The Uncharted Veterinary Podcast

312 - My Practice Owner Spends Too Much Money Oct 30, 2024

Ever felt caught in the middle when it comes to practice finances? A practice manager wrote in, sharing their frustration with an owner who regularly draws large amounts of money from the business—leaving the practice struggling to cover bills and payroll. In this episode of the Uncharted Veterinary Podcast, Practice Management Super Nerd, Stephanie Goss and guest Dr. Sue Sayles dive into the tricky dynamics of managing practice finances when the owner’s withdrawals disrupt cash flow and this practice manager's morale. With 23 years of practice ownership under her belt, Dr. Sue has seen it all. She started out as a mixed-animal practitioner, then built a thriving small animal practice, growing it from $300k in revenue to over $2 million. She knows firsthand the challenges of balancing financial needs with business growth, and today she’s passionate about helping other practice owners and managers navigate these waters. Stephanie and Sue share actionable insights on how to structure tough financial conversations, establish trust, and support the owner’s goals while keeping the practice afloat. They discuss ways to approach sensitive topics, build financial systems that work for both parties, and ultimately foster a practice environment that supports everyone’s success—even when priorities don’t always align. If you’re looking to navigate the rough seas of practice finances and improve team morale, this episode is for you. Let’s get into this episode! 🌟 Build a Stronger Leadership Team! Ready to unlock new potential in your veterinary team? The Leadership Essentials Certificate offers a comprehensive on-demand program designed for veterinary leaders, featuring 8 hours of CE. This certificate program equips you and your team with the tools to create a high-performing, collaborative environment. For Uncharted members, it’s included in your membership, making now an ideal time to dive in and grow together! Whether you're a practice owner or team lead, elevate your practice's leadership game today. Start shaping a thriving future here: https://unchartedvet.com/certificates/ 🌟 Discover the Power of Effective Practice Ownership at the 2024 Summit! https://unchartedvet.com/practice-owner-summit-2024/ Take charge of your practice’s success! From December 5-7, 2024, join us in Atlanta for the Practice Owner Summit, crafted specifically for veterinary practice owners ready to elevate their business. This immersive event covers essential business strategies, leadership insights, and practical solutions designed to streamline your operations for long-term success. With expert-led sessions and networking, it’s more than a conference—it’s a step into a supportive community that gets your challenges. Reserve your spot today and pave the way for a prosperous future for your practice! Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

311 - Do I Want To Know Why They Are Calling Out Oct 23, 2024

A practice manager struggles with managing a PTO policy that leads to team members overusing their time off early in the year. In this episode of the Uncharted Podcast, Dr. Andy Roark and practice management super nerd, Stephanie Goss help a practice manager having a hard time balancing their team's use of paid time off (PTO). The manager explains that they simplified PTO, lumping sick days and vacation time together to give their staff more autonomy. However, it’s backfired, leaving them frustrated as team members are either taking too much time off or asking for guidance on whether they should come in sick. Andy and Stephanie offer practical advice on how to set clear guidelines while maintaining a positive culture, how to establish boundaries without micromanaging, and how to approach the situation without becoming the "PTO villain." Let’s get into this episode! 🌟 Transform Your Leadership Team! Unlock the potential of your veterinary leadership team by embarking on a transformative journey together! The Leadership Essentials Certificate is the perfect opportunity: https://unchartedvet.com/certificates/ This on-demand certificate program, spanning 8 hours of CE, is designed to equip veterinary professionals with the skills needed to lead high-performing and collaborative teams. Join forces with your practice owner and partner to enhance your leadership dynamics. For Uncharted members, this valuable resource is included in your membership – making now the perfect time to join our community and elevate your leadership game. Shape your practice's future by investing in the shared growth of your leadership team! 🌟 Elevate Your Practice at the 2024 Practice Owner Summit! https://unchartedvet.com/practice-owner-summit-2024/ As a veterinary practice owner, you deserve a business that works for you, not the other way around. From December 5-7, 2024, join us in Atlanta for the Practice Owner Summit, where you’ll learn the essential business and leadership strategies that can transform your practice. Designed specifically for veterinary practice owners, this event offers expert-led workshops, networking opportunities, and practical takeaways to help you streamline your operations and set your practice up for long-term success. It’s not just about attending a conference—it’s about joining a community that understands your journey. Reserve your spot today and start shaping the future of your practice! Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

310 - Getting Team Buy - In To Change (A Pet HealthZone® Case Study) Oct 21, 2024

Change can be scary to vet teams and getting their buy-in takes great skill. In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark is joined by Dr. Jules Benson to discuss strategies for change management in veterinary practices. Dr. Benson brings over a decade of executive experience in the pet health insurance industry and a rich background in clinical practice and veterinary innovation. Together, they explore how veterinary teams can implement new tools to enhance communication with pet owners and improve the overall client experience. Dr. Benson shares his insights into using data and technology to transform veterinary practices, drawing from his expertise in strategic planning and leadership. The conversation focuses on gaining team buy-in, fostering trust, and motivating staff with purpose-driven initiatives. They emphasize the importance of patience, persistence, and positive reinforcement when leading change. Dr. Roark also reflects on his personal leadership evolution and the challenges of managing change in a way that resonates with veterinary teams. Throughout the discussion, they provide practical steps for setting clear expectations, tracking success, and creating a supportive culture. Let's get into this episode! This episode is brought to you ad-free by Nationwide Pet Insurance! LINKS 🌟 Explore Pet HealthZone® to help your veterinary teams thrive! https://www.thepethealthzone.com/ The Pet HealthZone®, created by Nationwide, is a powerful, free-to-use online resource designed to help veterinary teams educate pet owners with ease and confidence. It uses data from millions of pet health claims to provide breed-specific health risks and life-stage insights for individual pets. Veterinary teams can use this tool to enhance conversations with clients, helping them understand potential health risks and preventative care tailored to their pet’s unique needs. By integrating the Pet HealthZone® into everyday practice, teams can build trust with clients, improve compliance with recommended care, and ultimately enhance patient outcomes—all while saving time and offering a more personalized experience. 🌟 Take Your Practice to New Heights at the 2024 Practice Owner Summit! https://unchartedvet.com/practice-owner-summit-2024/ As a veterinary practice owner, you deserve more than just managing day-to-day tasks—you deserve a thriving business that lets you focus on what you love. From December 5-7, 2024, join us in Atlanta for the Practice Owner Summit, where you’ll learn actionable strategies from industry experts to help your practice grow and succeed. From leadership techniques to financial management, this event is designed to equip you with the tools you need to build a strong, successful practice. Nationwide is a proud sponsor of this year’s summit, helping practices like yours operate smoothly and effectively. Their support is crucial in bringing together valuable resources and insights that will positively impact your practice's growth and success. Don’t miss this opportunity to connect with a community of like-minded owners and learn how to shape the future of your practice. Register now and let’s take your practice to the next level—together! Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

309 - Can RVTs And VPAs Coexist Oct 16, 2024

Should veterinary medicine introduce a mid-level practitioner role? With the landscape of veterinary care changing, there's a proposal in Colorado to create a Veterinary Professional Associate (VPA) role, sitting between licensed technicians and veterinarians. In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss discuss the potential impact of expanding technician responsibilities and how this could redefine roles in general practice. What does this mean for access to veterinary care, the utilization of support staff, and the future of our profession? They explore the nuances of this issue, touching on staffing shortages, licensing, and the evolving structure of veterinary practices. Whether you're a veterinarian, practice manager, technician, or a passionate veterinary professional, this conversation is a must-listen as we navigate the possibilities and challenges ahead. Let’s get into this episode! 🌟 Check out Dr. Andy Roark's Article! https://todaysveterinarybusiness.com/general-practice-discharge-notes-0424/ Dr. Andy Roark is a practicing veterinarian, international speaker, author, and media personality. He is the founder of the Uncharted Veterinary Conference and DrAndyRoark.com. He has been an award-winning columnist for DVM360 and his popular Facebook page, website, podcast, and YouTube show reach millions of people every month. Dr. Roark has received the NAVC Practice Management Speaker of the Year Award three times, the WVC Practice Management Educator of the Year Award, the Outstanding Young Alumni Award from the University of Florida’s College of Veterinary Medicine, and the Veterinarian of the Year Award from the South Carolina Association of Veterinarians. 🌟 Get Sh*t Done at the Uncharted Get Sh*t Done Conference 2024! https://unchartedvet.com/uncharted-gsd-2024/ Feeling swamped by practice chaos? On October 23rd, take control with our 1-day live, interactive virtual conference designed to help practice leaders like you align your team and get sh*t done. Customize your learning experience with dynamic workshops, Choose Your Own Adventure sessions, and practical strategies to tackle your biggest challenges. This isn’t just another virtual event—it's your chance to master resilience, improve communication, and achieve your goals. Registration is now open—don’t miss out on transforming the way you work! 🌟 Level Up at the 2024 Practice Owner Summit! https://unchartedvet.com/practice-owner-summit-2024/ Ready to stop spinning your wheels and start thriving? From December 5-7, 2024, the Uncharted Practice Owner Summit in Atlanta is the place for veterinary practice owners ready to grow their business and find balance. Connect with like-minded owners who understand your challenges, learn proven strategies from top experts, and work on your long-term goals in a collaborative, fun environment. Whether you're looking to streamline operations or simply get more time back in your day, this summit will give you the tools to transform your practice. Secure your spot now and join a community that supports your vision! Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

308 - Can They Do Homework On The Clock? Oct 09, 2024

A medical director is having trouble navigating the balance between supporting paraprofessional staff in tech school and ensuring they have the necessary technical skills for their role. In this episode of the Uncharted Veterinary Podcast, Stephanie and Dr. Andy Roark discuss a specific scenario where a veterinary assistant, allowed to study on the clock, is struggling with skill development. The conversation turns into a thoughtful debate about trust, team expectations, and the challenges of leading a veterinary team with fairness and empathy. They explore how communication and adjusting expectations can prevent feeling like the "bad guy" while supporting staff in skill growth. Let's get into this episode! 🌟 Get Sh*t Done Conference 2024 – Your Blueprint for Practice Success! https://unchartedvet.com/uncharted-gsd-2024/ Are you ready to break free from the daily chaos of managing a veterinary practice? On October 23rd, join the Uncharted Get Sh*t Done Conference, a virtual event designed for veterinary practice managers and leaders who want to take control and see real results. With interactive workshops focused on building resilience, optimizing team communication, and enhancing client service, this one-day event will help you master the tools needed to lead your team effectively. This isn’t just a conference—it’s a community-driven experience where you’ll connect with peers who understand your challenges. Don’t wait—secure your spot and start making meaningful changes in your practice now! 🌟 Unlock Your Leadership Potential at the 2024 Practice Owner Summit! https://unchartedvet.com/practice-owner-summit-2024/ As a veterinary practice owner, you know how easy it is to get caught up in the daily grind. That’s why the 2024 Practice Owner Summit, happening from December 5-7 in Atlanta, is the perfect opportunity to take a step back and focus on your long-term goals. This event is designed to provide practice owners with the essential skills they need to run a successful business—from financial strategies to leadership development. Plus, you’ll get to connect with other owners who know exactly what you’re going through. Ready to work on your practice instead of in it? Register now and join a community that will help you take your practice to the next level! All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

307 - Training On 'Emotional Intelligence' Is The WRONG Way To Fix Your Client Service Problem Oct 02, 2024

A Practice Manager is struggling with younger team members' reactions to client disagreements. The leader is frustrated with the team’s hypersensitivity to client interactions, particularly around money and customer service, which is resulting in feedback that the practice feels cold and transactional. In this episode of the Uncharted Veterinary Podcast, Practice Management Super Nerd, Stephanie Goss and Dr. Andy Roark explore how to shift the team’s culture towards empathy and understanding, while also addressing issues of emotional intelligence, client interactions, and accountability. They emphasize the importance of avoiding generational stereotypes and focus on actionable strategies to create a supportive, client-centered environment. Let's get into this episode! 🌟 Get Sh*t Done Conference 2024 – The Ultimate Guide for Veterinary Leaders! https://unchartedvet.com/uncharted-gsd-2024/ Is managing your veterinary practice starting to feel like constant chaos? It’s time to take back control. On October 23rd, join the Uncharted Get Sht Done Conference, a dynamic virtual event crafted specifically for veterinary practice managers and leaders. Packed with interactive sessions focused on team alignment, communication strategies, and boosting client satisfaction, this conference is designed to help you get results that stick. Whether you're struggling with burnout or just looking for fresh ways to lead, this is your chance to connect with a supportive community and develop the practical tools you need to thrive. Don’t miss out—register today and start getting sh*t done! 🌟 Elevate Your Practice at the 2024 Practice Owner Summit! https://unchartedvet.com/practice-owner-summit-2024/ As a veterinary practice owner, you deserve a business that works for you, not the other way around. From December 5-7, 2024, join us in Atlanta for the Practice Owner Summit, where you’ll learn the essential business and leadership strategies that can transform your practice. Designed specifically for veterinary practice owners, this event offers expert-led workshops, networking opportunities, and practical takeaways to help you streamline your operations and set your practice up for long-term success. It’s not just about attending a conference—it’s about joining a community that understands your journey. Reserve your spot today and start shaping the future of your practice! Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

306 - I Hate That The Team Bashes Clients! Sep 25, 2024

In this episode, Dr. Andy Roark and Stephanie Goss tackle a mailbag question from a technician struggling with negativity in their clinic, where team members have started complaining about clients after a recent workflow change. The hosts discuss how small behaviors like eye-rolling and client bashing can create a toxic work environment if left unchecked, especially when clients might overhear. They explore the importance of setting personal boundaries, leading by example, and addressing frustrations constructively to maintain a positive workplace culture. Tune in for practical strategies on how to approach tough conversations, support your team, and foster a respectful clinic atmosphere, all while protecting your own peace of mind. 🌟 Get Sh*t Done Conference 2024 – Take Charge of Your Veterinary Practice! https://unchartedvet.com/uncharted-gsd-2024/ Feeling like practice life is running you instead of the other way around? On October 23rd, join the Uncharted Get Sh*t Done Conference, a high-energy, live virtual event designed for veterinary leaders who are ready to break through the chaos and make real progress. With interactive, customizable sessions focused on resilience, communication, and customer service, you’ll walk away with practical strategies you can implement right away. Don’t miss out—this is your chance to connect with a supportive community and reclaim control of your practice. Register now and make 2024 your year of action! 🌟 Level Up at the 2024 Practice Owner Summit! https://unchartedvet.com/practice-owner-summit-2024/ Ready to stop spinning your wheels and start thriving? From December 5-7, 2024, the Uncharted Practice Owner Summit in Atlanta is the place for veterinary practice owners ready to grow their business and find balance. Connect with like-minded owners who understand your challenges, learn proven strategies from top experts, and work on your long-term goals in a collaborative, fun environment. Whether you're looking to streamline operations or simply get more time back in your day, this summit will give you the tools to transform your practice. Secure your spot now and join a community that supports your vision! Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

305 - Frustrated With Taking Breaks.. And Not Taking Breaks Sep 18, 2024

A practice manager is frustrated by team members delaying lunches and taking disruptive trips to the breakroom, which leaves the afternoon understaffed and creates tension among the senior team. In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and Andi Davison tackle a challenging mailbag question: how to manage staff taking breaks, ordering food, and maintaining workflow. Dr. Roark and Andi break down how to approach this situation from a place of curiosity and empathy, exploring the reasons behind these behaviors while still maintaining boundaries and fairness. They share strategies on addressing break policies, fostering a positive work environment, and ensuring everyone feels supported while keeping operations running smoothly. Andi Davison has been on the wild ride of veterinary medicine since 2001, having started as a vet tech and eventually becoming the veterinary care manager at the University of Florida's large animal hospital. Alongside her veterinarian husband, Dr. Mike Davison, she opened Davison Veterinary Medicine, serving mixed-animal clients for nine years. Now, as a Positive Change Agent with Flourish Veterinary Consulting, Andi is committed to helping veterinary professionals thrive, drawing on her extensive experience to promote positive change in the industry. Tune in to learn how you can create a healthier work environment by approaching conflicts with kindness and setting clear, manageable expectations for your team 🌟 Get Sh*t Done Conference 2024 – Unlock Your Practice’s Potential! https://unchartedvet.com/uncharted-gsd-2024/ Feeling like the chaos of practice life is holding you back? On October 23rd, join us for the Uncharted Get Sh*t Done Conference, a live virtual event where you’ll tackle challenges head-on. Customize your learning journey with interactive workshops and hands-on sessions focused on building resilience, improving team communication, and mastering customer service. Ready to work on what matters most to you? Let’s get sh*t done—together! Register now and reclaim your practice! 🌟 Transform Your Practice at the 2024 Practice Owner Summit! https://unchartedvet.com/practice-owner-summit-2024/ Ready to take control of your veterinary practice and achieve the balance you’ve been searching for? From December 5-7, 2024, join fellow practice owners in Atlanta for the Practice Owner Summit. Discover essential business strategies, work on your long-term vision, and connect with peers who understand the unique challenges of ownership. Learn from industry experts, step out of the day-to-day grind, and leave with the tools to make your practice thrive. Sign up today and start building the future you deserve! Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

304 - How Do I Teach Accountability Sep 11, 2024

A manager with fantastic team leads—dedicated, hardworking, and aligned with the clinic’s mission—struggles to help these leads transition from being top team members to effective leaders who can manage and hold their peers accountable. In this episode of the Uncharted Veterinary Podcast, Andy and Stephanie break down the challenges of shifting from being "one of the team" to being the person responsible for enforcing standards and accountability. They explore why this transition can be so difficult and offer practical advice on how to empower your team leads, set clear expectations, and provide the right kind of support as they grow into their new roles. If you’ve ever promoted a team member to a leadership position and found they struggled with managing their former peers, this episode is packed with insights and strategies to help you and your team leads succeed. Let's get into this episode... 🌟 Take Your Leadership to New Heights at the Uncharted Team Leads Summit! www.unchartedvet.com/tls2024 Mark your calendar for September 18th and get ready for a game-changing day at the Uncharted Team Leads Summit! Designed for veterinary team leads, this summit is packed with dynamic workshops and expert-led sessions that will sharpen your leadership skills. Learn influential leadership strategies from Dr. Andy Roark, elevate workplace morale with Sarah Parsons, and master conflict resolution with Maria Pirita. Plus, discover how to transition from rule enforcer to empowering coach with Kelsey Beth Carpenter and Tyler Grogan. This is your opportunity to break through challenges, inspire your team, and step up as a leader. Secure your spot today and transform the way you lead! 🌟 Get Sht Done at the Uncharted Get Sht Done Conference 2024! https://unchartedvet.com/uncharted-gsd-2024/ Feeling swamped by practice chaos? On October 23rd, take control with our 1-day live, interactive virtual conference designed to help practice leaders like you align your team and get sh*t done. Customize your learning experience with dynamic workshops, Choose Your Own Adventure sessions, and practical strategies to tackle your biggest challenges. This isn’t just another virtual event—it's your chance to master resilience, improve communication, and achieve your goals. Registration is now open—don’t miss out on transforming the way you work! Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

303 - Schedule Freaks The Team Out Sep 04, 2024

How do you manage staff anxiety about the upcoming schedule without turning away clients and compromising care? In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and practice management super star, Stephanie Goss dive into a mailbag question that resonates deeply with many veterinary teams. A concerned manager writes in about their team’s growing habit of preemptively freaking out when they see a busy day ahead, leading to requests for limiting appointments and turning pets away, even though most days end up going smoothly. Stephanie Goss, with her extensive experience in practice management, and Dr. Andy Roark tackle this issue head-on, discussing the delicate balance between preparing for a busy schedule and maintaining a calm, productive work environment. They explore the common cognitive biases like catastrophizing and negativity bias that can exacerbate these fears and share actionable strategies for addressing these challenges. Together, they walk you through action steps that you can implement in your clinic to avoid this chicken little mentality. Let's get into this episode.... 🌟 Strengthen Your Team's Leadership with the Leadership Essentials Certificate! Access it here: https://unchartedvet.com/certificates/ Looking to empower your veterinary leadership team? The Leadership Essentials Certificate offers 8 hours of focused CE to help you build a high-functioning, cohesive team. This course is perfect for Uncharted members who want to refine their leadership skills and drive their practice forward. Not a member yet? Now’s your chance to join the Uncharted community and gain access to the Leadership Essentials Certificate! Register today at https://unchartedvet.com/uvc-membership/ and make a profound impact on your professional journey. 🌟 Elevate Your Leadership at the Uncharted Team Leads Summit! www.unchartedvet.com/tls2024 Save the date for the Uncharted Team Leads Summit on September 18th! Immerse yourself in a full day of engaging workshops and thought-provoking sessions, all designed specifically for veterinary team leads. This year’s summit boasts an exceptional lineup, including Dr. Andy Roark’s session on mastering influential leadership techniques and Sarah Parsons’ workshop on boosting positivity and morale in the veterinary workplace. Discover the secrets of effective conflict resolution with Maria Pirita, and learn how to shift from rule enforcer to empowering coach with Kelsey Beth Carpenter and Tyler Grogan. This is your chance to refine your leadership abilities, overcome common hurdles, and elevate your team’s performance. Join us and revolutionize the way you lead and motivate! 🌟Discover Simparica Trio, a chewable tablet combining sarolaner, moxidectin, and pyrantel for triple protection. This innovative chewable defends against heartworm disease, ticks, fleas, and both roundworms and hookworms. It's also FDA-approved to prevent Lyme disease by targeting deer ticks. Exercise caution in dogs with a history of seizures, as sarolaner, part of the isoxazoline class, has been linked to neurologic side effects. The most frequently reported side effects include vomiting and diarrhea. For detailed prescribing information, visit SimparicaTrioDVM.com Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

302 - Outdated Or Just Respectful Navigating Job - Hopping And Text Resignations Aug 28, 2024

Are traditional expectations around resignations and job stability becoming outdated? A practice owner shares their concerns about the increasing trend of employees resigning via email or text and the prevalence of job-hopping on resumes. How can we navigate these changing norms without feeling out of touch? In this episode, Maria and Andy explore how to approach these issues with empathy and strategic thinking. They discuss practical steps for interviewing candidates with job-hopping histories, setting clear expectations during onboarding, and cultivating a workplace culture that encourages retention. Maria's deep understanding of leadership and her passion for helping others develop their skills make her the perfect guide for this conversation. Maria Pirita, a Certified Veterinary Practice Manager, Elite Fear Free Certified Veterinary Professional, and former hospital administrator, joins the conversation with her wealth of experience in veterinary medicine and leadership. Maria has spent over a decade in the field and over 20 years honing her leadership skills, making her an expert in helping veterinary leaders adapt to evolving workplace dynamics. Her background in veterinary marketing, team building, and positive work culture provides invaluable insights for addressing these modern challenges. For veterinary practice owners and managers facing the realities of today’s job market, this episode offers essential strategies for maintaining professionalism and respect while adapting to change. Join us as we tackle these critical issues with Maria’s expert guidance. 🌟 Step Up Your Leadership Game at the Uncharted Team Leads Summit! www.unchartedvet.com/tls2024 Mark your calendars for the Uncharted Team Leads Summit on September 18th! Dive into a day of dynamic workshops and insightful sessions tailored for veterinary team leads. This year’s summit features a standout lineup, including Dr. Andy Roark’s session on influential leadership techniques and Sarah Parsons’ workshop on injecting positivity and morale into the veterinary workplace. Learn the art of effective conflict mediation with Maria Pirita and transition from rule enforcer to empowering coach with Kelsey Beth Carpenter and Tyler Grogan. Don’t miss this opportunity to enhance your leadership skills, tackle common challenges, and lead your team to new heights. Join us to transform the way you lead and inspire! 🌟 Elevate your team's leadership capabilities! The Leadership Essentials Certificate, found here: https://unchartedvet.com/certificates/, provides 8 hours of targeted CE designed to empower veterinary leaders like you. This course equips your leadership team with the skills needed to run a high-functioning, united team. As part of the Uncharted membership, now is the perfect time to enhance your leadership prowess and propel your practice forward. If you're not a member, now's the time to join the community and get this Leadership Essentials Certificate included! Visit https://unchartedvet.com/uvc-membership/ to register and make a significant impact in your professional realm. Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

