Takeaways

Humor is a whole brain process that can influence health.
The gap between expectations and reality can lead to stress.
Humor can help wring out emotional saturation.
Practicing humor can improve resilience and empathy.
Creating a humor-friendly environment enhances well-being.
Humor is not just about laughter; it's about connection.
We often underestimate the power of our thoughts.
Intentionality in humor can lead to positive outcomes.
Stacking the deck with humor increases its presence in life.
Self-care is essential for helping others effectively.

Chapters

00:00 Introduction to Humor and the Brain
02:56 Understanding Neurohumor
05:54 The Power of Humor in Healthcare
08:40 Compassion Fatigue and Resilience
11:54 Closing the Gap: Expectations vs. Reality
14:45 Tools for Managing Stress with Humor
17:40 The Importance of Reframing
20:44 Building Relationships through Humor
23:47 Using Humor in Difficult Situations
26:28 The Healing Power of Humor
28:46 Stacking the Deck for Joy
32:19 Neuroplasticity and Humor's Impact
34:25 Building Connections Through Laughter
39:19 Practical Steps to Cultivate Humor
44:24 Empowerment Through Positive Thinking

humor, neurohumor, resilience, veterinary, well-being, stress reduction, communication, compassion fatigue, mental health, humor in healthcare

The conversation shifts to Teem, a service that provides virtual veterinary assistants to help private practices with administrative tasks. Kelly explains how these assistants, who are college graduates from US colleges in South America, can handle a variety of duties, from medical record scribing and appointment setting to managing medication refills and social media. This frees up on-site staff, like technicians and veterinarians, to focus on patient care and improves their work-life balance. Kelly emphasizes that Team's goal is not to replace in-person staff but to serve as a tool that enhances a practice's efficiency and helps everyone thrive. They conclude by highlighting the importance of private practices and the role of services like Team in helping them succeed.

Discover how Stephen's background as a world-champion bicycle racer and his belief in community shape his business philosophy. Learn why a "James Herriot experience"—building strong, personal relationships with clients and your team—is the key to success for private practices. Stephen explains how Vetbadger's integrated system, with features like internal team chat, telemedicine, and a centralized hub for all communication, simplifies workflows and strengthens bonds between a clinic and its clients.

Find out how Vetbadger is creating the technology that supports independent business and helps private practices thrive.

Rhys says it plain: people aren’t quitting the job—they’re quitting you. And that leadership gap is the real crisis.

You’ll hear stories about family life (soccer vs. hockey!), what makes Canadian clinics different, and how to create a truly turnkey practice—one that runs without you.

🎧 If you want to stop micromanaging, empower your team, and love your clinic again—press play.

🔗 Connect with Rhys:

LinkedIn: https://www.linkedin.com/in/rhys-giannarelli-4bb025125/

Podcast: thevetedpodcast.com

🎙️ Hosted by Steven Hermann and Kale Flaspohler
Brought to you by ProPartners Team | www.propartnersteam.com

🚴‍♂️ From crashes to comebacks
 🔍 From blame to reflection
 📈 From stuck to strategic growth

🎯 Mindset Challenge included!

👉 Ready to upgrade from "what went wrong" to "what can I learn"? Hit play now.
 📍 www.thevetedpodcast.com
📢 Follow us on LinkedIn | Facebook | Instagram for more short & punchy mindset shifts.

In this episode of the VetEd Podcast, Steven Hermann and Kale Flaspohler welcome Dr. Tom Butera and Daniel Shears from Volition Veterinary to discuss a groundbreaking innovation: Nu.Q®, an affordable, blood-based screening test designed to detect cancer early in dogs.

Volition’s revolutionary approach to cancer diagnostics uses epigenetics—looking beyond DNA to the expression of genes—to catch diseases like lymphoma and hemangiosarcoma before clinical signs appear. The test is already being used in over 22 countries, with more than 120,000 tests run and growing.

👉 Learn how this test works, how it integrates into everyday wellness exams, and why it’s a game-changer for pet longevity, veterinary practice profitability, and client peace of mind.

If you’re a veterinarian, pet owner, or just love animals, this episode is a must-listen.

🔗 Tune in, subscribe, and let's build healthier lives—for pets and people.

#VetMed #CancerDetection #Epigenetics #VeterinaryInnovation #VolitionVeterinary #NuQ #VetEdPodcast #EarlyDetection #PetHealth #VeterinaryBusiness #VetLife

🚨 Key Takeaways:

• Why practice managers are the linchpins of veterinary success
• How consultants can be the fire extinguisher before your clinic is in flames
• The truth about communication breakdowns in clinics (hint: it’s 98% of your problem)
• How Melissa’s talks on “creating your own drama” and “setting boundaries” empower overwhelmed teams
• Her unique approach to tackling compassion fatigue and why it matters now more than ever

🐾 Plus, hear about Melissa’s surprise performance at the 1984 Olympics, her cat ears branding, and what she learned from a fish named Bob.

📣 Don’t miss this candid, insightful, and laugh-filled conversation aimed at inspiring better leadership and healthier clinics.

