Choose People Love Pets: The Veterinary Culture Podcast

Can artificial intelligence actually help you hire better people? In this episode of Choose People Love Pets , Brianna and Phoebe pull back the curtain on how they’re combining gut instinct, value-driven interview questions, and AI tools like ChatGPT to make smarter, more aligned hiring decisions in their veterinary hospital. From evaluating resumes to catching red flags in interviews, they share...

In this episode of Choose People Love Pets, host Brianna Armstrong interviews Dr. Jack Murray, a recent veterinary graduate who has successfully navigated a non-traditional career path. Dr. Murray shares his journey of paying off student loans in just 10 months, launching a luxury dog crate company, and providing in-home euthanasia services. The conversation explores themes of entrepreneurship, em...

In this episode of Choose People Love Pets , Brianna Armstrong, DVM, and Phoebe Valdez, hospital manager and mom, unpack the tricky—but vital—question: How do you know when a team member’s behavior needs to be addressed? They explore: The difference between a bad day and a behavior pattern The importance of early conversations and how to avoid big issues later How to spot red flags like impact on...

Dr. Jill Clark is on a mission — not to maintain the status quo, but to revolutionize veterinary medicine. In this episode, she shares her winding path from the film industry to founding Ignite, why she’s fiercely dedicated to elevating veterinary receptionists, and how she’s learned to lead with honesty, integrity, and courage. We talk about: The “frozen chicken” moment that launched her vet med...

In this episode of Choose People Love Pets , Brianna and Phoebe dive into the complexities of judgment, compassion, and client interactions in veterinary medicine. Sparked by a team conversation about hospital values, they explore how judgment is natural—but how we act on those judgments is where our culture is defined. They unpack: Why “not judging” isn’t realistic—and why that’s okay How giving...

In this inspiring episode, Dr. Cindy Trice joins us to talk about carving your own path in veterinary medicine—and life. From working in film production to becoming a nationally recognized relief veterinarian, Cindy shares how following her instincts (and curiosity) led her to build Relief Rover, co-found Kick It Pajamas, and advocate for mental health and belonging in the profession. Cindy’s stor...

Episode Summary: Nobody teaches you this in vet school — how to train clients . In this episode, Dr. Armstrong and Phoebe dive deep into the unseen impact clients have on hospital culture, team wellbeing, and long-term sustainability. Together, they break down how to set — and stick to — boundaries that shape the clientele you want, reduce burnout, and foster a consistent, supportive environment f...

Your team is getting more comfortable giving feedback—awesome. But now comes the next level: finessing those conversations. In this episode, we dig into how to train your team to give feedback that’s not just honest, but helpful. We break it down into three essential questions: Have you done your homework? Is it an individual issue or a systemic one? Are you being intentional with how you deliver...

Financial conversations in the exam room can be tough — but they don’t have to be. In this episode, we talk about how to simplify these moments by leading with medicine , not assumptions. We break down how to confidently recommend the gold standard, clearly explain the "why" behind your plan, and save the cost conversation for the right time. When budgets come into play, we share tips on how to pr...

In this episode of Choose People Love Pets , we explore the benefits of cross-training your veterinary team and how it can transform both hospital culture and revenue. When team members understand multiple roles, they not only improve workflow efficiency but also build stronger collaboration and reduce burnout. We discuss how cross-training fosters a culture of trust, adaptability, and shared resp...

In this episode of Choose People Love Pets , we uncover the critical role Client Service Coordinators (CSCs) play in the success of a veterinary hospital. From setting the tone of client interactions to managing the daily flow of appointments, CSCs are the frontline of patient care and team efficiency. We discuss how a great CSC can elevate the client experience, boost retention, and create a posi...

In this episode of Choose People Love Pets , we dive into the power of team referrals and volunteers in building a thriving veterinary hospital. We explore why the best hires often come from within your own network, how trusted team referrals can strengthen culture, and why volunteers are a goldmine for future talent and drive a growth mindset in your business. Learn how to create an environment w...

