Shows
Choose People Love PetsAI Meets Intuition: How We Use ChatGPT to Hire for CultureCan 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 the exact questions they ask, how they involve their team in the process, and the surprising ways AI has helped them hire for culture, not just credentials. You’ll laugh (cutoff butt shorts at an interview?), you’...2025-07-2829 min
Choose People Love PetsDVM Off Script: Dr. Jack MurrayIn 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, emotional resilience in veterinary practice, and the importance of supportive relationships. Dr. Murray emphasizes the need for veterinarians to challenge traditional career paths and pursue what truly brings them joy and fulfillment. Dr. Jack Murray LinkedIn: https://www.linkedin.com/i...2025-07-141h 07Choose People Love Pets“Is It a Real Problem?”: How to Spot When a Behavior Needs AddressingIn 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 clients, team morale, and culture What to do when multiple people are reporting a concern The value of fee...2025-06-3017 min
Choose People Love PetsDVM Off Script: Dr. Jill ClarkDr. 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 career Why CSRs deserve education, recognition, and investment How to fire with compassion — and why it matters Creating cultures where people stay, grow, and thrive2025-06-161h 26Choose People Love PetsWe Listen, We Judge, We Show CompassionIn 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 the benefit of the doubt can embody compassion The difference between emotional intelligence and poor behavior (hint: boundaries still matter!) Practical examples of how values t...2025-06-0211 min
Choose People Love PetsDVM Off Script: Dr. Cindy TriceIn 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 story is one of creativity, compassion, and courage. She opens up about her recovery after a traumatic car accident, her cancer diagnosis, and how her personal experiences shaped her approach to leadership and entrepreneurship. 2025-05-191h 34Choose People Love PetsTrain Your Clients: Boundaries, Burnout, and the Culture You Build 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 for your team. From not giving out your personal number, to handling unrealistic expectations around call-backs and fear-free care, they share real examples and actionable strategies for both doctors and CSRs. Plus, they explore how standa...2025-05-0522 minChoose People Love PetsFinessing Feedback: Training Your Team to hold each other accountableYour 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 the message? And at the heart of it all? Curiosity. Approaching conversations with curiosity instead of assumptions is what keeps feed...2025-04-2120 minChoose People Love PetsSimplifying Financial Conversations with Pet ParentsFinancial 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 prioritize care with respect and empathy — including how and when to use low-cost partners. And most importantly, we remind you to stand tall in the value your hospital provides. You’re...2025-04-0711 minChoose People Love PetsHow Cross Training Impacts Culture & Revenue 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 responsibility—while also increasing revenue by minimizing bottlenecks and improving client service. Learn practical strategies to implement cross-training without overwhelming your team and start creating a more resilient, high-performing hospital today! Submit experiences you would like us to un...2025-03-2417 minChoose People Love PetsHow Client Service Coordinators Make or Break Your BusinessIn 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 positive work environment—while a poor fit can lead to frustration, lost revenue, and team burnout. Tune in to learn how to hire, train, and empower CSCs who truly make a difference! Shout ou...2025-03-1025 minChoose People Love PetsHow Team Referrals & Volunteers Build an Allstar Team 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 where employees feel excited to recommend great candidates and where passionate volunteers seamlessly transition into all-star team members. If you're looking to grow your hospital with engaged, mission-driven people, this episode is...2025-02-2414 minChoose People Love PetsPause, Gather, Empower: Effective Leadership through Thoughtful FeedbackIn 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 issue as they first appear. Finally, we focus on the power of positive reinforcement, showing how you can encourage the behaviors you want to see more of in your team. Tune in to lear...2025-02-1014 minChoose People Love PetsThinking In Bets by Annie DukeIn 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 leadership, we explore how making decisions with incomplete information is a daily reality—whether it's diagnosing a pet's condition or managing team dynamics. We break down Duke's concept of “thinking in bets” and how it can help u...2025-01-2731 minChoose People Love PetsImproving Attendance with Transparency & EmpathyIn 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 cultivating open communication, the team can work together more efficiently and support one another in a positive work environment. Submit experiences you would like us to unpack in our Lead By Example episodes here: choosepeoplelovepets@o...2025-01-1308 minChoose People Love PetsLets Redefine What Makes Us Good Doctors / Veterinary ProfessionalsIn 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 within the given constraints and redefining what it means to practice good medicine. By being kinder to ourselves and accepting that perfect care isn’t always possible, we can help alleviate the burnou...2024-12-3013 minChoose People Love PetsCompetition Drives CamaraderieIn 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 demonstrate how this balance of competition and cooperation boosts productivity, sparks innovation, and enhances the overall service provided to customers, creating a culture