Difficult employee conversations are unavoidable, but avoiding them can cost your practice far more in the long run.

In this episode of FlightPlan: Quick Consults, Conversations That Count: Leading Through the Hard Talks, our panel explores the employee conversations leaders tend to avoid and how to handle them with clarity and intention. Topics include addressing toxic behavior even when an employee is highly skilled, aligning owners and practice managers around roles and expectations, and preparing for hard conversations that may take more than one discussion.

The episode closes with a focus on creating healthy feedback loops through curiosity, accountability, modeling expected behaviors, and giving grace.

Joining Brenda for this quick consult:

• Carol Hurst, LVT CVPM, CVJ, CCFP, Consultant, Encore Veterinary Consulting
• Brandon Hess, CVPM, CCFP, SHRM-CP, Veterinary Consultant & Practice Owner
• Josh Vaisman, MAPPCP, CCFP, Founder and Lead Positive Change Agent, Flourish Veterinary Consulting

Resources mentioned:

• Leadership Training Program with Encore Veterinary Consulting - https://encorevet.com/leadership-training/
• The Guide to Becoming a Leader in a Veterinary Hospital - https://www.thenestlearning.com/products/Guide-to-becoming-a-leader-in-a-veterinary-hospital.aspx

Thanks for listening!

Website: https://encorevet.com/

Facebook: https://www.facebook.com/encoreveterinaryconsulting

Instagram: @encorevetconsulting

Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

In Episode 5 of FlightPlan: Quick Consults, our panel digs into how practice leaders can tell when phone systems are truly falling short versus when it’s just a gut feeling. From call data, staffing patterns, and abandoned calls to client feedback and team stress signals, we explore the real indicators that phones may be working against you.

The conversation also covers how to create better phone experiences through hospitality-focused training, confident (not robotic) scripting, tone and intonation, and giving CSRs the knowledge and freedom to communicate in their own voice. Plus, we discuss virtual CSR options as a way to support understaffed front desks.

If you’re questioning whether your phones are helping or hurting your practice, this episode offers practical insights to help you turn every call into an opportunity.

Panelists:

• Brenda Tassava Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary Consulting
• Debbie Boone, CVPM, co-founder of NAAVR, Consultant at Debbie Boone Consulting
• Amanda Edwards, Practice Manager at Animal Care of Greenville
• Carol Hurst, LVT, CVPM, CVJ, CCFP, Consultant at Encore Veterinary Consulting

Resources mentioned:

• North American Association of Veterinary Receptionists - https://naavr.org/
• In-person CSR Bootcamps led by Carol Hurst - https://www.thenestlearning.com
• Encore Veterinary Consulting's Telephone Learning Center (TLC) Program - https://encorevet.com/client-experience/

Thanks for listening!

Website: https://encorevet.com/

Facebook: https://www.facebook.com/encoreveterinaryconsulting

Instagram: @encorevetconsulting

Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

Great client care starts with great communication. In this episode of FlightPlan: Quick Consults, our panel explores how veterinary teams can build trust while clearly communicating value.

Topics include creating buy-in around forward booking, positioning it as a standard of care, and using subtle communication strategies to avoid sounding pushy. The discussion also addresses how to respond when clients comment on costs—why validation matters, how clarity around services helps, and how training through role-play can prepare teams for real-life conversations.

This episode offers thoughtful, actionable guidance for leaders looking to elevate both client experience and team confidence.

Panelists for this episode:

• Brenda Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary Consulting
• Debbie Hill, CVPM, SPHR, SHRM-SCP, Consultant at Encore Veterinary Consulting
• Tiffany Consalvo, CVPM, CCFP, Director of Leadership & Operations at Encore Vet Group
• Ben Spinks, Co-Owner & Managing Director at Tipp City Veterinary Hospital

Thanks for listening!

Website: https://encorevet.com/

Facebook: https://www.facebook.com/encoreveterinaryconsulting

Instagram: @encorevetconsulting

Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting