2025 Annual Meeting & Conference

The Heartbeat of Exceptional Veterinary Leadership
David Suson
Great veterinary care isn't just about medicine—it's about people. Your staff is the heartbeat of your hospital, and how you lead them shapes every client interaction, every pet's experience, and, ultimately, your business's success. In this thought-provoking and energizing keynote, you'll discover the key to inspiring your team, elevating accountability, and creating a culture where employees don't just show up—they are engaged. Through eye-opening insights and real-world examples, you'll challenge how you see leadership, uncover hidden barriers to team success, and walk away with powerful strategies to lead with impact, empathy, and excellence.

Navigate the Economy
Jeremy Bess and Patrick Luce
In a world where uncertainty is the only constant, navigating the complexities of the economy can lead to decision-making paralysis. Have you ever read positive economic news only to find out on LinkedIn that one of your connections was part of a mass layoff? Amidst the information overload and click-bait headlines, understanding economic realities becomes increasingly challenging.

This session is designed to empower attendees with data-driven insights to cut through the noise. This presentation will connect the veterinary market dynamics with the core economic phenomena you deal with daily.

Join us for outlooks from experts who will explore these critical areas, providing clear, unbiased perspectives on the current economic landscape. Equip yourself with the knowledge and tools to make informed decisions in an ever-evolving economic environment.

Track A: The Employment Law Roundup: What Just Happened and What’s Coming Next
Lara de Leon
The workplace is evolving at lightning speed, and the legal landscape is shifting just as fast. In this high-impact session, we’ll break down the most critical employment law developments from the past 12 months—from game-changing legislation to groundbreaking litigation and bold new moves by enforcement agencies. We’ll also tackle the growing influence of AI in the workplace, including how regulators are responding and what it means for hiring, monitoring, and managing your workforce. Most importantly, we’ll arm you with forward-thinking strategies to help your organization stay ahead of the curve—and ready for whatever comes next.

Track B: Addressing Efficiency Challenges: A Practical Approach to Streamlining Your Practice
Michelle Campoli, 
Gaining efficiencies is a perpetually iterative exercise. Kaizen, anyone?!

We often find ourselves in reactive mode and implement quick fixes. While this can address short-term needs, this approach can often miss the underlying issue(s). By treating the improvement process as you would a patient, diagnosing and treating the underlying cause, you will find and implement better solutions than just treating symptomatically.

Knowing where or how to start is often the biggest hurdle. The good news is that efficiency gains usually hide in plain sight; it may just take a slight change in focus and thinking to see them. Small changes can drive significant improvements across your technologies, people, and processes.

We'll discuss how to:
•    Identify and prioritize opportunities at your practice
•    Devise actionable solutions that enhance productivity without compromising accuracy
•    Engage your team to be part of the 'find and fix' process 

Track C: Beyond the Exam Room: Elevating Client Experience to Build Loyalty, Reputation, and Trust
David Suson
In veterinary medicine, client experience isn't just about pet care but human care. This engaging session explains why exceptional client experience starts with a thriving, supported team. Discover proven strategies to boost client loyalty, enhance reputation, and ease client anxiety—beginning when they walk through the door. From empathetic communication to small, powerful gestures (like a handwritten sympathy card), learn how to create unforgettable experiences that turn clients into lifelong advocates. Walk away with actionable insights to transform your practice into a place where staff and clients feel valued, heard, and cared for.

Track A: Strength through Strategic Empathy: Building an Emotionally Intelligent and Resilient Team 
Karen Hart, CVPM
In a field where science, emotion, and analytical thinking converge, teams that balance logic with empathy contribute to creating sustainable veterinary hospitals. This lecture explores the advantages of strategically and intentionally applying soft skills in veterinary medicine. We will discuss key concepts such as strategic empathy, enlightened self-interest, radical candor, and emotional economics. Following this, we will focus on how to apply these concepts to develop emotional intelligence and resilience, both personally and within team training. Participants will gain actionable insights to foster a positive workplace culture, enhance employee performance and development, build strong client relationships, and achieve sustained organizational growth and profitability.