that not only motivates employees but also delivers exceptional customer interactions. Submit experiences you would like us to...2024-12-1616 minChoose People Love PetsWe Fired A Client 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 to prioritize mental health, set boundaries, and protect your team’s well-being. #MentalHealthMatters #ClientBoundaries #TeamWellBeing Submit experiences you would like us to unpack in our Lead By Example epis...2024-12-0219 minChoose People Love PetsInnovating With IntentionIn 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 environment where innovation is not just accepted, but embraced. Key takeaways include: Understanding the Why: It's essential to help your team understand the why behind the change. When the vision is clear an...2024-11-1820 minChoose People Love PetsCreating Self-Sufficient Teams Through Empowering Problem SolvingIn 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, we provide practical tips for leaders, showing that empowered teams enhance problem-solving capabilities and boost overall morale and productivity. Submit experiences you would like us to unpack in our Lead By Example episodes here: choosepeoplelovepets@outlook.com Follow for more: FB: https://www.fac...2024-11-0415 minChoose People Love PetsEuthanasia's Cultural InfluenceIn 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 would like us to unpack in our Lead By Example episodes here: choosepeoplelovepets@outlook.com Follow for more: FB: https://www.facebook.com/profile.php?id=61556480229406&mibextid=LQQJ4d IG...2024-10-2111 minChoose People Love PetsFail Forward with Psychological SafetyIn 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: choosepeoplelovepets@outlook.com Follow for more: FB: https://www.facebook.com/profile.php?id=61556480229406&mibextid=LQQJ4d IG: https://www.instagram.com/choosepeoplelovepets?igsh=MTVzZjc4ZHE4MWd2NQ%3D...2024-10-0718 minChoose People Love PetsSocial Media & Hiring Strategy: 2 Beers and a Puppy 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 identifying trustworthy qualities in applicants to ensure they align with our team’s values. Join us for insights, laughter, and a look at how prioritizing fun can truly transform teamwork! Submit experiences you would like us to unp...2024-09-2319 minChoose People Love PetsResumes & Team Appreciation 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.facebook.com/profile.php?id=61556480229406&mibextid=LQQJ4d IG: https://www.instagram.com/choosepeoplelovepets?igsh=MTVzZjc4ZHE4MWd2NQ%3D%3D&utm_source=qr LI: https://www.linkedin...2024-09-0922 minChoose People Love PetsHEB Part 2: Selecting, Cultivating, and Maintaining LeadersThis 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 young leaders effectively. Submit experiences you would like us to unpack in our Lead By Example episodes here: choosepeoplelovepets@outlook.com Follow for more: FB: https://www.facebook.com/profile.php?id=61556480229406&mibextid=LQQJ4d IG: https://www.in...2024-08-261h 04Choose People Love PetsIt's Okay To Fire Your ClientIn this episode we explore the importance of setting and enforcing clear boundaries with clients to protect your veterinary hospital's culture. We discuss how removing problematic clients can enhance workplace morale and create a more enjoyable environment for your team. Real-life stories illustrate the positive impact of these tough decisions. Tune in to learn how prioritizing your team's well-being fosters a culture of trust and support. Submit experiences you would like us to unpack in our Lead By Example episodes here: choosepeoplelovepets@outlook.com Follow for more: FB: https://www.facebook.com/profile.php...2024-08-1215 minChoose People Love PetsLead By Example: Roaches and Personal HygieneIn this 'Lead By Example' (LBE) episode, we explore two challenging scenarios in a veterinary hospital setting. First, we discuss a situation where a client brings roaches into the appointment, providing strategies on how to professionally and tactfully address the issue while ensuring the health and safety of the hospital environment. In the second scenario, we cover the delicate topic of talking to a team member about their body odor, offering tips on how to approach the conversation with sensitivity and respect to maintain a positive and comfortable workplace atmosphere. Submit experiences you would like u...2024-07-2922 minChoose People Love PetsHEB: Retention through Transition with Sakura Kale In this episode, discover how HEB, a Texas based grocery store company, successfully retains employees through leadership transitions and what veterinary medicine can learn from this approach. We interview HEB leader, Sakura Kale, who has worked for 18 years with this nationally top ranked company for culture. We compare and contrast HEB's approach with that of veterinary medicine, highlighting lessons that can be adapted to improve leadership transitions and reduce turnover in veterinary hospitals. Submit experiences you would like us to unpack in our Lead By Example episodes here: choosepeoplelovepets@outlook.com Follo...2024-07-151h 05Choose People Love PetsDefining Culture, Leadership and ValuesIn this episode we define culture and leadership in veterinary medicine, the discussion revolves around various leadership styles, emphasizing the importance of effective leadership in creating a positive hospital environment. Submit experiences you would like us to unpack in our Lead By Example episodes here: choosepeoplelovepets@outlook.com 2024-07-0123 minChoose People Love PetsTrailer-About UsIntroducing your hosts: Dr. Brianna Armstrong and Phoebe Valdez. Together, Brianna and Phoebe explore the intersection of leadership and culture in veterinary medicine, sharing stories, strategies, and practical tips to empower both seasoned professionals and those just starting their journey in this fulfilling yet demanding field. Reach out to us at: choosepeoplelovepets@outlook.com 2024-07-0109 min