301 - Out Of Compassion For Clients Aug 21, 2024

This practice owner is seeking guidance on how to help their team become more empathetic and flexible with clients who may not immediately agree with recommendations. In this episode, Stephanie Goss and Dr. Andy Roark tackle a common challenge faced by veterinary practice teams: how to improve emotional intelligence and client compassion when dealing with resistant or questioning clients. Stephanie and Andy dive into the root causes of this issue, discussing how mental exhaustion and frustration can lead to negative attitudes toward clients. They offer actionable strategies for creating a more compassionate and client-centered culture, including conducting reset meetings, fostering open communication, and implementing recognition programs for positive client interactions. Let's get into this episode... This episode is brought to you by DaySmart Vet. https://www.daysmart.com/vet/features/ 📚 Dive into the world of veterinary leadership with Dr. Amanda Donnelly's insightful book, "Leading & Managing Veterinary Teams." This definitive guide explores the essential principles of effective leadership in veterinary medicine. Discover practical strategies and valuable insights to elevate your team management skills. 🔗 Get your copy on Amazon: https://www.amazon.com/Leading-Managing-Veterinary-Teams-Definitive/dp/0578308967 🌟 Elevate your team's leadership capabilities! The Leadership Essentials Certificate, found here: https://unchartedvet.com/certificates/, provides 8 hours of targeted CE designed to empower veterinary leaders like you. This course equips your leadership team with the skills needed to run a high-functioning, united team. As part of the Uncharted membership, now is the perfect time to enhance your leadership prowess and propel your practice forward. If you're not a member, now's the time to join the community and get this Leadership Essentials Certificate included! Visit https://unchartedvet.com/uvc-membership/ to register and make a significant impact in your professional realm. Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

300 - We Want Them To Love Their Jobs, Is That Too Much To Ask Aug 14, 2024

A young practice manager is struggling to maintain the momentum and enthusiasm of a high-quality team that, after an initial burst of energy, has started to settle into complacency. Despite intentional efforts to create a strong culture, clear pay scales, and a supportive environment, the leadership team is finding it difficult to inspire the same level of excitement and growth-driven mindset among their staff. Dr. Roark and Stephanie dive into the complexities of team dynamics, the importance of patience in building trust and culture, and the challenges of sustaining motivation in a growing practice. They explore how to gauge whether a team's resistance is due to processing time, differing communication styles, or simply a need for clearer direction. Through personal anecdotes and practical advice, they offer insights into how leaders can align their vision with their team's enthusiasm. Let's get into this episode... 🌟 Advance Your Leadership Skills at the Uncharted Team Leads Summit! www.unchartedvet.com/tls Mark September 18th on your calendar and ensure your presence at the Uncharted Team Leads Summit, specifically designed for veterinary team leads. Enjoy early bird pricing of $59 for members and $79 for non-members until August 16th. We're excited to showcase a distinguished panel of speakers this year, including Dr. Andy Roark on innovative leadership strategies and Sarah Parsons on enhancing team morale. Develop your skills in conflict resolution with Maria Pirita and explore motivational coaching techniques with Kelsey Beth Carpenter and Tyler Grogan. This summit is an excellent opportunity for veterinary managers and practice leaders to strengthen their leadership skills, address common management challenges, and improve team dynamics. Don't miss out on this opportunity to revolutionize how you lead and motivate your team! 🌟 Unlock Your Practice's Potential at the Practice Owner Summit! https://unchartedvet.com/event/practice-owner-summit-2024/ Connect with other veterinary practice owners at the Practice Owner Summit from December 5th to 7th in Atlanta, Georgia. This exclusive event is designed specifically for owners ready to transition from daily operations to expansive strategic growth. It's an ideal platform for exchanging ideas, discussing challenges, and discovering new strategies to improve your practice. Engage in sessions focused on leadership, business development, and effective management practices. This summit serves as a catalyst to transform your approach and elevate your practice to new heights. Secure your spot today for just $699 as a member and shift your focus to scaling your business. All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

299 - When Layoffs Hit Hard With Rebecca Rose Aug 07, 2024

This Practice Manager, like many, is not looking forward to letting someone at their practice go but what makes this particularly challenging is that this person has already expressed financial concerns. This week, Stephanie Goss is joined by Rebecca Rose, an RVT, CCC (Certified Career Coach), and CPEP (Certified Peaceful Euthanasia Professional), as they discuss how to navigate this conversation. With over 40 years of experience, Rebecca shares her insights on dealing with layoffs, the importance of employee handbooks, and maintaining a compassionate yet professional demeanor during challenging discussions. They also explore the emotional aspects of leadership and provide practical tips for handling tough conversations with empathy and clarity. Rebecca Rose's impressive career spans nearly four decades, during which she has managed veterinary clinics, collaborated with industry partners, authored articles and books, and facilitated engaging team workshops. Recently appointed to the Colorado State Board of Veterinary Medicine as one of the first RVT Members, Rebecca's enthusiasm for professional development is contagious. She is dedicated to supporting veterinary teams in reaching their highest potential and believes in building a healthy, sustainable career in veterinary medicine through memorable storytelling and interactive courses. Rebecca's extensive experience and dedication make her the perfect guest for this episode, offering valuable advice on handling difficult conversations and supporting veterinary teams with empathy and professionalism. Let's get into this episode... LINKS 🌟 Transform Your Leadership Skills with the Leadership Essentials Certificate: https://unchartedvet.com/certificates/ Looking to enhance your leadership capabilities? The Leadership Essentials Certificate program is designed to fortify your foundational skills and propel your career forward. This program comprises seven targeted courses, including Understanding The Trust Economy, Strategic Planning: Vision and Core Values, Communication Styles: DiSC, and more, each crafted to help you excel in managing single or multi-site veterinary practices. Whether you're new to leadership or looking to refine your expertise, choose the full certificate or individual courses to match your career trajectory. Advance your leadership potential now! 🌟 Looking to protect your canine patients against parasites? Look no further than Simparica Trio, sarolaner, moxidectin, and pyrantel chewable tablets. The first chewable to offer triple protection from heartworm disease, ticks and fleas, and roundworms and hookworms. It's also FDA approved to block infections that may cause Lyme disease by killing deer ticks. Use with caution in dogs with a history of seizures. Sarolaner belongs to the isoxazoline class, which has been associated with neurologic adverse reactions. The most common side effects were vomiting and diarrhea. Visit SimparicaTrioDVM.com for full prescribing information. All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

298 - Managing A Perfectionist Jul 31, 2024

This manager faces challenges with constant corrections from a perfectionist team member, causing tension within the team. Dr. Andy Roark and Stephanie Goss dive deep into managing perfectionist tendencies in a veterinary setting, highlighting the importance of empathy, open communication, and objective management. They explore how the veterinary education system can contribute to perfectionist behaviors and discuss strategies for balancing high standards with team harmony. This episode is packed with action items for any practice owner, manager, leader or veterinary team member who might be dealing with a similar situation. Let's get into this episode... 🌟 Explore Uncharted's Exclusive Community Events! unchartedvet.com/events Step into the world of Uncharted every first Sunday of the month with our Anchor Fest, exclusive to members. Engage in enriching virtual workshops, interactive discussion groups, and detailed case studies all revolving around a specific monthly theme. Sign up now to join the excitement! In addition, you'll have access to our vast Uncharted Knowledge Library, where you can find a wealth of recorded workshops and educational videos available on demand. Experience our Hallway Conversations for in-depth, impactful exchanges, and join the Practice Owner Round Tables for a dedicated space where practice owners can meet and discuss their unique challenges. Enhance your professional journey with an Uncharted membership! 🌟 Unlock Your Practice's Potential at the Practice Owner Summit! https://unchartedvet.com/event/practice-owner-summit-2024/ Join fellow veterinary practice owners from December 5th to 7th in Atlanta, Georgia, for the exclusive Practice Owner Summit. Tailored specifically for those looking to shift their focus from daily operations to strategic growth, this summit offers a unique opportunity to network, share insights, and learn from the experiences of your peers. Discuss common challenges, innovative solutions, and strategies for enhancing your practice. With sessions on leadership, business development, and management, this summit is the perfect setting to inspire and refine your vision for the practice of your dreams. Register now for just $699 if you're a member and start working on your business, not just in it. All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

297 - Assoc. Didn't Do Anything Wrong Jul 24, 2024

A practice owner is struggling how to communicate taking responsibility even when they didn't do anything wrong. In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss tackle a tough mailbag question from a practice owner dealing with a post-surgery complication. After a routine spay, a client reported swelling at the incision site, which quickly escalated to an emergency vet visit. The associate vet who performed the surgery believes they did nothing wrong, as confirmed by the emergency vet. However, the practice owner is considering helping with the ER bill to maintain client trust, but struggles with the associate's concerns about admitting fault. Andy and Stephanie dive into the complexities of balancing client care, maintaining team morale, and upholding the practice’s integrity. They offer insights on handling post-surgical complications, fostering open communication, and navigating the delicate balance between supporting clients and protecting the veterinary team. Let's get into this episode... 🌟 Discover What's Next at Uncharted Veterinary Events! Stay ahead in your veterinary career with Uncharted Veterinary's exciting lineup of events for 2024! Our website is constantly updated with the latest information, offering both fresh, innovative sessions and beloved classic events. Whether you’re looking to engage with top industry speakers or connect with our vibrant community, there’s something for everyone. Check out unchartedvet.com/events and join us for an inspiring year! 🌟 Elevate Your Leadership at the Uncharted Team Leads Summit! Set a reminder for September 18th and join us at the Uncharted Team Leads Summit, an event crafted specifically for veterinary team leaders. We're thrilled to present a lineup of expert speakers, including Dr. Andy Roark on transformative leadership techniques and Sarah Parsons on fostering positivity within your team. Gain essential skills in conflict mediation with Maria Pirita and learn how to be a motivational coach with Kelsey Beth Carpenter and Tyler Grogan. Take advantage of this chance to boost your leadership abilities, overcome typical management hurdles, and elevate your team's performance. Transform your leadership approach and inspire your team at this must-attend summit! All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbagunc

296 - Transitioning From Peer to Leader Jul 17, 2024

A veterinary professional who recently stepped into the role of tech team lead is facing the challenge of earning their team's trust while aligning with the practice owner's vision. In this episode of the Uncharted Veterinary Podcast, practice management super nerd, Stephanie Goss is joined by guests Tyler Grogan and Kelsey Beth Carpenter. Join them as they dive into a mailbag letter from a loyal listener who is struggling to transition from being a peer to a leader, especially when they support the direction set by the practice owner. Together, Stephanie, Tyler and Kelsey discuss strategies for balancing team dynamics, maintaining trust, and clear communication. They share insights on establishing expectations, open communication lines, and the importance of setting personal and professional standards to thrive in a new leadership role. Let's get into this episode... 🌟 Step Up Your Leadership Game at the Uncharted Team Leads Summit! www.unchartedvet.com/tls2024 Mark your calendars for the Uncharted Team Leads Summit on September 18th! Dive into a day of dynamic workshops and insightful sessions tailored for veterinary team leads. This year’s summit features a standout lineup, including Dr. Andy Roark’s session on influential leadership techniques and Sarah Parsons’ workshop on injecting positivity and morale into the veterinary workplace. Learn the art of effective conflict mediation with Maria Pirita and transition from rule enforcer to empowering coach with Kelsey Beth Carpenter and Tyler Grogan. Don’t miss this opportunity to enhance your leadership skills, tackle common challenges, and lead your team to new heights. Join us to transform the way you lead and inspire! 🌟 Elevate your team's leadership capabilities! The Leadership Essentials Certificate, found here: https://unchartedvet.com/certificates/, provides 8 hours of targeted CE designed to empower veterinary leaders like you. This course equips your leadership team with the skills needed to run a high-functioning, united team. As part of the Uncharted membership, now is the perfect time to enhance your leadership prowess and propel your practice forward. If you're not a member, now's the time to join the community and get this Leadership Essentials Certificate included! Visit https://unchartedvet.com/uvc-membership/ to register and make a significant impact in your professional realm. Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

295 - Help! I Have A Micromanaging Manager Jul 10, 2024

This medical director is struggling with a micromanager who is now overstepping on the medicine side of the practice. Dr. Andy Roark and practice management super nerd, Stephanie Goss take on this mailbag to help a team member deal with a manager that makes jokes about being the boss and making the decisions. The rest of the team finds it more threatening than funny and now, some of those micromanaging tendencies are starting to slip into the medical protocols. Let's get into this episode! LINKS 🌟 Explore Uncharted's Exclusive Community Events! www.unchartedvet.com/events Step into the world of Uncharted every first Sunday of the month with our Anchor Fest, exclusive to members. Engage in enriching virtual workshops, interactive discussion groups, and detailed case studies all revolving around a specific monthly theme. Sign up now to join the excitement! In addition, you'll have access to our vast Uncharted Knowledge Library, where you can find a wealth of recorded workshops and educational videos available on demand. Experience our Hallway Conversations for in-depth, impactful exchanges, and join the Practice Owner Round Tables for a dedicated space where practice owners can meet and discuss their unique challenges. Enhance your professional journey with an Uncharted membership! 🌟 Advance Your Leadership with the Leadership Essentials Certificate! www.unchartedvet.com/certificates Are you an emerging leader, a newly appointed manager, or an experienced executive seeking to enhance your leadership toolkit? The Leadership Essentials Certificate is designed to refine your core skills and prepare you for greater success. This program includes seven insightful courses such as Understanding The Trust Economy, Strategic Planning: Vision and Core Values, Communication Styles: DiSC, Feedback and Coaching, Achieving Team Buy-In, Setting Priorities, and Getting Priorities Done. Opt for the complete certificate program or select individual courses tailored to your specific professional needs. Embark on your enhanced leadership path today! All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbagunc

294 - Old Skool Medicine Makes Me Cringe Jul 03, 2024

A veterinary professional who thought they found their dream clinic is starting to see some old-fashioned medicine that needs to go. In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss address a mailbag letter from a new team member at a rural practice who is alarmed by outdated and unsafe medical practices. Concerned about the lack of physical exams, rushed appointments, and poor surgical sterility, this person wonders how to raise these issues without overstepping their bounds. Andy and Stephanie discuss how to navigate the difficult conversation of addressing substandard care, offering advice on recognizing capacity limits, setting personal and professional standards, and practical ways to advocate for patient safety. Let's get into this episode... 🌟 Discover the Benefits of Uncharted Anchor Fest: https://unchartedvet.com/upcoming-events/ Unlock exclusive educational opportunities by joining the Uncharted community. Anchor Fest is our monthly virtual event, held on the first Sunday of each month, and is available exclusively to members. These sessions feature interactive workshops, dynamic discussion groups, and in-depth case studies, all centered around a unique monthly theme. The upcoming Anchor Fest on August 4th focuses on professional growth and development. Don’t miss this chance to enhance your skills and network with peers and special guests. Become a member today and secure your spot for the next Anchor Fest! 🌟 Transform Your Leadership Skills with the Leadership Essentials Certificate: https://unchartedvet.com/certificates/ Looking to enhance your leadership capabilities? The Leadership Essentials Certificate program is designed to fortify your foundational skills and propel your career forward. This program comprises seven targeted courses, including Understanding The Trust Economy, Strategic Planning: Vision and Core Values, Communication Styles: DiSC, and more, each crafted to help you excel in managing single or multi-site veterinary practices. Whether you're new to leadership or looking to refine your expertise, choose the full certificate or individual courses to match your career trajectory. Advance your leadership potential now! All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

293 - Our Boss Refuses To Hire Jun 26, 2024

This clinic is struggling with big changes, leading to being short-staffed, and the kicker? The boss simply cannot hire right now. This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss address a mailbag letter from a practice trying to maintain high-quality care after losing team members, leaving them as a single-doctor practice. They explore how to balance patient and client care while being severely short-handed and whether to make sacrifices or adjust their business model. Andy shares valuable advice on recognizing capacity limits and not trying to be all things to all people, while Stephanie offers practical business solutions, focusing on numbers and pragmatic adjustments. Let's get into this episode... LINKS 🌟 Dive into Uncharted’s Community Events! https://unchartedvet.com/upcoming-events/ Join the Uncharted team and special guests on the first Sunday of every month for our member-exclusive Anchor Fest. These events feature virtual workshops, discussion groups, and case studies centered around a monthly theme. RSVP today and be part of the action! Plus, access our extensive Uncharted Knowledge Library, filled with recorded workshops and educational videos you can watch anytime. Don’t miss our Hallway Conversations, where impactful discussions happen, or the Practice Owner Round Tables, a private space for practice owners to connect and share experiences. Join us and make the most of your Uncharted membership! 🌟 Elevate Your Career with the Leadership Essentials Certificate! https://unchartedvet.com/certificates/ Whether you’re stepping into a leadership role, a new leader, or a seasoned pro, mastering essential skills is key to your success. The Leadership Essentials Certificate program offers seven courses designed to develop your fundamental leadership abilities and open new career doors. Dive into topics like Understanding The Trust Economy, Strategic Planning: Vision and Core Values, Communication Styles: DiSC, Feedback and Coaching, Achieving Team Buy-In, Setting Priorities, and Getting Priorities Done. Complete the full program or pick individual courses that align with your professional goals. Start your leadership journey today! Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

292 - Helping Vets Balance Wellbeing & The Practice Needs Jun 19, 2024

How do we balance supporting the team’s well-being with the demands of running a successful veterinary practice? This week on the Uncharted Podcast, Dr. Andy Roark and Stephanie Goss navigate these choppy waters, helping listeners find the perfect balance between personal and business needs. They dive into the importance of using varied measuring sticks for success and how to recognize and accommodate different life phases and priorities. Stephanie and Andy provide a treasure trove of actionable steps to help veterinarians chart a course towards a realistic work-life balance. Let's get into this episode... 🌟 Set Sail for Leadership Success! Ready to chart a course towards exceptional leadership? The Uncharted Leadership Essentials Certificate is your compass for creating a thriving workplace culture, improving patient care, and guiding your team to success. This all-new program provides 8 hours of on-demand CE, focusing on seven key areas that will help you steer your veterinary practice with confidence and skill. Perfect for leaders at any stage, this certificate equips you to helm high-performing, collaborative teams. Embark on your leadership journey today at https://unchartedvet.com/certificates/. 🌟 Get Your Team Talking with Superheroes ASSEMBLE! Looking for a fun way to boost team communication? Sign up for our newsletter and download Superheroes ASSEMBLE! This exciting game and training tool, designed by the Uncharted Veterinary Conference team, is now available for FREE. Improve team cohesion and communication by leveling the playing field and helping your team members recognize their own strengths and those of their colleagues. With built-in examples and all the materials you need, this game turns practice challenges into educational and entertaining discussions. Don’t miss out—assemble your superhero team today: https://unchartedvet.com/superheroes-assemble-signup/ Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

291 - Speak The Team Language Jun 12, 2024

The practice manager at this clinic struggles between business operations and team communication. Dr. Andy Roark and Stephanie Goss address a mailbag question from a medical director struggling with a practice manager who excels in metrics but falters in team interaction. Andy and Stephanie dive into the friction often seen between the business and medical sides of veterinary practices, especially in corporate settings. They emphasize the importance of empathy, trust, and good intent, providing actionable steps to bridge the gap between operations and medicine. They also offer strategies for giving positive feedback and fostering a supportive environment. Let's get into this episode... LINKS 🌟 Don’t Miss Out on Uncharted's Anchor Fest! Join the vibrant Uncharted community with our monthly Anchor Fest—an exclusive, members-only virtual event designed to help you excel in practice. Held once a month for about four hours, Anchor Fest features customized workshops, engaging case study activities, and interactive hallway conversations. Next up is July 7th, focusing on "Celebrating and Congratulating the Team." Don’t miss this unique opportunity to connect, learn, and grow with fellow veterinary professionals. Join us at https://unchartedvet.com/event/uncharted-anchor-fest-july-2024/ 🌟 Propel to Success with the Leadership Essentials Certificate! Ready to elevate your leadership game? The Uncharted Leadership Essentials Certificate is your ticket to shaping workplace culture, enhancing patient outcomes, and helping your team thrive. This comprehensive program offers 8 hours of on-demand CE, covering seven crucial building blocks for confident and effective leadership in today’s dynamic veterinary landscape. Whether you’re at the start of your leadership journey or looking to sharpen your skills, this certificate will equip you to lead high-performing, collaborative teams. Start your transformation now at https://unchartedvet.com/certificates/. Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

290 - My Boss Oversteps Boundaries Jun 05, 2024

An associate veterinarian who loves their job, is struggling with a practice owner's overbearing management style that pushes the boundaries of work-life balance. The team receives numerous emails and texts on their days off, and the feedback is often negative and micromanaging, creating a stressful work environment. Dr. Andy Roark and practice management super nerd, Stephanie Goss get real vulnerable sharing their own experiences with similar challenges. Together they offer insights into setting boundaries and fostering a positive workplace culture while taking our listeners on another ride to Camp Tough Love. Let's get into this episode... LINKS 🌟 Master Conflict Resolution at NAVC HiVE with Uncharted! Join Uncharted at the NAVC HiVE in Minneapolis this June for our Conflict Management Essentials workshop. This one-day, interactive training, available on June 15 or 16, equips veterinary professionals with practical tools to handle workplace conflicts effectively, improve team collaboration, and create a positive work environment. Don’t miss this chance to enhance your conflict resolution skills. Register now at https://unchartedvet.com/conflict-management-training-navc-hive. 🌟 Unlock Success with an Uncharted Membership! As an Uncharted Member, you can consult colleagues on pressing issues, join free workshops like creating pay scales, and enroll your team leads in specialized summits. Since 2017, Uncharted Veterinary Conference has empowered over 1,000 veterinary professionals worldwide with essential leadership and communication skills. Our programs cover business strategy, conflict resolution, leadership, and culture management, ensuring impactful changes in your practice. Join our supportive, solution-driven community and transform your practice today! Get started at https://unchartedvet.com/membership. Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

289 - Do Wellness Plans Make Sense For You May 29, 2024

Shawna Castillo, Director of Care Plans at Otto, joins us to tackle a critical question from a practice manager struggling with client credit limitations. Despite offering CareCredit, Scratchpay, and VetBilling, many clients still face challenges. The burning question: How do we design wellness plans in a way that is not going to make my team or my doctors lose their ever-loving minds? Practice Management super nerd, Stephanie Goss and Shawna Castillo offer their perspectives on this subject. This week's episode of the Uncharted Veterinary Podcast is brought to you by Otto. Shawna Castillo, with her 20 years of experience in the veterinary and animal health space, brings a wealth of knowledge to this topic. As a leader in people, processes, and technology, Shawna excels in influential team leadership, process improvement, client retention strategies, and customer success enablement. At Otto, she oversees the Care Memberships program, helping veterinary hospitals boost their economy, client retention, team efficiencies, and patient outcomes. Shawna's passion for understanding human and animal motivators and her love for using technology to strengthen the bond between pets, their owners, and veterinarians, makes her the perfect guest for this mailbag. Stephanie and Shawna discuss the need for care plans, enabling pet parents, especially younger generations, to afford preventative care through manageable monthly payments. They discuss key factors to consider when designing care plans and strategies to overcome common barriers from associate DVMs, team members, and clients. Shawna's insights offer invaluable guidance for veterinary practice managers and leaders looking to implement effective wellness plans without overwhelming their teams. Let's get into this episode... ADDITIONAL RESOURCES Otto Care + Uncharted Deal: https://otto.vet/uncharted/ Referenced Article: https://www.avma.org/news/turn-data-when-decisions-get-tough UVP 233 - Vet vs. Wellness Plans: https://unchartedvet.com/vet-vs-wellness-plans/ UPCOMING EVENTS ⚓ Dive into the Uncharted Medical Director Summit! Discover a realm designed for medical directors aspiring to elevate their roles. Join us for a one-day virtual summit packed with engaging sessions and workshops led by industry experts. Enhance your leadership impact, overcome challenges in team management, and boost clinical excellence and practice efficiency. Don’t miss this opportunity to transform your practice. Reserve your spot today at https://unchartedvet.com/uncharted-medical-director-summit-2024/ ⚓ Boost Your Conflict Management Skills at NAVC HiVE with Uncharted! Heads up, Minneapolis! Uncharted is hosting an essential conflict management workshop at the NAVC HiVE this June. Our Conflict Management Essentials training is perfect for veterinary professionals eager to create a peaceful work environment. This one-day, interactive training is available on two different dates for your convenience. Explore the roots of conflict, develop emotional intelligence, and learn effective communication strategies. Seize this opportunity to strengthen your team and enhance your practice's conflict resolution skills. Register now and join us at NAVC HiVE: https://unchartedvet.com/navc-hive-conflict-management-training