Track B: Unlocking Potential: Rethinking Hiring Beyond Experience
Melissa Thompson, Ph.D.

In today's competitive landscape, talent shortages require companies to evolve their hiring strategies. This program emphasizes valuing potential, adaptability, and a growth mindset over prior experience.

Learning Outcomes:
•    Learn how to recognize a growth mindset and potential during interviews
•    Discover when to invest in candidates who lack traditional experience 
•    Explore strategies to nurture early-career employees into top performers

Track C: Pricing Strategies for Sustainable Success
Debbie Hill, CVPM SPHR SHRM-SCP

In the ever-evolving landscape of veterinary care, setting appropriate fees for services and products is a critical component of running a successful practice. This educational session aims to demystify the complexities of fee setting. Attendees will explore strategies for pricing services such as surgery, medical treatments, and professional consultations while also considering the nuances of pricing products. By understanding the cost per hour or minute of services and effectively utilizing loss leaders, managers can ensure compliance, maintain the practice's good reputation, and ultimately achieve desired profitability.

Participants will delve into the intricacies of service pricing, examining area pricing, market placement, and the decision to itemize or bundle services. Special focus will be given to the challenges of pricing lab services, where set scales rarely apply, and leveraging negotiations for special pricing on select lab tests. The session will encourage managers to contemplate their market positioning—whether aligning with premium or budget-oriented brands—while staying attuned to regional demographics and competitive pricing. With practical insights and data-driven strategies, this session equips veterinary businesses with the tools to establish a fee structure that supports sustainable growth and client satisfaction.

Pay Attention to What I Meant, Not What I Said: Decoding the Dance Between Intention and Perception
Rob Best
Ever feel like your communication gets lost in translation? Join a real-life expert in deception detection, and let's crack the code of congruent communication, where body language can contradict or amplify your spoken words. We'll explore how nonverbal cues dramatically impact how your message is received and bridge the gap between intention and perception by harnessing the power of your body language. And we'll learn to read nonverbal cues in others as we ensure your messages land with clarity and impact for building stronger, more trusting relationships with your team.

Objectives
•    Discuss the crucial importance of congruence when communicating
•    Examine nonverbal cues and lesser-known meanings behind body language
•    Interpret nonverbal cues in others and how to respond
•    Illustrate how body language influences others
•    Applying this information to become a more effective leader: building more trusting relationships

Grappling with Gremlins: Three Ways to Manage Imposter Syndrome
Tina Robinson
Help leaders at all levels in your organization - including yourselves - manage the inner voices that diminish self-confidence, dent resilience, and deplete motivation. We all have gremlins, those inner critics that emerge from early incidents with early influencers and attach firmly to our psyche. They might whisper, “You're not good enough! You don't belong here! You can't hack this!” They want us to stay safe and survive. But while their intentions are good, they're not in charge. In this active and engaging workshop, Tina Schust Robinson offers practical ways to grapple with the gremlins that can keep us small, scared, and stuck. 

Learning objectives include:
•    Assess where, when, and how the gremlins speak. 
•    Understand how the gremlins affect the leader's behavior and mindset. 
•    Name the gremlins to begin establishing authority over them. 
•    Develop management techniques to limit the gremlins' effects.

Track A: Just Keep Swimming: What To Do When You're Drowning at Work and in Life
Rob Best
Just Keep Swimming: What To Do When You're Drowning at Work and in Life

300 to 1,000 words of self-talk enter your mind every minute of every day. You can allow this self-talk to drive your emotions and behaviors or take control of your self-talk and grow your resilience. Stories from people like Simon Sinek and Kobe Bryant will illustrate how conscious decisions to become more present can help us to narrate our own stories, reduce stress, build executive function and self-regulation, and improve our ability to cope with, adapt to, and even prevent adversity.

