The Business of Healing Pets, Trupanion’s blog series written by Stith Keiser of Blue Heron Consulting, takes a deep dive into the business side of animal medicine. Look for new installments featuring topics such as business best practices, effective leadership, strategic hiring, and more.
Lesson I: True leaders create an environment where you can fail, without being a failure.
Assuming we have the right team members, a failure to operate autonomously, yet collaboratively toward the achievement of a vision, is often the product of the environment we’ve created. We can’t expect a team to try new things—new techniques, new protocols, new processes—if we jump all over them the second they mess up. Real leaders create an environment where innovation and creativity are encouraged and where genuine, innocent mistakes are acknowledged and used to build confidence and lessons, not used to tear people down.
Lesson II: People buy into the leader, then the vision.
I’ll never forget the first hospital I owned. I remember walking in after closing, so excited to share my vision of better medicine and improved client experience. I shared my grandiose vision during a staff meeting and after wrapping up, a senior technician stood up and said, “Son, I’ve been doing this since before you were born. The way we’ve been doing it works just fine and I’ve got no plans to change.” And with that, she walked out.
I see so many young, enthusiastic managers, associates, and new owners make the same mistake I did. We ask our teams to trust a vision and journey before we’ve earned their trust ourselves. People have to buy into you before they’ll buy into your vision.
Lesson III: Leadership is not developed in a day, it develops daily.
It’s easy, at least for me, to look at industry leaders in our profession and think I’ll never be able to reach their level. In reality, though, those leaders didn’t get there in a day. While some natural traits might help, leadership is not something we have to be born with. Leadership is intentional. To develop as leaders, we must choose to do so. If you’re ready to develop, I recommend picking up, or listening to, the following books:
The 21 Irrefutable Laws of Leadership by John Maxwell
Good to Great by James C. Collins
The 7 Habits of Highly Effective People by Stephen Covey
Built to Last by James C. Collins and Jerry I. Porras
How To Win Friends and Influence People by Dale Carnegie
Lesson IV: A leader’s potential is determined by those closest to her.
As a profession, we’ve unfortunately earned the reputation of hiring quickly and firing slowly. Your leadership potential is linked to those with whom you surround yourself, from mentors to partners, peers, and team members. If you want to lead your team to new heights, it starts with getting the right people on your team in the right seats.
Lesson V: Fake it not until you make it, but until you become it.
Amy Cuddy shared
this lesson in a Ted Talk and it’s particularly applicable in our profession
where many of us suffer from imposter syndrome and are scared to take that
first step for fear of failure. Leaders don’t have to have all the information
or all the right answers all the time. Former General Colin Powell once
suggested that if we make a decision with less than 40% of the information we
need, we’re being irresponsible. If we delay a decision until we have greater
than 70% of the information we think we need, the opportunity has often already
passed us by.
The decision to be a leader starts with you. It starts by identifying a void that needs to be filled and then filling it. Leadership starts with you, but the true measure of leadership isn’t just what you achieve, it’s what is achieved from the foundation you build.
In our series finale, we’ll explore how you can build a lasting legacy.
Stith Keiser is the Chief Executive Officer for Blue Heron Consulting, a group specializing in veterinary practice management coaching. In addition to consulting, Stith is a managing partner at a handful of veterinary practices and collaborates on the advancement of professional development curriculums at several veterinary schools as an adjunct faculty member. In his free time, Stith enjoys spending time with his wife, family, friends, and two dogs, a Red Heeler and black Lab, in the outdoors.
Mairi brings her dog, Nox, to Trupanion every day, where she works on the marketing team and Nox supervises in between play time. She's a fan of superhero movies and must go into every bookstore that crosses her path. In her free time you can probably catch her reading, hanging out with Nox, planning her next trip, or binging a new show.