FlightPlan: Quick Consults

Brenda Tassava Medina, CVPM, CVJ
  • 5.0 (5)
  • ENTREPRENEURSHIP

Helping you navigate the turbulence of Veterinary Practice Ownership in 20 minutes or less. After all, your practice didn't come with an owner's manual!

Episodes

  1. Conversations That Count: Leading Through the Hard Talks

    4D AGO

    Conversations That Count: Leading Through the Hard Talks

    Difficult employee conversations are unavoidable, but avoiding them can cost your practice far more in the long run. In this episode of FlightPlan: Quick Consults, Conversations That Count: Leading Through the Hard Talks, our panel explores the employee conversations leaders tend to avoid and how to handle them with clarity and intention. Topics include addressing toxic behavior even when an employee is highly skilled, aligning owners and practice managers around roles and expectations, and preparing for hard conversations that may take more than one discussion.  The episode closes with a focus on creating healthy feedback loops through curiosity, accountability, modeling expected behaviors, and giving grace. Joining Brenda for this quick consult: Carol Hurst, LVT CVPM, CVJ, CCFP, Consultant, Encore Veterinary ConsultingBrandon Hess, CVPM, CCFP, SHRM-CP, Veterinary Consultant & Practice OwnerJosh Vaisman, MAPPCP, CCFP, Founder and Lead Positive Change Agent, Flourish Veterinary ConsultingResources mentioned: Leadership Training Program with Encore Veterinary Consulting - https://encorevet.com/leadership-training/The Guide to Becoming a Leader in a Veterinary Hospital - https://www.thenestlearning.com/products/Guide-to-becoming-a-leader-in-a-veterinary-hospital.aspxThanks for listening! Website: https://encorevet.com/ Facebook: https://www.facebook.com/encoreveterinaryconsulting Instagram: @encorevetconsulting Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

    29 min
  2. Are Your Phones Working for You, or Against You?

    JAN 30

    Are Your Phones Working for You, or Against You?

    In Episode 5 of FlightPlan: Quick Consults, our panel digs into how practice leaders can tell when phone systems are truly falling short versus when it’s just a gut feeling. From call data, staffing patterns, and abandoned calls to client feedback and team stress signals, we explore the real indicators that phones may be working against you. The conversation also covers how to create better phone experiences through hospitality-focused training, confident (not robotic) scripting, tone and intonation, and giving CSRs the knowledge and freedom to communicate in their own voice. Plus, we discuss virtual CSR options as a way to support understaffed front desks. If you’re questioning whether your phones are helping or hurting your practice, this episode offers practical insights to help you turn every call into an opportunity. Panelists: Brenda Tassava Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary ConsultingDebbie Boone, CVPM, co-founder of NAAVR, Consultant at Debbie Boone ConsultingAmanda Edwards, Practice Manager at Animal Care of GreenvilleCarol Hurst, LVT, CVPM, CVJ, CCFP, Consultant at Encore Veterinary ConsultingResources mentioned: North American Association of Veterinary Receptionists - https://naavr.org/In-person CSR Bootcamps led by Carol Hurst - https://www.thenestlearning.comEncore Veterinary Consulting's Telephone Learning Center (TLC) Program - https://encorevet.com/client-experience/Thanks for listening! Website: https://encorevet.com/ Facebook: https://www.facebook.com/encoreveterinaryconsulting Instagram: @encorevetconsulting Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

    24 min
  3. Communicating Care: Forward Booking, Pricing Conversations, and Client Trust

    JAN 23

    Communicating Care: Forward Booking, Pricing Conversations, and Client Trust

    Great client care starts with great communication. In this episode of FlightPlan: Quick Consults, our panel explores how veterinary teams can build trust while clearly communicating value. Topics include creating buy-in around forward booking, positioning it as a standard of care, and using subtle communication strategies to avoid sounding pushy. The discussion also addresses how to respond when clients comment on costs—why validation matters, how clarity around services helps, and how training through role-play can prepare teams for real-life conversations. This episode offers thoughtful, actionable guidance for leaders looking to elevate both client experience and team confidence. Panelists for this episode: Brenda Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary ConsultingDebbie Hill, CVPM, SPHR, SHRM-SCP, Consultant at Encore Veterinary ConsultingTiffany Consalvo, CVPM, CCFP, Director of Leadership & Operations at Encore Vet GroupBen Spinks, Co-Owner & Managing Director at Tipp City Veterinary HospitalThanks for listening! Website: https://encorevet.com/ Facebook: https://www.facebook.com/encoreveterinaryconsulting Instagram: @encorevetconsulting Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

    20 min
  4. Leadership in Action: Building Trust, Accountability, and Psychological Safety