Objectives
•    Increase your self-awareness and self-regulation
•    Become more agile in overcoming obstacles
•    Reverse the negative effects of stress
•    Construct a practical action plan for pushing through adversity

Track B: Opportunities and Mistakes When Setting Fees
Darren Osborne, MA
This workshop will explore the research on consumer and veterinary behaviors related to veterinary fees. A key focus for Darren will be addressing the challenges of discussing and increasing fees. He will also present research on strategies for maintaining financial stability during economic downturns through strategic fee adjustments.

Participants are invited to complete a brief fee survey before the event. The collected fee data will be presented anonymously. This session will go beyond simple comparisons; participants will gain insights into how their fees align with broader trends and detailed fee analyses. The data will identify potential areas where specific fee adjustments could be advantageous.

Each participant completing the fee survey will receive a detailed report providing further context for understanding their fee structures.

Track C: Uniquely Human: Doubling Down on Critical Skills in the Age of AI
Tina Robinson
The robots are coming. What's a human to do? Become more human - identifying, developing, and optimizing the most human skills. Yes, the ones we often think of as "soft." Roger Enrico, former CEO and Chairman of PepsiCo, said, "The soft stuff is always harder than the hard stuff." This session, led by Tina Schust Robinson, founder of WorkJoy, will help leaders draft strategies for developing the most in-demand human skills in their employees (and themselves!), including how to coach, teach, and measure these critical competencies. 

Learning objectives include: 
•    Identify the soft skills most aligned with driving results in your organization. 
•    Identify development strategies to build, enhance, and increase these skills in your current workforce. 
•    Design measurements of these skills to evaluate the ROI of your development strategies.

Track A: From Data to Action: A Leader's Role in Cultivating Veterinary Well-being
Addie Reinhard, DVM, MS
Veterinarians and veterinary support staff often face high risks of stress, burnout, and other mental health issues. This presentation will examine the reasons behind these challenges and explore what leaders can do to mitigate them. We will start by reviewing the latest research on mental health and well-being in the veterinary field. Next, we'll identify strategies for leaders to foster healthier work environments. The program will also highlight available well-being resources, including practical tools that can be implemented to improve mental health in the veterinary profession.

Learning Objectives:
1.    Explain recent research findings on mental health and well-being in the veterinary profession.
2.    Describe the 4 A's of creating a mentally healthy workplace.
3.    Identify three strategies, both individual and organizational, to enhance well-being.

Track B: Guiding Your Team: Fostering Self-Actualization Through Psychological Safety
Marcus Sylvas, Ph.D.
Many employers face challenges in recruiting top talent and retaining employees. Could it be that your organization isn't offering the experiences employees need to thrive? If recruitment and retention are concerns, this session is for you! Discover how self-actualization plays a crucial role in enhancing an employee's experience. We'll explore psychological safety strategies that can transform how your team enjoys their work, leading to unprecedented satisfaction and performance.

Track C: Your Practice Needs an Operating Budget 
Grace Ursery, BA, RVT, CVPM
This presentation explains why an operating budget is essential for any veterinary practice aiming to achieve profitability within a given year and have the financial resources for long-term success. It will provide an overview of the three critical financial statements any business needs, focusing on the income statement.

Using the framework of a veterinary chart of accounts, the presentation will break down the components of a practice's Profit & Loss report, show where those values come from, and explain how daily actions on the hospital floor impact those numbers. By defining an operating budget and detailing its key components—such as revenue projections, fixed and variable costs, operating expenses, and net income/profit margin goals—practice leadership will better understand how these elements support their strategic business plan.

With this foundational knowledge, we will discuss building a budget based on past performance and anticipated future events.

The benefits of having an operating budget include improved financial control and accountability, enhanced strategic decision-making, effective performance tracking, better cash flow management, and increased ownership confidence. Finally, we will address common challenges such as overestimating revenue, unexpected expenses, and resistance to change, emphasizing that overcoming these obstacles is crucial for building profit and securing the future of the veterinary practice.

