Blog

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/

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 other veterinary professionals about hospice, euthanasia and compassion fatigue. Dr. Buisson is the owner of Helping Hands Pet Hospice in Seminole, FL as well as the founder of A Happy Vet.

Editor: Dustin Bays
www.baysbrass.com
@Bays4Bays Twitter/Instagram

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 but this is the second day in a row a client has made me cry on the phone. I'm trying to work on not taking things personally and not apologizing every 5 seconds but it's really difficult for me.”

Links:
Upcoming Events: unchartedvet.com/upcoming-events/

Editor: Dustin Bays
www.baysbrass.com
@Bays4Bays Twitter/Instagram

Sticking your head in the sand and pretending this winter will be like any other is a mistake. There is a chance you are going to get sick and be out. Someone on your team is almost certain to test positive (if that hasn’t happened already), and the outdoor solutions (like curbside service) may not work as well in a snow storm as they did over the summer.

You don’t need a firm plan for these scenarios. There are simply too many unknown variables to plan for, but you should have at least considered them and assembled a basic approach that you will take if/when things go sideways. Making that plan is what this episode is about.

Links:
Upcoming Events: unchartedvet.com/upcoming-events/
Uncharted Swag: unchartedvet.com/swag

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and practice management goddess Stephanie Goss celebrate 100 episodes by wildly disagreeing on what to do when a scathing review comes in on the weekend. This is a really fun episode, not just because the advice is candid and the discussion real, but because you get to see how Andy and Stephanie really work in their own team, and how they collaborate to get to the best outcome. Check it out!

Links:
Easy Marketing Wins Workshop: unchartedvet.com/product/marketing-2021/
Uncharted Swag: unchartedvet.com/swag

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss tackle not one, not two, but THREE questions from the mail bag.

Links:
Upcoming Events: unchartedvet.com/upcoming-events/
Swag: unchartedvet.com/swag

The Three questions we addressing today are:
1. I have a question about increasing office call/exam fees. (I haven't done this since opening) Do we just do it and then answer questions when asked? Do we tell clients before we do it? When is the right time? Do we increase across the board? So many questions… but the idea of changing something like this that we look at every day is overwhelming to me.
Thank you!
Dr. Talking About Money Stresses Me Out

2. How do I deal with clients who’ve been sent to collections? Do I automatically send them a termination letter once the account goes to collections, or just flag them in the system should they try to come in again? What happens if they get scheduled again BEFORE someone reads the chart (Shhhhhh… I am not speaking from experience)
Sincerely,
Manager who Hates Dealing With Money

3. Stephanie and Andy (note who gets top billing 😉 ,
I have a situation in my hospital that I think I know the answer to, but I wanted to ask for guidance. It may be a topic too sensitive for your podcast…

The techs get to play their personal Pandora or Spotify in the treatment room where clients can’t hear it (especially during curbside when no clients are in the building). I have been letting them play explicit lyrics since clients can’t hear, but I’ve heard several rap songs drop the N-word.

Some context: all of the staff are Caucasian and we are in an area that leans conservative.

1) Is this okay to allow?
2) Is there an easy way to not allow this with making them turn on the non-explicit setting on their service?

I enjoyed your “How to make Saturday’s better” episode about allowing staff to choose their own music, which made me think this could be a topic you would have insights to share.

Signed “Dr. Trying To Be a Good Ally” or “Dr. Music Prude”

Editor: Dustin Bays
www.baysbrass.com
@Bays4Bays Twitter/Instagram