🔗 Learn more about Melissa:
 Website: South Coast Veterinary Management Solutions
YouTube: South Coast Veterinary Manage 263
Instagram & Facebook: @SouthCoastVetSolutions
LinkedIn: Melissa Tompkins

👍 Like, comment, and subscribe for more conversations that educate, advocate, and inspire veterinary professionals.

🧠 Key Takeaways:

• Leadership means responsibility, not control. It’s not about having all the answers—it's about how you respond when you're needed most.
• Reacting well is a skill, not a flaw. With experience, empathy, and a growth mindset, reaction becomes a powerful leadership tool.
• Empathy and perseverance are key. Leadership moments often come unplanned—how you show up emotionally matters more than what you know.
• Compassion before correction. Don’t default to policies—lead with understanding first.
• Be proactively reactive. If 35% of your day will be spent reacting, build space in your calendar to handle it intentionally.

💡 Reflection Prompt:
Steven challenges you to think:
"Are you ready for the 35%? How can you lead this week by responding with curiosity, courage, and compassion?"

Thanks for tuning in! If this episode inspired you, please consider subscribing, sharing, and leaving a comment.

➡️ For more insights and resources, visit: propartnersteam.com

In this episode, Steven and Kale sit down with Dr. Cliff Miller, founder of Green Hills Veterinary Clinic in Moberly, Missouri. From starting his practice with just one patient (his own dog!) to now leading a four-doctor team, Dr. Miller shares his journey of intentional growth, small-town community impact, and balancing life as a vet, cattleman, coach, and legislative advocate.

As the Legislative Chairman for the Missouri Veterinary Medical Association (MVMA), Dr. Miller offers a behind-the-scenes look at the legislative process affecting veterinarians in Missouri and beyond. He breaks down the importance of advocacy, the role of organized veterinary medicine, and how staying involved ensures that veterinarians—not just lawmakers—shape the future of the profession.

From drug compounding laws and sales tax on services to the national conversation around xylazine regulation, this episode is packed with insight for any vet wanting to better understand the forces shaping their world.

🎧 Whether you're in the exam room or on the road, this episode will leave you informed and inspired.

➡️ Visit Pro Partners Team for more resources and tools to support your veterinary journey.

📩 Drop us a note anytime at: clarity@ppwteam.com — we’d love to hear from you!

🧠 Key Takeaways:

• Leadership isn’t one thing—it depends, and it’s best thought of as a practice.
• Leadership takes different forms: structured roles (grocery store), collaborative influence (school board), and vision-driven growth (ProPartners).
• Empowerment and trust are essential—true leadership means trusting others and letting them grow.
• The one constant across all leadership experiences: accountability.
• A growth mindset (not ego or title) is what allows anyone to lead.

💡 Reflection Prompt: Steven challenges listeners to ask:
“What’s one small way you can practice leadership this week that aligns with your values, brings energy, and does some good?”

Thanks for tuning in! If this episode inspired you, we’d be grateful if you’d consider subscribing, sharing, and leaving a comment.

➡️ Visit the Pro Partners Team for more insights and resources:
 propartnersteam.com

In this episode, Steven and Kale are joined by Alex Wright, the Practice Manager at Ellisville Veterinary Hospital. With a journey that started at age 17 and evolved into leadership by 24, Alex shares her real-world experiences managing a busy, growing clinic — all while staying rooted in compassion, culture, and people-first leadership.

Alex opens up about what it takes to create a practice culture where people want to be — and how building trust, embracing vulnerability, and leading by example has helped her and her team thrive. From empowering CSRs to handle tough client conversations to planning a brand-new hospital space with intention and heart, this episode is packed with wisdom for anyone in the veterinary field.

Thanks for listening! If this episode inspired or helped you, we’d be so grateful if you subscribed, shared it with your team, and dropped us a comment!

➡️ Visit the Pro Partners Team to learn more and to access helpful resources:
propartnersteam.com

👋 Connect with us anytime at: clarity@ppwteam.com — we love hearing from you!

Pricing isn’t just about covering costs; it’s about positioning, value, and mindset. Steven shares lessons from his background in the grocery industry, where competition is fierce, and pricing strategy is critical. He draws parallels to veterinary medicine, challenging practice owners to rethink their pricing fears and adopt a growth mindset when setting rates.

Key takeaways from this episode:
 ✅ Stop underpricing out of fear – Pricing should be based on value, not just competition.
✅ Mindset matters – A fixed mindset can keep your business stagnant, while a growth mindset opens up new opportunities.
✅ Differentiation is key – Corporate clinics may have bigger budgets, but independent practices have personal connections and unique services that set them apart.
✅ You can adjust – Pricing isn’t permanent. If you raise prices and it doesn’t work, you can always tweak them.

Steven also shares actionable strategies, including how to use vendor resources, when to consider a price increase, and why independent business owners are naturally resourceful and innovative—the same qualities that drive long-term success.

Tune in to learn how shifting your pricing mindset can transform your practice’s financial health.

For more insights and strategies to elevate your veterinary practice, visit:
 🔗 propartnersteam.com

In this episode of The Vet’ed Podcast, hosts Steven Hermann and Kale Flaspohler sit down with Dr. Jennifer Edwards — veterinarian, practice owner, mindset leadership coach, and Chair of the Wellness Committee for the New Hampshire Veterinary Medical Association — to dive into her powerful journey of transformation and personal development.