Track A: Breaking Barriers and Building Bridges: Why Inclusion and Accessibility Matters in Veterinary Medicine
Susie Crockett, CVPM
Veterinary medicine is about more than just treating animals—it's about understanding and serving the people who love them. In today's diverse world, ensuring that veterinary care is accessible, culturally competent, and inclusive is essential to providing the best possible service to clients and patients.

This engaging session will feature a lecture and a dynamic panel discussion with veterinary professionals. Together, we will explore real-world challenges and solutions for fostering inclusivity in veterinary practice. This session will provide actionable insights and a thought-provoking discussion on the future of diversity, equity, and inclusion in veterinary medicine. Join us as we break barriers, challenge norms, and work toward a profession that genuinely serves every pet and every person.

Track B: Revitalizing Personal Connections in Veterinary Care: Tackling Declining Client Visits
Brittany Yost, CVPM
Industry insights indicate a downward trend in client visits and revenue, emphasizing the pressing need to address customer service issues within veterinary practices. Although technology has enhanced workflow efficiency, it has inadvertently affected personalized care and weakened the bond between clients and veterinarians. This presentation will delve into the reasons behind this decline and offer strategies to transform veterinary care from a business-oriented interaction to one that fosters strong, personal connections between clients and their veterinarians.

Track C: From Frazzled to Focused: Navigating Stress in Veterinary Medicine
Kimberly Mackey, MS, CVPM
The veterinary world is fast, demanding, and full of high-stakes moments. Long hours, urgent cases, and emotional clients can leave even the most experienced professionals feeling frazzled. In this intense environment, veterinary staff must stay resilient, focused, and adaptable. But excelling in this setting isn't just about keeping up; it's about developing the skills to handle pressure with confidence and control. In this presentation, Kim will dive into practical techniques to manage stress, improve communication, and enhance teamwork in a fast-paced clinical setting. Learn to stay organized under pressure, manage time effectively, and set boundaries to prevent burnout. Discover how adaptability, collaboration, and perseverance are crucial in providing top-notch patient care while maintaining your well-being. With the right mindset and strategies, you'll survive and thrive in the fast-paced world of veterinary medicine.

A View from the Trenches – Critical Industry Events and Trends Shaping the Veterinary Marketplace
Speaker: Travis Meredith, DVM, MBA, Dip ACT.
We continue to adapt and progress in the ever-evolving field of veterinary medicine. Our marketplace has experienced numerous positive and negative changes, impacting how practices meet the needs of their patients and clients today. This presentation examines several of the most pressing changes in the veterinary marketplace and their effects on practice health and viability. It combines financial data, labor information, and consumer research studies to view the companion animal business model comprehensively.

An Essential Economic Update for Veterinary Practice Leaders
Speaker: Chris Doherty, DVM, CBV, MBA
This session offers a comprehensive overview of the current economic landscape affecting veterinary practices. Attendees will gain insights into key economic indicators, workforce demographics, and veterinary profession trends. The presentation will synthesize data from recent AVMA research, including the Pet Demographics Survey, Graduating Senior Survey, Census of Veterinarians, and the Practice Owner Survey, providing a holistic view of the profession's economic health.
 
This session is designed for veterinary practice leaders who want to align their operations with the profession's latest economic developments.

Insights from NAVTA's 2024 Demographic Survey
Speaker: Beckie Mossor, RVT
Join us for an in-depth analysis of NAVTA’s 2024 Demographic Survey, which sheds light on the current state and future trajectory of the Veterinary Technician profession. This session will explore four major themes: professional credentials and identity, income and job satisfaction, role clarity and skill utilization, and wellness and professional challenges. Discover key findings on credentialing, income trends, job satisfaction levels, workload, and the impact of compassion fatigue.