288 - Does Anyone Care About The Details May 22, 2024

A frustrated veterinary practice leader wonders why it seems like the details no longer matter to their team. This week on the Uncharted Veterinary Podcast, Practice Management expert Stephanie Goss and Dr. Andy Roark tackle their shortest mailbag question ever: does anyone care about the details? Together, they work through the headspace behind this question, discussing the complexities of veterinary medicine and how to foster honest conversations that lead to accountability. From fecal loops to technician tasks to tardiness, Dr. Andy Roark and Stephanie Goss walk through real-life examples, offering valuable action steps to help the team understand why the details matter. Let's get into this episode... LINKS 🌟 Join us for the Uncharted Medical Director Summit! https://unchartedvet.com/uncharted-medical-director-summit-2024/ This immersive one-day virtual event is tailored for medical directors seeking balance in their roles while positively impacting their teams and patients. Led by experienced speakers, our interactive workshops provide actionable insights on team management, clinical practice, and leadership. Connect with peers, gain valuable knowledge, and get re-energized to lead your team effectively. Visit https://unchartedvet.com/uvc-membership/ to learn more and sign up today. 🌟 Join Us for Conflict Training at HiVE in Minneapolis! https://unchartedvet.com/uncharted-medical-director-summit-2024/ On June 15 and 16, 2024, Uncharted is bringing immersive conflict management training to HiVE Minneapolis. This one-day event will equip veterinary leaders and team members with essential tools to handle conflict, navigate difficult conversations, and improve team collaboration. Spend a day developing real conflict management skills and connect with fellow practice managers or vet nurses and techs. Empower your veterinary career with the skills to confidently manage workplace conflicts and create a positive work environment. Visit https://unchartedvet.com/uvc-membership/ to learn more and sign up today. Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

287 - Doctor Development - New Grad And Established Associate May 15, 2024

This practice owner aims to develop a plan for both a new, eager graduate and an established associate who is less enthusiastic about development. Dr. Addie Reinhard, CEO of MentorVet, joins Dr. Andy Roark on this week's podcast to tackle this unique challenge. Dr. Reinhard brings a wealth of expertise to the conversation, as the founder of MentorVet—an organization known for its evidence-based approaches to promoting well-being within veterinary medicine. Her extensive research, including her role in the Merck Animal Health Veterinary Wellbeing Study, focuses on developing interventions to support mental health and well-being in the veterinary field. All of this making her the perfect person to help us with this week's mailbag. Together, Dr. Addie Reinhard and Dr. Andy Roark discuss the importance of tailored development plans, employee ownership, and provide actionable steps for any practice leader looking to enhance their mentorship programs. Let's get into this.. 🌟 Join the Uncharted Medical Director Summit! Step into a world specifically crafted for medical directors aiming to excel in their positions. Our one-day virtual summit is filled with dynamic interactive sessions and workshops led by industry experts, designed to boost your leadership impact on your team and improve patient outcomes at your practice. Overcome the challenges of team management, clinical excellence, and practice efficiency. Secure your spot today by visiting https://unchartedvet.com/uncharted-medical-director-summit-2024/ 🌟 Enhance Your Conflict Resolution Skills at the NAVC HiVE with Uncharted! Get ready, Minneapolis! Uncharted is bringing a transformative conflict management event to NAVC HiVE this June. Our Conflict Management Essentials training is a must for any veterinary professional looking to foster a harmonious work environment. This interactive, one-day training is offered twice, so you can choose the date that fits your schedule. From understanding the root causes of conflict to mastering emotional intelligence and effective communication, this workshop covers it all. Don’t miss out on this chance to build stronger, more cohesive teams and improve your practice’s conflict resolution strategies. Register now and join us at NAVC HiVE: https://unchartedvet.com/navc-hive-conflict-management-training All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

286 - We Need A Call - Out Policy May 08, 2024

An associate is struggling with their perception that the management team is not holding an otherwise exceptional team member accountable for excessive call-outs, resulting in gaps in coverage. This week on the Uncharted Podcast, Stephanie Goss and Dr. Andy Roark respond to an email signed from "A motivated associate who needs my support team to show up to work and the management team to hold them accountable." They discuss a team member who is excellent at their job but has chronic migraines causing constant absences. Andy and Stephanie aim to move from frustration to a positive mindset to tackle this mailbag question, head on. Let's get into this episode... LINKS 📚 Dive into the world of veterinary leadership with Dr. Amanda Donnelly's insightful book, "Leading & Managing Veterinary Teams." This definitive guide explores the essential principles of effective leadership in veterinary medicine. Discover practical strategies and valuable insights to elevate your team management skills. 🔗 Get your copy on Amazon: https://www.amazon.com/Leading-Managing-Veterinary-Teams-Definitive/dp/0578308967 🌟 Elevate your team's leadership capabilities! The Leadership Essentials Certificate, found here: https://unchartedvet.com/certificates/, provides 8 hours of targeted CE designed to empower veterinary leaders like you. This course equips your leadership team with the skills needed to run a high-functioning, united team. As part of the Uncharted membership, now is the perfect time to enhance your leadership prowess and propel your practice forward. If you're not a member, now's the time to join the community and get this Leadership Essentials Certificate included! Visit https://unchartedvet.com/uvc-membership/ to register and make a significant impact in your professional realm. Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

285 - We Can't Get Clients In May 01, 2024

Clients are feeling extremely frustrated by not being able to get seen with a sick pet quickly enough for their liking and unfortunately, the front desk is taking the brunt of the client frustration. This week on the Uncharted Podcast, Stephanie Goss and Dr. Andy Roark jump headfirst into another mailbag episode. They received an email from a practice who is absolutely drowning in clients. They have 5 doctors offering care weekdays AND weekends and they still can't keep up. This practice is pleading for suggestions on not letting the constant backlash wear them down at the desk or on the phones. The team feels like this can be an amazing field to work in, but are feeling like its hard not to dread coming in when the bad calls start to outweigh the good. Let's get into this episode... LINKS 🌟 Ready to transform your practice's approach to conflict management? Join the Uncharted team for a dynamic conflict management training program during the Hive Event in Minneapolis on June 15th & 16th! This one-day intensive workshop, led by industry experts including Andy Roark, Stephanie Goss and Maria Pirita, will equip you with the skills and tools to handle and train your team in resolving conflicts effectively. This isn't your typical lecture-based training; expect engaging, round-table discussions where you'll dive deep into real-life scenarios, developing practical strategies that can be immediately applied in your practice. It's an investment in your team's harmony and your practice's future. Secure your spot today—check out the link in the show notes for more details. See you in Minneapolis for a day of growth, learning, and fun! https://unchartedvet.com/conflict-management-hive-waitlist/ 🌟 Enhance your team's client communication skills with Dr. Andy Roark's Charming the Angry Client on-demand course! Designed for the entire veterinary team, this course offers a year of access to three practical programs: Using Active Staff Training, Charming the Angry Client with essential tools for handling complaints, and Case Study Examples for interactive learning. Empower your staff to handle difficult client interactions confidently and effectively. Enroll now and transform your client service experience! https://drandyroark.com/product/charming-the-angry-client/ Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

284 - Medical Director Not Managing The Naughty Doctor Apr 24, 2024

One experienced doctor's toxic behavior is jeopardizing team morale and driving away staff and new graduate veterinarians. In this episode of the Uncharted podcast, practice management expert Stephanie Goss and Dr. Erica Pounds from Banfield Pet Hospital dive into a critical issue faced by many practice leaders: dealing with toxic behavior from a team member. The episode begins with a heartfelt email from a frustrated practice leader detailing the challenges their practice has faced since losing several doctors after a corporate buyout. Stephanie and Dr. Pounds explore actionable strategies to address this issue effectively. Let's get into this episode! ABOUT OUR GUEST Dr. Erica Pounds is the enthusiastic Program Manager for Team-based Care with the Veterinary Affairs Team at Banfield Pet Hospital. Since graduating from the University of Tennessee College of Veterinary Medicine in 2011, she has climbed the ranks at Banfield, taking on pivotal roles such as Chief of Staff, Area Chief of Staff, and Interim Director of Veterinary Quality. Erica has a fervent passion for learning and particularly cherishes opportunities for leadership development. Outside the office, Erica's life is full of adventure and creativity. She's not only the supermom to four amazing boys and a partner in crime to her husband in the bustling world of superheroes and soccer, but she also finds joy and tranquility in quilting. Her sewing room is her sanctuary, a place where colorful fabrics and intricate designs come to life, providing a perfect balance to her dynamic professional life. 🌟 Experience the Uncharted Medical Director Summit! https://unchartedvet.com/uncharted-medical-director-summit-2024/ Dive into a one-day virtual summit specifically designed for medical directors striving for excellence in their roles. This event offers a unique blend of interactive sessions and expert-led workshops tailored to enhance your ability to positively influence both your team and patient care at your veterinary practice. Tackle the daily hurdles of managing a team, maintaining high clinical standards, and optimizing practice operations. Learn more and register now at https://unchartedvet.com/uvc-membership/. 🌟 Empower your veterinary leadership with the Leadership Essentials Certificate! https://unchartedvet.com/certificates/ Step into an 8-hour continuing education program that provides the tools necessary for leading effective and unified teams. Ideal for veterinary professionals looking to refine their leadership skills, this on-demand certificate program enables you and your practice partners to strengthen your leadership approach together. Available to all Uncharted members as part of their membership, now is the ideal time to join our community and boost your team’s performance. Invest in your practice's leadership and see the impact on your team's success and harmony. Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

283 - Why Are They All Leaving? What Am I Doing Wrong? Apr 17, 2024

This practice has spent a lot of time and energy to work on their culture and the team that is there loves working together, loves their clients and the management. Yet people are still leaving the practice! This week on the podcast, Dr. Andy Roark and practice management nerd Stephanie Goss are talking through an email they received in the mailbag. This letter might be short on details and the challenge this practice is facing is definitely long on the challenge. We know we can't control losing people to life events and yet this writer is finding themselves shouting at the top of their lungs "What am I doing wrong!?!?!?" Let's get into this... 🌟 Join us for the Uncharted Medical Director Summit! https://unchartedvet.com/uncharted-medical-director-summit-2024/ This immersive 1-day virtual event is tailor-made for medical directors seeking balance in their roles while making a positive impact on their teams and patients at their veterinary practices. Led by seasoned speakers with firsthand experience tackling the daily challenges of medical directors, our interactive workshops will provide actionable insights to help you navigate the complexities of team management, clinical practice, and upholding standards in your clinic. Visit https://unchartedvet.com/uvc-membership/ to learn more and sign up today. 🌟 Unlock the potential of your veterinary leadership team by embarking on a transformative journey together! In this episode, we explore the power of continued education in aligning leadership perspectives and the Leadership Essentials Certificate is the perfect opportunity: https://unchartedvet.com/certificates/ This on-demand certificate program, spanning 8 hours of CE, is designed to equip veterinary professionals with the skills needed to lead high-performing and collaborative teams. Join forces with your practice owner and partner to enhance your leadership dynamics. For Uncharted members, this valuable resource is included in your membership – making now the perfect time to join our community and elevate your leadership game. Shape your practice's future by investing in the shared growth of your leadership team! Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

282 - Returning To Work Post Mental Health Suicide Leave Apr 10, 2024

Content Warning: Mentions of suicide may be triggering to some listeners. What are some key practices in preparing the clinic for a team member returning from a mental health leave? Dr. Phil Richmond joins us to help a veterinary practice manager wondering how they can prepare a safe space within their clinic, for a team member to return to. Together, Stephanie Goss and Dr. Phil Richmond tackle many action steps and offer valuable resources to get the right work policy in place for any team. Let's get into this episode... LINKS AND RESOURCES JAVMA Article Suicide among veterinarians in the United States from 1979 through 2015: https://avmajournals.avma.org/view/journals/javma/254/1/javma.254.1.104.xml EEOC Resources: https://www.eeoc.gov/laws/guidance/enforcement-guidance-ada-and-psychiatric-disabilities AVMA EAP Resources: https://www.avma.org/news/exploring-employee-assistance-programs-veterinary-practices-are-they-bother-or-benefit Return to Work Checklist (US Friendly) - Page 37: https://workplacesuicideprevention.com/wp-content/uploads/2022/06/20220630-FINAL-FINAL-HR-EmploymentLaw-WhitePaper.pdf Not One More Vet: https://www.nomv.org/ 🌟 Join us for the Uncharted Medical Director Summit! https://unchartedvet.com/uncharted-medical-director-summit-2024/ This immersive 1-day virtual event is tailor-made for medical directors seeking balance in their roles while making a positive impact on their teams and patients at their veterinary practices. Led by seasoned speakers with firsthand experience tackling the daily challenges of medical directors, our interactive workshops will provide actionable insights to help you navigate the complexities of team management, clinical practice, and upholding standards in your clinic. Visit https://unchartedvet.com/uvc-membership/ to learn more and sign up today. 🌟 Unlock the potential of your veterinary leadership team by embarking on a transformative journey together! In this episode, we explore the power of continued education in aligning leadership perspectives and the Leadership Essentials Certificate is the perfect opportunity: https://unchartedvet.com/certificates/ This on-demand certificate program, spanning 8 hours of CE, is designed to equip veterinary professionals with the skills needed to lead high-performing and collaborative teams. Join forces with your practice owner and partner to enhance your leadership dynamics. For Uncharted members, this valuable resource is included in your membership – making now the perfect time to join our community and elevate your leadership game. Shape your practice's future by investing in the shared growth of your leadership team! Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

281 - Be Efficient, High Quality and Low-Stress? Apr 03, 2024

This week on the Uncharted Podcast, Stephanie Goss and Dr. Andy Roark dive into another intriguing submission from the mail bag. This time, they tackle a question from a practice owner who's embarking on the journey of opening a new clinic and is pondering what type of client experience to deliver. The practice owner is eager to establish a distinctive client experience for their new venture but is uncertain about the direction to take. Stephanie and Andy emphasize the importance of aligning the client experience with the practice's vision and values. They get a little spicy in debunking the notion of a one-size-fits-all approach, emphasizing that the client experience should be tailored to reflect the unique identity and goals of the practice. Stephanie and Andy provide actionable steps to help the practice owner extract their vision and values and translate them into tangible practices for their new startup team. From defining core values to training the team, they offer practical guidance to empower the practice owner in shaping a client experience that resonates authentically with their practice ethos. Let's get into this episode... LINKS 🌟 Join us for the Uncharted Medical Director Summit! https://unchartedvet.com/uncharted-medical-director-summit-2024/ This immersive 1-day virtual event is tailor-made for medical directors seeking balance in their roles while making a positive impact on their teams and patients at their veterinary practices. Led by seasoned speakers with firsthand experience tackling the daily challenges of medical directors, our interactive workshops will provide actionable insights to help you navigate the complexities of team management, clinical practice, and upholding standards in your clinic. Visit https://unchartedvet.com/uvc-membership/ to learn more and sign up today. 🌟 Unlock the potential of your veterinary leadership team by embarking on a transformative journey together! In this episode, we explore the power of continued education in aligning leadership perspectives and the Leadership Essentials Certificate is the perfect opportunity: https://unchartedvet.com/certificates/ This on-demand certificate program, spanning 8 hours of CE, is designed to equip veterinary professionals with the skills needed to lead high-performing and collaborative teams. Join forces with your practice owner and partner to enhance your leadership dynamics. For Uncharted members, this valuable resource is included in your membership – making now the perfect time to join our community and elevate your leadership game. Shape your practice's future by investing in the shared growth of your leadership team! Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

280 - Work is Good, Still Burned Out Mar 27, 2024

This week on the Uncharted Podcast, Dr. Andy Roark and veterinary practice management whiz, Stephanie Goss dive into a heartfelt letter from a listener grappling with burnout in the veterinary world. Despite swimming in a sea of perks—great pay, abundant time off, and a tight-knit support system—the listener finds themselves treading water, feeling stuck in the profession's turbulent waves. They're struggling to keep their head above water amidst rising client demands and a sinking sense of passion. Andy and Stephanie embark on a buoyant journey through the listener's challenges, sprinkling in their trademark ride to Camp Tough Love. Together, they explore different mindsets and paddle through practical strategies to reignite the listener's love for veterinary medicine. Let's get into this... 🐾 Dive into the Uncharted Veterinary Conference and elevate your practice to new heights! 🌊 https://unchartedvet.com/uvc-april-2024/ 🌊 Have you noticed a dip in appointment visits? It's happening across the country but we're staying on top of it at Uncharted. It's time to chart your course to success at the Uncharted Veterinary Conference, happening April 18-20, 2024, at the luxurious Westin Poinsett Hotel in Greenville, SC! Join us for three days of immersive learning and networking as we help you rise above the surface of the veterinary industry. Discover how to make your practice stand out amidst the clamor, with insights from leading voices in veterinary medicine and beyond. At Uncharted, you'll learn how to navigate the currents of branding, community engagement, team recruitment, and client communication. Gain practical strategies and tools to create a standout brand that reflects your practice's unique vision and values. Plus, the Choose Your Own Adventures sessions let you hear what real practices are doing in their clinics right now! Don't miss your chance and register today. ⚓ Cant make it in person? All workshops and general sessions will be recorded and put in the community so register for a membership to gain access: https://unchartedvet.com/uvc-membership/ As a leader in your veterinary practice, you understand the importance of continuous growth and development. However, with a packed schedule and pressing tasks, finding the support and resources you need can be challenging. That's where the Uncharted Community comes in. Joining the Uncharted online community gives you access to a wealth of resources and support from fellow veterinary professionals. Whether you're seeking advice on handling a tricky client situation, attending workshops to achieve your practice goals, or providing your team leads with specialized training, Uncharted has you covered. Join today! Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag Upcoming events: unchartedvet.com/upcoming-events/

279 - Our Manager is Gossiping About The Team Mar 20, 2024

In this week's episode of The Uncharted Podcast, Dr. Andy Roark and Stephanie Goss dive into a letter from the mailbag. It's from a kennel technician grappling with a toxic workplace culture. This dedicated individual is working tirelessly in the kennels for experience requirements for vet school. However, the atmosphere within the kennels is far from supportive, with the kennel manager engaging in gossiping and making side remarks. Despite reaching out to the practice manager for assistance, the situation remains unchanged, leaving the kennel attendant feeling frustrated and unheard. Andy and Stephanie provide valuable insight about looking at the big picture and how to navigate these kinds of conversations. Let's get into this episode.... UPCOMING EVENTS/INFO 🚀🎉 Get ready to ignite your leadership potential: www.UnchartedVet.com/ONTHEROAD Join Dr. Andy Roark, Stephanie Goss, Maria Pirita, CVPM and Tyler Grogan, RVT for an unforgettable experience at the Uncharted Leadership Essentials Roadshow in Atlanta, Georgia, on May 5th and 6th. Embark on a two-day journey packed with dynamic discussions and hands-on training tailored to YOUR veterinary practice. Atlanta in May offers the perfect backdrop for learning and growth, with its vibrant atmosphere and bustling energy. This isn't your typical CE event – it's a transformative adventure filled with insights, camaraderie, and actionable strategies to elevate your clinic's success. Don't miss out on this opportunity to align with your practice leaders and make a lasting impact. 🌟 Can't make it to Atlanta? No worries! UnchartedVet.com/certificates Elevate your leadership game with the Uncharted Leadership Essentials Certificate program at home! Whether you're aspiring to take on a management role or looking to fine-tune your leadership skills, this comprehensive program is your pathway to success. Tailored for veterinary professionals at all stages of their careers, the Leadership Essentials Certificate consists of seven essential courses designed to empower you with the tools and knowledge needed to thrive in your role. From understanding the trust economy to mastering strategic planning and communication styles, each course focuses on key aspects of effective leadership. Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag Upcoming events: unchartedvet.com/upcoming-events/

278 - Personal Touch In A Digital World Mar 18, 2024

In this episode of the Uncharted Podcast, Dr. Andy Roark jumps into a crucial mailbag but this time with special guest Dr. Sarah Wolff. Together they tackle a pressing question from a practice manager struggling with maintaining the personal touch in client interactions after transitioning to digital communications. Sarah Wolff, a seasoned veteran of the veterinary field, embarked on her journey inspired by James Herriot's tales. Over her 22-year career, she's navigated every role imaginable in a veterinary team, from humble beginnings as a kennel assistant to the esteemed position of medical director. Through her extensive experience, Sarah has witnessed the dynamic evolution of veterinary care, but one principle has remained constant: client relationships are the cornerstone of exceptional veterinary medicine. Today, she's dedicated to helping teams cultivate these relationships, fostering excellent client experiences that enrich both the practice and the individuals within it. For more insights from Sarah, visit her online at www.DrSarahWolff.com and follow her on Twitter @DrSarahWolff. In this episode's mailbag entry, our featured practice manager voices a common concern among modern practices: striking a balance between efficiency-driven digital communications and maintaining the human connection with clients. With technology streamlining communication processes, practices risk losing the personal touch that sets them apart in the hearts of their clients. Let's get into this episode! UPCOMING INFO/EVENTS Join us for the upcoming Uncharted Veterinary Conference in April 2024, where industry leaders will converge to explore strategies for breaking through the noise and crafting compelling narratives that resonate with your community. Learn how to Stand out in a Sea of Noise and register now at https://unchartedvet.com/uvc-april-2024/. Can't make it to Greenville? Explore our new Leadership Essentials Certificate, offering 8 hours of CE and empowering leaders at all levels to achieve excellence. Learn more and access the program online or in person at https://unchartedvet.com/certificates/ Elevate your leadership skills and join our vibrant community of veterinary professionals by becoming an Uncharted member. Gain exclusive access to valuable resources and benefits, including the Leadership Essentials Certificate, as part of your membership. Join us today at https://unchartedvet.com/uvc-membership/. Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love to hear discussed on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

277 - Top 3 Things Practices MUST Be Doing To Keep Clients Coming In The Doors Mar 13, 2024

This week on the Uncharted Podcast, practice management super nerd, Stephanie Goss invited special guest Bill Schroeder to come discuss something all of our practices should be getting ready for - the big slow down. We know that some clinics still have clients coming out their ears while others are experiencing a very rapid slowing of appointment volume. So many of us have been focusing on hiring and retaining team members to support our case loads that we've put things like marketing, updating reminder protocols and website updates on the back burner. Bill Schroeder owns InTouch Practice Communications (www.InTouchVet.com), a full-service digital marketing agency built specifically for the veterinary community. As an entrepreneur, international speaker, veterinary thought leader, and digital marketing enthusiast who has leveraged his love of people and pets to help veterinary practices grow and thrive - Stephanie thought Bill would be the perfect guest to talk strategy with. Bill's team and their more than 8,000 client success stories are the basis for his speaking sessions and his drive to help practices learn how to actually implement these things in your practice. Bill serves on the Board of Directors for VetPartners, teaches within the MBA program at Purdue University, and can be found teaching from many of the veterinary conference stages around the world. Stephanie asked Bill to come discuss the three most important things every clinic should be doing right now to keep clients coming in the doors. Between outsourcing google ads and online reputation management, Stephanie and Bill give you realistic tips that you can put into practice today. Let's get into this episode... UPCOMING INFO/EVENTS Embark on the last journey to Greenville with us before we venture into uncharted waters! Uncharted Veterinary Conference: https://unchartedvet.com/uvc-april-2024/ In a world filled with noise—news, content, and promotions bombarding us from all directions—your business struggles to be heard above the clamor. Amid countless messages vying for attention, how can you ensure your message stands out? How can you craft a narrative that gives your brand a distinctive voice and resonates with your community without resorting to shouting? It's time to anchor down and rise above the sea of noise. Join us this April at the Uncharted Veterinary Conference, where prominent voices in veterinary medicine and beyond will converge to explore how veterinary brands can break through the surface. Prepare to learn, share insights, and make waves in your veterinary practice. Register now to be part of this transformative experience in April 2024 at Uncharted. If you can't join us in Greenville, consider checking out our new Leadership Essentials Certificate https://unchartedvet.com/certificates/ - you can access the program online OR in person. Our team may be coming soon to a city near you. Check out the program and all our upcoming dates on the website. https://unchartedvet.com/ontheroad Our Uncharted Leadership Essentials Certificate consists of seven fundamental building blocks, empowers leaders at any level to achieve excellence. This on-demand program offers 8 hours of CE, fostering the skills necessary to lead high-performing and collaborative teams. Exclusive access is granted to Uncharted members as part of their membership benefits, making it the opportune time to join our community! Uncharted Membership: https://unchartedvet.com/uvc-membership/ Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love to hear discussed on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag Upcoming events: unchartedvet.com/upcoming-events/

