ThomHaig: I'd like to introduce my cohorts from VPC: Susan is a practice owner, consultant and CVPM from Virginia; Heather is a practice administrator, RVT, and MBA from Lake Tahoe Nevada and I'm just an old dog doc from Minden, NV.

This is another of our free for all sessions about what you do to thank your staff during the holidays. I think we'll start by Heather explaining the reasons for our politically correct title, then we'll take questions.

HeatherHowell: We like to have "staff appreciation" rather than Christmas or Hannukah or other holiday terms this time of year because we have had staff members that were very religious, but not Christian or Jewish and would not attend functions or accept gifts that were holiday oriented. And most of us are really trying to appreciate and recognize our staff this time of year any way.

ThomHaig: So what do y'all do for this time of year?

AdrianKreeger: Party/Dinner at our home

ThomHaig: Does anybody still give the traditional bonus? Y or N?

• CraigClouse: y
• KeithLund: y
• JenniferWeber: y
• KevinReed: y...
• HeatherHowell: n
• PhyllisWebster: y
• AdrianKreeger: y
• BillConnollyIII: y
• KevinReed: ...begrudgingly...almost seems like it is expected.....

SusanStrattman: I think it is important to put some thought into this because it is important to each of your team members.

MichelleFord: I think I am the only tech on...so I will say no it is not expected. although I am sure no one would turn it down.

AdrianKreeger: For those that give bonuses...what is an amount range?

KevinReed: I have a call in to my bookkeeper tonight... to see what I paid last year. ... But here are my feelings...in light of what happened in September, I am just glad that I have not had any "lay offs".....look at all the Fortune 500 companies...count their numbers.

KateMcduffee: We generally get ~1 week's take home pay. Plus dinner at one of our local establishments (last night).

JenniferWeber: I pay one weeks wages....but I think a percentage of increase in the gross would be more appropriate.

ThomHaig: Does anybody have a formal bonus program?

PaulPion: I have a question for Jennifer.... why not increase in profits? you could make less profit if costs went up and still pay a big bonus

JenniferWeber: That would probably be even better. What is considered a "formal bonus program" something actually in a policies and procedures manual?

ThomHaig: Not that formal, but a program that everybody understands!

PaulPion: Seems that is all leading to a situation like in Europe where it is pretty much standard for all to get an extra month salary, but I'm sure that as a result salaries have adjusted so it is still what would be paid annually with no bonus. I have always resisted bonuses at Xmas because it becomes expected; but I think I like the idea of a pct of increase in profits... excluding owner's salaries.

JenniferWeber: Gee would anyone be fooled?

HeatherHowell: Paul's point and Kevin's point are why it is important to remember that you are focusing on staff appreciation. Typically doctors feel like their staff expects something and they have this jaded view about X-mas bonuses. Therefore, it's important to keep in mind what your goals are at this time of year: if money doesn't do the trick for you and your staff then it may be time to consider some thing else. End of the year and all it is time to look back and appreciate them for all they do to keep your practice going.

PatKnox: I haven't lived in Europe for a while, but no one I knew, including me, ever got anything like an extra months' salary as a bonus. Maybe that's changed.

MichelleFord: Our Dr. brings in baked goods and usually a very nice framed picture for each of us. It is a nice little personal touch.

PhillipSeibert: I hear three different "programs" talked about as if they are interchangeable... I think a profit sharing plan tied to increases in profit is something that you should institute if you want to spread around the wealth. An INCENTIVE program is basically a deal with the employee... if you do this.. (raise sales, etc), I'll do this (give you money). A BONUS is just a THANK YOU for the hard work above and beyond the call of duty. All three are useful in different situations but not interchangeable.

SteveAmsberry: Before I have to depart I would like to mention that we have a staff appreciation dinner at our home with a white elephant gift exchange that usually results in lots of laughs. Also our incentive program is a separate entity.

MargaretMoorman: Coming from the staff side of things, I would trade any bonus if someone would take the time to write down all the reasons that I make a good employee. And then share it with the rest of the staff.

KevinReed: Sorry didn't follow protocol...still the same response...things are "different" this year! I appreciate my staff, and, I think that they appreciate still being employed!

