Front Desk Staff as “Other”
This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and practice management goddessStephanie Goss take a question about how a CSR can bridge the gap between “the front” and “the back” in the name of better patient care, better customer service AND a happier workplace. LET’S GET INTO THIS EPISODE! Uncharted Veterinary Podcast · UVP 110: Front Desk as “Other” Links:Upcoming events: unchartedvet.com/upcoming-events/ Register for Practice Managers Summit: unchartedvet.com/uncharted-practi…-manager-summit/ Instant Team Buy-In Course: unchartedvet.com/lean-board/
You Might Be a Veterinary Practice Manager If…
Being a veterinary practice manager can be a challenging job and a rewarding one! You are the one with the answers to the questions, the master of challenging conversations, the heart of your practice. Such a diverse position is bound to come with some quirks! We see you. You might be a veterinary practice manager if… 1.You walk into the practice with a hot coffee and end up magically drinking an iced coffee with your lunch. “Oh! You're here! Just…
Episode 109: Asking for A Raise
When an overworked, underpaid veterinary technician writes in to ask how to ask for a raise, Dr. Roark and Stephanie Goss lay down their absolute best advice.If you're a veterinary professional and you've ever thought about asking for a raise this episode is for you! Uncharted Veterinary Podcast · UVP 109: Asking For A Raise Related links: Register for the Practice Managers Summit: unchartedvet.com/uncharted-practi…-manager-summit/ Instant Buy-In Workshop: unchartedvet.com/lean-board/ Upcoming Events
Episode 108: The Staff is Turning Against the Clients!
Veterinary clients are carrying a ton of stress these days, and as a group, they seem more challenging than ever before for veterinary staff members. What happens when your staff has had enough and starts to push back? Can a practice survive when the staff talks trash about the people they serve? How do we stop the slide and get positivity back in the building? Let’s get into it! Uncharted Veterinary Podcast · UVP 108: The Staff is Turning Against…
Goal Setting in 2021
Goal setting and resolutions are hard for a number of reasons. They can feel rigid and don’t allow for a more forward-thinking “look at how far I’ve come” mentality and in general, they are complicated. SMART goals or SMARTER goals, (brought to us by Drs. Phil Zeltzman and Meredith Jones) can feel complicated and cumbersome and they take a lot of thought to write up. Are they important? For sure! Do they work for everything? In my less than humble…
Episode 107: The Queen Bee Case Thief
What do you do when one veterinarian is taking all the lucrative cases and dumping all the headaches on other docs? What do you do when she has made a deal with the front desk to support this arrangement? What do you do when no one wants to cross her, and you’re just the brand new veterinarian who got hired? Well…. We’re going to tell you! Let’s get into it. Uncharted Veterinary Podcast · UVP 107: The Queen Bee Case…
Episode 106: M.I. Bonkers: Is the New Hire Out of Touch… Or Am I?
This week on the Uncharted Veterinary Podcast, a listener wonders if the brand new technician is completely out of touch with the realities of veterinary medicine… and what if she’s not? Dr. Andy Roark and Stephanie Goss talk hiring, interviewing, onboarding, and… yes…. What to do if the grass may actually be greener elsewhere. Uncharted Veterinary Podcast · UVP 106: M.I. Bonkers: Is the New Hire Out of Touch… Or Am I? Links:Upcoming events: unchartedvet.com/upcoming-events/
Episode 105: The Team Doesn't Understand That Change is Slow
This is a classic! What do you do when change needs to happen behind the scenes and your team can’t see it? How do you keep them on board when all they hear is silence? Sometimes we can’t give our people clear updates on what is happening in our businesses, and that can be frustrating for everyone involved. Uncharted Veterinary Podcast · UVP 105: The Team Doesn’t Understand Change is Slow This week on the Uncharted Veterinary Podcast, we break…
Episode 104: 2020 -The Year of the Three-Legged Cat
2020: The Year of the Three-Legged CatThis week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss discuss 2020 and what it means for veterinary medicine going forward. Uncharted Veterinary Podcast · UVP 104: 2020: The Year of the Three-Legged Cat Links:Upcoming events: unchartedvet.com/upcoming-events/
Giving Room to Grow
By Jess Ayers Two years ago, my Lead DVM gifted me a beautiful Amaryllis for Christmas with the instructions of “Keep the roots in water but don’t mess with it otherwise. When it dies, let it dry out. Next year, put the roots in the water again and it will come back. Easy!” For the next few weeks, I enjoyed the beauty of this flower daily. When it withered and died, I took solace in the fact that the next…
Episode 103: Five Phrases for a Happier Practice
Dr. Andy Roark sits down with Dr. Cherie Buisson to talk about one of her articles on DrAndyRoark.com: 5 Little Phrases For A Happier Workplace. You can read it here: drandyroark.com/five-little-words…appier-workplace/ Uncharted Veterinary Podcast · UVP 103: Five Phrases for a Happier Practice About Our Guest: Dr. Cherie Buisson is one of the first Certified Hospice and Palliative Care Veterinarians in the world. She is an international speaker and author. She spends her time in feline-only practice, hospice practice and teaching…
Episode 102: How Not to Take Angry Clients Personally
Dr. Roark and Stephanie answer a question for you – straight from the mailbag!Hi, can anyone share resources or advice that I can provide for one of my newer receptionists? She is fantastic at customer service, but there will always be some clients that you can’t please. She sent me this message a little while ago: “Hey Meghan, do you have any resources you can share about how to deal with particularly rude and difficult clients? I'm doing my best…