276 - Managing With A Married Couple Mar 06, 2024

Dr. Andy Roark and practice management super geek, Stephanie Goss are back with another letter from our mailbag. This time a manager writes in who is struggling with communication in her practice. This manager's newish to practice ownership DVM struggles to communicate with the team as a whole. The manager is fielding complaints from the team about the holes in communication. And to make it more challenging, the practice owner's wife is also heavily involved in the practice, despite her lack of veterinary background. This manager is struggling with knowing how to address the team's concerns when they share some of them as well as struggling to find their own place in the triangle between the practice owner, their partner and the manager. This one is a doozy, let's get into this.... UPCOMING EVENTS/INFO 🌟 Unlock the potential of your veterinary leadership team by embarking on a transformative journey together! In this episode, we explore the power of continued education in aligning leadership perspectives and the Leadership Essentials Certificate is the perfect opportunity: https://unchartedvet.com/certificates/ This on-demand certificate program, spanning 8 hours of CE, is designed to equip veterinary professionals with the skills needed to lead high-performing and collaborative teams. Join forces with your practice owner and partner to enhance your leadership dynamics. For Uncharted members, this valuable resource is included in your membership – making now the perfect time to join our community and elevate your leadership game. Shape your practice's future by investing in the shared growth of your leadership team! 🚀 Accelerate your leadership journey with the Uncharted Leadership Essentials Roadshows: https://unchartedvet.com/on-the-road/ Calling all veterinary leaders to join Dr. Andy Roark, Stephanie Goss, and Maria Pirita at the Uncharted Leadership Essentials Roadshow in Atlanta, Georgia, on May 5th and 6th. Picture two days of dynamic, Uncharted-style engagement where you'll not only explore the Leadership Essentials Certificate program but also engage in real-world discussions about strategically working ON, not just IN, YOUR veterinary practice. Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

275 - Rec Letters That Work Feb 28, 2024

On this week's episode of the Uncharted Podcast, Dr. Andy Roark and practice management super nerd, Stephanie Goss take on a new kind of mailbag. This time, our listener struggles with writing a recommendation letter but not for the reason you might think. This person cannot stop gushing over their rockstar vet tech and is wondering what even makes for a good recommendation letter in the first place. Together, Andy and Stephanie give their tips for effective recommendation letters and how to politely decline if you may not be the right person to write it. Let's get into this episode.... Upcoming Events/Info As a leader, you have the ability to shape workplace culture, influence patient outcomes, and help veterinary teams thrive in practice. Developing the skills you need to succeed as a leader in today’s dynamic veterinary business landscape starts here. An Uncharted Leadership Essentials Certificate provides you with seven crucial building blocks to lead with confidence at any level and achieve excellence in your veterinary practice. This new Certificate program offers 8 hours of CE in an on-demand format that will equip veterinary professionals to lead high-performing and collaborative teams. Our Uncharted members get special access included in their membership so there has never been a better time to join the community than right now! COME TO GREENVILLE WITH US ONE LAST TIME BEFORE WE HEAD OUT INTO UNCHARTED WATERS! The world is noisy. News. Content. Promotions. There are messages swirling all around us. In our inboxes, on our phones, on the radio, on the drive down the street. It’s message after message competing for our attention. And your business is caught in the current. So how do you make sure your message is heard? How do you tell a story that gives your brand a unique voice? How do you connect with your community without simply shouting louder? It’s time to drop anchor and stand out in a sea of noise. This April, we’re bringing big voices in veterinary medicine and beyond together at the Uncharted Veterinary Conference to discover how veterinary brands can rise above the surface. Get ready to learn, share, and make waves at your veterinary practice. REGISTER NOW TO JOIN US IN APRIL 2024 at Uncharted. Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag Upcoming events: unchartedvet.com/upcoming-events/

274 - How Do I Give Them Time Off AND Keep Everyone Happy? Feb 21, 2024

This week on the podcast, veterinary practice management super nerd Stephanie Goss gets to dive into another mailbag but this time, with RVT and Manager, Tami Lind. This mailbag comes from an ER Practice Manager who loves how close the team is but is struggling to accommodate giving them time off together. Stephanie and Tami navigate the very difficult world of time off requests and what to do when you simply can't please everyone. Let's get into this... ABOUT OUR GUEST Tami Lind, RVT is currently ICU, ER and Immediate Care supervisor at Purdue University and has been working at the university for the last 13 years. She attended veterinary technology school at Purdue and graduated in 2010 with a bachelor’s degree in Veterinary technology. Two years later Tami assumed the ICU and ER supervisor role at Purdue University. She received her VTS in Emergency/Critical Care in 2016. Her passion is teaching veterinary nurses and veterinary students in preparing them for their career ahead. UPCOMING EVENTS/INFO ⚓ Join us at the Practice Manager Summit – a virtual event designed to tackle the unique challenges faced by practice managers. Dive into interactive workshop sessions, peer discussion segments, and experience the energy of Uncharted events firsthand! ✨ Explore sessions on..... 🐾 managing team conflicts 🐾 enhancing team member retention 🐾setting boundaries in a management role ✨ Connect with fellow practice managers and exchange insights that drive meaningful change. ✨ Earn 5.5 CE credits towards CVPM, enjoy dance parties, giveaways, and more! Ready to make waves? Join us at the Practice Manager Summit and let's redefine veterinary practice management together! ⚓ As a leader, you have the ability to shape workplace culture, influence patient outcomes, and help veterinary teams thrive in practice. Developing the skills you need to succeed as a leader in today’s dynamic veterinary business landscape starts here. An Uncharted Leadership Essentials Certificate provides you with seven crucial building blocks to lead with confidence at any level and achieve excellence in your veterinary practice. This new Certificate program offers 8 hours of CE in an on-demand format that will equip veterinary professionals to lead high-performing and collaborative teams. Our Uncharted members get special access included in their membership so there has never been a better time to join the community than right now! Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

273 - When The Vet Won't GO FASTER Feb 14, 2024

This week on the Uncharted Podcast, Dr. Andy Roark is joined by veterinary practice management expert, Dr. Amanda Donnelly and together they tackle another question from the mailbag. In this episode, they take on the challenge of a veterinarian who, despite being exceptional with clients and production, struggles with efficiency in exam rooms, causing a backlog of duties. This backlog bleeds into other doctor's plates, having to have them finish his work yet the practice owner is hesitant to discipline for fear of losing this veterinarian. Dr. Amanda Donnelly offers her insight to strategize ways to set clearer job expectations, foster self-reflection, and provide effective feedback. Together, they explore external resources like mentorship programs and leadership coaching to enhance the vet's performance. Let's get into this episode.... 📚 Explore more about the book and veterinary leadership on Dr. Amanda Donnelly's official website: AmandaDonnellyDVM.com Dive into the world of veterinary leadership with Dr. Amanda Donnelly's insightful book, "Leading & Managing Veterinary Teams." This definitive guide explores the essential principles of effective leadership in veterinary medicine. Discover practical strategies and valuable insights to elevate your team management skills. 🔗 Get your copy on Amazon: Leading & Managing Veterinary Teams ABOUT OUR GUEST: Dr. Amanda Donnelly, a speaker, consultant, and author with over 30 years’ experience in the veterinary profession. She is a second-generation veterinarian who combines her practice experience and business expertise to help practice leaders communicate better with their teams and clients. Dr. Donnelly is a graduate of the College of Veterinary Medicine at the University of Missouri. She is the author of Leading and Managing Veterinary Teams and writes the Talk the Talk communication column for Today’s Veterinary Business. Dr. Donnelly has won many accolades including being named the 2023 Practice Management Educator of the Year for WVC. ⚓ Join us at the Practice Manager Summit – a virtual event designed to tackle the unique challenges faced by practice managers. Dive into interactive workshop sessions, peer discussion segments, and experience the energy of Uncharted events firsthand! https://unchartedvet.com/practice-manager-summit-2024/ ✨ Explore sessions on..... 🐾 managing team conflicts 🐾 enhancing team member retention 🐾setting boundaries in a management role ✨ Connect with fellow practice managers and exchange insights that drive meaningful change. ✨ Earn 5.5 CE credits towards CVPM, enjoy dance parties, giveaways, and more! Ready to make waves? Join us at the Practice Manager Summit and let's redefine veterinary practice management together!

272 - Does Writing People Up Ruin Team Trust And Culture? Feb 07, 2024

This week on the podcast, Dr. Andy Roark and practice management wiz, Stephanie Goss, tackle the intricacies of performance improvement plans in the veterinary setting that aren't all negative. The traditional approach has been carrot and stick when it comes to performance management. We know that approach is damaging to good culture where there is an environment of self-driven improvement and goals. This time, the mailbag brings us someone from the corporate world who is struggling to find balance between uplifting their team by creating psychological safety and still protecting the practice from a legal perspective through documentation of mistakes. The duo explores the dichotomy between transactional leadership and transformational leadership, shedding light on how both are truly necessary to run great cultures. Let's get into this episode! UPCOMING EVENTS 🚗🌟 Uncharted is hitting the road, and veterinary leaders, you're invited to join the adventure! Dr. Andy Roark, Stephanie Goss and Maria Pirita are bringing the Uncharted Leadership Essentials Roadshow to Atlanta, Georgia, on May 5th and 6th. Imagine two days of dynamic, Uncharted-style engagement where you'll dive into the Leadership Essentials Certificate program with real-world discussions about YOUR veterinary practices. This isn't your average CE event – it's a jam-packed, fun-filled experience that promises insights, camaraderie, and memories. Can't make it to Atlanta? Fear not! Future dates and locations are in the pipeline. Rev up your leadership journey at UnchartedVet.com/ONTHEROAD and secure your spot for a transformative ride! An Uncharted Leadership Essentials Certificate provides you with seven crucial building blocks to lead with confidence at any level and achieve excellence in your veterinary practice. Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

271 - I Can't Handle It Anymore, How Do I Teach Them Self - Awareness Jan 31, 2024

This week on the podcast, Dr. Andy Roark and former practice administrator and veterinary practice management super nerd Stephanie Goss dive into an email they received in the mailbag. A listener of the podcast heard episode 229 where a technician was sure that the team had to be talking behind their back. Andy and Stephanie discussed having self-awareness as a skill in that episode and our listener wanted to know how to handle it when you have a team member or team members who seem to have little to no self-awareness skills. The questions boiled down to "How do you actually teach self-awareness?" Is it actually possible? Andy and Stephanie feel really strongly that for the most part it is and there are some ways that make approaching the teaching aspect a lot less of an uphill battle. This is a rowdy one, let's get into this... RESOURCES MENTIONED IN THE EPISODE DiSC Information and Assessments https://www.discprofile.com/what-is-disc Veterinary Leadership Institute's Veterinary Leadership Experience https://veterinaryleadershipinstitute.org/programs/vle/ UPCOMING EVENTS/INFO As a leader, you have the ability to shape workplace culture, influence patient outcomes, and help veterinary teams thrive in practice. Developing the skills you need to succeed as a leader in today’s dynamic veterinary business landscape starts here. An Uncharted Leadership Essentials Certificate provides you with seven crucial building blocks to lead with confidence at any level and achieve excellence in your veterinary practice. This new Certificate program offers 8 hours of CE in an on-demand format that will equip veterinary professionals to lead high-performing and collaborative teams. Our Uncharted members get special access included in their membership so there has never been a better time to join the community than right now! https://unchartedvet.com/certificates/ Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

UVP - 270 - How The Heck Do I Make Them Feel Appreciated... And Say Thank You ! Jan 24, 2024

This week on the podcast, Dr. Andy Roark and practice management super geek, Stephanie Goss are talking about love. Love languages that is. We received an email in the mailbag from a practice owner who loves their team. They have tried acknowledging the hard working individuals in a variety of ways from bonuses to holiday gifts to celebrating during tech week and behind. They feel like nothing they have tried seems to be truly appreciated by the team and they are wondering what they are doing wrong. They want the team to not only know their value but feel it and they are reaching out for some help and advice figuring out how to solve this problem. Andy and Stephanie walk through headspace around the unique position as a practice owner in this scenario and talk through how to recognize what team members value and how they like to receive appreciation in their own love language. Let's get into this... RESOURCES MENTIONED IN THE EPISODE The Languages of Appreciation at Work: https://www.appreciationatwork.com/work-personality-test/ UPCOMING EVENTS/INFO As a leader, you have the ability to shape workplace culture, influence patient outcomes, and help veterinary teams thrive in practice. Developing the skills you need to succeed as a leader in today’s dynamic veterinary business landscape starts here. An Uncharted Leadership Essentials Certificate provides you with seven crucial building blocks to lead with confidence at any level and achieve excellence in your veterinary practice. This new Certificate program offers 8 hours of CE in an on-demand format that will equip veterinary professionals to lead high-performing and collaborative teams. Our Uncharted members get special access included in their membership so there has never been a better time to join the community than right now! Leadership Essentials Program: https://unchartedvet.com/certificates/ Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

UVP - 269 - Top Tricks For Talking Money With Clients Jan 22, 2024

In this week's episode, Dr. Andy Roark is joined by Adam Christman and Louise Dunn to discuss their favorite tips for handling financial conversations. Together they tackle some of the common challenges we face as veterinary professionals and offer various resources to make sure we're keeping care accessible. They both offer insight into effective team training as well as the importance of creating a special veterinary experience for your clients. Let's get into this episode! This episode is brought to you by CareCredit! https://www.carecredit.com/vetmed/ This information is shared solely for your convenience. All statements are the sole opinions of Uncharted Veterinary Podcast, and neither Synchrony nor its affiliates, including CareCredit, make any representations or warranties regarding the content. LINKS AAHA Article on Pet To Care Study: https://www.aaha.org/publications/newstat/articles/2022-08/getting-to-know-the-path-to-care-can-help-bring-more-clients-your-way/ CareCredit Tip Sheet: https://www.carecredit.com/sites/pc/pdf/financial-care-supports-care-for-pets.pdf Pet Health Finder: https://www.pethelpfinder.org/m/phf Pawlicy Advisor: https://www.pawlicy.com Pet's Best Resources: https://www.petsbest.com/vets ABOUT OUR GUESTS Louise Dunn is a renowned award-winning international speaker, writer and consultant. She brings over 40 years of in the trenches experience and her business education to veterinary management. Louise is founder and CEO of Snowgoose Veterinary Management Consulting. SVMC works with veterinarians who want to develop a strategic plan that consistently produces results. Most recently Louise received many awards including the WVC Educator of the Year numerous times and VetPartner’s The Life Time achievement Award in January 2016. Besides all aspects of practice management and mentoring, Louise’s passions include her husband Joel, Annabelle her English mastiff Therapy dog and her little sister Afton, kayaking, opera , gardening and New England Patriot’s football. Adam Christman, DVM, MBA, is the chief veterinary officer for dvm360®—an MJH Life Sciences® company —who oversees content strategy and development and is the brand voice and personality for dvm360®’s multimedia channels. As a charismatic leader, he brings wit, humor, and authenticity to animal health care as the host of a new web-based talk show, dvm360 Live!™, The Vet Blast Podcast, continuing education webinars, and live media broadcasts. Christman also has been in private practice and shelter medicine for 18 years and is currently a member and treasurer of the New Jersey Veterinary Medical Association. He received his DVM degree from Iowa State University’s College of Veterinary Medicine in Ames, Iowa, and his MBA from Aspen University in Denver, Colorado. Christman is a national thought leader, speaker, and author on practice management, social media, and rehabilitation, and coauthored, “Honey, Have You Squeezed the Dachshund? A Pet Owner’s Guide for Owners Who Are Terrified of IVDD”—a book on dogs with disabilities. He has been featured in multiple publications and appeared on various multimedia shows throughout the United States, sharing his expertise and passion on all things veterinary medicine. As an avid social media influencer for animal health care, he has over 800,000 followers on TikTok and 53,000 followers on Instagram. He loves to engage with fellow pet parents and veterinary professionals across social media. Christman is an advocate of Pride VMC and Pawsibilities. He is also the proud dog dad to 4 dachshunds and believes no one should be deprived of the incredible human-animal bond.

UVP - 268 - We've Got A Narcissist In The Practice- What Do I Do? Jan 17, 2024

This week on the podcast, Dr. Andy Roark and practice manager Stephanie Goss are in the mailbag to tackle an email from a member of a hospital leadership team who is worried they have a narcissist on the team and it doesn't seem like the practice owner is willing to deal with the behavior from this person or get rid of them. The team is dropping like flies as a result of naughty behavior from this team member and this leader is wondering what they can do to help in this situation. Let's get into this... COME TO GREENVILLE WITH US ONE LAST TIME BEFORE WE HEAD OUT INTO UNCHARTED WATERS! The world is noisy. News. Content. Promotions. There are messages swirling all around us. In our inboxes, on our phones, on the radio, on the drive down the street. It’s message after message competing for our attention. And your business is caught in the current. So how do you make sure your message is heard? How do you tell a story that gives your brand a unique voice? How do you connect with your community without simply shouting louder? It’s time to drop anchor and stand out in a sea of noise. This April, we’re bringing big voices in veterinary medicine and beyond together at the Uncharted Veterinary Conference to discover how veterinary brands can rise above the surface. Get ready to learn, share, and make waves at your veterinary practice. REGISTER NOW TO JOIN US IN APRIL 2024 at Uncharted. Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

UVP - 267 - Going From Being Their Friend To Being Their Boss Jan 10, 2024

This week on the Uncharted Veterinary Podcast, Stephanie Goss and her special guest co-host, Maria Pirita, CVPM dive into a discussion about how to navigate the tricky waters when you go from being friends and a part of the team to being their boss. In this case, the new practice manager is facing an even more uphill battle because they aren't quite sure that the practice owner has their back. The team sides with decisions the old practice manager would have made and if the practice owner doesn't wade in, this manager is left feeling like they have no friends AND no one respects them. Good thing Stephanie and Maria aren't afraid of swimming through the uncharted waters. Let's get into this. LINKS: UVP: I'm the Boss, Can We Still Be Friends? : https://unchartedvet.com/friends-with-the-boss/ UVP: If You and I Hang Out, Does Everyone Need To Be Invited? : https://unchartedvet.com/does-everyone-need-to-be-invited/ UPCOMING EVENTS: https://unchartedvet.com/practice-manager-summit-2024/ HEY, PRACTICE MANAGER, THIS DAY IS FOR YOU There’s no one else like you in the veterinary practice. Managing the business. Moderating conflict within the team. Fixing broken printers, again. You wear more hats than anyone else in the practice. All of these look great on you, of course. That doesn’t mean the challenges of leadership don’t phase you. Managing people effectively in a field that is tied tightly to emotions and high-speed decision-making is a constant learning experience. You need tools and strategies to take the reins and guide your team through it all…and support for you too. It’s time to connect with your fellow practice managers to share what gets you excited about your role, find solutions for what needs your focus now, and discover new ways to shine even brighter as a manager. Come join us for this one day, virtual summit! A community awaits you. Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 266 - How Do I Make Them See Me As a Doctor and Not a Tech? Jan 03, 2024

This week on the podcast, Dr. Andy Roark and practice manager Stephanie Goss chat about the personal and professional challenges faced by a new veterinarian who started working at a practice where she previously functioned as a technician. They dive deep into how behaviors and perceptions from her past role have affected her current role, leading to conflicts of priority and time management. Andy and Stephanie walk through their thoughts on how to establish boundaries, leverage teamwork, and handle these challenges. The conversation also navigates strategies for better self-awareness, handling requests, and the concept of creating 'friction' to narrow down responsibilities. Let's get into this! COME TO GREENVILLE WITH US ONE LAST TIME BEFORE WE HEAD OUT INTO UNCHARTED WATERS! The world is noisy. News. Content. Promotions. There are messages swirling all around us. In our inboxes, on our phones, on the radio, on the drive down the street. It’s message after message competing for our attention. And your business is caught in the current. So how do you make sure your message is heard? How do you tell a story that gives your brand a unique voice? How do you connect with your community without simply shouting louder? It’s time to drop anchor and stand out in a sea of noise. This April, we’re bringing big voices in veterinary medicine and beyond together at the Uncharted Veterinary Conference to discover how veterinary brands can rise above the surface. Get ready to learn, share, and make waves at your veterinary practice. REGISTER NOW TO JOIN US IN APRIL 2024 at Uncharted: https://unchartedvet.com/uvc-april-2024/ Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

UVP - 265 - Unplugged 2023 - Did We Do Better Than Last Time? Dec 27, 2023

This week on the Uncharted Podcast, practice management geek Stephanie Goss takes the reins and invites her close friends Tyler Grogan, CVT - Director of Creative Marketing at Uncharted and Eric Garcia, CEO of Simply Done Tech Solutions to cohost the episode. In case you haven't heard Tyler and/or Eric on the podcast before, you are in for a treat. Tyler Grogan is a Certified Veterinary Technician with experience in specialty, emergency and general practice. A total Hufflepuff and Scrabble enthusiast, Tyler brings her experience with brand building, marketing, storytelling across multiple digital platforms, and exploring new ways to elevate the client experience to the Uncharted community, events and team. Eric Garcia is an IT expert, digital marketer and veterinary industry thought leader when it comes to social media and marketing. Eric was voted VMX 2020 Speaker of the Year by conference attendees and he speaks regularly at conferences all throughout the world. With all that travel and living his work life online, Eric has made it part of his lifestyle to regularly unplug from technology and the internet. This week, Stephanie, Tyler and Eric revisit their experiences unplugging since Uncharted podcast episode 195 (https://unchartedvet.com/unplug-fail/). They talk through some of the major wins and some of the not so shining moments for each of them in learning to unplug. They also dive in to a discussion on why social media can be problematic within our industry and how creating healthy technology boundaries can contribute to a better overall well-being. Let's get into this... Click here to get your free ebook about Unplugging and learn more about it: https://ericgarciafl.com/unplugged/ COME TO GREENVILLE WITH US ONE LAST TIME BEFORE WE HEAD OUT INTO UNCHARTED WATERS! The world is noisy. News. Content. Promotions. There are messages swirling all around us. In our inboxes, on our phones, on the radio, on the drive down the street. It’s message after message competing for our attention. And your business is caught in the current. So how do you make sure your message is heard? How do you tell a story that gives your brand a unique voice? How do you connect with your community without simply shouting louder? REGISTER NOW TO JOIN US IN APRIL 2024 at Uncharted and get ready to learn, share, and make waves at your veterinary practice. Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 264 - 2023- A Year Of Learning Dec 20, 2023

On this week's episode, Dr. Andy Roark and veterinary practice management nerd Stephanie Goss look back at the past year and talk about some of the the leadership lessons they've learned. Together they discuss learning to lean into the uncomfortable things, how learning to have patience is key as a leader and how slowing down is sometimes necessary when you want your team to eventually get faster. Let's get into this episode.... COME TO GREENVILLE WITH US ONE LAST TIME BEFORE WE HEAD OUT INTO UNCHARTED WATERS! The world is noisy. News. Content. Promotions. There are messages swirling all around us. In our inboxes, on our phones, on the radio, on the drive down the street. It’s message after message competing for our attention. And your business is caught in the current. So how do you make sure your message is heard? How do you tell a story that gives your brand a unique voice? How do you connect with your community without simply shouting louder? It’s time to drop anchor and stand out in a sea of noise. This April, we’re bringing big voices in veterinary medicine and beyond together at the Uncharted Veterinary Conference to discover how veterinary brands can rise above the surface. Get ready to learn, share, and make waves at your veterinary practice. REGISTER NOW TO JOIN US IN APRIL 2024 at Uncharted. Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 263 - Leadership Lessons Learned With Special Guest, Dr. Molly McAllister Dec 13, 2023

