HEB Part 2: Selecting, Cultivating, and Maintaining Leaders
Release Date: 08/26/2024
DVM Off Script: Dr. Jack Murray
Choose People Love Pets
In this episode of Choose People Love Pets, host Brianna Armstrong interviews Dr. Jack Murray, a recent veterinary graduate who has successfully navigated a non-traditional career path. Dr. Murray shares his journey of paying off student loans in just 10 months, launching a luxury dog crate company, and providing in-home euthanasia services. The conversation explores themes of entrepreneurship, emotional resilience in veterinary practice, and the importance of supportive relationships. Dr. Murray emphasizes the need for veterinarians to challenge traditional career paths and pursue what truly...
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“Is It a Real Problem?”: How to Spot When a Behavior Needs Addressing
Choose People Love Pets
In this episode of Choose People Love Pets, Brianna Armstrong, DVM, and Phoebe Valdez, hospital manager and mom, unpack the tricky—but vital—question: How do you know when a team member’s behavior needs to be addressed? They explore: The difference between a bad day and a behavior pattern The importance of early conversations and how to avoid big issues later How to spot red flags like impact on clients, team morale, and culture What to do when multiple people are reporting a concern The value of feedback that leads with care, curiosity, and clarity You’ll hear practical...
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DVM Off Script: Dr. Jill Clark
Choose People Love Pets
Dr. Jill Clark is on a mission — not to maintain the status quo, but to revolutionize veterinary medicine. In this episode, she shares her winding path from the film industry to founding Ignite, why she’s fiercely dedicated to elevating veterinary receptionists, and how she’s learned to lead with honesty, integrity, and courage. We talk about: The “frozen chicken” moment that launched her vet med career Why CSRs deserve education, recognition, and investment How to fire with compassion — and why it matters Creating cultures where people stay, grow, and thrive The power of...
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We Listen, We Judge, We Show Compassion
Choose People Love Pets
In this episode of Choose People Love Pets, Brianna and Phoebe dive into the complexities of judgment, compassion, and client interactions in veterinary medicine. Sparked by a team conversation about hospital values, they explore how judgment is natural—but how we act on those judgments is where our culture is defined. They unpack: Why “not judging” isn’t realistic—and why that’s okay How giving the benefit of the doubt can embody compassion The difference between emotional intelligence and poor behavior (hint: boundaries still matter!) Practical examples of how values...
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DVM Off Script: Dr. Cindy Trice
Choose People Love Pets
In this inspiring episode, Dr. Cindy Trice joins us to talk about carving your own path in veterinary medicine—and life. From working in film production to becoming a nationally recognized relief veterinarian, Cindy shares how following her instincts (and curiosity) led her to build Relief Rover, co-found Kick It Pajamas, and advocate for mental health and belonging in the profession. Cindy’s story is one of creativity, compassion, and courage. She opens up about her recovery after a traumatic car accident, her cancer diagnosis, and how her personal experiences shaped her approach to...
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Train Your Clients: Boundaries, Burnout, and the Culture You Build
Choose People Love Pets
Episode Summary: Nobody teaches you this in vet school — how to train clients. In this episode, Dr. Armstrong and Phoebe dive deep into the unseen impact clients have on hospital culture, team wellbeing, and long-term sustainability. Together, they break down how to set — and stick to — boundaries that shape the clientele you want, reduce burnout, and foster a consistent, supportive environment for your team. From not giving out your personal number, to handling unrealistic expectations around call-backs and fear-free care, they share real examples and actionable strategies for both...
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Finessing Feedback: Training Your Team to hold each other accountable
Choose People Love Pets
Your team is getting more comfortable giving feedback—awesome. But now comes the next level: finessing those conversations. In this episode, we dig into how to train your team to give feedback that’s not just honest, but helpful. We break it down into three essential questions: Have you done your homework? Is it an individual issue or a systemic one? Are you being intentional with how you deliver the message? And at the heart of it all? Curiosity. Approaching conversations with curiosity instead of assumptions is what keeps feedback constructive—and keeps your culture thriving....
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Simplifying Financial Conversations with Pet Parents
Choose People Love Pets
Financial conversations in the exam room can be tough — but they don’t have to be. In this episode, we talk about how to simplify these moments by leading with medicine, not assumptions. We break down how to confidently recommend the gold standard, clearly explain the "why" behind your plan, and save the cost conversation for the right time. When budgets come into play, we share tips on how to prioritize care with respect and empathy — including how and when to use low-cost partners. And most importantly, we remind you to stand tall in the value your hospital provides. You’re worth it....
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How Cross Training Impacts Culture & Revenue
Choose People Love Pets
In this episode of Choose People Love Pets, we explore the benefits of cross-training your veterinary team and how it can transform both hospital culture and revenue. When team members understand multiple roles, they not only improve workflow efficiency but also build stronger collaboration and reduce burnout. We discuss how cross-training fosters a culture of trust, adaptability, and shared responsibility—while also increasing revenue by minimizing bottlenecks and improving client service. Learn practical strategies to implement cross-training without overwhelming your team and start...
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How Client Service Coordinators Make or Break Your Business
Choose People Love Pets
In this episode of Choose People Love Pets, we uncover the critical role Client Service Coordinators (CSCs) play in the success of a veterinary hospital. From setting the tone of client interactions to managing the daily flow of appointments, CSCs are the frontline of patient care and team efficiency. We discuss how a great CSC can elevate the client experience, boost retention, and create a positive work environment—while a poor fit can lead to frustration, lost revenue, and team burnout. Tune in to learn how to hire, train, and empower CSCs who truly make a difference! Shout out to...
info_outlineThis episode explores the unique challenges of selecting, training, and motivating leaders. It emphasizes the importance of choosing leaders who align with an organization's culture and values, noting that young leaders prioritize purpose, flexibility, and personal growth over traditional incentives. The episode highlights the need for personalized training and continuous feedback to engage these young leaders effectively.
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