We Paid for EVERYTHING and Then They Resigned
This week on the podcast… This week on the Uncharted Podcast, Dr. Andy Roark and practice management nerd Stephanie Goss are in the mailbag to tackle a question about what to do when you are supporting your veterinary assistants becoming technicians. A manager was asking about how to proceed after feeling like they were burned hard after paying for tech school for one of their rockstar team members, only to have that person resign and head to another clinic in…
Why are the Client Money Conversations SO Hard for the Team?
This week on the podcast… This week on the Uncharted Podcast, Stephanie Goss is flying without Andy but she invited a friend to join in a very special conversation. Certified Veterinary Practice Manager Debbie Boone joins Stephanie to talk through something that strikes fear into the heart of a lot of veterinary teams – money conversations. Specifically, the anxiety that teams feel about “sales” in veterinary medicine and the difficult money conversations we find ourselves facing. Thanks to our friends…
My CSR is Giving Out Too Much Medical Info
This week on the podcast… This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss dive into a conversation about some worries that a practice manager friend had about their CSR giving out TOO much information to clients. This CSR hasn't had any medical training however they have been in their position with the hospital for a few years and they feel really confident talking with clients. While nothing bad has happened yet, this manager is…
When You Hire Within, They Can't ALL Get the Job
This week on the podcast… This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss are in the mailbag to tackle a question about what to do when you are hiring from within the team for a promotion. You might be thinking “this doesn't sound like a problem!?!?” Well, the challenge for this practice lies in the details. They had multiple team members who threw their name in to the ring for the job and they…
Will Pet Insurance Be Like Health Insurance (i.e. Broken)?
This week on the podcast… Alison Lambert joins Dr. Andy Roark to discuss what can be learned about pet insurance in the United States from pet insurance in the UK and Australia. Both the UK and Australia have traditionally had much greater utilization of pet insurance by pet owners, and as a result, pet insurance in those countries looks quite a bit different than it does in the US. Now, as the market for pet insurance in the United States…
Is it Venting, Decompressing or Gossiping?
This week on the podcast… This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss are answering a question from the mailbag being asked by one practice leader who has a problem with gossip and negativity on the team. They have been facing it head on and working on their culture. And they are still wondering how to help themselves and the team balance the “need” to talk about a situation and/or interaction that impacted you…
Airpods and True Crime at Work?
This week on the podcast… This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss are answering a couple of questions about what is professional in the practice. At first glance, these two things might not appear to go together. Hang in there with us because Stephanie and Andy tie them together to have an fun conversation about professionalism and how we draw those lines at work. We've got a manager who has CSR at the…
Conflicting Team Members Who Won't Talk To Each Other
This week on the podcast… This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss are answering a question you asked in the mailbag! That's right, this is going to be one of those episodes where everyone is asking “Are they talking about my practice? Are they talking about my front desk team? We had a manager reach out and ask us some questions about front desk team members who are butting heads and seem to…
I'm Drowning In Lengthy Patient Records
This week on the podcast… This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss are answering a question you asked in the mailbag! That's right, this is going to be one of those episodes where everyone is asking “Are they talking about my practice? Are they talking about my doctors? *Gasp* Are they talking about… me??? Stephanie felt a bit seen too when they recorded this episode so fear not, you are all in good…
Our Practice Leader is Driving People Away!
This week on the podcast… This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss are answering a question you asked in the mailbag! We received an email from an associate veterinarian who joined their practice after working in at as a regular relief vet. They thought they found their home clinic but now that they have settled in, they are finding almost the entire team has turned over since they started. Some left on their…
Performance Reviews That Don't Suck
This week on the podcast… This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss are answering a question you asked in the mailbag! We received an email from a practice leader who was asking questions about employee reviews. They wanted to know what are some of the best and most effective questions that should be asked. They were also curious about our take on who should be answering those questions, especially to help give the…
I Have the Most Highly Paid Staff and I Am Proud of It
This week on the podcast… This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss are talking through a conversation they recently had with a colleague who wants to proudly raise their hands and shout “Me, me, me” when someone asks who pays their team more than anyone else in their area. And this practice owner was also asking how to do that while still not pricing their working clients out of affording their services. This…