featuring Stith Keiser and Kate Crumley, DVM, MS | Blue Heron Consulting
When you think of a leader, who comes to mind? A hospital director? A manager? Someone with a string of letters after their name?
Sure, that’s one kind of leader. But in veterinary medicine, leadership doesn’t require a job title. In fact, some of the most impactful leaders are those who influence others through actions, compassion, and creative problem-solving—no formal title required.
Regardless of your job title, you have the power to make real change in your practice. Even small actions can have a big impact.
Leadership Starts With How You Show Up
Leadership is more than a title—it’s a mindset.
“Being a good leader begins with being able to lead yourself well.”
That might look like showing empathy during a tense moment, staying calm under pressure, or finding humor in a stressful day. It might mean taking responsibility for your impact, asking questions, being open to feedback, and lifting others up. None of those things require a business card that says “manager.”
The Qualities of an Everyday Leader
Veterinary professionals shared their take on what makes someone a leader:
- Empathy: A calm, compassionate presence others can rely on
- Adaptability: Willing to change and grow
- Communication: Open, honest, and inclusive
- Humor: Finding joy even in hard moments
- Initiative: Seeing a problem and taking action
- Collaboration: Valuing input from others and working together
“Leadership is seeing a problem and wanting to change it—then taking the initiative to do so.”
Real Leadership in Action: Small Ideas, Big Results
You don’t need sweeping change to make an impact. Some of the most memorable hospital improvements started with a simple idea:
- A technician folded a fatigue mat to help a shorter DVM gain leverage during dentals.
- A receptionist suggested a callback folder to improve communication.
- A boarding team member began printing photos of pets to send home with clients—an instant hit.
- A kennel staff member sewed handmade dog beds, improving comfort and care.
Each person saw a need and filled it. That’s leadership in its most accessible form.
From Complaints to Contributions
Let’s be honest—it’s easy to gripe. We’ve all done it. But what if we used that same energy to problem-solve?
“Often, we gripe because we feel powerless to fix the issue—or because it’s simply easier than finding a solution.”
When you notice something frustrating at your hospital, ask yourself:
- What role do I play in this problem?
- Can I remove even one obstacle?
- What’s the real root cause of this issue?
Sometimes the problem you’re seeing is just a symptom. Like the story about slow elevators solved not with faster mechanics—but with mirrors, giving people something to do while they wait.
Leadership Is a Team Sport
Creating lasting change often requires buy-in from others. But that doesn’t mean you can’t get started. If you’re concerned about overstepping, use this simple approach:
- Start with an observation: “I’ve noticed…”
- Offer a solution: “Here’s something I think could help…”
- Ask for input: “What do you think about trying this?”
Leaders appreciate team members who are solution-oriented. You don’t have to solve the entire problem yourself—but showing initiative opens the door to collaboration.
Reframing for Impact
If you want your idea to gain traction, frame it in a way that speaks to your hospital’s goals. Consider your leadership’s top priorities:
- Is it culture? Emphasize how your solution improves morale or teamwork.
- Is it client experience? Share how it enhances service or satisfaction.
- Is it patient care? Explain how it leads to better outcomes.
- Is it financial stability? Highlight cost savings or increased efficiency.
Reframing your idea around what your leaders care about most increases the likelihood of support—and success.
Overcoming the Obstacles That Hold Us Back
Many of us hesitate to speak up, even when we care deeply. Common barriers include:
- Fear of rejection
- Feeling too new or inexperienced
- Not wanting to seem “bossy”
- Worrying the idea isn’t good enough
- Feeling too busy to think big picture
But leadership is a muscle—it gets stronger the more you use it. And as one contributor shared, “Everything in life is trial and error. If you’ve never failed, you haven’t tried hard enough.”
A Story of Positivity in Action
One team member noticed two big issues: clients weren’t giving much feedback, and team members didn’t feel appreciated. Her solution? Paw print notes—one set for clients to leave feedback, and one for staff to recognize each other.
Years later, those notes still live in people’s lockers. That’s the power of small actions backed by a desire to make a difference.
Tackling Big Challenges as a Team
Some problems—like time management or cost of care—require a team approach. One hospital solved its scheduling challenges by involving every role:
- Front desk adjusted scheduling and managed expectations.
- Technicians gathered detailed histories to streamline appointments.
- Doctors balanced thoroughness with efficiency.
- Managers tied all the solutions together for a cohesive plan.
When everyone looks at the issue through their own lens and commits to one piece of the solution, incredible things happen.
Educating, Not Selling: Rethinking Cost of Care
Veterinary professionals don’t want to make care transactional—but money is a part of every client conversation. Instead of selling, frame cost discussions as education.
Start early—ideally at the first puppy or kitten visit—and break down expected lifetime costs. Talk openly about wellness plans, insurance, and preventative care. You’re not pushing products—you’re giving pet parents tools to prepare and make informed decisions.
“We don’t want to sell microchips or spays—we want to educate and prevent heartbreak down the road. Insurance is no different.”
You Already Have What It Takes
Leadership isn’t reserved for a select few. It’s a choice to show up with compassion, to solve problems creatively, and to speak up when it counts.
“There is no ‘just the’ in this profession. Everyone has the opportunity to leave a legacy.”
So whether you’re a DVM, a CSR, a technician, or a kennel assistant—know that your voice, your ideas, and your actions matter.