This week on the Uncharted Podcast, practice management geek Stephanie Goss has invited her friend and a shining light in vetmed in Dr. Molly McAllister to join her on the podcast. Molly is currently the Chief Medical Officer for Mars Veterinary Health (MVH) and is driven by her passion for preventive health and the development of future leaders in the veterinary profession. As chief medical officer, she ensures the culture, strategy, talent and tools are in place to consistently deliver excellence in high-quality medicine across the MVH family of hospitals. Her top priorities are to continually advance medical quality across Mars Veterinary Health, to promote inclusive health and well-being for veterinary professionals and to advance a future for the veterinary profession that centers on the human animal bond. Dr. McAllister is the board president for the newly formed Diversify Veterinary Medicine Coalition, aiming to increase representation for Black, Indigenous and people of color in the veterinary industry. She serves as the board secretary for the Human Animal Bond Association and is a board member of Pet Peace of Mind, an organization that supports keeping hospice patients and their pets together as long as possible. With her unique ability to touch a variety of groups in veterinary medicine through her current roles, Stephanie was excited to dive into conversation with Molly about her journey to where she sits now in veterinary medicine, her experience as a leader in corporate practice, and her passion for some issues that are at the forefront of conversation in veterinary medicine. Let's get into this... LINKS COME TO GREENVILLE WITH US ONE LAST TIME BEFORE WE HEAD OUT INTO UNCHARTED WATERS! The world is noisy. News. Content. Promotions. There are messages swirling all around us. In our inboxes, on our phones, on the radio, on the drive down the street. It’s message after message competing for our attention. And your business is caught in the current. So how do you make sure your message is heard? How do you tell a story that gives your brand a unique voice? How do you connect with your community without simply shouting louder? It’s time to drop anchor and stand out in a sea of noise. This April, we’re bringing big voices in veterinary medicine and beyond together at the Uncharted Veterinary Conference to discover how veterinary brands can rise above the surface. Get ready to learn, share, and make waves at your veterinary practice. REGISTER NOW TO JOIN US IN APRIL 2024 at Uncharted. https://unchartedvet.com/uvc-april-2024/ Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP-262-Making Sure It's Written Down-How Do We Keep Discipline Consistent Across The Practice(s)? Dec 06, 2023

Dr. Erica Pounds joins Dr. Andy Roark to answer a question about if, when, and how discipline and disciplinary actions should be systematized across practices in a multi-site organization. Is it fair that some people have stricter managers than others? Should everyone in every location expect the same response if they come up short in an important way? Let's get into this! ABOUT OUR GUEST: My name is Dr. Erica Pounds, and I am an Area Chief of Staff for Banfield Pet Hospital in the Tennessee Market. I graduated from Mississippi State University in 2008 with a B.S in Biochemistry and Molecular Biology and then went on to receive my DVM from the University of Tennessee College of Veterinary Medicine in 2011. I started with Banfield Pet Hospital following graduation and will be celebrating 12 years with the practice in August. My clinical interests include dermatology, internal medicine, and of course preventive care! Throughout my career with Banfield, I have been able to grow and develop from an associate DVM to Area Chief of Staff and even spent time as Interim Director of Veterinary Quality. I have a passion for development and love being able to see my hospital teams grow and achieve their goals. On the personal side, I am the mom of 4 amazing little boys and thrive in the land of Legos, Superheroes, and Soccer! I love running Spartan races with my husband and brothers. I am a big-time quilter and my sewing room is one of my most favorite retreats. LINKS DO NOT MISS OUT ON THIS WORKSHOP: RECRUITING AND RETAINING MILLENNIALS with Dr. Tierra Price Did you know millennials are currently the largest generation in the US and the largest generation currently in the veterinary workforce? If you’re hiring veterinarians for your practice, you need to know how to attract and retain this pool of talent! Dr. Tierra Price has supported practice owners in creating successful applications geared toward millennial veterinarians. This experience, combined with her own experience in her recent job search as a new graduate, has led to a compilation of factors to consider in order to recruit and retain millennials in veterinary medicine! In her workshop, we will cover: Traits that characterize the millennial generation Factors millennials consider when looking for jobs How to build an irresistible job offer for millennials Live and virtual, this interactive workshop provides an engaging learning experience. Join us and close 2023 with a positive move toward hiring your next great team member! When: December 12, 2023, 1:00 pm – 3:00 pm ET / 10:00 am – 12:00 pm PT $99 to register, FREE for Uncharted Members. Upcoming events: unchartedvet.com/upcoming-events/

UVP - 261 - There Something In The Water - EVERYONE Is Pregnant! Nov 29, 2023

This week on the Uncharted Podcast, Dr Andy Roark and practice management super geek, Stephanie Goss, tackle another awesome submission to the Uncharted Podcast mailbag. This week's email comes from a practice owner who has babies everywhere at their practice! They have experienced maternity leave before on the team but that was one person at a time. They are currently juggling 4 people on a small team of less than 15 who are out on leave or going out on leave in the next few months. Plus they have a couple team members who have shared with the team their current desire to become pregnant. This practice owner loves babies and is also wondering how in the heck to survive when 1/3 of the team is out on leave at once?! Given that more of the team is likely going to take leave over the coming months and years, this practice owner is trying to figure out a plan for right now AND think about future planning. They asked some wonderful questions of Andy and Stephanie about how to prepare. Let's get into this... LINKS RECRUITING AND RETAINING MILLENNIALS Did you know millennials are currently the largest generation in the US and the largest generation currently in the veterinary workforce? If you’re hiring veterinarians for your practice, you need to know how to attract and retain this pool of talent! Dr. Tierra Price has supported practice owners in creating successful applications geared toward millennial veterinarians. This experience, combined with her own experience in her recent job search as a new graduate, has led to a compilation of factors to consider in order to recruit and retain millennials in veterinary medicine! In her workshop, we will cover: Traits that characterize the millennial generation Factors millennials consider when looking for jobs How to build an irresistible job offer for millennials Live and virtual, this interactive workshop provides an engaging learning experience. Join us and close 2023 with a positive move toward hiring your next great team member! When: December 12, 2023, 1:00 pm – 3:00 pm ET / 10:00 am – 12:00 pm PT $99 to register, FREE for Uncharted Members. Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 260 - Hospitality In Veterinary Medicine: It's An Art Nov 22, 2023

This week on the Uncharted Podcast, practice management super nerd, Stephanie Goss, is joined by a very special guest co-host. Debbie Boone, CVPM joins the podcast again, this time to discuss a topic near and dear to Stephanie's heart - the art of client care. For those of you who haven't met Debbie, let us introduce her. Debbie is a CVPM and Fear FreeSM Certified. She has worked for the veterinary profession for more than 35 years. Debbie's business, 2 Manage Vets Consulting, helps practices develop extraordinary team communication and business skills, enhancing patient care, improving profitability, and increasing practice value. She strives to improve the lives of animals by using her expertise to improve workplace culture and the well-being of veterinary professionals. Debbie recently published her first book, Hospitality in Healthcare and Stephanie wanted to take the chance to talk with Debbie about hospitality and what lessons we can learn and apply inside our practices when it comes to making clients feel welcome and invited in to our practices. Let's get into this... UNLEASH YOUR LEADERSHIP POTENTIAL Are you ready to elevate your impact as a leader in the veterinary field? The Uncharted Leadership Essentials Certificate is your blueprint for leadership success. Developing the skills you need to succeed as a leader in today’s dynamic veterinary business landscape starts here. An Uncharted Leadership Essentials Certificate provides you with seven crucial building blocks to lead with confidence at any level and achieve excellence in your veterinary practice. This program offers 8 hours of CE that will equip veterinary professionals to lead high-performing and collaborative teams delivered on VetFolio’s comprehensive, on-demand platform. Develop the skills you need to dive boldly into any leadership role. Sharpen your ability to build trust, be an effective coach, hold people accountable, achieve buy-in, and align your team's vision. Grow and retain leaders in your practice. Get ready to chart your course as a leader in vet med. Earn your certificate with the full Leadership Essentials program or choose the individual course(s) that best fit your professional goals. Learn more: https://unchartedvet.com/certificates/ DON'T MISS YOUR CHANCE TO JOIN US... December 12, 2023: Recruiting & Retaining Millennials with Tierra Price Time: 1pm ET/10am PT – 3pm ET/12pm PT This workshop will give you tips and tricks on creating irresistible job offers for millennials and developing roles that will retain them in today's challenging recruitment landscape. Veterinarians are in high demand, but prepare to find out how accessible this market can be, no matter the size of your practice! This workshop is free for our current Uncharted members and only $99 for the general public! Come join us. Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 259 - Do We Actually Know What Burn Out Is? Nov 15, 2023

This week on the Uncharted Podcast, Dr Andy Roark and practice management super geek, Stephanie Goss, tackle another awesome submission to the Uncharted Podcast mailbag. This week's email comes from a practice owner who is trying to wrap their brain around the varying degrees of "burn out" being discussed/felt by their team. It seems like there is no burnout profile that fits everyone on the team who is feeling that way. So this practice owner is asking Andy and Stephanie to walk through the concept of burn out and help them understand "What “burn out” really is; what kind of signs or symptoms someone who is burned out might experience; what someone else might observe in a burned out person (how we can recognize burn out in our team members); what employers or managers can to do help prevent their team from getting burned out; and how employers or managers can support team members who are burned out, without transferring the responsibility/burden on to other team members, leading to more burn out..." These questions were absolutely fantastic and Andy and Stephanie dove right in to the deep end of this conversation. Let's get into this... RECRUITING AND RETAINING MILLENNIALS https://unchartedvet.com/product/recruiting-and-retaining/ Did you know millennials are currently the largest generation in the US and the largest generation currently in the veterinary workforce? If you’re hiring veterinarians for your practice, you need to know how to attract and retain this pool of talent! Dr. Tierra Price has supported practice owners in creating successful applications geared toward millennial veterinarians. This experience, combined with her own experience in her recent job search as a new graduate, has led to a compilation of factors to consider in order to recruit and retain millennials in veterinary medicine! In her workshop, we will cover: ⚓Traits that characterize the millennial generation ⚓Factors millennials consider when looking for jobs ⚓How to build an irresistible job offer for millennials Live and virtual, this interactive workshop provides an engaging learning experience. Join us and close 2023 with a positive move toward hiring your next great team member! When: December 12, 2023, 1:00 pm – 3:00 pm ET / 10:00 am – 12:00 pm PT $99 to register, FREE for Uncharted Members. Upcoming events: unchartedvet.com/upcoming-events/

UVP - 258 - Help- Am I Witnessing A Mutiny? Nov 08, 2023

This week on the Uncharted Podcast, Dr. Andy Roark and practice management geek, Stephanie Goss, are in our mailbag to tackle a question from an associate vet who is struggling with a peer. Their fellow associate seems to be having a hard time. Let's get into this... DON'T MISS YOUR CHANCE TO JOIN US... December 12, 2023: Recruiting & Retaining Millennials with Tierra Price Time: 1pm ET/10am PT – 3pm ET/12pm PT This workshop will give you tips and tricks on creating irresistible job offers for millennials and developing roles that will retain them in today's challenging recruitment landscape. Veterinarians are in high demand, but prepare to find out how accessible this market can be, no matter the size of your practice! This workshop is free for our current Uncharted members and only $99 for the general public! Come join us. Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 257 - Can Financial Discussions Impact Veterinary Professionals' Well-being? Nov 06, 2023

This week on our bonus episode of the Uncharted Podcast, practice management nerd Stephanie Goss is joined by special guest, Dr. Phil Richmond. When Stephanie saw this letter in the mailbag, Phil was the first person who came to mind to tackle this topic with. Dr. Philip Richmond, DVM, is the Founder and Chief Consultant of Flourishing Phoenix Veterinary Consultants, LLC. As a practicing vet, he champions a positive work culture, emphasizing psychological health, safety, and wellbeing in veterinary settings. He has taken pivotal roles in both state and global initiatives to promote workplace wellbeing in veterinary medicine. Among his roles, Dr. Richmond has served as Chief Medical and Wellbeing Officer for Veterinary United and currently chairs the Florida Veterinary Medical Association's Professional Wellbeing Committee. Beyond his advocacy, he contributes as a writer, speaker, and podcast guest, and has earned various certifications in positive psychology, workplace wellbeing, and suicide prevention. Stephanie and Phil are taking on an email from our mailbag that addressed the concern that one of the most stressful instances for vet professionals can be when they have to downgrade treatment, or euthanize due to the owner not being able to afford treatment. We immediately knew this would be an amazing discussion about wellbeing in our practices along with how we can support clients from a financial planning perspective. This episode is brought to you all ad free today, thanks to our friends at CareCredit. Let's get into this... If your practice is not talking to clients about ways to pay for care, including the CareCredit health and pet CareCredit card, please consider accepting it in your practice! You can find out more about how your practice can help empower a lifetime of care, together, here. https://www.carecredit.com/providers/animal-healthcare/ Australian Workplace Psychosocial Hazard Standards: https://www.safeworkaustralia.gov.au/safety-topic/managing-health-and-safety/mental-health/psychosocial-hazards National Standard of Canada for Psychological Health and Safety in the Workplace (the Standard): https://mentalhealthcommission.ca/national-standard/ Additional Canadian Standard Resource Page: https://mentalhealthcommission.ca/what-we-do/workplace/workplace-healthcare/

UVP - 256 - How Do You Stop Oversharing? Nov 01, 2023

UVP - 256 - How Do You Stop Oversharing? by Uncharted Veterinary Community

UVP - 255 - I'll Admit It - Some Animals Make Me Nervous! With Guest Co - Host Amanda Schwarzwalder Oct 25, 2023

This week on the Uncharted Podcast, practice management geek Stephanie Goss is joined by special guest, Amanda Schwarzwalder, CVPM, RVT, KPA CTP, VTS (Behavior). When Stephanie saw this letter in the mailbag, Amanda was the first person who came to mind to tackle this topic with. For over 20 years Amanda has worked as a veterinary technician in various capacities. Her interest in behavior led her to joining The Behavior Clinic in 2009. A nationally recognized speaker in veterinary behavior and Fear FreeTM Approved Speaker, Amanda enjoys teaching veterinary team members how to implement and develop behavior care as a team. As the Practice Manager, Amanda is often behind the scenes handling the day to day business of keeping TBC running, supporting our referring veterinarians, and working with the TBC team to assist our clients and their pets. With such a well-rounded resume, it makes perfect sense that Amanda has a whole alphabet soup behind her name. Stephanie and Amanda are taking on an email from our mailbag that came to us from a technician in training who is worried about their comfort level with animals. While this might seem strange to some people in veterinary medicine who are lovers of ALL creatures great and small, Amanda and Stephanie talk through the concerns from a practical, clinical and personal level because there is a lot to this seemingly simple concern. We're not brushing it off, let's get into this... LINKS Are you a practice owner or a practice manager? Never underestimate the impact of a powerful partnership and DON'T MISS YOUR CHANCE TO JOIN US LIVE IN GREENVILLE... The Wright Brothers. Venus and Serena. Han Solo and Chewbacca. Okay, that last one was (far) far-fetched… but there’s no denying that all of these rockstar duos made a lasting impression on us. They innovated, discovered, experimented, and explored the unknown, all to leave the world a bit better than they found it. Veterinary practice leaders can form powerful partnerships just like these. Collaboration in leadership might sound simple, but for any of you that do it on a regular basis, you know it can be anything but easy! Every partnership (like every veterinary practice) is unique and faces very specific challenges. To be successful, you must identify your strengths and weaknesses as individuals and as a pair. By working to further your skills within your respective role, then coming together to work collaboratively with your partner, you can quickly break problems down into manageable pieces and move forward as a team. This December, The Practice Leaders Summit is here to infuse the powerful veterinary partnership of practice owners and practice managers with renewed energy and understanding. You both want a strengthened foundation to guide the practice (or practices!) you lead so that it can continue on to future success. Join us! Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 254 - If You And I Hang Out, Does Everyone Have To Be Invited? Oct 18, 2023

This week on the Uncharted Podcast, Dr. Andy Roark and practice management geek Stephanie Goss are in our mailbag to tackle a question from a practice manager who is wondering about fraternization. Now while Stephanie's mind immediately went to a specific kind of fraternization (and we do talk about that one!), the email was targeted at how to go about handling your friendship as a leader with only certain members of the team. They have tried to keep work and personal separate but are wondering how to handle things if one leader does hang out with someone(s) from the team outside of work. Or if two people working together do wind up dating! Let's get into this... LINKS DON'T MISS YOUR CHANCE TO JOIN US... October 25, 2023: Team Meetings That Build A Financially-Informed Culture with Ron Sosa Time: 12pm ET/9am PT – 2pm ET/12pm PT Strike a balance between a money-focused environment and a culture that values more than just profits at your veterinary practice. Join our live virtual workshop and unlock the strategies to promote financial transparency, trust, and united engagement. Register now to foster a financially-informed culture and drive your practice toward greater success. November 3, 2023: Supporting New Graduate Veterinarians with Katrina Breitreiter Time: 2pm ET/11am PT – 4pm ET/1pm PT Are you ready to equip your veterinary practice with effective mentoring strategies for new graduate veterinarians? Join our live virtual workshop, “Supporting New Graduate Veterinarians,” with Dr. Katrina Breitreiter, DVM, DABVP & tackle hiring challenges at your practice through cultivating a strong mentorship culture, attracting top talent, & supporting your new graduates to thrive in clinical practice. These workshops are free for our current Uncharted members and only $99 for the general public! Come join us. Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 253 - Why Do We Struggle So Much With Failure? Oct 11, 2023

This week on the Uncharted Podcast, Dr. Andy Roark and practice management geek Stephanie Goss are diving in and grabbing another email from our mailbag. We received a wonderful email of gratitude from an Australian veterinarian who said "You don't know me from a surgical scrub brush, but you saved my life." After drying their eyes, Andy and Stephanie managed to pull out the meat and potatoes of this email where our veterinarian was asking for ways that they could help locally and how we could effect change globally in veterinary medicine when it comes to how we handle learning about and managing failure. This is a powerful tool worthy of serious discussion and Andy and Stephanie really enjoying diving in to some of the facets of this very multi-faceted conversation. Let's get into this... Resources Discussed in the Episode: Uncharted AAHA Community AVMA committees MCVMA PRIDE VMC BlackDVM Network NOMV Lifeboat Vets4Vets (Vin Foundation) LINKS October 25, 2023: Team Meetings That Build A Financially-Informed Culture with Ron Sosa Time: 12pm ET/9am PT – 2pm ET/12pm PT Strike a balance between a money-focused environment and a culture that values more than just profits at your veterinary practice. Join our live virtual workshop and unlock the strategies to promote financial transparency, trust, and united engagement. Register now to foster a financially-informed culture and drive your practice toward greater success. November 3, 2023: Supporting New Graduate Veterinarians with Katrina Breitreiter Time: 2pm ET/11am PT – 4pm ET/1pm PT Are you ready to equip your veterinary practice with effective mentoring strategies for new graduate veterinarians? Join our live virtual workshop, “Supporting New Graduate Veterinarians,” with Dr. Katrina Breitreiter, DVM, DABVP & tackle hiring challenges at your practice through cultivating a strong mentorship culture, attracting top talent, & supporting your new graduates to thrive in clinical practice. These workshops are free for our current Uncharted members and only $99 for the general public! Come join us. Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 252 - We Are TOO Big To Not Have A Manager, Right? Oct 04, 2023

This week on the Uncharted Podcast, Dr. Andy Roark and practice management geek Stephanie Goss are talking through an interesting challenge that a veterinary technician wrote in to the mailbag with. This tech works in a practice with 15 other team members. They have no practice manager. Who solves the problems that the team can't solve? How come it feels like anarchy over there? This team member is asking for help. Let's get into this... LINKS Are you struggling to create a balance between a money-focused environment and a culture that values more than just profits? Do you feel judged for how your practice manages its finances? Get ready to tackle the challenges surrounding financial transparency and foster a culture that goes beyond mere numbers. Uncover ways to create a stronger, more financially savvy practice that thrives on teamwork and a shared vision. In this live virtual workshop you will: 1️⃣ Foster a Financially-Informed Culture: Learn how to engage your team in understanding and appreciating the financial aspects of your practice. By involving them in setting metrics, you’ll create a united front in driving financial success while maintaining a strong cultural identity. 2️⃣ Promote Transparency and Trust: Break down the barriers between team members and financial matters. Openly share enough financial information to ensure transparency, building trust and eliminating judgment within your practice. 3️⃣ Cultivate United Engagement: Discover strategies to keep your cultural feel intact while introducing necessary financial metrics. By involving your team in the process, you’ll create a sense of ownership and engagement in achieving both financial success and a positive work environment. Gain the knowledge and skills needed to navigate financial matters effectively, align your team with strategic goals, and foster a culture of financial awareness and accountability within your practice. Don’t miss this opportunity to transform your financial meetings and drive your practice toward greater success. When: October 25, 2023, 12-2 PM ET/9-11 AM PT $99 to register, FREE for Uncharted Members Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 251 - Burnout Is Real - True Stories Of Leadership With Phil Richmond Sep 27, 2023

This week on the Uncharted Podcast, practice management geek Stephanie Goss invited Dr. Phil Richmond back to the podcast to tackle a personal perspective on burnout together. Dr. Richmond is the Founder of Flourishing Phoenix Veterinary Consultants and a practicing veterinarian. He is an advocate for positive culture and individual, team and organizational psychological health, safety, and wellbeing in veterinary workplaces. Dr. Richmond both leads and is involved in state, national and international projects for the advancement of wellbeing and culture in veterinary medicine. This episode was inspired by a mailbag email but led Stephanie and Phil on a journey through some of the tricks and tips they each have learned while on the winding journey of aiming to become better leaders than the day before. Let's get into this... LINKS Calling all Team Leads - if you are a lead CSR, a lead Technician, a lead Kennel tech - we want you to come connect with your peers and our Uncharted Community! We have a brand new event we want to see your faces at. Uncharted’s Team Leads Summit is an immersive 1-day virtual event designed to connect team leads and help you tackle the challenges unique to your role in veterinary practice. Kick off the day with an inspiring general session, learn from some of the brightest minds in vet med, and then dive in to gain exactly what you need with a discussion-based format to create game-changing connections for your career. This Summit features interactive workshops and Choose Your Own Adventure sessions, a signature of Uncharted events. Start the day telling us what you need RIGHT NOW, and leave having worked on exactly that. ✨ Sessions on navigating burnout, thriving in veterinary practice, motivating your teams and team training techniques ✨ Small group discussions to cultivate connections with people who understand your role ✨ A day that will make your boss thrilled they gave you a CE budget ✨ Inspiration and a recharge to continue to make waves! SIGN UP TODAY Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 250 - I Should Switch From Salary To Pro - Sal, Right? Sep 20, 2023

This week on the Uncharted Podcast, Dr. Andy Roark and practice management geek Stephanie Goss are back and taking a fantastic email from our mailbag. A young associate is writing in to ask some questions about prosal. They started at their practice out of vet school on salary, which suited them fine. The practice was everything they were hoping for in a first job - good culture, good mentorshop, good people. Now that they are a few years in to practicing, they find themselves hearing a lot about what colleagues are making. It seems like everyone else is on pro-sal and making the financial rewards that come from jam packed summer schedules. Our associate has a schedule that comes and goes in terms of busy-ness and they are wondering if they should be asking for a different setup than they have now. This episode is full of shoulds, which means Andy and Stephanie approach the word with caution because it can be dangerous. Let's get into this... LINKS Calling all practice managers and practice owners. Every partnership (like every veterinary practice) is unique and faces very specific challenges. To be successful, you must identify your strengths and weaknesses as individuals and as a pair. By working to further your skills within your respective role, then coming together to work collaboratively with your partner, you can quickly break problems down into manageable pieces and move forward as a team. This December, The Uncharted Practice Leaders Summit is here to infuse the powerful veterinary partnership of practice owners and practice managers with renewed energy and understanding. You both want a strengthened foundation to guide the practice (or practices!) you lead so that it can continue on to future success. To learn more about this awesome 3 day event taking place in beautiful Greenville, South Carolina head over to the Uncharted website! Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 249 - Can You Clone Yourself As a Manager? Sep 13, 2023

