This week on the Uncharted Veterinary Podcast, Andy and Stephanie tackle two topics from the mailbag! We had an email from someone who is wondering about the differences between being a leader and being a manager. They shared with us: “I, myself, do not want to “manage” my fellow employees… I am lucky to work with a proactive group of people with high accountability. My mission as a leader is to inspire and empower. To move everyone in the direction we need to go.” Can you be a leader without being a manager? Can you be a manager without being a leader?
Things to consider:
- A practice manager can be a leader but they are always going to have to be a manager
- You can have team members who lead from within
- Everyone wants to think that everyone they work with is capable of being an adult and doing their job. They aren’t. And sometimes they can’t. This is why we <3 and need managers!
After that, we tackled another question/topic of conversation from the mailbag regarding obsessing over negative client reviews. Andy has long discussed in his lectures about client service the idea that we need to stop worrying about the client who comes in every 3 years for a single rabies vaccine and yells at the front desk and focus our attention and positive energy on Mrs. Smith, the client who brings us pizza on busy weeks and cookies every day for 2 weeks leading up to Christmas! We continue the conversation in that context by discussing client reviews from two sides – how do we stop obsessing about it and how do we actually deal with them in a productive way.
Let's get into this episode!
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