Dr. Edwards shares her unconventional path from psychology to veterinary medicine, her bold decision to start a practice from scratch, and the pivotal moment that led her to sell it — just weeks before COVID-19 turned the industry upside down.

Now a mindset and leadership coach, Dr. Edwards breaks down the most common mental barriers veterinarians face — from burnout to the victim mentality — and explains how reframing your mindset can open the door to a more empowered, fulfilling career and life. She also explores how creating a culture of trust and support, especially in larger corporate veterinary practices, is essential for long-term success and well-being.

Whether you’re a veterinarian, practice owner, or anyone passionate about leadership and personal growth, this episode is packed with actionable insights on mindset shifts, resilience, and building a veterinary career that works for you — not the other way around.

🎧 Thanks for tuning in! If you enjoyed this episode, don’t forget to subscribe, share, and leave a review to help more people find the show!

➡️ Visit Pro Partners Team for more insights and resources: propartnersteam.com and drjenniferedwards.com

👋 Connect with us: clarity@ppwteam.com — we’d love to hear your thoughts!

Steven breaks down the three key elements of a standout client experience:

• First impressions: From the parking lot to the front desk, what clients see, smell, and feel sets the tone — long before medicine even comes into play.
• Communication over medicine: Great medicine doesn’t matter if clients don’t understand it. Simplifying your language, meeting them where they are, and staying empathetic are essential for building trust and ensuring compliance.
• The goodbye matters just as much as the hello: How clients feel when they walk out the door — and whether you follow up — determines if they return. Steven shares how to create “wow moments” that leave a lasting, positive impression.

Drawing from his background in the grocery industry, Steven connects the dots between running a successful veterinary practice and delivering an unforgettable client experience — one that keeps clients loyal, even when the competition is fierce.

Tune in to learn how small shifts in mindset and approach can make a massive difference in your client relationships — and your practice’s success.

For more insights and strategies to elevate your veterinary practice, check out:
 🔗 propartnersteam.com

In this episode of The Vet’ed Podcast, hosts Steven Hermann and Kale Flaspohler sit down with Dr. Jessica Stroupe — owner of Howard County Veterinary Service and AVMA delegate for Missouri — to discuss her journey as a practice owner, leader, and advocate for the veterinary profession.

Dr. Stroupe dives into her new role as an AVMA delegate, sharing insights on the legislative issues shaping veterinary medicine — from the controversial mid-level practitioner debate to xylazine regulations and diversity, equity, and inclusion initiatives. She breaks down what it’s like to represent Missouri veterinarians on the national stage and how AVMA policies influence the future of private practices.

The conversation explores her passion for outreach, particularly in K-4 education, where she’s working to inspire the next generation of diverse veterinarians — ensuring kids from all backgrounds see a future in the profession.

Whether you’re a veterinarian, practice owner, or student, this episode is packed with inspiration and valuable insights on leadership, advocacy, and the evolving veterinary landscape.

Thanks for tuning in! If you enjoyed this episode, we’d love for you to subscribe, share, and leave a comment to help others discover the show!

➡️ Visit Pro Partners Team for more insights and resources: propartnersteam.com

👋 Connect with us: clarity@ppwteam.com — we’d love to hear your thoughts!

Steven explores how common industry challenges—like client demand and workforce shifts—can be tackled more effectively when we find common ground rather than clinging to rigid perspectives. He also challenges the idea of “gaining an edge” and proposes that real success comes from adaptability, openness, and continuous learning.

Tune in to discover how shifting your mindset can transform the way you approach business, leadership, and professional growth.

For more resources and to connect with VetPartners, check out:
 🔗 VetPartners

In this episode of The Vet’ed Podcast, hosts Steven Hermann and Kale Flaspohler dive into a critical question for veterinary practice owners—are you truly profitable? They explore common financial misconceptions and the ways financial statements can be misleading if not properly analyzed.

From rent calculations to owner compensation, bulk orders, and hidden expenses, Steven and Kale break down the key areas where financial statements might not reflect reality. They also discuss the importance of using percentages rather than dollar figures when assessing profitability, ensuring comparisons are accurate across different-sized clinics and locations.

With insights from real-world veterinary financial data and a deep dive into industry benchmarks, this episode offers invaluable guidance for practice owners looking to optimize their financial health. Plus, the hosts share their thoughts on how pricing decisions are often driven by fear rather than data—leading to missed opportunities for sustainable growth.

Tune in for a conversation that’s both eye-opening and practical, helping you take control of your financial future and answer the question: Are you really profitable?

For more resources and to follow along with Steven, check out these sources:

• FDA Layoffs and Drug Safety for Animals
• Peter Zion on Birth Rates and Economic Impact

In this episode of The Vet’ed Podcast, hosts Steven Hermann and Kale Flaspohler sit down with Dr. Peter Weinstein to explore his journey into veterinary medicine, from childhood inspirations to becoming a leader in the profession. Dr. Weinstein shares how an early fascination with animals, science, and the works of James Herriot set him on the path to veterinary school. He recounts his first experiences in a clinic, working through the parvovirus epidemic of the 1970s, and how those formative years shaped his dedication to the field.