This week on the Uncharted Podcast, practice management geek Stephanie Goss has invited her friend and coworker from Uncharted, Maria "The World is a Better Place with You In It" Pirita, CVPM to join her in a dive into our mailbag. Maria is a Certified Veterinary Practice Manager, Elite Fear Free Certified Veterinary Professional and former hospital administrator. In her work with Uncharted Veterinary Conference, Maria has presented to veterinarians and teams across the US and Canada on topics including feedback, coaching, team building, and positive work culture. Maria loves any activity that involves creativity or learning something new. This leads to an abundance of hobbies including crafting, traveling, cooking and aviation. Her willingness to be creative is part of why Stephanie wanted her to join in on this conversation, because it is right up her alley. Stephanie and Maria are ready to tackle an email from a team leader who is feeling pulled in so many directions. They are struggling to find balance in the chaos of practice and wondering how to get their work done as a practice administrator AND get their work done as a manager - that is, making sure everyone else gets their work done. Let's get into this... LINKS Calling all Team Leads - if you are a lead CSR, a lead Technician, a lead Kennel tech - we want you to come connect with your peers and our Uncharted Community! We have a brand new event we want to see your faces at. Uncharted’s Team Leads Summit is an immersive 1-day virtual event designed to connect team leads and help you tackle the challenges unique to your role in veterinary practice. Kick off the day with an inspiring general session, learn from some of the brightest minds in vet med, and then dive in to gain exactly what you need with a discussion-based format to create game-changing connections for your career. This Summit features interactive workshops and Choose Your Own Adventure sessions, a signature of Uncharted events. Start the day telling us what you need RIGHT NOW, and leave having worked on exactly that. ✨ Sessions on navigating burnout, thriving in veterinary practice, motivating your teams and team training techniques ✨ Small group discussions to cultivate connections with people who understand your role ✨ A day that will make your boss thrilled they gave you a CE budget ✨ Inspiration and a recharge to continue to make waves! SIGN UP TODAY Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 248 - Numbers Vs. Culture - Does It Have To Be War? Sep 06, 2023

This week on the Uncharted Podcast, Dr. Andy Roark and practice management geek Stephanie Goss are deep in conversation after reading a mailbag question from a licensed veterinary technician who work with a hospital that is growing and changing in a lot of WONDERFUL ways! Their team is working together, they are establishing strong standards of care that support their clients and their patients with excellent client service. The team is all in on the changes and growing the practice this way. The problem is there seems to be a disconnect between the team vs. the hospital leaders when it comes to "leading" the team. In their meetings and a lot of interactions with the team, the direction the hospital leaders seem to take is all about numbers & the financial advancement of the business. This is rapidly dividing the team - they already lost a few good people over the hyper focus on the business and numbers and this tech is worried they are walking down a path they can't come back from! This is a great set of questions to discuss - Let's get into this... LINKS Are long wait times negatively impacting your veterinary clinic’s client satisfaction and team morale? Discover how to turn wait times into an opportunity to enhance the experiences for everyone in your practice! Join Uncharted's very own Tyler Grogan, CVT in an engaging workshop that combines the fields of operations management and psychology to explore the study of waiting in lines, also known as queue theory. You will dive into the research covering a range of topics including: Common queueing behaviors – what can we let people do more of? Appointment syndrome – what is the sticking point of appointments? David Maister’s Laws of Service The concept of queue rage (and how to avoid it!) The eight factors to consider in the psychology of waiting according to David Maister. You’ll also interact during practical activities to discuss case examples and develop customized queue management systems that you need in your individual practice right now, with a focus on managing client expectations, effective client communication, team communication, and increasing value through queue experiences. Get ready to walk away with practical solutions to manage the different ways people wait in veterinary medicine, and tools to start making wait times work for you! When: September 13, 2023, 8:30-10:30 PM ET/5:30-7:30 PM PT $99 to register, FREE for Uncharted Members All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 247 - HoF #218: Performance Reviews That Don't Suck Aug 30, 2023

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 most best and most effective questions that should be asked on an employee review? They were also curious on our take for who should be answering those questions, especially to help give the best overall picture of an employee. And lastly, they wanted to know should management be reviewed and if so, who should review them? If you have listened to the podcast before, you might already know that Stephanie and Andy both think should is a dirty word. This was a fun episode, let's get into this... LINKS Upcoming events: unchartedvet.com/upcoming-events/ Calling All Team Leads - Are you coming to the Team Lead Summit? If you are a lead CSR, lead Tech, lead Assistant, Kennel lead or any of the leadership positions that fall underneath the practice manager level but still have you leading team members - THIS ONE IS FOR YOU! Being a team lead is such an exciting and rewarding position. You get to be the motivator on the floor, the teacher, the mentor, the coach, the cheerleader…and of course a key leader in the practice. The Uncharted Team Leads Summit on November 8, 2023 is a 1-day, virtual event that will bring you together with other team leads to connect and navigate that challenges that come with this unique position. Expect inspiring sessions from leaders you know and love in veterinary medicine, meet other team leads you can reach out to in the future, and receive an infusion of energy to keep you going long after the event is over. Priced at an early bird rate before Aug 15, 2023 of $59 for Uncharted members and $79 for non-members, this is a great chance to get some leadership CE under your belt that is targeted just for your role. We can't wait to have you join us. All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 246 - I’m Afraid I Suck As A Manager… And I Want To Go Back To The Floor Aug 23, 2023

This week on the Uncharted Podcast, Dr. Andy Roark and practice management geek Stephanie Goss are deep in conversation after reading a mailbag question from a licensed veterinary technician who feels Cursed By Promotion! That's right, they became a practice manager and are wondering if they shouldn't go back on the floor because they feel like all they do is put out fires and chase their tail trying to keep up with things. They haven't been able to do any of the big things they dreamed about changing and setting up when they took the job and the worst part for them is that they feel like their fellow technicians are getting frustrated and angry with them for not being able to implement change. I think this is going to be an episode that leaves a lot of listeners going "Hey, I have felt like that too!" Let's get into this... LINKS Are you a practice owner or practice manager? WE WANT YOU! That is right, we are heading back to beautiful Greenville, South Carolina December 7-9, 2023 for our first ever Practice Leader Summit: Owners and Managers. We were inspired by our community to bring together practice owners and their practice managers into one space to collaborate with their peers and each other! In fact, you can join in solo if you are in one of those roles because the point is working together with people who get the challenges you are facing in your role and want to help collaborate and problem solve. Learn more about what we have planned and how you can get in on all the fun here. All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 245 - Lead To Thrive - The Science Of Crafting A Positive Workplace With Josh Vaisman Aug 16, 2023

This week on the Uncharted Podcast, practice management geek Stephanie Goss is joined by a very special guest, former practice manager and author of the new AAHA press book Lead to Thrive - The Science of Crafting a Positive Veterinary Culture, Josh Vaisman, MAPPCP (PgD). Josh believes all veterinary professionals deserve to feel fulfilled by their work, each and every day. Through his company, Flourish Veterinary Consulting, he combines more than 20 years of veterinary experience, a master’s in applied Positive Psychology & Coaching Psychology, and education in Positive Leadership and Positive Organizational Scholarship and a passion for guiding leaders to cultivate work environments in which people can thrive. Fun fact – Josh is also an avid beekeeper who teaches beginning beekeepers how to tend to their buzzing buddies. Josh and Stephanie are looking at Josh's new book through the lens of his practice management road and the journey he took to becoming a positive leader and force for good in our field. They talk about their own success and failures in an unflinchingly honest and vulnerable way. Let's get into this... Buy Josh's New Book - Lead to Thrive here (AAHA MEMBERSHIP NOT REQUIRED TO BUY!) NEVER UNDERESTIMATE THE IMPACT OF A POWERFUL PARTNERSHIP - The Wright Brothers. Venus and Serena. Han Solo and Chewbacca. Okay, that last one was (far) far-fetched… but there’s no denying that all of these rockstar duos made a lasting impression on us. They innovated, discovered, experimented, and explored the unknown, all to leave the world a bit better than they found it. Veterinary practice leaders can form powerful partnerships just like these. Collaboration in leadership might sound simple, but for any of you that do it on a regular basis, you know it can be anything but easy! Every partnership (like every veterinary practice) is unique and faces very specific challenges. To be successful, you must identify your strengths and weaknesses as individuals and as a pair. By working to further your skills within your respective role, then coming together to work collaboratively with your partner, you can quickly break problems down into manageable pieces and move forward as a team. This December, The Practice Leaders Summit is here to infuse the powerful veterinary partnership of practice owners and practice managers with renewed energy and understanding. You both want a strengthened foundation to guide the practice (or practices!) you lead so that it can continue on to future success. Sign up today! Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 244 - Discounting For Friends And Family - Will It Piss The Team Off? Aug 09, 2023

This week on the Uncharted Podcast, Dr. Andy Roark and practice management geek Stephanie Goss are dive into a mail bag question from a new practice owner who is thinking ahead! They want to take care of their team and set up great employee discounts. And they are wanting to help take care of the pets belonging to their friends and family who helped get them to the place where their dream of practice ownership is finally a reality. How does that mix with their plans for their team? We'll find out - Let's get into this... LINKS Are you on the mailing list to get details on what is coming next from us? Don't miss your chance to be the first in the know. Sign up today. Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 243 - How Can I Scale My Practice If I Can't Add DVMs? Aug 02, 2023

This week on the Uncharted Podcast, Dr. Andy Roark and practice management geek Stephanie Goss are deep in conversation that was inspired by a recent discussion with a colleague about how to scale up the size of their practice when it feels like everyone else is paying WAY more than they are for associate veterinarian salaries. After a promising interview, one of our friends was highly disappointed when the associate candidate went somewhere else for a starting salary that was more than this practice owner pays themselves. Where do you even start with trying to grow when it feels like money is tight? Let's get into this... LINKS We have tons of workshops coming! If you haven't checked out our event calendar lately, head over right now and check it out! Next Workshop is happening August 19, 2023: How to Have Fun and Engaging Meetings with Jenn Galvin Time: 12pm ET/9am PT – 2pm ET/12pm PT Are you tired of boring meetings that leave your staff disengaged and unmotivated? Is low engagement and morale affecting your team's productivity and success? Transform your meetings into engaging experiences that leave a lasting impact with this interactive Live Virtual Workshop! All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 242 - When Is Burned Out TOO Burned Out To Continue Working? Jul 26, 2023

This week on the Uncharted Podcast, Dr. Andy Roark and practice management geek Stephanie Goss are diving back into the mailbag to tackle an email from a team leader who is worried that one of their technician's has reach a point of no return with their "I don't give a flying fig" attitude. This tech used to have a ton of heart and their pride in their work showed through everything and now it seems like they just brush off every mistake they make and they are making a lot of them! This team lead is Concerned-for-her-but-also-the-patients and asking Andy and Stephanie to weigh in on a very important question - When is burned out "too" burned out to keep going? Let's get into this... LINKS Calling all Team Leads - if you are a lead CSR, a lead Technician, a lead Kennel tech - we want you to come connect with your peers and our Uncharted Community! We have a brand new event we want to see your faces at. Uncharted’s Team Leads Summit is an immersive 1-day virtual event designed to connect team leads and help you tackle the challenges unique to your role in veterinary practice. Kick off the day with an inspiring general session, learn from some of the brightest minds in vet med, and then dive in to gain exactly what you need with a discussion-based format to create game-changing connections for your career. This Summit features interactive workshops and Choose Your Own Adventure sessions, a signature of Uncharted events. Start the day telling us what you need RIGHT NOW, and leave having worked on exactly that. ✨ Sessions on navigating burnout, thriving in veterinary practice, motivating your teams and team training techniques ✨ Small group discussions to cultivate connections with people who understand your role ✨ A day that will make your boss thrilled they gave you a CE budget ✨ Inspiration and a recharge to continue to make waves! SIGN UP TODAY Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 241 - Lessons Learned From Leadership - Part Two Jul 19, 2023

This week on the Uncharted Podcast, Dr. Andy Roark and practice management geek Stephanie Goss are picking up where we left off after last week. If you haven't listened to Episode #240 - STOP RIGHT HERE and go listen. Stephanie recently was asked a question by a fellow manager who is newer to their management position "What lesson(s) do you wish you had learned about being a leader BEFORE you became a leader? Andy and Stephanie got SO into this topic that this is part two because we just couldn't fit all the amazing conversation into one episode. Let's get into this... LINKS Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 240 - Lessons Learned From Leadership - Part One Jul 12, 2023

This week on the Uncharted Podcast, Dr. Andy Roark and practice management geek Stephanie Goss are changing it up big time today. Stephanie recently was asked a question by a fellow manager who is newer to their management position "What lesson(s) do you wish you had learned about being a leader BEFORE you became a leader? Andy and Stephanie got SO into this topic that this will be part one of a two part series. We just couldn't fit all the amazing conversation into one episode. Let's get into this... (and stay tuned next week for part two!) LINKS Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 239 - I Can't Afford To Give Them All Raises Jul 05, 2023

This week on the Uncharted Podcast, Dr. Andy Roark and practice management geek Stephanie Goss are in the mailbag to take on a question from a practice manager colleague who is struggling with hiring. They have a candidate who feels like a good culture fit. Which is a huge win and probably has you wondering "What is the problem???" Well, this candidate is a good culture fit and they are less skilled than the manager's current assistants. And they are currently making a wage that is both higher than the existing assistants AND over the top end of this practice's pay scale. The manager is wondering what to do but more so, how do they know when it is time to adjust the pay scale? Because they thought they were paying well. This sparked some lively discussion between Andy and Stephanie. Let's get into this... LINKS Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 238 - How Do We Speak Their Language - The Next Gen Of Pet Owners Jun 28, 2023

This week on the Uncharted Podcast, Dr. Andy Roark and practice management geek Stephanie Goss are in the mailbag to take on a question from a practice manager colleague who is wondering what they can do at their practice to support the next generation of pet owners. Andy and Stephanie face up to their age a bit as a genXers, acknowledge that we need to stop thinking/talking about millennials being the new "young" clients and start really looking at the next big leap forward. Stephanie immediately ran wide with ideas on technology and Andy had a little more reserved approach. They managed to find middle ground and talk options in the end. Let's get into this... LINKS This is your LAST CHANCE to register for our upcoming workshop happening July 1, 2023, 4-6 PM ET/1-3 PM PT with Maria Pirita, CVPM - EFFECTIVE & EFFICIENT TEAM MEETINGS Have you ever felt like your team would benefit from meeting more often, or maybe a little less often? Do you struggle to find techniques that truly make your team meetings effective? Finding the right balance between improving team communication and a meeting cadence that is respectful of people’s time can be a challenge. In this workshop, Maria Pirita, CVPM will review the 40-20-40 principle and help you learn to properly plan, execute, and follow up after meetings to ensure that you and your team are getting the most out of meetings at your veterinary practice. When: July 1, 2023, 4-6 PM ET/1-3 PM PT $99 to register, FREE for Uncharted Members Register here Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 237 - Fear In Veterinary Medicine Jun 21, 2023

This week on the Uncharted Podcast, Dr. Andy Roark and practice management geek Stephanie Goss are taking a recent topic they were discussing with a colleague and diving in for a deeper conversation. Their colleague was pointing out the perspective that it feels like there is a lot of fear swirling around veterinary medicine these days. Veterinarians are afraid of being sued and board complaints; they and their teams are anxiously awaiting the next negative client interaction; they are terrified of online reviews especially the ones that go sideways and get mob mentality attached to them. Andy and Stephanie walk through their take on some questions like "Is this normal? Has the profession really changed that much in this regard in the last 20 or 30 years. Are all professions like this? And most importantly, can this be changed? Let's get into this... LINKS Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 236 - A Case For (and Against) Saturdays Jun 14, 2023

Leslie Mamalis, Senior Consultant at Summit Veterinary Advisors, joins Dr. Andy Roark to walk through how she advises veterinary clinic owners or leaders on how and when to consider closing on Saturdays. LINKS: Summit Veterinary Advisors - https://summitveterinaryadvisors.com/ Dr. Andy Roark Exam Room Communication Tool Box Team Training Course: https://drandyroark.com/on-demand-staff-training/ Dr. Andy Roark Charming the Angry Client Team Training Course: https://drandyroark.com/charming-the-angry-client/ Dr. Andy Roark Swag: drandyroark.com/shop All Links: linktr.ee/DrAndyRoark ABOUT OUR GUEST: Leslie is the Senior Consultant with Summit Veterinary Advisors, a nationally recognized business consulting firm. Leslie’s specialties include practice valuations, profitability assessments, feasibility analyses, and transition planning for veterinarians across the country. Leslie has an MBA and an MS in Information Technology and became a Certified Valuation Analyst in 2013. She worked for the American Animal Hospital Association (AAHA) for seven years, beginning with management education seminars and then becoming involved with the accreditation program. She is a member of the National Association of Certified Valuators and Analysts, the Veterinary Hospital Managers Association, VetPartners, and the VetPartners Valuation Council. Ms. Mamalis is an author and frequent speaker on practice value, profitability, and owner transition. She is an original columnist in Today’s Veterinary Business. Leslie has extensive experience helping veterinarians and managers understand financial reports so they can use that information to increase practice profitability and value.

UVP - 235 - Are We Still Doing Non - Competes? Jun 07, 2023

This week on the Uncharted Podcast, Dr. Andy Roark and practice management geek Stephanie Goss are in the mailbag with a question that might just light this episode on fire. An associate vet who is thinking ahead to owning their own practice is asking if they are nuts for considering throwing away the non-compete option someday as a practice owner. Especially when they view it in light of their own personal experience trying to separate from a toxic practice they found themselves in! Andy and Stephanie have some fairly strong opinions on this one so hang on folks, let's get into this... LINKS Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 234 - When Non - Veterinarians Disagree With Veterinarians On Medicine May 31, 2023

This week on the Uncharted Podcast, Dr. Andy Roark and practice management geek Stephanie Goss are in the mailbag to take on a question from a practice owner. One of their managers is disagreeing with one of the associate veterinarians and there are some hurt feelings and upset on both sides. There also happen to be good points from both the manager and the doctor involved in this instance and this practice owner needs some help keeping the peace! Let's get into this... LINKS Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 233 - Vet Vs. Wellness Plans May 24, 2023

This week on the Uncharted Podcast, Dr. Andy Roark and practice management geek Stephanie Goss are in the mailbag to take on a question from an associate vet working in a practice that offers wellness plans. This vet is NOT a fan and they share some of their concerns with us in their letter. They are wondering how it can possibly be good for vets to offer them when it directly impacts their ability to make their salary, being paid on production. There are some seriously valid concerns and yet both Stephanie and Andy have strong thoughts about how to get into headspace to help plan action steps as this vet to tackle their concerns openly and honestly with their practice. Let's get into this... LINKS Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 232 - Hall Of Fame- Letting Go Of The "I'm Giving My Notice Guilt" (original Episode #145) May 17, 2023

This week on the podcast, Dr. Roark and Stephanie tackle a topic from the mailbag. Dr. Fed Up writes in and asks for help with letting go of their guilt over giving their notice at their new practice. Dr. Fed Up was hired as a new grad and promised support and mentorship. Fast forward to the present where they are often working alone with no other DVM present in the building and tackling a full surgical caseload that they don’t feel confident tackling. Dr. Fed Up wants to quit and move on to something that would be a better fit for them but is struggling with 3 questions - How do I tell them why I am leaving, how much notice do I give and do I feel guilty that the leaders of this practice may have to close a location (temporarily or permanently) due to lack of DVMs? Let’s get into this...

UVP - 231 - How AI Can Grow Your Veterinary Practice May 11, 2023

Veterinary marketer Brandon Breshears joins Dr. Andy Roark to discuss how AI can be put to work in growing veterinary practices. He talks about the headaches that ChatGPT and similar programs can take off your plate right now, and where he sees AI changing our profession in the next few years. This is one of the most practical conversations I've had on AI, and it's one I think people will be able to put to use immediately. LINKS: Brandon's AI Marketing Course: How AI Can Grow Your Practice Veterinary Marketing Podcast Check out upcoming events at Uncharted! Pod Squeeze (For Podcasters) AIPRM for ChatGPT (For Marketers) ABOUT OUR GUEST: Brandon Breshears is a Digital Marketer, Paid Advertising Expert, Podcaster & Speaker

UVP - 230 - The Future Of Financing Pet Healthcare May 08, 2023

Jonathan Wainberg joins Dr. Andy Roark to discuss how lending and insurance will play a role in pet owners affording veterinary care in the coming years. The discussion covers current trends in pet owner spending on wellness, best practices for communicating cost of care, and where the lending and pet insurance markets may be going in the coming years. This episode is made possible ad-free by CareCredit! LINKS: Language that Works Infographic: https://www.carecredit.com/sites/pc/pdf/speak-pet-owner-healthier-pets.pdf CareCredit: https://www.carecredit.com/ ABOUT OUR GUEST: Jonathan Wainberg General Manager, Senior Vice President, Pet Jonathan Wainberg brings over 15 years of financial services expertise, and a record of commercial ingenuity, market expansion and energetic leadership driving revenue growth to his role as CareCredit’s General Manager, Senior Vice President, Pet. In this newly established vertical, Jonathan will lead CareCredit’s expansion of the veterinarian credit business, pet insurance and additional market adjacencies. Prior to this, Jonathan served as SVP, General Manager GAP. He joined Synchrony following a 15-year tenure with GE Capital, where he was the Senior Managing Director, Global Sales for Industrial Finance in London. He was a key member of the senior leadership team reorganized and streamlined GE Capital. Jonathan developed the strategy and led the efforts that allowed GE to provide financing support to global customers in new markets, surpassing sales targets by more than 30%. With on-the-ground roles in the US, Europe and Asia, he’s managed teams around the world and delivered complex strategies in more than 50 countries. Earlier, Jonathan joined GE Capital in Corporate Finance in New York, ultimately becoming Managing Director, responsible for the Eastern US, Canada and private equity firms, in 2012. As Managing Director, Jonathan originated, structured and negotiated leveraged loans and highly structured financings for leveraged buyouts, re-financings, expansions and restructurings of middle market and large cap retail companies. He was a top individual sales contributor from 2007-2010. Jonathan has an MBA from Georgetown University and a BA in History with a concentration in Marketing from Concordia University in Montreal, Canada. He began his career in the executive training program at Macy’s in New York, where he also had various merchant/management roles. Jonathan is a native of Canada, with a dual US-Canada citizenship. He has traveled to over 85 counties, enjoys entertaining, wine and playing with his energetic 2-year-old son. While based in Costa Mesa, Jonathan currently resides in Bal Harbour, Florida with his wife and son, Jonathan will relocate to Southern California soon.

UVP - 229 - They HAVE To Be Talking Behind My Back, Right? May 03, 2023

This week on the Uncharted Podcast, Dr. Andy Roark and practice management geek Stephanie Goss are in the mailbag to tackle a question about what to do when you think people might be talking about you behind your back at work. In fact you are pretty darn sure it is happening because your bosses are alluding to people being unhappy with you but you aren't actually getting concrete examples or feedback to work with. Plus at least one team member was recently EXTRA salty with you on a shift, seemingly out of nowhere. This tech is feeling Undefined and Rudderless and asking for help. Let's get into this... LINKS Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 228 - We Paid For EVERYTHING And Then They Resigned Apr 26, 2023

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 their area within months of completing their licensing process. Stephanie felt this deep in her soul after experiencing something just like this in her practice so her soapbox might have even been on fire this time, just maybe not in the way you think. Let's get into this... LINKS Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 227 - Why Are The Client Money Conversations SO Hard For The Team? Apr 19, 2023

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 at CareCredit, a Synchrony solution, Debbie and Stephanie are wading in to the idea of shifting our mindset from "financial policies" to "providing financial care" for our clients as part of the greater client care we provide every day! Let's get into this... RESOURCES For Financial Ideas to Help Pet Owners - https://debbieboonecvpm.com/help-for-pet-owners/ For more information on offering Care Credit in your practice: www.carecredit.com/vetinsights LINKS Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag ---------- This content is subject to change without notice and offered for informational use only. You are urged to consult with your individual business, financial, legal, tax and/or other advisors with respect to any information presented. Synchrony and any of its affiliates, including CareCredit, (collectively, “Synchrony”) makes no representations or warranties regarding this content and accept no liability for any loss or harm arising from the use of the information provided. All statements and opinions in the Uncharted podcast are the sole opinions of the speaker. Your receipt of this material constitutes your acceptance of these terms and conditions.

