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Tracy is an accomplished and respected speaker who is known for bringing her topics to life. She regularly travels across the nation to speak at events, conferences, workshops, and individual veterinary practices. Her deeply innovative approach to practice management make her one of the most respected consultants in the entire veterinary industry.

During each speaking engagement, Tracy shares the five components of her Relationship Centered Practice Model. These components directly address some of the greatest challenges that veterinary practice owners face. You can read more about these components below.

Microphone on white background.

Tracy’s Topics

The Vision
The Team
Setting Standards
Systems A-Z
Measuring

Slide Landscape with fork rural roads in forest Identifying and Executing a Vision Your vision is one of the most important aspects of building a successful veterinary business. Every staff member must have a clear understanding of the vision; it needs to be imbued in everything you do. When you strategically implement a vision, your team will likely become more effective in their positions and will have deep ramifications for your business’s relationship and financial growth.

Learning Objectives
  • How to develop a vision and a plan to improve your practice’s future success
  • Introduction to veterinary practices in the new normal
  • How your practice can become “Relationship Centered” by utilizing empowered healthcare team members who share your veterinary knowledge to develop long lasting client relationships
  • How your practice can increase its capacity to bond and serve clients and patients through standards and systems

Slide Building a Self-Reliant Team Regardless of your responsibilities, your employees are your greatest asset. They are also the best high-return, low-risk investment you can make. However, finding and training the right employees is one of the most common problems we see in veterinary practices. During this course, Tracy will guide you through how to recruit for talent and train for skill so that your practice can sustainably flourish. She will also explain how to implement effective ongoing training for your team and how to eliminate “warm bodies” from your practice. By taking this course, you will be empowering your employees to be great leaders, and you will be cultivating a team that is efficient, confident, and loyal.

Course Objectives
  • How to recruit and retain the best, brightest, and most motivated employees
  • How to create a practice culture that empowers team members to deliver consistent, exceptional client service and healthcare through standards training
  • How to implement an ongoing training program for your team that starts on Orientation Day
  • How to lead a team to victory by creating a practice environment in which team members view their positions as careers instead of jobs
  • How to utilize the practice’s vision and core values as a measuring stick for change
  • How to delegate effectively and eliminate those “got-a-minute?” interruptions
  • How to conduct productive meetings with a mission
  • How to implement a conflict resolution policy to enable team problem solving
Close up portrait of young female surgeon doctor surrounded by her team

Slide Couple in love with dog nature dog licking man Setting Standards Your clients expect more than just exceptional care for their pets. They also expect exceptional customer service for themselves. As a practice, you want to have standards that allow you to meet and exceed these expectations…because in doing so, you can elevate your practice to the next level. This means your clients are more likely to become permanent clients, and your chances of drawing new clients increase dramatically, due to word of mouth. This course can help you establish high practice standards so you and your team can create an atmosphere that keeps your clients and their pets coming back year after year.

Learning Objectives
  • How to communicate, implement, and reiterate internal standards, thereby providing a more solid foundation upon which to build even better service and patient care
  • How to develop an image that represents the quality of service and patient care that your practice provides
  • How to create consistent, exceptional client experiences to boost loyalty and referrals
  • How to increase compliance through the generation of simple but effective communication tools
  • How to build collaborative and effective team meetings to share knowledge, team build, and deliver dedicated on-going teaching

Slide Systems A-Z To manage a veterinary practice effectively, it takes a team of people and various systems. It’s important to understand how creating systems for every aspect of your practice can benefit your business, and how this simple technique can transform it from a doctor-centered practice to a systems-dependent one. In this course, Tracy shares the critical steps to develop processes and build systems for your practice, perform the daily tasks in your hospital, and empower your team to provide consistent, exceptional client service. As a result, you will benefit from working with happier people, handling a more manageable workload, and increasing your practice’s capacity to grow.

Learning Objectives
  • The value of the relationship-centered practice model versus the traditional doctor-centered practice
  • How to develop efficient systems in every aspect of your practice
  • How to define roles and responsibilities within your team and how to delegate the necessary tasks to maximize operational efficiency
  • The importance and value of automated processes to reduce human error
Additional One-Hour Courses on Systemizing Your…
  • Outpatient visits
  • Patient surgeries and hospitalization processes
  • Appointment scheduling
Profile of a bearded man head with symbol neurons in brain

Slide Sand running through the bulbs of an hourglass measuring the passing time in a countdown to a deadline What You Measure, You Can Improve Does your practice have a standardized system for setting up and entering data into your practice management and accounting software? Many practices don’t, and as a result, productivity and profit reports are inaccurate, and if they’re inaccurate, they’re worthless. In this course, Tracy teaches you how to determine what information should be tracked at your practice, how to establish standardized rules for entering data, and the steps you need to take to end the “trash in – trash out” cycle.

Learning Objectives
  • Methods and standardization to track and measure vital financial metrics through the creation and implementation of technology in a practice’s software system and their chosen accounting software
  • How to make sense out of the service, procedural and diagnostic events compared to the expenses they endure in your business
  • How to implement simple systems to adequately manage revenue and expenses and ultimately improve operating profit
  • Understand how to create a simple practice accounting system that incorporates controls to reduce the embezzlement of funds
  • How to set the right fees for your practice and how to communicate them to your clients. Also, gain a better understanding of the consequences of discounting products and services