I have always drawn my inspiration from the spring sports season. This year is no exception.
As we start April, we are in a very competitive time for any of you sports fans out there. March Madness is just about behind us, and baseball just had its Opening Day. So, as I watch sports, though I am not a betting person, I am fascinated by the numbers in the games. As I write this blog, we have a team with two wins and two losses, thus putting them at a .500 winning percentage (Go Cubs)! Then you think that the baseball season is 160+ games, and the first week of a long season is just beginning.
By now, I know you are wondering where I am going with this…
I guess I am drawing insight from the baseball greats whose advice and techniques have helped guide their way through the most unpredictable games and seasons. It’s a great analogy for my veterinary practice and perhaps yours as well.
So, in the spirit of the baseball season, here is the sage advice I find myself following and sharing with my team (of both heavy hitters and rookies):
Cover all Your Bases
To me, that really means having the doctors in place when and where they are needed. But that is not as easy as it sounds. My new normal is two doctors less than I had last year, and another doctor just returning from medical leave to resume her work part-time. That is three too many empty bases. Fortunately, our team is willing to make “the shift” in schedules and duties to ensure our “bases are covered” so that we can see our patients, though not at our optimum performance level. And remember no player on your team is going to hit everything, a great batting average is only .400!
Prepare for Curveballs
The game of veterinary management is ever-changing. COGS go up, supply chain issues happen, employee expectations change, and clients leave. This is the game we deal with, but we need to do it with adaptability and resilience, not regret. As the famous movie line goes, “There’s no crying in baseball.”
Keep Your Eyes on the ball
With a busy practice, it is easy to get caught up in the day-to-day, but evaluating the big picture how we are pacing for this year’s budget is critical. With my eyes focused on the recent first quarter, things seem to be status quo. We are managing revenues and expenses the best we can, and we have identified ways to increase profits via new vendor selection. So, things look good going into the spring.
We just finished the first quarter, and there are still three quarters to play (oh, wrong sport). So, I am keeping my eyes on our numbers for sure over the next several months.
The Best Offense Is a Strong Defense
I’m not going to lie; the influx of trendy pet hospitals opening up in our area is making the game of veterinary management rather challenging. Clients are taking their pets to check out the new game in town, so we are seeing a reduction in visits. Lofty salaries and compensation packages are luring talented team members over to the opposing team’s bleachers. The competition – a word our industry avoids using – is growing. We are stepping up our game by listening to and supporting our team with the things that are important to them, seeking proactive feedback from our clients, and, of course, identifying strategies to grow revenues and cut expenses without compromising patient care.
Tout the Home Team Advantage
With a home team advantage that spans 75 years, we are committed to tagging out the new players in town in every way we can. We are stepping up our marketing to grow our client base through an upcoming website revamp, and increased social media. We are trying new outreach activities and hoping that there is still some team loyalty out there. (I, for one, am waiting for the Cubs to win the World Series at least one more time in my lifetime).
What’s Your Game Day Strategy?
Each of us has KPI’s that help us see what the numbers are telling us. Each of us has customers and staff that have feedback for us. Through the invaluable education, resources, and networking of VHMA, each of us has access to best practices from other practice managers. So, Coach (or perhaps you consider yourself a General Manager?), what is your strategy this season? I would love to hear more next time we connect.
Until then, enjoy the game!
Sincerely,
Scott Zimmerman, BFA, CVPM
VHMA President
#PracticePulse