UVP - 226 - My CSR Is Giving Out TOO Much Medical Info Apr 12, 2023

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 wondering how they address it before unqualified medical advice might get shared, no matter how good the client service intentions are. Let's get into this... LINKS Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 225 - When You Hire Within, They Can't ALL Get The Job Apr 05, 2023

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 time members who threw their name in to the ring for the job and they have chosen the one who they feel is the best fit. Which means it is time to let the one who was chosen know AND let the ones who were not chosen know what that means for them. This is a fantastic letter with great questions that we had a lot of fun discussing. Let's get into this... LINKS Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 224 - Will Pet Insurance Be Like Health Insurance (i.e. Broken)? Mar 29, 2023

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 grows by leaps and bounds, what changes can we expect as more and more pet owners acquire insurance? LINKS: OnSwitch: https://onswitch.co.uk/ CareCredit: https://www.carecredit.com/ ABOUT OUR GUEST: Alison Lambert is a proven business leader having created an award-winning business from scratch. Seeing a niche and creating innovative products and services that have created real change in a conservative business sector, Alison has led the Onswitch team to become the brand leader in their sector in a challenging economic climate and with a very conservative profession. Alison has coached start-ups and mature businesses to business improvement and has a certain way of enabling change in even the most “traditional” of characters. At the beginning of her business career Alison spent time coaching non-Vet sector businesses ranging from Anglian Water to Norwich Union now Aviva. Prior to starting her own business Alison spent 10 years in FMCG with MARS and Colgate Palmolive Alison is Honorary Associate Professor in Business at Nottingham Vet School and was awarded the Australian Veterinary Association inaugural “Business Thought Leadership” award in 2019 and the RCVS Impact Award in 2021

UVP - 223 - Is It Venting, Decompressing Or Gossiping? Mar 22, 2023

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 while still following the expectation that there is no gossiping allowed. How do you walk the line between the "need" to vent/decompress and commiseration/gossiping. This one is spicy, let's get into this... LINKS Upcoming events: unchartedvet.com/upcoming-events/ Turning Clients Into Fans What makes someone a loyal customer and what makes someone a fan? How do businesses achieve the same level of loyalty as major sports teams and what does it actually mean? In this workshop, attendees will explore how companies create enduring fanship with their customers, discuss their customers' experiences, and brainstorm how to take these concepts and apply them to veterinary practice. In this workshop you will learn: What makes a fan a unique kind of consumer? What types of business practices make an impact on turning clients into fans? Brainstorm ways to bring these to your veterinary practice to build an enduring client fanbase When: March 29, 2023, 8:30-10:30 PM ET/5:30 – 7:30 PM PT $99 to register, FREE for Uncharted Members All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 222 - Airpods And True Crime At Work? Mar 15, 2023

UVP - 222 - Airpods And True Crime At Work? by Uncharted Veterinary Community

UVP - 221 - Conflicting Team Members Who Won't Talk To Each Other Mar 08, 2023

UVP - 221 - Conflicting Team Members Who Won't Talk To Each Other by Uncharted Veterinary Community

UVP - 220 - I'm Drowning In Lengthy Patient Records Mar 01, 2023

UVP - 220 - I'm Drowning In Lengthy Patient Records by Uncharted Veterinary Community

UVP - 219 - Our Practice Leader Is Driving People Away! Feb 22, 2023

UVP - 219 - Our Practice Leader Is Driving People Away! by Uncharted Veterinary Community

UVP - 218 - Employee Reviews Feb 15, 2023

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 most best and most effective questions that should be asked on an employee review? They were also curious on our take for who should be answering those questions, especially to help give the best overall picture of an employee. And lastly, they wanted to know should management be reviewed and if so, who should review them? If you have listened to the podcast before, you might already know that Stephanie and Andy both think should is a dirty word. This was a fun episode, let's get into this... LINKS Upcoming events: unchartedvet.com/upcoming-events/ We have TWO amazing events coming up - one virtual just for managers and one in person that anyone on the team can attend! Don't miss your chance to join us either virtually or in person in beautiful Greenville, SC. Calling All Practice Managers - The Uncharted Practice Manager Summit is Happening! We know you are unique. Managing the business. Fielding never-ending questions from the team. Fixing broken printers, again. You wear more hats than anyone else in the practice. All of these look great on you, of course. But do you ever wonder “Am I actually in charge if I don’t own the practice? How do I manage the endless responsibilities of this job with limited power and resources? How can I keep growing professionally?” If you’re itching to talk to people who really get what it means to be a manager, this is the event for you! It’s time to connect with your fellow practice managers to share what gets you excited about your role, find solutions for what needs your focus now, and discover new ways to shine even brighter as a manager. While Uncharted Membership is always encouraged, it is not required for event attendance! Non-members, here’s your chance to see what all the buzz is about and get a taste of the Uncharted experience. This 1-day virtual event on March 22, 2023. April 20-22, 2023: The Uncharted Veterinary Conference Our flagship three-day live conference event in Greenville, SC. Closed event. Only available to Uncharted members. Come join us in Greenville! All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 217 - I Have The Most Highly Paid Staff And I Am Proud Of It Feb 09, 2023

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 was a spicy one full of strong thoughts from both Andy and Stephanie so let's get into this... LINKS Upcoming events: unchartedvet.com/upcoming-events/ TEXTING IT TO THE NEXT LEVEL If you've ever been misunderstood through text messages – this workshop is for you! Using digital communications like email and text is without a doubt extremely efficient, but written messages can often be misinterpreted. There is also perception that text communications feel less personal. This doesn't have to be the case! In this workshop, Maria Pirita will be giving you techniques, tips and tricks that will take your texting to the next level! You will learn the benefits of text communication, a comprehensive list of do's and don'ts when texting, and formulate a protocol that can be adopted right away in your practice. When: February 15, 2023, 8-10 PM ET/5 – 7 PM PT $99 to register, FREE for Uncharted Members All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 216 - This Clinic Is ALL Drama Feb 01, 2023

This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss are talking through a mailbag letter from a colleague who joined a new practice that seems FULL. OF. DRAMA! There are cliques, there is standing around, there is setting others up to fail and this doctor is wondering if this is just a lost cause or how they possibly begin to tackle this place and make it a more positive, less dramatic place to work. This was so much fun for Andy and Stephanie to debate through. Let's get into this... LINKS Upcoming events: unchartedvet.com/upcoming-events/ TEXTING IT TO THE NEXT LEVEL If you've ever been misunderstood through text messages – this workshop is for you! Using digital communications like email and text is without a doubt extremely efficient, but written messages can often be misinterpreted. There is also perception that text communications feel less personal. This doesn't have to be the case! In this workshop, Maria Pirita will be giving you techniques, tips and tricks that will take your texting to the next level! You will learn the benefits of text communication, a comprehensive list of do's and don'ts when texting, and formulate a protocol that can be adopted right away in your practice. When: February 15, 2023, 8-10 PM ET/5 – 7 PM PT $99 to register, FREE for Uncharted Members All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 215 - Beyond Pizza And Coffee How Do You Show Appreciation Jan 25, 2023

This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss are working on a mailbag question from someone wondering how we can show deep respect and appreciation to our veterinarians for the work that they do for our practices, our patients and our clients. Andy and Stephanie took an opportunity to address the pizza party elephant in the room along with some other strong opinions they both had when it comes to languages of appreciation. Let's get into this... LINKS Upcoming events: unchartedvet.com/upcoming-events/ START THE YEAR OFF RIGHT: LEAD A VISION AND VALUES MEETING This workshop will focus on getting started with a successful strategy meeting. Learn to confidently run a powerful planning session with your key staff members or your whole team and how to keep it positive! Get tools to ensure great engagement during the meeting with your team and a plan to walk away with a clear set of values and a north star that can be used to guide your team through the year and beyond. When: February 1, 2023, 8:30-10 PM ET/5:30 – 7 PM PT $99 to register, FREE for Uncharted Members All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 214 - The Economics and Emotions of Workplace Culture Jan 18, 2023

Scott Burton MBA, CVPM joins Dr. Andy Roark to discuss the economics and emotions of workplace culture. They talk about the impact of culture on veterinary teams, veterinary clients and even in discussing cost of veterinary care. This episode is made possible ad-free by CareCredit! LINKS: Strategy as Practice: https://amzn.to/3ERkOmX Organizational Culture and Leadership: https://amzn.to/3ERkOmX An Everyone Culture: Becoming a Deliberately Developmental Organization: https://amzn.to/3ERkOmX CareCredit: https://www.carecredit.com/ Links to Amazon.com are affiliate links and help support the show. (They're also much smaller than normal links and easier to copy when typing up show notes!) ABOUT OUR GUEST: Scott Burton is the Hospital Administrator of Southern Regional Veterinary Specialists and Southern Regional Veterinary Emergency Services. Scott also prides himself on being a scholar-practitioner as he currently works on completing his doctorate in executive leadership. The fourteen years of administration experience combined with his formal education (BA in Bible and Theology, MBA in human resources, CVPM certification, and Doctoral work/dissertation research) give Scott a unique perspective that will continue to be an asset to those around him. Before his time in veterinary medicine, Scott had extensive exposure to the financial sector as the Assistant Vice-President of a community bank. He served as the IT security officer and was in charge of consumer construction lending. His leadership skills were also recognized while he served as a personal banker with Bank of America and was recognized for his sales and leadership capacity. Scott transitioned into veterinary medicine primarily due to his wife’s experience as a licensed veterinary technician. As a hospital administrator, Scott learned about the complex ecosystem in the veterinary hospital and the delicate balance required to generate interdependent relationships. The development of this ecosystem perspective has guided him through his doctoral research and continues to function as an illustration of cultural continuity. Scott’s leadership model focuses on the inner nature of the individuals within the organization. His passion for creating a positive culture is more than “Friday Pizza” and involves an in-depth analysis of the emotional intelligence and vertical development of those he leads. Scott is married to his best friend of almost twenty years (married 16) and has four beautiful children (all under 9). We enjoy campfires, smores, and hotdogs while we play soccer or bocce ball in the backyard. We also have two Greyhounds and one German Short-Hair Pointer.

UVP - 213 - Coaching Spicy Tenured Team Members Jan 11, 2023

This week on the Uncharted Podcast, Dr. Andy Roark and special guest practice manager Maria Pirita break down the problem of what to do when one of your seasoned team members turns spicy! In this question from a conference attendee, we have a lead technician who is not doing the "menial" parts of her job and is being a touch rude with other team members. How are we doing to handle it?? Let's get into this... LINKS Uncharted Veterinary Conference - April 20-22: https://unchartedvet.com/uvc-april-2023/ Upcoming events: unchartedvet.com/upcoming-events/ All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning! All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 212 - They Admitted Using Drugs... Now What Do I Do? Jan 04, 2023

This week on the Uncharted Podcast, practice manager Stephanie Goss is joined by her dear friend, Dr. Phil Richmond. Phil is the Chief Medical & Team Wellbeing Officer at Veterinary United and the Founder of Flourishing Phoenix Veterinary Consultants. He is an advocate for positive culture and individual, team and organizational psychological health, safety, and wellbeing in veterinary workplaces. Phil was also voted Most Funny in his high school class, was the NASA 1996 FL State Powerlifting champion (Juniors, 23 & under) and has seen Rush in concert more than any other band. That's what I call a bio! Stephanie and Phil are talking through a recent conversation had with some managers after a team member at someone's clinic called off for several days and then told their manager that they were admitted to the hospital following an overdose. This is someone who is newer to the team, performing well and this manager was asking how to navigate this. The discussion turned towards disciplinary-like actions - taking away keys, possible termination for the no call, no show, drug testing and more. Stephanie and Phil wanted to talk through why the default response is often to frame substance/alcohol use disorder and mental health crises in a disciplinary way; what we can do to examine our own bias when it comes to these challenges and leadership and how to begin taking steps to change the culture within our practices, our communities and veterinary medicine as a whole. Let's get into this... LINKS If you will be at VMX, come see Stephanie and Phil present together: When a Team Member Needs Help... What To Do When Sunday Jan 15 at 8am in Hyatt management area Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Episode Resources Mentioned by Stephanie and Phil At VMX: Veterinary Recovery Meeting is Sunday Jan 15 at the Hyatt from 4-8pm in Celebration 14. ACES Assessment/Information PERMAH Survey Information - Workplace (and personal) well-being assessments Mental Health Audit - Use the workplace mental health audit tool to find out how your workplace measures up. Vets4Vets - VIN Foundation Vet Peer Support Network

UVP - 211 - (HOF)The Team Is Mad I Won't Cover Staff Shortages Dec 28, 2022

Hall of fame episode. Originally aired as UVP 168. This week on the podcast, Dr. Andy Roark and Stephanie Goss are sharing a conversation they recently had with a group of managers who was struggling with something that feels familiar to us all at this point. These managers are short handed. And a lot of them came into their roll from the team side so they have the skills to fill in on the floor when needed. Their teams are really getting frustrated and/or angry with them when they refuse to cover gaps in the schedule in order to get their own jobs done including things like trying to hire, interview and payroll. It feels like the ultimate rock and a hard places conversation. Let’s get into this…

UVP - 210 - When A Great Tech Calls Out ALL. THE. TIME. Dec 21, 2022

This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss are talking through a question that Stephanie admits she could have written in to the mailbag at one point in her management career. We had a manager write in and ask what to do about a great skilled, talented tech who just happens to call out ALL. THE. TIME? They are amazing for the patients and the team loves them, when they are here. This management team just isn't sure how to take it from here. Let's get into this... LINKS Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 209 - Deteriorating Doctor Dec 14, 2022

This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss are working on a challenge question from the mailbag. A veterinarian wrote in because they have an associate who they thought was a great fit and the team was super excited about when they hired them. A year later and the sparkle seems to have worn off and this associate seems unhappy, anxious and angry a lot of the time. They are micromanaging the team, snapping and sniping at people constantly and this practice owner is worried about this associate. Can this situation be saved, how do I as an owner help them and what do I do to support the team who is super frustrated are all the questions being asked by this practice owner. Let's get into this... LINKS Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet Do you have something that you would love Andy and Stephanie to role play on the podcast - a situation where you would love some examples of what someone else would say and how they would say it? If so, send us a message through the mailbag! We want to hear your challenges and would love to feature your scenario on the podcast. Head over to the mailbag and submit it here: unchartedvet.com/mailbag

UVP - 208 - What Do We Do When Accidents Happen? Dec 07, 2022

This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss are tackling some serious questions that Stephanie lumped together from the mailbag. We've received some asks from veterinarians and managers facing the angry clients, online mobs, in-person harassment/bullying from people when the horrible, unexpected things happen. When a pet slips a leash and runs into the road in front of the clinic; when a patient dies with no warning during an exam; when a pet in boarding is gravely injured trying to escape their run during a thunderstorm. Things we all hope don't ever happen to us but are out of our control for the most part. These stories matter and the questions being asked by these brave leaders facing these situations matter, maybe even more than the story. Questions like "how do I emotionally support my doctor who is berating themselves for not know that pet was suddenly going to die with no warning?" or "how do I be there as a leader and support my team when we are getting death threats on our voicemail and people are being called out by name or their personal information shared online? How do I make sure we are all mentally okay at the end of the day?" These are wonderfully compassionate questions that Andy and Stephanie enjoyed looking at from multiple angles. Let's get into this... LINKS Upcoming events: unchartedvet.com/upcoming-events/ Getting the Most Out of Your Relief Vet Relationships Dr. Maggie Brown-Bury is a relief veterinarian in Canada and she is already booked for all of 2023. How does she do it? Who ends up at the top of her list of availability? If you're struggling to find a consistent relief veterinarian or don't know where to start, this 1-hour workshop can help. On December 13, she will be sharing her experiences (the good and the bad), what key things you should have in place if you hire a relief vet, how to set them up for success, and how to build the foundation for an ongoing relationship. She will also give you a comprehensive list of the obvious and lesser known hiccups clinics encounter along the way when hiring relief veterinarians and how to avoid them so you're at the top of your favorite relief vet's list in 2023. Join us on December 13, 2022 from 7pm ET/4pm PT – 8pm ET/5pm PT for this LIVE workshop! Registration is $99. FREE for Uncharted Members. Sign up here All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning! All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 207 - Playing Nice With Your Competition - What's The Point? Nov 30, 2022

This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss are tackling a question Andy was asked about working together with our (local) competition. A manager in a rural/remote area is wanting to connect with other managers. It seems the veterinarians in the area don't all get along and see no reason to work together. These managers are looking at it from a different lens and wondering "Isn't there a point to us working together?" and better yet, they are asking "how do we explain this to the vets who don't agree with us?" Let's get into this... LINKS Upcoming events: unchartedvet.com/upcoming-events/ Getting the Most Out of Your Relief Vet Relationships Dr. Maggie Brown-Bury is a relief veterinarian in Canada and she is already booked for all of 2023. How does she do it? Who ends up at the top of her list of availability? If you're struggling to find a consistent relief veterinarian or don't know where to start, this 1-hour workshop can help. On December 13, she will be sharing her experiences (the good and the bad), what key things you should have in place if you hire a relief vet, how to set them up for success, and how to build the foundation for an ongoing relationship. She will also give you a comprehensive list of the obvious and lesser known hiccups clinics encounter along the way when hiring relief veterinarians and how to avoid them so you're at the top of your favorite relief vet's list in 2023. Join us on December 13, 2022 from 7pm ET/4pm PT – 8pm ET/5pm PT for this LIVE workshop! Registration is $99. FREE for Uncharted Members. Sign up here All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning! All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 206 - Managing A Neurodiverse Clinic Doctor Nov 23, 2022

Dr. Amanda Doran joins Dr. Andy Roark to discuss managing (and being) a neurodiverse doctor. Very little of the conversation is specific to veterinarians as opposed to other members of the vet healthcare team, and everyone in the clinic can benefit from this conversation. We cover common behaviors as well as resources and management strategies for supporting a diverse group of individuals across an organization. Let's get into this! LINKS: Dr. Amanda Doran: @dr_amanda_doran Love and Work: How to Find What You Love, Love What You Do, and Do It for the Rest of Your Life - https://amzn.to/3c7ZL5i JOIN UNCHARTED! https://unchartedvet.com/uvc-membership/ Conflict Resolution with Bret Canfield: https://unchartedvet.com/product/conflict-resolution/ ABOUT OUR GUEST: Dr. Amanda Doran is an artist, writer, speaker, and practicing in-home euthanasia veterinarian. She is also Certified in Veterinary Hospice and Palliative Care (CHPV). Dr. Doran’s art, writing and speaking focus on options for end of life care, effective communication strategies, and how to create a more magical and meaningful life by cultivating what she calls Work-Life Resonance.

UVP - 205 - Overwhelmed And Won't Give Up - Part 2 Nov 16, 2022

This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss are picking up where they left off last week! That's right, this is part 2 of our first cliff hanger episode. This week, we will dive into the action step ideas for the challenge facing our repeat mailbag writer who was previously feeling squashed and stubborn. They are still at it and just as stubborn as ever, only this time, they are struggling with not letting client frustration over scheduling woes get them down. They are booked pretty far in advance and doing all the things they can to manage the schedule and clients are still really frustrated. They are voicing it to the team and it is starting to crop up in online reviews and this doctor is asking for help in getting into a good headspace and not letting it get them or the team down. And also looking for help on how to communicate to clients that they have to wait and why it's okay to wait in some cases, without clients feeling brushed off. Let's get into the action... LINKS Upcoming events: unchartedvet.com/upcoming-events/ The Secret Sauce to Optimizing Workflow with Senani Ratnayake, RVT Back by popular demand! It's time to take a look at the workflows that aren't working and come up with a plan to move forward with a strategy that makes sense. Date: November 30 Time: 5:30pm ET/2:30pm PT – 7:30pm ET/4:30pm PT REGISTER All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning! All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 204 - Overwhelmed And Won't Give Up! (Pt. 1) Nov 09, 2022

This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss jump back into the mailbag to make history. That's right, we got a topic we loved so much this week that we are splitting this episode into two! This week, we will dive into the headspace of the challenge facing our repeat mailbag writer who was previously feeling squashed and stubborn. They are still at it and just as stubborn as ever, only this time, they are struggling with not letting client frustration over scheduling woes get them down. They are booked pretty far in advance and doing all the things they can to manage the schedule and clients are still really frustrated. They are voicing it to the team and it is starting to crop up in online reviews and this doctor is asking for help in getting into a good headspace and not letting it get them or the team down. And also looking for help on how to communicate to clients that they have to wait and why it's okay to wait in some cases, without clients feeling brushed off. This was a super fun challenge of an episode - don't forget to stay tuned next week for part two - the action steps! Let's get into this... LINKS Upcoming events: unchartedvet.com/upcoming-events/ The Secret Sauce to Optimizing Workflow with Senani Ratnayake, RVT Back by popular demand! It's time to take a look at the workflows that aren't working and come up with a plan to move forward with a strategy that makes sense. Date: November 30 Time: 5:30pm ET/2:30pm PT – 7:30pm ET/4:30pm PT REGISTER All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning! All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 203 - Unforgiving Doctor Is Ticking Off The Staff Nov 02, 2022

Bret Canfield joins Dr. Andy Roark to take a MEATY question from the mailbag. When you have a doctor who came from a toxic clinic and now has serious trust issues with staff, how do you coach him or her through that behavior? Are you at risk of driving this doctor away? Let's get into it! LINKS: JOIN UNCHARTED! https://unchartedvet.com/registration/ Uncharted Practice Owner Summit: https://unchartedvet.com/upcoming-events/ Belbin Team Roles: https://belbinnorthamerica.com/?gclid=CjwKCAjw0dKXBhBPEiwA2bmObTTWlmfL57KtkwfIdV74o5ksSzg_Usn4bbdKrQGgztenwwRDgCTa_hoCCRcQAvD_BwE Radical Candor TED Talk: https://www.youtube.com/watch?v=4yODalLQ2lM&ab_channel=FreshBooksUniversity Crucial Conversations (Amazon): https://www.amazon.com/Crucial-Conversations-Tools-Talking-Stakes-ebook/dp/B093Y3N433/ref=sr_1_1?keywords=crucial+conversations&qid=1660245538&sprefix=crucial+%2Caps%2C88&sr=8-1 ABOUT OUR GUEST: Bret Canfield calls the beautiful American Pacific Northwest his home base. When he is not saving the world with the veterinary heroes at Summit, you can find him hiking, kayaking, or doing yoga with his wonderful wife, Moriah, or relaxing with his mischievous torby cat, Eve, and his lazy pit bull, Rookie.

UVP - 202 - Consequences When A Client Behaves Badly Oct 26, 2022

This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss jump back into the mailbag to discuss a letter from a veterinarian who is fed up with naughty client behavior. This vet is even more fed up with feeling like their hospital management does not have their back or the backs of the team when it comes to holding clients accountable for things. Clients are being mean, they are wasting a ton of time and no one seems to care. This vet is asking how to help their team draw some lines in the sand and when to reach into their toolbox so that they can manage up and let their management team know "Hey, we need your help here!". This was a fun topic to discuss so... let's get into this. LINKS Upcoming events: unchartedvet.com/upcoming-events/ Conflict Resolution Workshop Let's be honest – the veterinary community is a conflict-averse group. But struggles are part of our daily journey whether we like them or not. Create some tools to help you thrive in the face of adversity, come together in the heat of challenges, and finally make hardship downright easy. Date: November 9 Time: 7pm ET/4pm PT – 9pm ET/6pm PT Price: $99/FREE for Uncharted Members REGISTER The Secret Sauce to Optimizing Workflow with Senani Ratnayake, RVT Back by popular demand! It's time to take a look at the workflows that aren't working and come up with a plan to move forward with a strategy that makes sense. Date: November 30 Time: 5:30pm ET/2:30pm PT – 7:30pm ET/4:30pm PT REGISTER All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning! All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 201 - COS Crossover Leaders Should NOT Eat Last Oct 24, 2022

Dr. Michael Miller joins the podcast to talk about the downside of leaders eating last. He and Dr. Andy Roark discuss what happens when servant leadership turns to martydom, signs that practice leaders are "giving" in an unhealthy way, and what to do about it. This episode is perfect for anyone who is pouring their heart and soul into practice and feels burned out and used up at the end of the day. LINKS Leaders Eat Last: https://www.amazon.com/Leaders-Eat-Last-Together-Others-ebook/dp/B00DGZKQM8 Dr. Andy Roark Exam Room Communication Tool Box Course: https://drandyroark.com/on-demand-staff-training/ What’s on my Scrubs?! Card Game: https://drandyroark.com/training-tools/ Dr. Andy Roark Swag: drandyroark.com/shop All Links: linktr.ee/DrAndyRoark ABOUT OUR GUEST: Dr. Michael W. Miller is the co-owner of a four-hospital small animal practice in the far southwest suburbs of Chicago, seeing patients at Lakewood Animal Hospital in Morris, Illinois. In addition to dogs and cats, he has a special interest in reptiles which led him to start a wildlife rescue at his practice for hit-by-car turtles. He currently serves on the Illinois Veterinary Medical Alumni Association executive board. After being a contributing author to the DrAndyRoark.com and UnchartedVet.com websites, he started his blog called Harry Potter Vet, where he uses comparisons to the wizarding world to help veterinary professionals and himself discover the magic in veterinary medicine. Recently he has started sharing that magic through speaking engagements – most notably the AVMA Veterinary Leadership Conference and the Uncharted Veterinary Conference. Outside of vet med, he also is discovering the magic of parenthood as he and his wife raise their two young sons.

