Creative Discipline with Jessie Merritt

<p><span style="font-weight: 400;">In this post-pandemic climate, we have discovered that discipline for not following protocol has changed. Managers are feeling the pressure to maintain these protocols and keep turnover rates as low as possible by keeping a happy and efficient team. It is certainly more complicated than it was pre-Covid and today’s guest helps us with her tips and passion for team dynamics.</span></p> <p><span style="font-weight: 400;">Jessie Merritt joins us today as the Practice Manager of Oswego Veterinary Hospital. She is active within the Veterinary Hospital Managers Association and in her 19 years as a practice manager, Jessie has found her strength in practice culture, team dynamics, and client retention. In today’s episode, Jessie shares how her practice has seen little turnover in the last couple of years and how she maintains healthy boundaries with team members. Although keeping these boundaries is important, Jessie is able to also show her genuine care and transparency in motivation to keep her team working efficiently and meeting expectations.</span></p> <h3><span style="font-weight: 400;">Show Notes:</span></h3> <p><span style="font-weight: 400;">[2:25] - In the beginning of the pandemic, a lot of performance measures were overlooked.</span></p> <p><span style="font-weight: 400;">[3:35] - Jessie shares how she was clear that these temporary conditions were not the new normal as offering grace was important during that time.</span></p> <p><span style="font-weight: 400;">[4:50] - Client service changed drastically for a while with curbside for a long while.</span></p> <p><span style="font-weight: 400;">[6:30] - Jessie explains how the changes in employment and the “playing field” have impacted the way she has conversations with employees.</span></p> <p><span style="font-weight: 400;">[8:23] - It’s one thing to offer raises or bonuses as they are earned but another to feel obligated to be forced to.</span></p> <p><span style="font-weight: 400;">[10:08] - The ripple effects of turnover