The conversation delves into the challenges of veterinary school admissions, resilience, and the importance of grit in achieving professional success. Dr. Weinstein reflects on his own journey—navigating rejections, pursuing a master’s degree to strengthen his application, and ultimately finding his way to the University of Illinois. He also discusses his transition from aspiring equine orthopedic surgeon to small animal internal medicine and his decision to move to Southern California for better opportunities and climate.

Beyond personal experiences, the discussion touches on leadership, teamwork, and communication as key traits of successful practice owners. The hosts and Dr. Weinstein even ponder an intriguing question—does the perseverance required to get into veterinary school later translate to business ownership? Could there be a link between those who faced initial setbacks in admissions and their likelihood of running a successful practice?

This episode is packed with insights, reflections, and thought-provoking discussions on what it takes to thrive in veterinary medicine. Tune in to hear Dr. Weinstein’s story and gain valuable wisdom from his decades of experience in the industry!

He highlights the importance of delegation, empowering teams, and overcoming the fear of failure. Citing Maria Montessori’s philosophy, he stresses that true leadership allows others to succeed independently. Additionally, he ties in the wisdom of Dune author Frank Herbert, reminding listeners that fear is the “mind-killer” that prevents growth and progress.

The episode closes with a call to reflection: What fear is holding you back? What excuses are limiting your growth? Leadership is a practice, not perfection—so take the next step today.

He reflects on passing the torch to Dr. Reuter and her team, emphasizing the value of trust in a smooth transition. The conversation also dives into what’s next for Dr. Frey, from riding motorcycles through the Colorado mountains to scuba diving and restoring classic vehicles. With a strong philosophy on maintaining balance between work and personal life, he shares valuable insights for veterinarians considering a transition in their own careers.

The discussion wraps up with reflections on life’s constant transitions—whether professional or personal—and how staying intentional with priorities can make all the difference. If you're a practice owner or veterinarian navigating change, this episode is packed with wisdom and inspiration. 

 Key Topics Discussed:
✔️ Trust and stewardship in practice transitions
✔️ The mindset shift from owner to associate
✔️ Pursuing passions beyond veterinary medicine
✔️ Finding balance between work, family, and personal growth
✔️ The importance of not letting your practice own you

This episode emphasizes the power of shared experiences, purpose-driven optimism, and even choosing a word of the year to guide your focus. Whether you’re running a veterinary practice, leading a team, or simply looking for inspiration, this short yet impactful episode will get you thinking: What’s your mindset for 2025?

Tune in, reflect, and join the conversation—because mindset matters.

Dr. Chadwick shares insights on leveraging AI as an augmentation tool rather than a replacement, highlighting real-world applications like automating clinical records and streamlining daily workflows. The conversation also emphasizes the importance of resourcefulness in addressing challenges such as staffing shortages and the adoption of new technologies.

Tune in to discover how embracing innovation can help veterinary professionals stay ahead in a rapidly evolving industry, and why being an "AI-driven business" might be key to thriving in the future.

Kyler also opens up about her passion for mental health advocacy, highlighting her work with a St. Louis-based ministry focused on supporting teen girls through a holistic program called Soul Shepherding. This episode emphasizes the value of independent veterinary clinics, the power of community connections, and the critical role of mental health awareness—reminding us that small, locally owned clinics are not only essential for care but also for building stronger, more resilient communities.

They also highlight the value of collaboration, delegation, and embracing individuality in shaping a practice that reflects its owner’s vision. As always, Steven and Kale infuse their conversation with humor, authenticity, and actionable advice, making this episode both inspiring and relatable. Don’t miss it!

The episode also touches on internal adjustments that can help practice owners remain agile in uncertain times. For instance, reducing extended hours—a trend many practices adopted during the pandemic—might ease staffing pressures and align with current client demands. They highlight the significance of embracing varied perspectives and encourage listeners to view uncertainty as an opportunity for growth, challenging them to become more efficient, proactive business owners.

Concluding on a positive note, the hosts express their gratitude to contributing experts and share their excitement about upcoming milestones, including the podcast’s one-year anniversary. They emphasize their mission of creating a space for diverse voices in the veterinary community, where different viewpoints and experiences can inspire innovative solutions. By fostering open discussions, The vet'ed podcast continues to be a valuable resource for veterinary professionals seeking guidance on practical, forward-thinking strategies for a successful practice.

This episode also explores the power of delegation and prioritizing high-impact activities that drive growth and patient care. Our hosts discuss personal anecdotes and professional insights on ways to use downtime effectively and invest time in a way that fuels both personal well-being and professional success. 

Tune in as they outline actionable steps for veterinary professionals to take control of their schedules and make the most of every day!

The episode also highlights the significance of strong communication, both verbal and non-verbal, in maintaining a positive work environment. The hosts discuss the value of checking in with staff, offering support, and being mindful of signs of burnout or disengagement. They stress that developing a structured hiring process, rather than rushing to fill positions, helps practices make better decisions and find candidates who are a strong cultural fit.

Finally, the importance of onboarding is discussed, with examples of how thoughtful integration of new hires can significantly improve performance and retention. Practices that invest in training, mentoring, and a gradual introduction to the team tend to have more satisfied, productive staff. By focusing on creating a strong workplace culture, practices not only improve employee retention but also enhance client experiences, ultimately driving long-term success.

