Web Page VHMA Coronavirus Resources VHMA Facebook VHMA Twitter VHMA on Linkedin  

Welcome back to another episode of VHMA Manager 2 Manager podcast. Today we're discussing a crucial topic: onboarding new hires in a way that feels good. We all know how important it is to make new team members feel welcome and part of the team early on. But sometimes, despite all the time and energy spent hiring people, we end up leaving them to sink or swim. It is important to remember that people want to work with people they like and can grow with. That’s why those first few days and weeks in a new hire’s role are so critical to ensuring they want to stay. Joining us today is Addie Blair, a Certified Veterinary Practice Manager (CVPM) and Chief Operating Officer for Veterinary Management, Inc., overseeing eight different practices. Addie’s journey in this industry began back in high school, driven by her passion for helping animals and their owners. Over the years, this passion has evolved into helping others in the industry realize their dreams. Addie is dedicated to fostering growth in others, and she’s here to share her insights on effective onboarding. So, what makes a great onboarding experience? Let's break it down.   Show Notes: [2:32] - When someone new is hired, there are always different dynamics to navigate with existing team members. [3:35] - Being welcoming has to be a part of your culture. [5:50] - The team should be involved in training. It is not a one person job. New hires should be given the opportunity to acclimate into the environment before working with patients. [7:47] - Not everyone is innately friendly. Addie some things we can do to help new hires feel welcome. [10:04] - No matter the level of experience, new hires should have an observation period so they can see how the practice flows. [14:02] - Addie also likes to learn about a new hire’s previous experiences in the industry. Managers must be open to different ways people learn and complete tasks. [17:18] - We need training in different modalities for the different learning styles and personality types. [19:54] - Addie shares some of the signs that indicate a problem with a new hire. [24:15] - There is always going to be someone with a really strong personality in the practice. We need to know how to manage the dynamic. [25:33] - Trainers need forms to fill out daily in the early days to make sure things are going smoothly. Sometimes 30 days before a check-in is too long to wait. Habits have set in.  [26:49] - An “About Me” form is beneficial in pairing team members up with compatible trainers and can help them feel comfortable in their new environment. [28:03] - Being open to hearing what other people have to say is only going to improve the industry. Those new hires may have some good ideas for the team. [29:55] - When it comes to onboarding, it all boils down to how the new team member feels after the first few days. [31:24] - It is okay to over communicate, especially in the beginning. So many things are going on, that just saying something once is not likely to take hold.    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  

Welcome to today's episode, where we delve into an inspiring topic: humanitarian work in the veterinary industry. As professionals dedicated to the well-being of animals, the opportunity to give back by using our time and talents for a greater cause is incredibly rewarding. We looked at local community involvement a few months back and will talk to a colleague who took those talents beyond our borders. Knowing that today’s workers want to work for companies that care about global issues, we will discuss taking our talents outside the local community. Our guest today is Linda Flughaupt, is a CVPM dedicated veterinary professional who had the opportunity to take her skills to Ecuador. Linda’s journey is a testament to the powerful difference that veterinary professionals can make, not only within their local communities but across the globe. With experience in every position in a clinic, Linda brings a unique perspective on how we can harness our expertise to support world issues that matter. In this episode, Linda shares the profound impact of her work in Ecuador. From working closely with a tight-knit team to navigating the nuances of medical care in a country with fewer resources, she provides valuable insights into the realities and rewards of international veterinary humanitarian efforts. Linda also reflects on how this experience has deepened her appreciation for the quality of pet care in the United States and inspired her to continue her humanitarian work. We will also discuss the broader benefits of such initiatives. When veterinary teams engage in humanitarian efforts, it not only supports communities in need but also fosters a sense of fulfillment and positivity among employees. Encouraging team members to participate in giving back can cultivate a contagious energy of positivity and purpose, enhancing overall job satisfaction and team cohesion. Travel abroad may not be feasible for every team but supply collection efforts for those projects can be done by any practice. The feeling of helping globally remains.  So, whether you’re considering your first volunteer trip or looking for new ways to engage your team in meaningful causes, this episode is sure to provide valuable insights and motivation.   Show Notes: [2:14] - Linda describes her work in Ecuador and why she was passionate about going. [3:29] - Through her work in Ecuador, Linda worked in recovery to help with hundreds o of spays and neuters. [6:04] - Medical care in other countries looks different, especially in countries with fewer resources. [7:30] - Something else to consider are diseases that exist in other countries that pets in the United States don’t experience. There is a lot of thinking on your feet. [10:03] - Linda describes what it was like to work in a different way than she was used to and the importance of working as a tightly knit team. [13:28] - Not only was it a great experience helping others and giving back, Linda also realized how good the medical care for pets is in the United States. [15:11] - This trip was a sponsored trip, but Linda is willing to pay for another trip out of her own pocket to experience it and help again. [17:43] - Time is a huge resource, but even if you do something to give back every other year, it is worth it. [19:11] - Positivity is a contagious energy. [22:10] - Linda shares some of the differences in the care they provided in Ecuador to ensure all the pets were spayed and neutered safely. [24:55] - Sometimes we underestimate how impactful a little help can be. [26:55] - If you are ever presented with the opportunity to give back and you’re able, take advantage of it and do it. You will not regret it.   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  