HeatherHowell: Good point and explanation Phil....as I said before if your goal is to appreciate your staff then it's important to look at what you are doing to accomplish that goal. As Margaret pointed out, some times it isn't money that staff want. We ask our employees what they want and go shopping for individual gifts and I think they really feel appreciated by that. There are lots of other ways to inexpensively accomplish the goal, Hand written thank you notes etc.

PhillipSeibert: If the staff has noticed a dramatic slow-down in business and it is shown on the P&L since then, then Kevin's point is valid.. but if they are still working as hard as they ever have and the only slow down was for two or three weeks after 9/11, then I don't think the "things are different" now argument holds much water...My opinion.

SusanStrattman: Some of the things we have done over the years include certificates for manicures, massages, personal day, gift certificates for shopping spree, restaurant certificates for two... resort passes to Buch Gardens, etc...

ThomHaig: Don't forget the cruise, Susan :-)

SusanStrattman: Yes, I did give my long term valuable employees cruises for self and spouses.

KevinReed: Paul, Thom, Heather....have you had any "layoffs" in your area?.....and, how many clients were affected?

ThomHaig: We are in Nevada. Casinos in LV laid off 60% for the first few weeks. Our area (Reno) didn't appear to be hit as hard.

PaulPion: No big layoffs around here (CA) that I am aware of.

PhillipSeibert: BTW - don't give "clinic clothes" like polo shirts w/logo as Christmas gifts to staff. I visited a clinic that did that and expected the staff to wear them in public. The staff was very annoyed because it appeared that they (the clinic leadership) was just trying to get some free advertising and at the expense of the anticipated "gift." In other words they didn't see it as a gift at all.

HeatherHowell: What do any of you give or receive this time of year besides bonuses, or what do you do for staff appreciation besides money - maybe we can share some good ideas?

MargaretMoorman: Our staff gets a catered dinner and has a secret Santa thing where we buy gifts for each other... but the staff in our other branch in NYC gets to rent a whole bar for dancing and drinks, so we're all jealous.

ErnieVine: We Hold a Christmas party for staff and their significant others. We had over 100 people at a local restaurant.

PhyllisWebster: In February, last year, we did "We Love Our Staff Day". We used our Merial bonus money and bought restaurant gift certificates. We took all the staff and spouses out to eat.

MichelleFord: We have a pot luck dinner and secret santa

KateMcduffee: We do gift exchange with $20 limit, plus all have a stocking hung in the kennel that Santa can sneak things into. Usually small things like Hershey's kisses. Chocolate's always good!

PhyllisWebster: I asked all the drug reps for freebies and we gave gifts to everyone (t-shirts, mugs, hats, bears, etc. We made everyone and goodie bag with a handwritten thank you note inside.

SusanStrattman: One of the best things I did was to put an Appreciation message engraved and on a wooden plaque that I presented to each employee at a lovely dinner. They hung them up with pride.

KevinReed: Just to let everyone know that I am not a total Scrooge....we had an employee lunch catered at the office last Friday....and they will all receive bonuses....just, looking for other "answers"...

ThomHaig: Gee, we were all worried :-)

HeatherHowell: I don't think you're a scrooge. I think you expressed what most owners or many owners feel. Which is why this is a needed discussion.

ThomHaig: I'd like to address Kevin's other concerns for a moment. Don't fall into the gloom and doom trap! We are in an enviable position. I look at financials from about 30 practices a month all over the country, most staggered a bit in September and have been setting records ever since...Why? Because everybody is being cautious. Family is important and pets are family in many households; fewer people are traveling or buying huge gifts. So were is their money? In savings waiting to take care of their family! PLEASE offer your clients and patients the best medicine and don't practice wallet medicine! We can provide some of the comfort everybody needs right now.

SusanStrattman: Another neat staff appreciation that we did was to have special fancy invitations made up at the printers and we invited employee and spouse or significant other on the Spirit of Norfolk Ship to cruise the harbor. Everyone dressed up and most had never done anything like this before - they felt very special. I always want my team to know I appreciate all they do

PhillipSeibert: The veterinary version of the Senior Prom? :)

ThomHaig: Heather mentioned an important point earlier, that may have gotten lost: Ask your staff what they want. They have great ideas and they are not usually as expensive as yours! What about other times of the year to show appreciation?