The hosts also stress the importance of proactive tax planning, advising practices to work with their accountants ahead of the year’s end to minimize tax liabilities. They address the difficult but necessary task of evaluating team performance, suggesting that practice owners may need to make tough decisions about underperforming employees.

Steven and Kale also touch on the significance of time management and planning during the final quarter of the year. They caution listeners not to underestimate how quickly time can pass during the busy holiday season, noting that between Thanksgiving and year-end festivities, there is often less time to address critical tasks than expected. They emphasize that many practices are caught off guard, thinking they have ample time to make adjustments, only to find that November and December are not as productive as hoped. By encouraging veterinarians and practice owners to start these conversations and actions now—whether it’s securing new equipment, reviewing tax strategies, or making staffing decisions—the hosts advocate for a proactive approach that ensures the year ends on a solid foundation and that plans for the upcoming year are well in motion.

Overall, the episode encourages reflection on the practice’s financial health, operations, and team dynamics to ensure a strong year-end and prepare for the upcoming year. 

They also highlight the role of customer experience, starting from the moment clients enter the clinic, in shaping a practice's reputation and building long-term relationships. The episode further touches on the potential impact of using social media, especially TikTok, to showcase the clinic’s culture and engage clients in a more personable way. Throughout the episode, they share practical insights on growing and sustaining a veterinary business, using both innovative marketing approaches and strong client service.

They provide tips for evaluating products and vendors, such as checking guarantees, asking for client references, and ensuring products meet your needs without deceptive marketing. They also stress the importance of following up on key takeaways, focusing on actionable items, and sharing them with your team for successful implementation.

Additionally, they advise assessing the credibility of speakers, distinguishing between fiduciaries and other financial advisors, leveraging referrals, ensuring software solutions allow data access, and having a clear convention plan without mixing it with vacation time for maximum benefit.

We explore strategies for reflecting on the transition, stressing the need for a moment of pause to alleviate stress and recharge. This reflection period benefits both the new owner and the staff, fostering a positive start to the new phase of the practice.

The episode also covers the importance of actively marketing the new ownership. It's an excellent opportunity for the new owner to present their vision, reinforce continuity, and engage with the community. We highlight how effective marketing can set a positive tone and build enthusiasm among clients and staff alike.

Additionally, we discuss the practical aspects of closing day, including managing inventory and finalizing paperwork. We suggest making the closing day itself a memorable event to boost morale and create a positive transition experience.

The hosts also remind listeners to plan ahead for closing day, ensuring that all necessary parties are coordinated and that there is a clear schedule to avoid last-minute stress.

Finally, we express our gratitude to our audience for their support over the past year and invite feedback and suggestions for future topics. We emphasize our ongoing commitment to advocating for the veterinary community and look forward to continuing to provide valuable content.

Tune in to gain insights on making the most of your practice acquisition and ensuring a smooth transition, while celebrating the new beginning with your team and community.

Chris discusses critical financial elements involved in acquiring and managing a veterinary practice, emphasizing the importance of understanding the financial landscape, maintaining a balance between profitability and quality care, and the role of strategic financial planning. He sheds light on the process of securing financing for practice acquisition, the impact of private equity on the industry, and the importance of aligning one's skill set and production levels with financial goals.

Listeners will gain a comprehensive understanding of the differences between private ownership and private equity models, the significance of preventive medicine in veterinary care, and the challenges veterinarians face in balancing their passion for animal care with financial sustainability. Chris also highlights the supportive role of partners and lenders, like Bank of America Practice Solutions, in helping veterinary practice owners navigate the complexities of practice management and achieve long-term success.

This episode is a must-listen for veterinarians, practice owners, and anyone interested in the business side of veterinary medicine, providing actionable insights and expert advice on achieving financial stability and operational excellence in the veterinary field.

In Episode 12: "Buying a Practice Part 2," Steve and Kale dive into a mix of personal and professional topics, delivering valuable content with a touch of humor and light-hearted banter. They start with personal health updates, contrasting recent illnesses and fitness routines, before shifting focus to the intricate processes involved in business transactions, covering evaluation, negotiation, and finalization phases in detail.

The episode delves into the financial aspects of buying a practice, explaining purchase price considerations, financing options, and the differences between asset sales and stock sales. Steve and Kale emphasize the importance of financial statements and business valuation. On the legal front, they provide an overview of key documents like the Letter of Intent (LOI), discussing its non-binding nature and role in negotiations, along with the significance of confidentiality clauses in business agreements. Negotiation strategies are also explored, including the use of confidentiality clauses, non-compete agreements, and the vital role of legal counsel.

 Throughout the episode, Carlee delves into the intricacies of veterinary practice, discussing everything from the latest advancements in animal healthcare to the emotional connections forged with patients and their owners. Steve Hermann and Kale Flaspohler skillfully guide the discussion, steering it towards poignant moments where Carlee shares heartfelt stories of her experiences in the field. Listeners are treated not only to practical advice on pet care but also to profound reflections on the impact animals have on our lives. Carlee's advocacy for compassionate veterinary care resonates deeply, underscoring the podcast's mission to educate and inspire both aspiring veterinarians and pet owners alike. This episode of The Vet'ed Podcast not only informs but also leaves a lasting impression, highlighting the dedication and empathy at the core of veterinary medicine.

