TylerG

Veterinary practice owners don't always notice the amazing things they do every single day. Sometimes, they have to be reminded to hold up their trophies – even with the small wins. Recently in the Uncharted Community, one practice owner had a BIG win that she shared with us.

A Big Win for a Veterinary Practice Owner

“I'm going to hold the trophy here for a second…

Last week, one of our Client Service Representatives told my Practice Manager/Co-Owner that she was offered a position with another company that she couldn't refuse. She told us that she wasn't looking for other jobs, that this just fell into her lap, and because it would be a significant raise and she would be able to work from home, she really felt it was an opportunity she couldn't turn down.

I was devastated. This person has been a great addition to our team, she believes in our values and wants so well to do a great job for us. However, she is also a bit overqualified for her CSR role, so I tried to remind myself of that when I wanted to curl up and cry.

Fast forward to 24 hours later. She came back and told us that she rescinded her acceptance for the other position and she wanted to continue working for us if we would allow her.

What happened in those 24 hours???

Her grandmother, someone who was a large part of her life and her kids' lives died unexpectedly.

And in those 24 hours, we offered her something that was irreplaceable and worth more than any amount of money (her words)… we did this by giving her time to cry in the morning, by me sitting next to her on the couch in the break room and giving her a hug, and by our practice manager acknowledging what a big decision this was and encouraged her not to rush it. Also by reminding her that being with her family during the time was much more important than anything we had going on at work.

“There Are Days When You Want to Quit… Stick to It.”

THIS is what keeps me going.

It's what I need to hold on to, to write down so I remember.

This is what I need to share with you – because there are days when you want to quit and it doesn't seem worth it, but if you stick to it, if you lead with your heart, it will be worth it. I am so thankful I have all of you to keep me moving in the right direction. Also that I didn't have to have that initial conversation with her and that my practice manager/co-owner could give their time and real attention to her when she needed it. Lastly, I want to encourage you guys to realize when you have a moment to ‘hold your trophy'. ”

Hold Your Trophies and Get Support in Uncharted

Practice Owners, join the Uncharted Community where you will find the support you need and reminders to hold those trophies up high. You can also kickstart your Uncharted journey by joining us at the upcoming Practice Leaders Summit! Looking to build up a clinic culture? The Uncharted Culture Conference is also a great way to get started, and this year's theme is all about accountability – so gear up for making connections that keep you accountable!

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The Culture Conference returns this October! After the first Culture Conference in 2021, we asked our attendees to share what they value most about their clinic's cultures. Here are some of the things they said!

1. Common Threads

“We are all crazy cat people! I'm finally not the lone crazy cat person. I don't even feel like I go to work anymore. I got to my second home to hang out with all the cats who don't live at my first home.”

“An appreciation for dad jokes runs strong in our clinic, and we love to laugh.”

“Community is one of our core values. My team has supported a local women's shelter with clothing, toy, school supplies and diaper drives throughout the year.”

2. The Team Values Each Other As Individuals

“Our team has seen some stuff. Over the past two years, we have transformed from a toxic culture where nobody trusted anyone else, to a culture where everyone is empowered to use their skills, their kindness, and their positivity every day.“

“I love to give and I am terrible at receiving gifts or compliments. I did not know last week was boss's day as it is not a holiday I celebrate, however, my team got together and one by one they handed me a single rose with a single compliment. It brought me to tears and I don't cry. This is who my team is and we are ok with being vulnerable! When an individual is having a bad day they get together to make a TikTok spreading love and joy and showing pure empathy for others. They are amazing and it starts from the top (Practice Owner) and goes all the way down because we all are important.“

3. Accountability Is Encouraged

“Our Cultural Bill of Rights was established by the team and we use it basically daily when hiring, discussing feedback, HR scenarios, etc. It creates a shared set of words and terms that we all agree on to help navigate if someone isn't living up to the set standards. We use it in all interviews so everyone knows about them when they start.”

“We achieve together and we fail together. When there is feedback or coaching to be given, we ask “What did WE miss that led to this moment? What will WE do to move forward? How can I give you what you need now and in the future?”

What do you love about your clinic culture? Share with us on social media!

Join us at the upcoming Uncharted Culture Conference virtually on October 11! Uncharted Membership is not required!