MargaretMoorman: How about renting a skating rink or taking everyone bowling?

ThomHaig: National Bowling Stadium in Reno is open :-)

HeatherHowell: One more thing to consider is that sometimes your idea of "appreciation" seems like more work to the staff... for example they may not all want to get together after hours....if they do that's great, but some times that feels like "work" and having something at work is better for them. Something to consider.

BillConnollyIII: I cooked a Cajun fried turkey and rice dressing for my staff. They brought all the casseroles and we had a party at my house. That's what they wanted this year.

ThomHaig: Bill, you forgot to invite me :-(

BillConnollyIII: Maybe next year?

ErnieVine1: Try to give members there own business cards - we find that our non Dr staff are very impressed with them and we find that they generate a large number of referrals.

KateMcduffee: Make a donation to a favorite charity in each person's name, and they get an appreciation card. Heifer Project International will send a card for every $10.

KennethKaucic: Instead of separate secretaries day, and tech day, we have a staff appreciation week each spring, each day a different gift or surprise.

ColeenHarman: Many excellent ideas from different clinics: dinner at owner's/boss's house, then to comedy club; dinner theatre; waterpark & dinner.

MichelleFord: We all get together on birthdays and have cake and sing happy birthday. It really makes you feel good, and appreciated.

KateMcduffee: Our rule for birthdays is that you bring your own cake. That way no one feels left out. It's actually in our employee manual!

LeeAnnWood: I work for a very small clinic 8 total employees - clinic owner took us to the Nutcracker we took him and his wife to dinner on the way home - very nice day.

HeatherHowell: Another important point to the staff who are receiving....how many of you remember to say thank you and/or write thank you notes for what you receive and for the place you work....it gets old giving bonuses and gifts and parties if no one seems to appreciate it...and it's common courtesy to say thanks when you receive some thing.

JenniferWeber: I think that saying "thank you" is really important...sometimes us practice owners feel REALLY unappreciated!

KateMcduffee: Always. And we make sure we send thank you's to all the clients who bring us goodies. I'm in the South. Women bake here... A lot...

PhyllisWebster: That is my boss' biggest pet peeve is no thank you. All the staff, signs thank you's for the goodies clients bring.

ThomHaig: Good points! Anybody else?

PhyllisWebster: One thing to remember, is you have something fancy for the staff and spouse to go to. Make sure they can afford to hire a babysitter if children is an issue.

SusanStrattman: You have to give thank you's.. if you want to get some back when it's your turn.

ThomHaig: I got to admit, since Heather started "making" the staff say thank-you I feel much better about her "making" me do staff appreciation things :-)

HeatherHowell: Not "making" them just reminding them....every one wasn't raised with etiquette and some don't think of it. It's good as a manager to point it out to them.

PaulPion: I want to here and now say THANK YOU to all on Thom's team for PM rounds, Nanette for bringing Vespers in, Chapatti for all the years of making rounds fun and functional...Pat - who will be processing this log this week (she'll see this then :) and all the VINners and VIN team who make VIN work!

ThomHaig: Thanks to you, Paul for bringing us all together!

PhillipSeibert: Good Night Everyone!

ThomHaig: Happy Holidays to everyone!

ColeenHarman: THANK YOU! Happy Holidays Everyone!

SusanStrattman: The best to you and yours

HeatherHowell: Good night and happy holidays. Thanks to all of you.

KennethKaucic: Thank you all, good night!

JenniferWeber: THANK YOU,,,GOOD NIGHT.....and by the way, is Susan hiring?

MichaelZigler: Thanks

MichelleFord: Happy Holidays... good night

BillConnollyIII: Happy Holidays!! Thanks

SteveAmsberry: Enjoy your family time!

PatKnox: Thanks and good night

SusanStrattman: We always accept applications ;-)

LeeAnnWood: Good night -

JenniferWeber: :-)

WSteveWhitaker: Good Night and remember the Reason for the Season

ThomHaig: Bye all