James discusses his entrepreneurial journey, emphasizing his and his wife Katie’s commitment to the veterinary industry. They started their first clinic in 2016 and have since expanded to eight clinics, despite initial challenges like staff turnover and the financial struggles of new acquisitions. James highlights the importance of having a supportive partner and the guidance he received from the ProPartners Team in growing his business.

James emphasizes the importance of having a good support system and being adaptable in the veterinary industry. He talks about the challenges they faced during their first acquisition, such as staff turnover and learning to manage a business. Over time, they expanded their practice to eight locations, focusing on empowering practice managers and ensuring a good cultural fit within their team.

He reflects on the value of private ownership, the benefits of building a strong, supportive team, and the long-term goals of expanding their business sustainably. James also touches on the significance of accurate pricing, the importance of communication with clients, and the need for innovation in the veterinary field.

Throughout the interview, James conveys a sense of dedication to his employees and clients, showing that his passion for the business goes beyond financial success. He aims to create a positive impact in his community and the veterinary industry by fostering a culture of collaboration, innovation, and continuous improvement.

1. **Introduction and Background**:

2. **Early Career and Business Start**:
  - James Rericha's initial experiences and memories in the veterinary field.
  - His work in college and his family's history in business.
  - Steven's The transition from grocery store management to the veterinary industry.

3. **R Veterinary’s Beginnings and Growth**:
  - James and his wife, Dr. Katie Rericha, started their first clinic.
  - Challenges and learning experiences in the initial years, including staff turnover and business management.
  - Expanding the business and acquiring more veterinary practices.

4. **Business Strategy and Management**:
  - The importance of having a good team and empowering practice managers.
  - The role of coaching and training in improving management skills.
  - The transition to a more corporate structure while maintaining an independent practice ethos.

5. **Acquisitions and Expansions**:
  - The process and criteria for acquiring new practices.
  - Challenges faced during acquisitions, such as integrating new teams and managing remote locations.
  - The importance of cultural fit and long-term planning in acquisitions.

6. **Operational and Financial Management**:
  - Discussion on software and data management for multiple clinics.
  - Strategies for maintaining profitability and handling payroll, AP, and inventory.
  - The significance of accurate financials and proper valuation for acquisitions.

7. **Innovation and Diversification**:
  - R Veterinary’s involvement in various projects, including construction, maintenance, and crematory services.
  - The development of new products, such as 3D paw prints, and the importance of innovation in the veterinary field.
  - The goal of being the largest employer in their county and the vision for future growth.

8. **Personal Insights and Philosophy**:
  - James’s personal journey and mindset as a business owner.
  - The balance between business success and personal fulfillment.
  - The role of long-term vision and purpose in driving business decisions.
 
➡️ Visit the Pro Partners Team to learn more and to access helpful resources! www.propartnersteam.com

👋 You can connect with us at (clarity@ppwteam.com) We're thankful for your input! 

1. **Introduction and Podcast Purpose**
   - Purpose of the podcast: educate, advocate, and inspire veterinarians.

2. **Jerry Seinfeld and Comedy Work Ethic**
   - Discussion about Jerry Seinfeld's daily dedication to writing jokes.
   - Mention of Seinfeld's upcoming movie about Pop-Tarts.
   - Comparison of Seinfeld and Chris Rock's work ethics to business preparation.

3. **Core Value of Purpose and Preparation**
   - Correlation between the comedians' work ethic and their business's core value of preparation.
   - Emphasis on being prepared for client meetings and ensuring quality service in the veterinary space.

4. **Practice Dashboard and KPIs**
   - Introduction to the practice dashboard concept.
   - Importance of Key Performance Indicators (KPIs) and benchmarks in veterinary practices.
   - Use Case of the Period Totals Report from Avimark.

5. **Challenges and Solutions in Veterinary Practice Management**
   - Discussion on various metrics like Average Client Transaction (ACT) and how discrepancies can indicate underlying issues.
   - Examples of potential issues like missed charges and inconsistent practices among veterinarians.
   - Importance of standardizing best practices and communicating value to clients.

6. **Systematic Evaluation and Improvement**
   - Steps to systematically evaluate and improve practice metrics.
   - Emphasis on consistent and accurate record-keeping.
   - Coaching and support for veterinarians to ensure they deliver best medicine practices.

7. **Economic Indicators and Financial Health**
   - Discussion on economic indicators such as payment types and their trends.
   - Importance of understanding the financial health of the practice through various reports.
   - Examples of how to analyze and interpret these financial metrics.

8. **Importance of Communication and Consistency**
   - Ensuring all staff understand and communicate the value of services provided.
   - Consistency in delivering quality service across all veterinarians in the practice.

9. **Continuous Improvement and Adaptability**
   - Encouragement to focus on one KPI at a time for continuous improvement.
   - Importance of adaptability and being prepared to pivot as needed, similar to comedians' performances.

