Vet CX's Podcast: Recent Episodes
Vet CX
Inside VetCX” explore customer experience strategies for Veterinary businesses. Our podcast host is Michael Mckeand, founder and CEO of Vet CX. Each episode Michael speaks with industry professionals, practice owners and managers to demystify customer experience in the Veterinary Industry and share secrets to increase customer satisfaction and retention of pet owners and their furry friends.
In this second episode of our podcast series, Navigating the Chaos, we delve deeper into the pressing challenges faced by veterinary practice owners and managers. This episode highlights the struggles of balancing clinical duties with leadership responsibilities, managing a chaotic work environment, and the all-too-common problem of reactive management. Whether you’re a practice owner or manager, this episode offers practical advice on transitioning to proactive management and mastering the art of delegation, empowering your team to thrive and your clinic to flourish.
Subscribe & Stay Updated Don't miss out on future episodes of Navigating the Chaos! Subscribe to our podcast for more insights, expert advice, and practical strategies tailored for veterinary practice owners and managers. Each episode is packed with actionable tips to help you improve your clinic's operations, team management, and client experience.
Listen to the Latest Episode Did you enjoy this episode? Be sure to check out Navigating the Chaos Part 1: A Must-Listen Podcast for Veterinary Practice Owners and Managers, and stay tuned for our upcoming episodes, where we’ll continue exploring ways to help you and your team thrive.
Have Feedback or Questions? We’d love to hear from you! Drop us a comment below or send us a message at info@vetcx.com.au, and let us know what topics you'd like us to cover in future episodes.
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In the fast-paced world of veterinary practice, chaos can seem like the norm. For many practice owners and managers, the daily grind feels more like putting out fires than executing a well-thought-out plan. You might find yourself wondering, "Am I coming or going?" as you juggle clinical responsibilities with leadership duties, and struggle to keep your team on track. The reality is, you're not alone. The pressures of managing a veterinary practice often force even the most seasoned professionals into a reactive mode, where they spend more time solving problems than preventing them.
This chaos isn't just about the overwhelming number of tasks on your plate. It's about the internal struggle that many practice owners face: the battle between wearing your clinical hat and stepping into the leadership role that your practice needs. How often have you found yourself torn between seeing patients and working on the business? Too many practice owners get stuck in the day-to-day operations, focusing on what feels urgent, rather than what’s truly important.
And then there’s the practice managers—those unsung heroes who often find themselves as the go-to problem solvers. But here’s the catch: by always being the one to fix everything, they unintentionally train their teams to rely on them for every solution. It’s like a form of positive reinforcement. The staff quickly learns that when a problem arises, the easiest solution is to dump it on the manager’s lap. And what happens then? The manager becomes overwhelmed, stuck in a reactive cycle, with little time or energy left to focus on developing their team or executing business strategy.
So, how do we break this cycle? How can practice owners and managers transition from being reactive to proactive, from problem-solvers to strategic leaders? These are the critical questions we explore in our latest podcast, designed specifically for veterinary practice owners and managers who are ready to take control of the chaos and steer their practice toward sustainable success.
One key takeaway is the importance of recognising the different hats you wear and scheduling time accordingly. You can't just put on your leadership hat when you have spare time—it requires intentional, ruthless scheduling. Think of it this way: working on your business is the $10,000-an-hour work that drives growth, while working in your business is the $500-an-hour work that keeps things running. Both are necessary, but they must be balanced carefully.
For practice managers, the challenge is to shift from being the perpetual problem solver to becoming a leader who empowers their team. It’s about moving away from being everyone’s safety net and towards fostering a culture of accountability and development. This means teaching your team to solve their own problems, so you can focus on higher-level tasks that drive the business forward.
Our podcast delves into these topics and more, offering actionable insights for practice owners and managers who are tired of the reactive hamster wheel and ready to start making real progress. We discuss practical strategies for delegating effectively, leading with intention, and, most importantly, managing the transition from clinician or manager to true business leader.
If you're ready to move beyond the chaos and start leading your practice with purpose, this podcast is for you. Join us as we explore how to reclaim your time, empower your team, and position your practice for long-term success.
Even the best vet practices have room to improve their customer experience – just ask Dr Susan Bibby, owner of MyVet Strathfieldsaye in Bendigo, Victoria.
Dr Bibby joins the podcast today to talk about her journey to using VetCX's Customer Care Insights Program and how her team have gotten the most out of it.
While there is no denying that vets are talented and passionate individuals, sometimes it’s a struggle to have “the hard” conversations with pet owners.
Talking about euthanasia, treatment compliance or communicating complex medical information in a way that builds trust and empathy is a skill that many experienced vets find challenging.
Dr Claire Stevens is a vet with 10+ years of experience, author of Dr Claire’s Love Your Dog and owner of Global Vet Solutions. Here, she shares more about her program The Perfect Consultand why it’s so important to learn the art of communication as a vet.
In less than 12 months, Goulburn Veterinary Clinic transformed their customer experience (CX) and are now ranked 2nd in the country for CX in Vet CX’s Customer Care Insights program.
The Vet CX Customer Care Insight Program compares 1000 veterinary practices each month in their approach to managing prospective clients who contact their practice by phone.
Goulburn Veterinary Clinic joined the program in October 2019 and with a bit of training and CX focus, the clinic has moved from below average, to 2nd in the country, making the regional clinic’s story truly remarkable.
Dr Zachary Lederhose, Owner of Goulburn Veterinary Clinic shares his story of why he joined the program and how he has built a strong culture for CX to succeed.
Veterinary services are becoming more popular during COVID-19 as singles and families give in to the “pandemic puppy” (or kitty) for companionship.
As an essential service provider, vets are in a unique position to continue to grow their business – if they can adapt their model to the new normal.
Dr David Butchart, CEO of Veterinary Growth Partners says that practices can make from $180,000 - $200,000 of additional income a year during the global pandemic. He shares how...
This week Michael Mckeand speaks with Tracy Kamens, Head Practice Coach with Veterinary Growth Partners (VGP). They explore the concept of outsourcing inbound and outbound phone calls in Veterinary Practices.
Hesitant at first, Tracy shares her experience of using out-sourcing services and how a simple business decision can help grow businesses and increase customer satisfaction.
In the words of Tracy:
“I won’t lie – I was initially pretty hesitant about the idea of programs that outsource inbound and outbound calls because there was that concern that the people taking the calls aren’t in the practice and don’t know what’s going on.
“But then I compare that to my experiences as a Vet Practice owner and manager, we would often get so busy looking after patients that no one was even able to get the phone or would be picking up the phone frantically anyways.
Read more about Vet CX's V-Care product here.
In the first episode of the series, Michael Mckeand speaks to Kristen Leigh a long-serving mystery shopper with Vet CX. The episode explores what mystery shopping is in the Veterinary industry and how it can be used to improve customer experience and boost ongoing client satisfaction.