Ask Shawn: How to build a better team

I'm the manager of a small practice with no 'superstar' team members. Employees fail to follow through on tasks, and I find myself babysitting and putting out fires on a daily basis. But the practice owner is reluctant to fire anyone. What do I do? —SEARCHING FOR SUPERSTARS

DEAR SEARCHING:

This is a common problem for veterinary practice managers. There are plenty of incompetent team members out there and plenty of practice owners who hang on to these underperformers out of unwarranted loyalty. To address the problem, ask yourself the following "diagnostic" questions, which will help shape your conversation with the practice owners:

> Does your job description call for you to work on the business or in the business? If it's to work on the business, you need permission to manage employees.

> Do the hospital's mission and values support your actions or the owner's actions?

> How does the system reward this behavior? What is the result of the practice owners undermining you and your support staff?

> Have the practice owners properly trained and set expectations for team members?

Find the answers to these questions, and then take them to the practice owner. Ask him or her what you're expected to do when the two of you hold different expectations for team members. Hopefully, you can find a middle ground. If not, it may be worth considering whether your talents would be more appreciated at another practice. —SHAWN

Shawn McVey, MA, MSW, is CEO of McVey Management Solutions in Phoenix. He'll present "Co-worker cohesiveness: A solid team is good for you and pets," at Firstline Live, held in conjunction with the CVC in San Diego, on Nov. 4. For more info, visit thecvc.com