10. **Call to Action and Engagement**
    - Encouragement for listeners to engage with the podcast on social media and provide feedback.
    - Invitation for suggestions on future topics and sharing success stories in the veterinary space.

Thanks for listening! If you’ve been helped by this podcast, we’d be grateful if you’d consider subscribing, sharing, and leaving us a comment!
 
➡️ Visit the Pro Partners Team to learn more and to access helpful resources! 

propartnersteam.com
thevetedpodcast.com

👋 You can connect with us at (clarity@ppwteam.com) We're thankful for your input!

During our conversation with Jason, we delved deep into his remarkable journey, exploring the twists and turns that led him to his current role. We gained valuable insights into his day-to-day life at IDEXX, uncovering the intricacies of his responsibilities and the challenges he faces in the dynamic veterinary industry.

Moreover, Jason provided us with a comprehensive overview of IDEXX's pivotal role in the industry, shedding light on the innovative solutions and technologies they offer to support veterinary professionals worldwide.

Watch the full episode to immerse yourself in these insightful conversations, and gain a deeper understanding of the veterinary industry's landscape.

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Steven, Kale, and Lindo have come together to change the veterinary industry with their knowledge on business and finance. They want to see the small veterinary businesses thrive and not get lost among the weeds as corporate competition. The work and effort to stay in business while serving people and their pets has evolved over the years as new sources of competition and business failure have appeared. What the industry and the providers need are advocates and support from the professionals that know how to remain true to your work while growing as a business.

Thanks for listening! If you’ve been helped by this podcast, we’d be grateful if you’d consider subscribing, sharing, and leaving us a comment!
 
➡️ Visit the Pro Partners Team to learn more and to access helpful resources! 
propartnersteam.com

👋 You can connect with us at (clarity@ppwteam.com) We're thankful for your input!

Main Topics 

[01:45]. The client experience is based on viewpoint, and it requires putting yourself in their shoes and assessing what you would value. As a provider or owner of the business, you are building relationships with your clients alongside providing a service. Steve shares about his relationship with his veterinarian and just knowing that his veterinarian will take care of his dog is why he doesn't worry about her when he drops her off. Customer service experience leaves you with a long-lasting impression and receives constant recommendations, even from customers who don't go to that specific business often. So how do you keep people coming back? 

[11:25] Consumers Vs Executives: What's on the executive's mind is not what is on the consumer's mind. Price Waterhouse Cooper (PwC) conducted two separate surveys to executives and customers, revealing the contrasting viewpoints on when customer loyalty is won. Almost half of the surveyed customers believe they are most likely to have their loyalty won when they use a high-quality product or receive a high-quality service. Executives believe that customer loyalty is most won with excellent customer service. This shows that customers are looking at quality first. Price was not an option to choose from that could win customer loyalty. Only 17% of customers stopped buying from a company because the price went up whereas 37% because of a bad experience with the product or service. 

[17:55] Steven and Kale assess another PwC figure that illustrates what people value the most when it comes to customer experience and would pay more for it. We see that efficiency is worth the most and more people would pay for that; efficiency and convenience overlap somewhat, but they can be similar depending on the person. Other overlapping categories include friendly service and easy payment.

[20:56] Figure 4 is a bar graph displaying survey results on when consumers stop interacting with a brand they love either after one unpleasant experience or several unpleasant experiences. The definition of one experience versus several experiences varies, but the survey showed that 20% of people leave after one experience and that percentage jumps up to 60% for people leaving after several experiences.

[22:00] Figure 7 assesses consumer opinions across multiple countries on human vs Automated interaction by answering yes or no to the question, “I’ll want to interact with a real person more than technology improves”. Cale shares he wants person-to-person interaction for his veterinary needs and the reassurance required. That means calling the office and making an appointment rather than using an app to schedule and address complications or technology glitches. The same would apply to a person going to the doctor and the urgency of a matter requiring reassurance verbatim. 

[27:14] What to look for in a practice: Kale and Steven emphasize the importance of location; it does not have to be fancy, but it has to be clean. Veterinary medicine practices with a well-kept landscape and an office that smells like it's well-kept are more inviting. The first time a client comes in, what they see, hear and smell sets the stage for the rest of their experience. Then it's walking up to the desk and checking in; the receptionist is the first person to interact with the client and is part of the welcoming experience. The client naturally observes what's around them as they are waiting versus being taken back right away. Hence, for a veterinarian, it's ideal to sit in their waiting room from time to time and observe what clients may observe while they are waiting. Clinics do their best to block out times, but if they are running behind, that's ok as long as they are communicating with clients waiting. Steven refers to the survey on client retention and expresses concern about the number of unpleasant experiences caused by multiple miscommunications from a medical provider, which compromises the integrity of the practice.

[37:00] Steven discusses the better use of technicians in the exam room, getting the information needed for the veterinarian to assess, and then delivering the right information based on what the client is concerned about. Technology integration is one of those potential solutions to help disseminate information for clients, whether it's a detailed treatment plan or a cost breakdown. Of course, with inflation, people are experiencing anxiety about the cost, so an estimate and alternatives are ideal. We walk a client through the process from the moment we bring them into the exam room until we walk them out to the front desk. We can encourage yearly clients to book appointments in advance and use it as an opportunity to touch base. If a client has multiple pets, we remind them to bring all their pets in for preventive measures that benefit both the provider and the client.

