As we merge into the summer season, I often notice an uptick in my workload—which, in many ways, is a good thing. But sometimes I have to wonder: is the road getting busier, or am I just jumping into every lane to keep the team moving forward? Regardless, I make great efforts to stay true to my "rules of the road." Let me share a few:
Prepare for Complications During the Ride
This year feels like a winding stretch of road with new terrain. We're preparing for our AAHA accreditation visit, and just for fun, we've decided to switch over our practice management software at the same time. Everyone in the practice loves working with new software (NOT)!
My friends tease that I'm happy when my schedule resembles rush hour traffic—busy, unpredictable, and overflowing at times. I would say they are correct, and as you know from my "even keel" blog, I prepare for the unexpected and try to empower my team to do so as well.
Stay Focused on The Course, Even When Others Might Not
In projects, someone has to maintain the lead. As managers, that is our role, but not always solo. We all recognize those team members who accelerate along with us, staying in their lane and helping us reach our shared destination. Then, there are others who seem to drive against the flow—whether from fear of change, a need for control, or simply because they prefer to take their own path. While it's okay to slow down and question the map now and then, it's another thing entirely to detour everyone off course.
Navigating these moments is part of the balancing act for any manager. Sometimes, you have to let things play out a bit—see if people will work along with you or insist on going off-road. It's all about gaining buy-in, and the best way to get it is with one simple word: Communicate!
Clear Communication is Critical
Honest, proactive, and ongoing communication from the practice manager is the fuel that keeps the whole team moving in the right direction. If no one knows where we are headed, someone's bound to miss the exit—and they might just be bringing half the team with them.
This was the situation recently when I had to deal with an underperforming kennel staff member. It was becoming an issue for the whole team, and as the manager, it fell to me to hear them out and come up with a plan to help the team move forward. Part of that plan was having my other leads hold their tongues on the situation while simultaneously cross-training team members in the kennels to help cover the vacancy. That way, we were covered for the upcoming weekend, and on the tech schedule, coverage was in place for the upcoming month.
The plan worked out because I included my key team members in the problem-solving discussion and had all the pieces in place. The team is much happier, and they gained trust in management that we would look out for everyone's best interest.
I make it my business to explain the rationale for our actions, how they benefit the practice, and the process we will follow. I explain protocols and policies so people understand their reasons. I continue to update my team on every phase of the project.
Keep Your Team on the Route
If it isn't apparent by now, I've been thinking a lot about group bike rides lately. Many are “no-drop rides, meaning no one gets left behind. A designated sweeper—someone reliable, compassionate, and aware—always ensures everyone finishes the ride. We need people like that on our teams, too. People who look out for those falling behind and make sure we all arrive together, safe and supported.
Hey, Ride Leaders (That's you!) …Share Your Suggestions
I intend to revisit my “bike path” metaphor, so prepare for it! I will have plenty to share because this summer, my practice will be busy with AAHA accreditation, a new software build-out, a lighting project to LED bulbs, and preparations for VHMA's Annual meeting and conference and the activities I mentioned earlier.
What's on your route this summer? How do you intend to bring your team along for the ride? I would love to hear your ideas and share them in my next blog! I believe that as colleagues and fellow VHMA members, we can all guide each other along this crazy road that we call veterinary hospital management.
Your Buddy,
Scott Zimmerman, BFA, CVPM
VHMA President
#PracticePulse