    JAN 16

    Leadership in Action: Building Trust, Accountability, and Psychological Safety

    What does leadership look like in real life—not just on paper? In this Leadership in Action quick consult, Brenda sits down with Carol Hurst, Brandon Hess, and Josh Vaisman to unpack what it truly takes to lead high-performing teams. From balancing approachability with clear boundaries to using vulnerability and transparency to strengthen trust, this episode dives into the everyday leadership moments that matter most. The panel also explores psychological safety—why it’s essential, how leaders can encourage honest feedback and healthy disagreement, and what it means to turn the magnifying glass back on yourself as a leader. If you’re committed to growing as a leader and creating a culture where teams feel safe, accountable, and empowered to speak up, this conversation is for you. Joining Brenda for this quick consult: Carol Hurst, LVT CVPM, CVJ, CCFP, Consultant, Encore Veterinary ConsultingBrandon Hess, CVPM, CCFP, SHRM-CP, Veterinary Consultant & Practice OwnerJosh Vaisman, MAPPCP, CCFP, Founder and Lead Positive Change Agent, Flourish Veterinary ConsultingFeatured resources: • Lead to Thrive by Josh Vaisman Thanks for listening! Website: https://encorevet.com/ Facebook: https://www.facebook.com/encoreveterinaryconsulting Instagram: @encorevetconsulting Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

    25 min
  5. Is Your Veterinary Practice Healthy? The Metrics That Matter Most

    JAN 9

    Is Your Veterinary Practice Healthy? The Metrics That Matter Most

    What does it really mean for a veterinary practice to be healthy? In this episode of FlightPlan: Quick Consults, we take a closer look at the vital signs of a thriving veterinary practice - the key indicators that go beyond surface-level numbers and reveal what’s actually happening inside the hospital. Our panel explores essential “vital signs” that signal true practice health, sharing multiple perspectives on what leaders should be monitoring and why. The conversation also dives into a timely question many practices are wrestling with: Should we be moving back to the 20-minute exam—and what’s the real impact on teams, clients, and care? From operational flow to team experience and sustainability, this quick consult offers practical insights to help practice leaders assess where they stand and make informed adjustments before small issues become bigger problems. Panelists for this episode: Brenda Medina, CVPM, CVJ, MVLCE, President of Encore Veterinary ConsultingDebbie Hill, CVPM, SPHR, SHRM-SCP, Consultant at Encore Veternary ConsultingTiffany Consalvo, CVPM, CCFP, Director of Leadership & Operations at Encore Vet GroupBen Spinks, Co-Owner & Managing Director at Tipp City Veterinary HospitalThanks for listening! Website: https://encorevet.com/ Facebook: https://www.facebook.com/encoreveterinaryconsulting Instagram: @encorevetconsulting Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

    23 min
  6. Veterinary Course Correction: Preventing Burnout Through Culture & Systems

    12/29/2025

    Veterinary Course Correction: Preventing Burnout Through Culture & Systems

    In this episode of FlightPlan: Quick Consults, host Brenda Tassava Medina, President of Encore Veterinary Consulting, sits down with three experienced veterinary leaders to talk about the early warning signs of burnout, the role culture and systems play in team well-being, and the small, practical changes that can make a big difference. Our guests share how leaders can spot burnout before it breaks a team, along with one simple 20-minute system they’ve seen save practices hours each week—reducing stress, improving clarity, and helping teams stay engaged and supported. Joining Brenda for this quick consult: Carol Hurst, LVT CVPM, CVJ, CCFP, Consultant, Encore Veterinary ConsultingBrandon Hess, CVPM, CCFP, SHRM-CP, Veterinary Consultant & Practice OwnerJosh Vaisman, MAPPCP, CCFP, Founder and Lead Positive Change Agent, Flourish Veterinary ConsultingIf you’re a veterinary leader looking for realistic, actionable ways to protect your team and create a healthier practice environment, this episode offers insights you can start using right away. __ Resources mentioned during episode: Compassion-Satisfaction Accreditation (C-SAW) ProgramBook - Off Balance: Getting Beyond the Work-Life Balance Myth to Personal and Professional Satisfaction by Matthew KellyThe Finch AppThanks for listening! Website: https://encorevet.com/ Facebook: https://www.facebook.com/encoreveterinaryconsulting Instagram: @encorevetconsulting Linkedin: https://www.linkedin.com/company/encore-veterinary-consulting

    27 min
  • 6 Episodes

Ratings & Reviews

5
out of 5
5 Ratings

About

Helping you navigate the turbulence of Veterinary Practice Ownership in 20 minutes or less. After all, your practice didn't come with an owner's manual!

Information

  • Creator
    Brenda Tassava Medina, CVPM, CVJ
  • Years Active
    2025 - 2026
  • Episodes
    6
  • Rating
    Clean
  • Copyright
    © 2026 FlightPlan: Quick Consults
  • Show Website
    FlightPlan: Quick Consults