In this episode, we explore the impact of thoughtful leadership. We begin by highlighting the importance of gathering all the facts before offering feedback—because what seems like a mistake might actually be a decision made with the best of intentions. We also discuss how taking the time to fully understand a situation can help you avoid unnecessary conflict—sometimes things aren't as big of an i...

In this episode, we dive deep into the book Thinking in Bets by Annie Duke, exploring how the principles of decision-making in poker can be applied to leadership in veterinary medicine. We discuss the importance of embracing uncertainty and making decisions based on probabilities, rather than certainties, to improve outcomes in both business and medical practices. Through the lens of veterinary le...

In this podcast episode, the focus is on fostering a transparent and empathetic work culture by encouraging team members to communicate when they are running late or unable to come in. This practice promotes accountability and helps the team stay informed about staffing needs. It also allows those who are available to quickly pick up shifts, ensuring minimal disruption to operations. By cultivatin...

In this episode, we explore how being a great doctor in veterinary medicine isn't always about following the gold standard of care. While it's easy to feel we're doing a good job when we can provide the ideal treatment, many limitations—like client budgets, differing priorities, or the pet's specific needs—can prevent us from doing so. Instead, we emphasize the importance of making the best plan w...

In this episode, we explore how healthy competition within teams can drive camaraderie and motivation, ultimately leading to a better customer experience. The hosts discuss how friendly competition encourages employees to push each other to perform at their best, while also fostering a collaborative environment where team members support one another. By examining real-world examples, they demonstr...

In this episode, we share the tough decision to fire a client for being disrespectful to our team and how we navigated that conversation. We also discuss the importance of not taking negativity personally when clients project their frustrations onto you. Leaning on mentors and colleagues for perspective can help you learn from tough situations and let go of what you can't control. It’s a reminder...

In this episode, we dive into the concept of "Innovating with Intention"—how to navigate the discomfort and overwhelm that often accompany change, while setting up your team for success. Innovation is crucial for progress, but change can feel daunting, especially when it challenges the status quo or pushes people out of their comfort zones. The episode explores practical strategies for creating an...

In this episode, we explore how to create self-sufficient teams by empowering problem-solving skills. We highlight the importance of trust and autonomy, skill development through training and mentorship, and collaborative approaches that leverage diverse perspectives. Balancing freedom with accountability is essential, alongside continuous feedback mechanisms for learning and growth. Ultimately, w...

In this episode, we delve into the emotional impact of humane euthanasia on the veterinary hospital environment. We unpack how a candid team discussion helped alleviate tension and allowed us to share coping strategies. Our goal is to raise awareness of the unique challenges associated with humane euthanasia in our work, ensuring that no one feels alone on this journey. Submit experiences you woul...

In this episode, we dive deep into the concept of psychological safety and its critical role in fostering a productive team environment. We discuss how creating a space where team members feel safe to express their thoughts, ask questions, and admit mistakes can lead to greater collaboration and innovation. Submit experiences you would like us to unpack in our Lead By Example episodes here: ...

In this expisode, we explore the transformative power of creating social media videos as a team, highlighting how this fun and collaborative endeavor has fostered camaraderie and joy, making it a bonding experience rather than just a task. We also introduce a unique hiring strategy, “2 Beers and a Puppy,” which emphasizes character traits that enhance a positive workplace culture, focusing on iden...

The focuse on this episode is around how to best select resumes so you can interview high performing culture candidates to the best of your ability and ways to show appreciation to the team you end up choosing!  Submit experiences you would like us to unpack in our Lead By Example episodes here:  choosepeoplelovepets@outlook.com   Follow for more:   FB:  https://www.facebo...

This episode explores the unique challenges of selecting, training, and motivating leaders. It emphasizes the importance of choosing leaders who align with an organization's culture and values, noting that young leaders prioritize purpose, flexibility, and personal growth over traditional incentives. The episode highlights the need for personalized training and continuous feedback to engage these...