Uncharted Veterinary Conference

Revolutionary veterinary marketing & business conference for those forging their own paths and telling their own stories.

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Speed Round: Manage or Lead and Negative Reviews

veterinary manage or lead

This week on the Uncharted Veterinary Podcast, Andy and Stephanie tackle two topics from the mailbag! We had an email from someone who is wondering about the differences between being a leader and being a manager. They shared with us: “I, myself, do not want to “manage” my fellow employees… I am lucky to work with a proactive group of people with high accountability. My mission as a leader is to inspire and empower. To move everyone in the direction we need to go.” Can you be a leader without being a manager? Can you be a manager without being a leader?

Things to consider:

  • A practice manager can be a leader but they are always going to have to be a manager
  • You can have team members who lead from within
  • Everyone wants to think that everyone they work with is capable of being an adult and doing their job. They aren’t. And sometimes they can’t. This is why we <3 and need managers! 

After that, we tackled another question/topic of conversation from the mailbag regarding obsessing over negative client reviews. Andy has long discussed in his lectures about client service the idea that we need to stop worrying about the client who comes in every 3 years for a single rabies vaccine and yells at the front desk and focus our attention and positive energy on Mrs. Smith, the client who brings us pizza on busy weeks and cookies every day for 2 weeks leading up to Christmas! We continue the conversation in that context by discussing client reviews from two sides – how do we stop obsessing about it and how do we actually deal with them in a productive way. 

Let's get into this episode! 

LINKS

Upcoming events: https://unchartedvet.com/upcoming-events/

Effective Onboarding with Stephanie Goss: https://unchartedvet.com/effective-onboarding/

April Uncharted Veterinary Conference: https://unchartedvet.com/uvvc2021/

All Links: https://linktr.ee/UnchartedVet

Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

My Technician Smells Like Weed

technician smells like weed

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and practice management Goddess Stephanie Goss talk about what managers, doctors and practice leaders can and can’t say to employees who smell like marijuana. As more and more states legalize medical and recreational marijuana use, employers are in a new and challenging position. How do we approach an employee who might be impaired? How do we respect people’s autonomy to do what is legal in their free time while still making everyone they work with comfortable and confident while the person is working on the floor? Are we all being too uptight about this stuff? Let’s get into this episode!

Links:

Upcoming events: unchartedvet.com/upcoming-events/

April Uncharted Veterinary Conference: unchartedvet.com/uvvc2021/

All Links: linktr.ee/UnchartedVet

Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

Clients Are Getting Vaccinated…Why Can’t They Come In?

Uncharted Veterinary Podcast Episode 119: Clients are getting vaccinated...why can't they come in?

This week on the Uncharted Veterinary Podcast, Andy and Stephanie tackle a topic that is at the forefront for so many of our clinics and hospitals right now – What do we do when a client asks the question “I am vaccinated [for COVID] now, so why can’t I come inside with my pet?” We have been hearing from inside the Uncharted Veterinary Community as well as on all the veterinary forums that everyone is starting to hear this question on repeat. If your team has not heard it yet, consider yourself lucky.

Let's get into this episode!

Links:

Upcoming events: unchartedvet.com/upcoming-events/

Effective Onboarding with Stephanie Goss: unchartedvet.com/effective-onboarding/

April Uncharted Veterinary Conference: unchartedvet.com/uvvc2021/

All Links: linktr.ee/UnchartedVet

Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

When Techs Give Notice… and Then Turn Bad

When Vet Techs Give Notice

This week on the Uncharted Veterinary Podcast, what do you do when an employee gives notice that they are leaving and then changes their behavior? We have a situation where an employee who gave notice has asked for special treatment, changes to the schedule and extra compensation. When do you compromise? When do you negotiate? When do you just end the relationship? Let’s get into it!

Links:

Uncharted Virtual Marketing & Strategy Conference: April 22-25th
unchartedvet.com/uvvc2021/

Upcoming events: unchartedvet.com/upcoming-events/

All Links: linktr.ee/UnchartedVet

Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

Getting the Veterinary Team Vaccinated Against COVID (Or Not)

Getting the Veterinary Team Vaccinated

This week, Dr. Andy Roark and practice management Goddess Stephanie ‘We Are the World’ Goss discuss a topic brought to them by a friend, the looming question of how to get your staff and doctors on board with being vaccinated against COVID-19. Their practice is currently down to one vet tech because of a recent outbreak despite having access to vaccinations and being encouraged to get one. In a world where employers can legally require vaccination, is it as simple as just telling your staff vaccines are required?


INITIAL THOUGHTS
-The country, as a whole, is going to be represented in the vet clinic.

-44% of people DO NOT get the flu vaccine when provided to them free by their employer.

-Some people feel very strongly on both sides, there is a large gray area of people who don’t know what they want to do.

-A study very recently came out from Monmouth University saying 1 in 4 Americans plan to refuse the vaccine.

-It’s hard to convince people of the science-based data, for some getting vaccinated is an issue of the heart. 

–“Looking at this as a vaccine issue is a mistake, and is a recipe for frustration. In some cases this is about a vaccine, in a lot of cases, this is not about a vaccine.” -Dr. Andy Roark


HEADSPACE
-What is the history with your team?

-What did they do in response to masks, flu vaccine recommendation/requirement, changes in protocol for COVID? These will be big indicators of how the COVID vaccine conversation will go.

-Look back at what worked and didn’t work with these conversations. 

-Bring the stakes down, this is not a battle for the soul of your clinic. 2 years from now, 5 years from now, will this feel as big as it feels right now?


ACTION STEPS
As always, this is where we leave you with a cliffhanger. But no worries dear reader! We have rope, some grappling hooks, even a helicopter on retainer in the form of our podcast, where Stephanie and Andy give out all the goodies. This topic is very politicized which could mean a very difficult conversation ahead for some of you. We wish you the best of luck, “Empathy is simply listening, holding space, withholding judgment, emotionally connecting, and communicating that incredibly healing message of you’re not alone.” – Brené Brown

LINKS
Personal Branding w/Dr. Andy Roark https://unchartedvet.com/personal-branding/
Uncharted April Conference (VIRTUAL): https://unchartedvet.com/uvvc2021/
Dr. Andy Roark Swag: https://drandyroark.com/swag
All Links: https://linktr.ee/UnchartedVet

RELATED EPISODES
UVP 082: Summer + Covid Overwhelm https://soundcloud.com/unchartedpodcast/uvp-082

UVP 083: Staff Divided on COVID https://soundcloud.com/unchartedpodcast/uvp-083-staff-divided

UVP 073: How and When to Go Back to Normal https://soundcloud.com/unchartedpodcast/funky-hip-hop-break-5

UVP 051: Critical Conversations For People Who Hate Conflict https://soundcloud.com/unchartedpodcast/uvp-051

UVP 022: The Staff Won't Support New Programs https://soundcloud.com/unchartedpodcast/uvp-022