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 strategies, personal experiences, and a “leadership insider challenge” at the end to help you take action in your hospital this week.

🔍 Key Takeaways:

• One time = mistake. Two times = message. Three times = pattern.

• Check your gut—if it’s keeping you up at night, it’s time to talk.

• Feedback should never be shameful; it should be intentional, compassionate, and values-based.

• Addressing small things early builds trust and prevents burnout.

💡 Leadership Challenge:
What’s something you’ve been tolerating that needs a conversation? Go have it.

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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 magical moments in client experience

This episode is packed with wisdom for anyone who cares about leadership, culture, and doing vet med better.

Chapters

00:00 Introduction and Personal Connections
03:05 Mission and Revolution in Veterinary Medicine
05:59 Elevating Veterinary Receptionists
09:02 The Importance of Education in Veterinary Practices
12:01 Career Path and Transition to Veterinary Medicine
21:05 Lessons from the Film Industry
28:02 Leadership and Accountability in Veterinary Medicine
35:11 The Importance of Honest Conversations
39:25 Building a Strong Team Culture
41:27 Hiring for Cultural Fit
46:11 Interviewing Strategies for Success
49:52 Creating Exceptional Client Experiences
01:04:54 The Journey of Building Ignite
01:15:46 Expanding Horizons: Innovative Learning Solutions
01:21:40 Setting Boundaries: Preventing Burnout in Veterinary Practice
01:26:18 Cultivating Culture: The Importance of Hiring
01:30:15 Navigating Leadership: The Art of Firing
01:36:02 Core Values: Building a Strong Team Culture

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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 translate to day-to-day team behaviors

From “compassionate no’s” to redefining what it means to show up for clients and coworkers, this episode is an honest look at what it takes to build a culture rooted in understanding—not perfection

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