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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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 leadership and entrepreneurship.

This episode is full of powerful reflections for anyone who’s ever wondered: What if the traditional path doesn’t fit?

• The unexpected path from Hollywood to veterinary school

• How relief work became a gateway to freedom and opportunity

• Founding Relief Rover to build community and structure for relief vets

• Why she launched Kick It Pajamas—and how grief inspired it

• Facing life-altering events: car accidents, cancer, and what came next

• The creative edge of veterinary careers

• The importance of support, self-expression, and showing up as yourself

• Relief Rover

• Kick It Pajamas

• https://cervivor.org/

• One website design option mentioned in the episode: squarespace.com

• LinkedIn: Cindy Trice, DVM

Subscribe to DVM Off Script on your favorite podcast platform and leave us a review if this episode resonated with you!

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 doctors and CSRs. Plus, they explore how standardizing boundaries across the doctor team protects your culture and makes your hospital a better place to work — and a better place to be a client.

Topics Covered:

• Why boundaries should be part of orientation (for staff and clients)

• The danger of inconsistency between team members

• What makes an “ideal client” (and how to attract more of them)

• Real conversations that build trust — and when to let a client go

• How boundary-setting reduces burnout and boosts work-life balance

Mentioned in this episode:

• Our upcoming “DVM Off Script” series debuting in two weeks with Dr. Cindy Trice!

Submit experiences you would like us to unpack in our Lead By Example episodes here: choosepeoplelovepets@outlook.com

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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:

1. Have you done your homework?

2. Is it an individual issue or a systemic one?

3. 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. Join us as we discuss recent conversations that have helped us keep our team on track and in a positive mindset when it comes to holding each other accountable.

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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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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 creating a more resilient, high-performing hospital today!

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