[45:08] By laying out and even reiterating the information on charges to the client when escorting them out to the front desk, providers can avoid mischarges. With multiple colleagues discussing services and their costs to one another, there is room for miscommunication between them and to the client. A study on mischarges showed that about 30% of shrinkage and loss is because of the practice of not getting the charges on the invoices right. An itemized checklist of all services rendered can help reassure the client as they carry that over to the desk, but also a safeguard. By not getting the charges on the invoices right, the practice misses out on all those potential revenues, and it adds up. Of course, the client wants to pay for what they received, and if they don't, they aren't the ideal client.

[50:45] What are some effective ways to get clients to come back or remember to follow up? Kale discusses the variety that exists in the world of communication and preferences, so the provider should try to use the variety. He enjoys the physical mail and the likelihood of calling to make a follow-up when a physical reminder is on the table versus emails that go to spam. A great way to follow up is when the client checks out when the front desk can confirm the client's contact information. Veterinary practice includes preventative appointments and often clients don’t keep up communication should help them keep up and navigate that responsibility as part of being a pet owner. Setting up for future refills helps make the experience efficient and convenient and, therefore, another tool for increasing clientele follow-up. 

[58:25] Show wrap-up: Stay tuned for the next episode with guest Dr. Zack Whitehead from Ellisville Veterinary Hospital to discuss his profession and assess how reviews practitioners and their clinics receive shape clientele growth. There is an opportunity to use the technology to help practitioners who do genuine work receive the business they deserve. Steven and Kale will analyze the best ways to do that as part of advocating for veterinarians and giving a platform to those who have something to share on ...

Pilot episode for Vet Ed hosted by Steve Hermann and Kale Flaspohler.
Directed by Lindo Zwane

Steven, Kale, and Lindo have come together to change the veterinary industry with their knowledge on business and finance. They want to see the small veterinary businesses thrive and not get lost among the weeds as corporate competition. The work and effort to stay in business while serving people and their pets has evolved over the years as new sources of competition and business failure have appeared. What the industry and the providers need are advocates and support from the professionals that know how to remain true to your work while growing as a business.

[01:15].Why do this: There are several million podcasts out there. This podcast aims to introduce another viewpoint to bring to the veterinary field on both sides (private business owners and the consumer side). Big businesses and corporations exist, and the small practices deserve acknowledgement and support. 

[04:00] We want to encourage students with our stories to enter the field and make a business from their passion for animals –how to buy a practice, sell a practice, build a practice, and watch it thrive. The avenues are endless in the industry. Until you see someone do something successfully, you won’t think that to try it. Stories from our clients will hopefully inspire people to. The target audience is both the veterinarian and the clients. There is a Ted talk by Dr. Melanie Bowman about the day in life of a veterinarian. The lack of knowledge is concerning; people don’t know what veterinary medicine entails before asking why it’s expensive. 

[9:35] Steven Herman from Eldon Missouri grew up with a small business in his family and the perspective it gave him was what the lack of technology to do bookkeeping and metrics meant for a business. He began studying engineering and then transitioned to finance to rediscover his interest in helping small businesses operate. He loves dogs and animals and his current work with helping veterinary practices thrive is the sweet spot.

[14:27] Kale is co-host of this podcast and introduces himself and his work. He is also from Missouri and helped his family with real estate work. He joined the Vet Ed team in hopes to help give insight to small businesses run by veterinarians.

[18:24] Lindo is from Johannesburg, South Africa and grew up in a family of entrepreneurs and business-oriented principles and lifestyle. He however studied communications and then took an opportunity to move to the US. Specifically, Missouri which is a huge change from the city life. The family-oriented life and small community intrigued him, and he enjoys the lifestyle outdoors and of course animals.

[22:36] Steven talks about Pro Partners which he started with his partner Wes Hinges who he met in 2015. Wes was working with veterinarians and navigating their private practices and that’s when Steven decided to join to help Wes do that. 

[22:26] Kale shares his observations on running businesses and the metrics that he believes are what slows private practices down and how to optimize that. The hosts discuss the technology utilized by veterinarians and the margins that dictate how long a private business lasts. “Are you really making money, or do you just have a job?” is worth contemplating they feel.

[31:50] Co-hosts tie back why they are doing this podcast with their recent talk to the Missouri Veterinary Medical Association called, “The state of the Veterinary Industry” with the financial and practice data they have collected. The competition for time and for a space to operate and even thrive alongside corporate was reflected upon while at that talk. The veterinary inflation and client revenue growth are factors to consider in the success of small veterinary businesses. The ratio of veterinarians to animals is another factor that will be analyzed. The initiative to study and become a veterinarian gets lost among the numbers that dictate how long a small veterinary business lasts. This podcast aims to stand out with the knowledge it plans to share and their advocacy for the medical professionals in an industry that so little is known about.

Thanks for listening! If you’ve been helped by this podcast, we’d be grateful if you’d consider subscribing, sharing, and leaving us a comment and 5-star rating!
 
Visit the Pro Partners Team to learn more and to access helpful resources!
You can connect with us at clarity@ppwteam.com We're thankful for your input!
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