Adapt Your Leadership, Change Your Practice: How to Get the Best Out of Every Employee
After I bought my practice and inherited a team, it didn’t take me long (just a few years) to realize that my team wasn’t me - not even close - so expecting them to think and act like I did was never going to happen. I wanted everyone to be high performing, driven, above and beyond people that were 100% committed to the job, like I was.
That was pretty unrealistic, and it created some painful lessons that resulted in turnover. In time, I realized I had to hire as well as I could and accept (and eventually embrace) each team member for who they were, and what skills and strengths they brought to the table and mitigate the rest.
What I learned is this: Every employee is different, and a great leader knows how and when to adapt to get the best performance from each individual by meeting each of them where they were at (apologies for the dangling participle).
In our last blog, “Stop Guessing, Start Assessing: Level up your Team’s Performance,” we introduced the Skill-Will Matrix, a tool that plots skill against will to help you assess individual performance.
If you haven’t yet, you can map out your team using the Skill-Will Matrix Workbook, and you’ll be able to see where everyone lands, which will help you understand why you’re seeing the variability in their performance. This activity will give you awareness to variations in performance.
Now what? It's time to turn that insight into action.
In this guide, we're diving into the practical application of the matrix in your veterinary practice. Let's explore how to effectively manage each type of employee, turning potential into performance and challenges into opportunities.
So, let's break down how to work with each type of team member and look at who they are, why they're in that quadrant, and how you can help them shine (or at least stop tripping over their own feet).
The Superstars: High Skill, High Will
Who are we talking about?
These are your go-to people. The ones you'd clone if you had enough time and money to do so. They're skilled, motivated, and can be counted on to go above and beyond.
What puts them here?
They know their stuff inside-and-out and are always looking to learn more
They take initiative, solve problems, and offer suggestions
They're reliable and often take on extra responsibilities
How to keep them thriving:
Provide new challenges. Let them lead projects, such as the new wellness program you've been thinking about.
Develop them. Send them to a conference or meeting, or pair them with a higher skilled mentor.
Promote them. Level up their responsibilities or move them into a new role with new challenges.
Let them teach and mentor others.
Recognize them so they know they're valued.
Watch for burnout. It’s easy for these folks to take on a lot and can overdo it.
The key here is to empower and challenge these superstars. They're your practice's secret weapon, and you want to keep them growing and influencing the whole team.
The Skilled but Uninspired: High Skill, Low Will
Who are we talking about?
These team members are highly capable but lack motivation. They've got the skill, but enthusiasm waned along the way. They might but more interested in keeping the day predictable instead of going above and beyond.
What puts them here?
They can do the job with their eyes closed and are very competent
Their passion seems to have gone on vacation
They do what's asked, but nothing more
You might catch them checking the clock and protecting the day
How to reignite their spark:
Play detective. Uncover why they're feeling 'meh' about their work with a one-on-one. Is it burnout or boredom, or something else?
Remind them of their impact. Share some heartwarming stories or glowing client reviews about their work, as well as how they are a leader.
Shake things up. Offer them a chance to learn a new specialty or lead a project that aligns with their interests.
Consider a change of scenery. Maybe a different schedule or a new assignment.
Be clear about expectations. Set some goals together and check in regularly on progress.
Let them lead. Sometimes, more responsibility can rekindle that lost motivation.
The goal is to reignite their passion and channel their skills into renewed engagement. With the right approach, you might just turn that “meh” into “yeah!”
The Eager Beavers: Low Skill, High Will
Who are we talking about?
These are your enthusiastic beginners. They're ready to take on the world. Their heart's in the right place, even if their hands aren't quite sure where to go yet.
What puts them here?
They're bubbling over with enthusiasm
Their skill set is still a work in progress
They're eager to please and quick to volunteer
They might make mistakes, but they're always keen to learn from them
How to nurture their growth:
Set them up with a solid training plan.
Pair them with a mentor.
Give clear guidelines. Checklists and protocols will be their new best friends.
Create a safe space for questions. Encourage them to speak up when they're unsure.
Set achievable goals. Help them build confidence one skill at a time.
Offer regular feedback. Weekly check-ins head off problems and give room to celebrate wins.
Praise their effort. A little recognition will keep their enthusiasm high.
With the right guidance, these eager beavers can grow into your future superstars. Their enthusiasm is infectious, so harness it to energize your whole team.
The Challenges: Low Skill, Low Will
Who are we talking about?
These team members struggle with the job and don't seem too fussed about improving. It's like playing fetch with a cat, where nobody is bringing the ball back and might just go take a nap instead. They are often lovely people, perhaps, but not quite grasping the nuances of their job and not too interested in changing.
What puts them here?
They're skill doesn’t match what the job requires
Their motivation is on permanent vacation
Mistakes are common, and improvement is slow
They might resist feedback, new ideas or changes
How to address the situation:
Be honest about their performance. It’s feedback they deserve to hear.
Create an improvement plan. Set SMART goals and stay away from "do better."
Provide extra support with training, resources and even a mentor.
Consider a role change to a position that matches their skills and interests.
Be upfront about consequences. They need to know what's at stake.
Look for and celebrate small improvements.
Check in regularly. Weekly meetings can help you stay on top of progress and adjust the plan as needed.
Remember, sometimes the kindest thing for everyone is to have a frank discussion about whether this is the right job fit. It's not an easy conversation to have, but once it’s done everyone will be relieved.
I’ve found that underperformers almost always know they’re underperforming. They struggle with meeting the expectations and are waiting for somebody to call them out on their gaps. In the meantime, they’re stressed out, wondering when that’s going to happen.
Wrapping It Up
Managing a vet practice isn't about leading clones, or leading people like yourself. There is richness in building a diverse, skilled, and motivated team that can handle anything the day throws your way.
By using the Skill-Will Matrix, you're not just managing – you're tailoring your approach to help each team member be their best. It's like having a custom treatment plan for your practice's health! (continues…)
Click the image to download the Skill-Will Matrix.
Next Steps
Once you’ve mapped everyone on The Skill-Will Matrix, plan out your next steps based on the quadrant they are in. The exercise will be eye-opening and will help you apply the strategies we've discussed more effectively.
As you work through this process, keep in mind that people can move between these quadrants.
But what about when things go beyond just low skill or low will? What if you've got a toxic employee in your midst?
Stay tuned for our next blog, where we'll dive into toxic behavior in your practice. We'll explore the warning signs, the impact on your team, and strategies to handle these challenging situations.
Need a hand implementing these ideas or dealing with tricky team dynamics? That's what we're here for! Our coaching and consulting services can help you navigate the ins and outs of veterinary practice management. Learn more about our coaching services and schedule a call today.
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