By: Jamie Davis, CVPM
When the word ‘culture’ is uttered, there are often thoughts of mission statements framed on a wall behind a reception desk, core values listed in an employee handbook or a once-a-year revamp of why we are a team. But we know better, don’t we?
Culture isn’t what you say your practice is about, it is what your team experiences every single day. That’s why it’s time to officially start your Culture Club.
As a child of the 80s, I immediately have a vision of Boy George singing Karma Chameleon in all his colorful outfits and uplifting beats. I’m willing to bet you are singing this in your head right about now if you are of my generation. Why am I referencing this pop band? Much like any iconic band, it only works when everyone knows the rhythm, the lyrics, and how to show up consistently.
Culture is Happening, whether you define it or not
Every veterinary practice has a culture. The question isn’t if you have one, it is whether it is intentional. Here is a great litmus test. If you are the leader of your hospital, answer the following questions. Follow this by asking your team these same questions.
- How is conflict handled when emotions run high?
- How do leaders respond to mistakes?
- How do team members speak to each other during stressful situations?
- How is appreciation shown, or not shown?
- How consistent are expectations enforced?
If the answers are vastly different, then your intended culture is not your culture. When we choose to not make culture a daily discipline, it becomes reactive, inconsistent, and often misaligned with the practice’s goals.
Culture is not a project – It's a practice
As appealing as it might sound, you will not ‘fix’ a misaligned culture with a single webinar, workshop, personality test or retreat. These can support culture, but they don’t create it. Culture is built in small, repeatable moments. How many of these would you say Yes to?
- We hold everyone accountable to the same set of standards, even when it is not convenient.
- We model calm, respectful communication in the best of times and the worst of times.
- We address issues early instead of letting resentment grow.
- We reinforce values in real situations, not just meetings
The ‘we’ refers to the entire team, regardless of position, length of time with the company or ownership status. If you didn't include everyone on your team when you answered the first time, go back and answer those again to see if your answers are the same.
The Daily Habits
Healthy culture will never happen by accident. Even with making great hires, we still must be intentional and consistent in our habits. Strong, resilient teams tend to share these common daily habits.
- Clear Expectations – Everyone needs to know what ‘good’ looks like.
- Visible Leadership – Leaders Show Up – no hiding when things get hard.
- Psychological Safety – Team asking questions, sharing ideas and admitting mistakes is commonplace. No one fears embarrassment or retaliation by bringing their authentic self to work.
- Accountability with compassion – accountability and empathy coexist; avoidance and blame are not allowed.
- Routine reflection – Pause and do a temperature check. Do the experiences of the day match your desired culture?
Membership is Mandatory
The hard truth is that everyone in your practice is already a member of your Culture Club. The real choice is if leadership defines and reinforces the culture or allows it to evolve unchecked that leads to misalignment. Remember that culture isn’t owned by management. It is shaped daily by words, actions, silence, and decisions. It is just as disruptive to say one thing and do another as it is not to say anything at all.
Is It Time for a New Beat?
Have you realized something isn’t working? Maybe turnover feels high, tension lingers, or communication breakdowns are a daily occurrence. If so, it could be time for a culture shift. Use the following Culture Shift Checklist to get started.
- Get Honest About the Current Culture – you must name it to tame it. No blaming allowed.
- Define what you want more of – clarify behaviors, not fixing people.
- Start with leadership and work your way down – culture is never a bottom-up shift.
- Small, daily changes – start small, be consistent. No excuses.
- Communicate the WHY and keep talking – silence is NOT golden when it comes to culture shift.
- Expect Discomfort – If it feels uncomfortable, you are doing it right.
Being intentional about culture doesn’t mean you are perfect. It means you are aware, aligned, and willing to do the work every single day. It’s time to shake things up and own your club! Feel free to wear big hats, colorful makeup, and braids if you have to.
About the Author
