Navigating the Owner and Manager Relationship with Brent Bilhartz and Becca Bucker

When it comes to the working relationship between a practice owner and the manager, things can go smoothly or can be very rocky. This relationship is crucial for a successful practice, so how can we implement systems and improve our communication to strengthen this partnership?

Today’s guests are Brent Bilhartz and Becca Bucker from LazyPaw Animal Hospital in Frisco, Texas. Brent, the owner, relies on Becca, the manager, for certain things as she relies on him and because of their clearly defined job descriptions, there is little to no confusion or stepping on toes. By starting with these clear job descriptions and responsibilities, they also discuss today the importance of regularly scheduled meetings and not managing by ambush. This episode is packed with a lot of great tips and advice for those looking to improve their working relationship and to continue developing a strong practice culture.

[2:50] - Communication and not taking things personally is a huge component to a smooth working relationship.

[4:09] - Brent also emphasizes the importance of prioritizing meetings to properly communicate.

[5:08] - Have a system in place to be sure that meetings are not interrupted unless it is an emergency. Set the boundaries and expectations.

6:18] - If approached with something that he doesn’t need to handle, Brent directs team members to Becca.

[7:34] - Job descriptions need to be very clear and Becca says to stay in your lane.

[9:05] - The onboarding process helps make clear the person to go to for different scenarios.

[9:57] - Play to your strengths.

[11:35] - Brent gives Becca more jobs than she can handle to force delegation.

[13:08] - Sometimes a person is not upset at you, but rather the situation.

[14:08] - Always go into a situation with a cool head.

[15:08] - Some things do not need to be resolved in the hallway. Don’t manage by ambush.

[16:51] - There’s a difference between things discussed in a meeting and conversations that are just chit-chat.

[17:33] - Brent, as the owner, is not in charge of hiring and firing.

[19:00] - Try to see all points of view.

[21:28] - Commonly complained on the forum, Brent addresses why people are struggling with the owner/manager relationship.

[22:51] - At their practice, all ideas are welcome as long as everything is presented in a meeting.

[24:44] - Managers must delegate tasks. Their job is to make sure things get done, not that they are the ones that must complete them.

Thank you for listening. Remember you are not in this alone. Visit our website for more resources.