Have you ever wondered how technology and artificial intelligence could improve efficiency in your practice? In recent years, our post-pandemic workplaces have focused heavily on efficiency. Embracing new technology can maximize this efficiency, but can it raise many questions. What tools should we choose? What’s right for our practice? Who will champion the new tool? We'll discuss all of this and more with my guest, Carol Hurst, LVT, CVPM, CVJ, CCFP. Carol is the Education and Training Leader for Encore Vet Group. She’s proud of her LVT roots and understands the dynamics of practice leadership. Before she began teaching, Carol managed a practice for 12 years, and she’s passionate about giving back to the veterinary community. We are fortunate today to have her here to talk about how to use technology to make our lives easier.  We discuss some of the biggest pain points that can be improved through technology, particularly in client services. We also explore which services need to be provided in person and which can be automated, such as appointment scheduling. Additionally, we dive into Chat GPT and how it can enhance our daily routines by acting as a personal assistant. It's time to ditch the overwhelm, use technology for efficiency, and give clients what they want. Show Notes: [02:41] -  Some of the problems we can address include being staffing shortages, overwhelming case load, and just being too busy. Improving client service can alleviate a huge pain point.  [05:42] -  Bridging the gap between technology and client services.  [07:01] -  So many practices are inundated with calls that phone trees could be a helpful solution. [08:30] -  Scheduling online is also easier for the clients. [12:11] -  It's a manager's role and obligation to take the time to answer questions and formulate a plan for introducing new tools. [13:45] -  We need one person to be the champion for each new tool. We also need to talk about the anticipated bumps and create plans and SOPs so everyone is on the same page.  [15:32] -  Chat GPT is such a powerhouse. It can help with marketing and help spotlight your brand. Having a tool that will help with ideas is so useful for managers.  [18:32] -  HR, training, scripts, and client education are also great Chat GPT uses. Carol shares a prompt that she directed and the output she received.  [20:23] -  Revisiting scripts using modern technology and Chat GPT. [22:18] -  We talk about apps that help with writing and virtual scribes.  [23:29] -  The well-chosen tool is the answer.  [24:01] -  Overcoming pushback when new tools are introduced. Make sure you set everyone up for success. Be honest if something doesn't work. [26:06] -  Evaluating and choosing the right ideas.  [27:03] -  Focus on what your practice really needs, what you're trying to solve, and if it will generate revenue. [29:17] -  How to analyze a piece of equipment. Give yourself time and do your research.  [30:11] -  Be an active participant in the conversations around all of these new technologies. Pay attention.    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 Encore Vet Group