UVP - 200 - Lessons Learned At Uncharted Oct 19, 2022

This week on the podcast, Dr. Andy Roark and Stephanie "Celebrate Good Times" Goss are having a party with y'all. That's right, we are celebrating our 200th episode of the podcast this week! It has been 200 weeks of good times diving into some awesome topics that we are all wrestling with on a regular basis in our practices. Andy and Stephanie both want to thank you, our listeners, for making the podcast magic with us over these past few years. We pulled together some of our favourite lessons discussed for you all. Cheers to the next 200 episodes. 🎉 LINKS Upcoming events: unchartedvet.com/upcoming-events/ Conflict Resolution Workshop Let's be honest – the veterinary community is a conflict-averse group. But struggles are part of our daily journey whether we like them or not. Create some tools to help you thrive in the face of adversity, come together in the heat of challenges, and finally make hardship downright easy. Date: November 9 Time: 7pm ET/4pm PT – 9pm ET/6pm PT Price: $99/FREE for Uncharted Members REGISTER The Secret Sauce to Optimizing Workflow with Senani Ratnayake, RVT Back by popular demand! It's time to take a look at the workflows that aren't working and come up with a plan to move forward with a strategy that makes sense. Date: November 30 Time: 5:30pm ET/2:30pm PT – 7:30pm ET/4:30pm PT REGISTER All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning! All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 199 - Who Should Take The Medical History Oct 12, 2022

This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss relish in living in the shades of gray. We received a mailbag letter from someone who asked "Is it just us or do any other hospitals have the struggle of whether or not support staff should be taking detailed history from clients before the doctors get in the exam room?...Should full medical history be the doctor's responsibility?" Andy and Stephanie get lively when it comes to should - it's a four letter word in veterinary medicine, friends. They jump into a great debate about medical records and have a blast doing it so... let's get into this. LINKS Upcoming events: unchartedvet.com/upcoming-events/ LAST CHANCE - DO NOT MISS YOUR CHANCE Join us for LEVERAGING TECHNICIANS – MAKING PRACTICE LESS STRESSFUL FOR YOU, THEM AND YOUR PATIENTS! We discuss ways to balance leveraging technicians while creating a positive culture of respect for all team members! We all recognize that every member of the veterinary team is valuable. In this workshop, we will: Explore how to create trust among your team so that veterinarians will fully utilize technicians and technicians will fully utilize veterinary assistants Discuss how to cultivate a well-balanced team resulting in less stress for everyone to create positive client and patient experiences. Join us on Wednesday, October 19 from 7-9 PM ET/ 4-6 PM PT for $99 (FREE for Uncharted Members!) Register here All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning! All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 198 - Should I Report My Practice To The State Board? Oct 05, 2022

When is a leadership practice or decision SO bad that you need to go to the state veterinary board? That's the question being asked today in our mailbag! Dr. Andy Roark and Maria Pirita wade into how we parse ethical questions, what steps our writer might take and when, exactly, do we "bite the hand that feeds us." LINKS: JOIN UNCHARTED TODAY! https://unchartedvet.com/uvc-membership/ GSD Short-Handed Virtual Conference (Oct. 6-8): https://unchartedvet.com/gsd-shorthanded/ Leveraging Technicians Workshop: https://unchartedvet.com/product/leveraging-veterinary-technicians/

UVP - 197 - They Hired A B*tch So Now What Do We Do? Sep 28, 2022

This week on the Uncharted Podcast, Dr. Andy Roark and practice manager Stephanie Goss dive into the mail bag and come out with a wonderful question from a lead LVT who is struggling with a new hire that they are hearing some not so nice things about through the local vetmed grapevine. The world of veterinary medicine is a very small one - does that mean it is unfair to judge someone before you even get to work with them? Let's get into this. LINKS Upcoming events: unchartedvet.com/upcoming-events/ Get Shit Done: Shorthanded This 3-day live, interactive virtual conference features a customizable learning journey for practice leaders who are tired of being overwhelmed and want to get their practice back under control. Explore how you’re working, isolate challenges, diagnose pain points, share best practices and pull together a sustainable plan to overcome obstacles. While Uncharted Membership is always encouraged, you DO NOT have to be a member to join us for GSD! Non-members, here’s your chance to see what all the buzz is about and get a taste of the Uncharted experience. Register here LEVERAGING TECHNICIANS – MAKING PRACTICE LESS STRESSFUL FOR YOU, THEM AND YOUR PATIENTS! Join us as we discuss ways to balance leveraging technicians while creating a positive culture of respect for all team members! We all recognize that every member of the veterinary team is valuable. In this workshop, we will: Explore how to create trust among your team so that veterinarians will fully utilize technicians and technicians will fully utilize veterinary assistants Discuss how to cultivate a well-balanced team resulting in less stress for everyone to create positive client and patient experiences. Join us on Wednesday, October 19 from 7-9 PM ET/ 4-6 PM PT for $99 (FREE for Uncharted Members!) Register here All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning! All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 196 - Do You Want To Be A Doctor AND A Tech? Can I Change This Practice? Sep 21, 2022

Can you lead people to water and make them drink? This week's episode starts out with a mailbag question where the writer already has part of their answer. And life is always a little more complicated than at first glance so Dr. Andy Roark and practice manager Stephanie Goss dive into this mailbag entry from a veterinarian who is considering joining a new practice. This practice is quite different from what this vet is used to AND wanting. They want a practice that utilizes their techs for more than nail trims, where the DVMs aren't doing tech work and that is more efficient. This DVM wants to know "Can I hope to change this practice and how do I start the conversation with grace?" This one is seemingly uncomplicated but Andy and Stephanie always find a twist. Let's get into this... LINKS Upcoming events: unchartedvet.com/upcoming-events/ Get Shit Done: Shorthanded This 3-day live, interactive virtual conference features a customizable learning journey for practice leaders who are tired of being overwhelmed and want to get their practice back under control. Explore how you’re working, isolate challenges, diagnose pain points, share best practices and pull together a sustainable plan to overcome obstacles. While Uncharted Membership is always encouraged, you DO NOT have to be a member to join us for GSD! Non-members, here’s your chance to see what all the buzz is about and get a taste of the Uncharted experience. Register here All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 195 - I Tried To Unplug On Vacation... and Failed Sep 14, 2022

This week on the Uncharted Podcast, Stephanie Goss is going rogue. She invited Tyler Grogan, Veterinary Technician and Uncharted Social Media Goddess as well as Eric Garcia, Marketing and Social Media genius/guru of Simply Done Tech onto the podcast. Fair warning - when Stephanie gets to have dear friends on the podcast, shenanigans ensue and this week is no exception. You may have heard Eric lecture or write about a topic near and dear to his heart - #unplugging. If you haven't heard about it, you are definitely in for a treat. Stephanie and Tyler were both inspired by Eric's invitation to veterinary medicine to unplug from social media and technology and lean into being present for periods of time in your life. All three of them lined up time this summer and this episode is their get together to discuss what went wrong, where they struggled the most, what went perfectly right and whether they will do it again. You all be the judge - let's get into this. PS - As mentioned in the episode, you can check out Bored and Brilliant. All things Eric has written on unplugging can be found here https://ericgarciafl.com/unplugged/ ABOUT OUR GUESTS Eric Garcia - IT expert. Digital marketer. Industry thought leader. When it comes to helping veterinary practices streamline their technology and attract and retain clients, Eric Garcia has a proven track record of educating the industry and producing results. Eric is an internationally recognized IT and Digital Strategist working exclusively with veterinary practices. Garcia’s work has been recognized throughout the industry. Eric was voted VMX 2020 Speaker of the Year by conference attendees. He speaks regularly at conferences all throughout the world. Tyler Grogan, CVT - Tyler is a certified veterinary technician with experience in a variety of practices and a creative mind on the Uncharted Veterinary Conference team. Tyler is passionate about the veterinary profession and the never-ending opportunities it offers her to keep learning, whether through medicine, writing, marketing or teaching others. She loves to use her creativity to think about new ways to impact client and patient experiences in veterinary practices. She also puts creativity to work planning adventures (for real-life and Dungeons and Dragons games) in her free time. LINKS Upcoming events: unchartedvet.com/upcoming-events/ Get Shit Done: Shorthanded This 3-day live, interactive virtual conference features a customizable learning journey for practice leaders who are tired of being overwhelmed and want to get their practice back under control. Explore how you’re working, isolate challenges, diagnose pain points, share best practices and pull together a sustainable plan to overcome obstacles. While Uncharted Membership is always encouraged, you DO NOT have to be a member to join us for GSD! Non-members, here’s your chance to see what all the buzz is about and get a taste of the Uncharted experience. Register here All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 194 - Practice Manager Seeks Fun Veterinarian For Work Marriage Sep 07, 2022

Practice manager and owner Jenn Galvin joins Dr. Andy Roark to tackle a tough question from the mailbag! If you're a practice manager who wants to find a veterinarian business partner, where do you even start? In this episode, Jenn and Andy talk about setting expectations, maintaining relationships throughout the current hospital, growing and using your personal network, and achieving cultural alignment with someone you just met. This episode has all the drama of a reality dating show (not really, but we talk a lot about how business partnership is a lot like life partnership)! Let's get into it! LINKS: JOIN UNCHARTED! https://unchartedvet.com/registration/ Uncharted Virtual Get Sh!t Done Short-Handed Conference: https://unchartedvet.com/gsd-shorthanded/ Uncharted Practice Owner Summit: https://unchartedvet.com/upcoming-events/ ABOUT OUR GUEST: Jenn Galvin is a spreadsheet-loving Veterinary Practice Manager with over 20 years of experience in the field. Growing her hospital and helping her team succeed through hard work, positive leadership, and humor is what gets Jenn up in the morning. She's an introverted "inventory nerd" that loves bratty beagles, dungeons and dragons, and the outdoors. She loves sharing the mistakes she's made, and the things she's learned, with other hospital owners and managers so they can grow their hospitals, teams, and themselves!

UVP - 193 - We Have A Manager...They Don't Manage Aug 31, 2022

Have you ever worked somewhere that the team felt frustrated at the lack of accountability for repeated mistakes and the drastic differences in work ethic between staff members? When frustration like this extends over time, the result can be cultivating an office environment with a huge increase in tension, gossip, and bickering. Dr. Andy Roark and practice manager Stephanie Goss tackle a mailbag question from a veterinary technician who is grappling with a hospital environment like this. They feel like their practice owner and manager haven't really addressed things from the perspective of the team but this tech feels they might be open to suggestions on what to do and how to approach the situation. Our vet tech says they are "not really sure where to even start with coming up with an overhaul in training/rewards/consequences.." and asked for input from Andy and Stephanie. These are great questions and common challenges we are excited to talk about so let’s get into this… Links: Upcoming events: unchartedvet.com/upcoming-events/ Get Shit Done: Shorthanded This 3-day live, interactive virtual conference features a customizable learning journey for practice leaders who are tired of being overwhelmed and want to get their practice back under control. Explore how you’re working, isolate challenges, diagnose pain points, share best practices and pull together a sustainable plan to overcome obstacles. While Uncharted Membership is always encouraged, you DO NOT have to be a member to join us for GSD! Non-members, here’s your chance to see what all the buzz is about and get a taste of the Uncharted experience. Register here All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 192 - How To Compete For New Grad Hires Aug 24, 2022

Jason Szumski, c/o 2023, joins Dr. Andy Roark to share some research on what graduating veterinary students are looking for in a first job and to answer the burning question so many independent vet practices have: "How do I even compete to hire new grads?!" Let's get into this episode! LINKS: Get Sh*t Done Shorthanded Virtual Conference: https://unchartedvet.com/gsd-shorthanded/ Dr. Andy Roark Exam Room Communication Tool Box Course: https://drandyroark.com/store/ What’s on my Scrubs?! Card Game: https://drandyroark.com/training-tools/ Dr. Andy Roark Swag: drandyroark.com/shop All Links: linktr.ee/DrAndyRoark ABOUT OUR GUEST: Jason Szumski is a fourth-year veterinary student at the University of Illinois. He is the SAVMA Class President for his veterinary class and was the VBMA at Illinois President for two years. He hopes to own his own practice after graduation!

UVP - 191 - What To Do With A Judgmental Manager Aug 17, 2022

Have you ever judged someone on your team when you happened across them sitting down at work and staring into space? Or heard someone say "If there is time to lean, there is time to clean!" Dr. Andy Roark and practice manager Stephanie Goss loved this short but complicated question from a manager wondering what to do about a fellow manager on their team who tends to look at things from a snapshot perspective - they see what is immediately happening and judge, without giving the team the benefit of the doubt or asking more questions. As you can imagine, this doesn't always go over well with their fellow managers or the rest of the team and they want to know what to do to help teach this fellow manager to stop being so judgmental and start looking at things differently. Let’s get into this… Links: Upcoming events: unchartedvet.com/upcoming-events/ Get Shit Done: Shorthanded This 3-day live, interactive virtual conference features a customizable learning journey for practice leaders who are tired of being overwhelmed and want to get their practice back under control. Explore how you’re working, isolate challenges, diagnose pain points, share best practices and pull together a sustainable plan to overcome obstacles. While Uncharted Membership is always encouraged, you DO NOT have to be a member to join us for GSD! Non-members, here’s your chance to see what all the buzz is about and get a taste of the Uncharted experience. Register here All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 190 - The Whole Team Says "I've Never Been Shown How To Do That" Aug 10, 2022

The team has been together for almost a year and yet they seem to be collectively saying "I've not been show how to do that..." about many things. Simple things. Are you ready to pull your hair out yet? We can understand why! Dr. Andy Roark and practice manager Stephanie Goss understand the pain and frustration this mailbag writer has over this exact situation. Plus they shared that when their leadership team give corrections to the group, it is met with feedback that they are being mean or bullying the team into doing what they want. Our writer asks "How do we hold them accountable, in a safe space, but still correct the deficiencies?" This is a FANTASTIC question so let’s get into this… Links: Upcoming events: unchartedvet.com/upcoming-events/ Get Shit Done: Shorthanded This 3-day live, interactive virtual conference features a customizable learning journey for practice leaders who are tired of being overwhelmed and want to get their practice back under control. Explore how you’re working, isolate challenges, diagnose pain points, share best practices and pull together a sustainable plan to overcome obstacles. While Uncharted Membership is always encouraged, you DO NOT have to be a member to join us for GSD! Non-members, here’s your chance to see what all the buzz is about and get a taste of the Uncharted experience. Register here All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 189 - How Adobe Animal Hospital is Doing Work-From-Home and Virtual Medicine Aug 03, 2022

This week on the podcast, we have a cross-over episode! That's right, this is a Cone of Shame episode. Imagine a CSR working from home, checking a client out and booking appointments from his home, or a technician live-chatting with three different pet owners through the clinic webpage from her apartment, or a doctor doing telemedicine appointments from another state? This isn’t fantasy. There are practices actually making these things happen today. Christina Freeman and Summer Burke-Irmiter join Dr. Andy Roark to talk about how their clinic is breaking the mold to give employees (and clients) flexibility like never before. Let’s get into this. ABOUT OUR GUESTS Christina Freeman joined the Adobe family in 2015 and focused her first few years in the Veterinary Marketplace. She was excited to move to the remote team and work with our online chat services and telemedicine and help these new communication tools grow and evolve. Christina is a native of North Carolina where she currently lives with her family and a large collection of animals great and small. Christina has a retail background and degree in Animal Science from North Carolina State University along with a teaching certification in all things science. She spends her spare time chasing children, gardening, doing pottery and oil painting. Summer Burke-Irmiter, MBA, has worked in veterinary hospitals for over 25 years. At the Uncharted Conferences, you will find her proudly wearing her Founding Member button and excitedly talking about her two amazing hospitals with over 22 doctors, the Open Hospital design which allows clients to go wherever their pets go and pitching her latest outlandish ideas to anybody who will listen. She's earned the nickname of "Goddess of Innovation" in some circles (along with other nicknames we won't mention here) by helping to launch remote teams at Adobe over 9 years ago, pushing for video visits a year before the pandemic, and touting the benefits of online chat to her team. The recent development of Video Client Representatives is one of the many creative solutions Summer has to solve common issues in our industry. Summer runs away to the circus every chance she gets and trains in Cirque du Soleil type arts such as lyra, a spinning hoop 6-12 feet in the air. Upcoming Events: Get Sh*t Done Shorthanded This 3-day live, interactive virtual conference features a customizable learning journey for practice leaders who are tired of being overwhelmed and want to get their practice back under control. Explore how you’re working, isolate challenges, diagnose pain points, share best practices and pull together a sustainable plan to overcome obstacles. While Uncharted Membership is always encouraged, you DO NOT have to be a member to join us for GSD! Non-members, here’s your chance to see what all the buzz is about and get a taste of the Uncharted experience. Learn more at unchartedvet.com/gsd!

UVP - 188 - The Tech's Personal Life Is Impacting Work Jul 27, 2022

You have a teammate who is amazing at their job. They have great skills for the work. They get the job done well, safely and on time. There is just one, small problem. They seem to have a trainwreck of a personal life and it bleeds into their work life with regularity. How do you find the balance between caring for a coworker and asking someone to do their job? A writer to the mailbag asks us this question and a few more. Dr. Andy Roark and practice manager Stephanie Goss both have strong feelings on this. Step onboard the bus to Camp Tough Love, friends, and let’s get into this… Links: Upcoming events: unchartedvet.com/upcoming-events/ Believing WE Can: Leading a Solution-Oriented Team with Senani Ratnayake, RVT What do decision-making processes actually look like in your practice? Get your team to solve problems and find solutions with the tips and tricks from this workshop! Date: August 10 Time: 8:30pm ET/5:30pm PT – 10:30pm ET/7:30pm PT Price: $99/FREE for Uncharted Members Register here All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning! All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 187 - Cyber Bullying And What It Means To Be Cancelled Jul 20, 2022

If you are in veterinary medicine, you've heard conversation about cyber bullying. Ranging from clinic's getting beat up in local social media groups to experiences like the recent one the team from Maine Veterinary Medical Center had to navigate, veterinary medicine is seeing the impact of words from keyboard warriors. Dr. Andy Roark and Stephanie Goss were talking through some of their thoughts on cyber bullying, cancel culture and the impact of negative words from the public on the team. Let’s get into this… Links: Upcoming events: unchartedvet.com/upcoming-events/ Navigating Neurodiversity – Your Clients, Coworkers, and Self with Dr. Amanda Doran Learn to navigate interactions with different individuals and create a culture that is supportive of neurodiversity in the workplace. Date: July 27 Time: 7pm ET/4pm PT – 9pm ET/6pm PT Price: $99/FREE for Uncharted Members REGISTER HERE All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning! All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 186 - How to Know If You Are The Toxic One? Jul 13, 2022

Have you ever asked yourself the question "Am I toxic?" This week on the podcast, Dr. Andy Roark and Stephanie Goss are tackling a letter from the mailbag that asks some amazingly self aware questions. Our listener said that they have seen/heard a lot of information about toxic work environments and toxic employees (as a group). They haven't seen a whole lot of discussion about how to tell if you might be toxic. Or heading in that direction. They are asking great questions about how to frame their headspace to think about this and also how the heck to handle it if you do think you might be a bit toxic. Let’s get into this… Links: Upcoming events: unchartedvet.com/upcoming-events/ Navigating Neurodiversity – Your Clients, Coworkers, and Self with Dr. Amanda Doran Learn to navigate interactions with different individuals and create a culture that is supportive of neurodiversity in the workplace. Date: July 27 Time: 7pm ET/4pm PT – 9pm ET/6pm PT Price: $99/FREE for Uncharted Members REGISTER HERE All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning! All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 185 - My New Practice Doesn't Write SOAPs Jul 06, 2022

Could you imagine working in a practice that literally doesn't write more than the presenting problem and any treatments done during an exam in the chart? 😳 Gives me the cold sweats just thinking about it. This week on the podcast, Dr. Andy Roark and Stephanie Goss are tackling a letter from the mailbag from a CSR who has found herself in this situation. Our writer was previously a manager so she is well aware of the standards that are required legally for charts. The level of medicine seems quality and sound but the charts leave a lot to be desired. This CSR and the rest of their team feel like they are left holding the bag when clinics/insurance companies as for more info and they have to say "that is all we have." Let’s get into this… Links: Upcoming events: unchartedvet.com/upcoming-events/ Managing a Negative Team Member with Bret Canfield We all have them on our teams! Talented folks whose skills are needed and attitudes leave something to be desired. Find out how to lead and coach as we explore the not-so-secret ways to repolarize our most cynical and cantankerous crew! Date: July 13 Time: 7pm ET/4pm PT – 9pm ET/6pm PT Price: $99/FREE for Uncharted Members REGISTER HERE All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning! All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 184 - My Lead Tech Tries To Tell Me How To Practice Jun 29, 2022

Imagine that you work in a practice as a new grad and form friendships with the people who are literally helping shape you into a vet. You leave the practice to get some more experience and then you come back to the practice you started at - only this time, you are a part owner and that means you are the boss! This week on the podcast, Dr. Andy Roark and Stephanie Goss are tackling a letter from the mailbag from a veterinarian who has been facing this situation and feels like its extra sticky because now the technician who helped mold/shape them is treating them like a new grad who knows nothing and definitely not treating them like the boss. Let’s get into this… Links: Upcoming events: unchartedvet.com/upcoming-events/ Managing a Negative Team Member with Bret Canfield We all have them on our teams! Talented folks whose skills are needed and attitudes leave something to be desired. Find out how to lead and coach as we explore the not-so-secret ways to repolarize our most cynical and cantankerous crew! Date: July 13 Time: 7pm ET/4pm PT – 9pm ET/6pm PT Price: $99/FREE for Uncharted Members REGISTER HERE All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning! All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 183 - Firing Them Will Catch Everyone By Surprise Jun 22, 2022

What happens if there is a vet on the team who you are friendly with but who isn't a cultural fit for the team and you decide it is time to part ways? This week on the podcast, Dr. Andy Roark and Stephanie Goss are tackling an international mailbag letter from a practice owner who is struggling with a lot of change in their practice. They have a new manager, they lost a vet who was a partner in the practice suddenly and there is a veterinarian that is a part of the team who just does not seem to always play well with others. In particular, their behaviors and attitudes towards the practice owner are challenging to say the least. This practice owner is concerned that since the team sees them being friendly or at least neutral in their behaviors/interactions with this vet, that they will be shocked and there may be collateral damage with the team if they choose to let this vet go. Let’s get into this… Links: Upcoming events: unchartedvet.com/upcoming-events/ TEAMWORK MIND MELD: SETTING EXPECTATIONS FOR TEAM COMMUNICATION You can overcome your concerns or fears over leading your team through team building/communication/accountability work! The simplest way is to learn about it and practice it within a supportive community. In this team communication workshop, we will cover a series of simple, easy-to-lead exercises that will allow you to walk your team from the very first “getting to know you” conversation all the way through the hard stuff and on to the dream work level of teamwork. You will leave this workshop with: Experience participating in and running communication exercises Confidence in leading your team towards building a foundation for better communication and teamwork within your own practices Join us on Wednesday, June 29 from 8:30 – 10:30 PM ET/ 5:30 – 7:30 PM PT for $99 (FREE for Uncharted Members!) Members must still be registered to attend. All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning! REGISTER HERE TO JOIN US All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 182 - Implementing An Effective Team Training Program Jun 15, 2022

This week on the podcast, Dr. Andy Roark is joined by the wonderful Dr. Amanda Donnelly. Amanda is a sought after-speaker, consultant, and author with over 30 years’ experience in the veterinary profession. She is a second-generation veterinarian who specializes in leadership, team development, and client communications. She recently birthed a new project - her own book! Andy and Amanda are talking about the book, about leading and managing veterinary teams and much more. Let's get into this. LINKS Dr. Amanda Donnelly: https://www.amandadonnellydvm.com/ Buy: Leading & Managing Veterinary Teams: https://www.amazon.com/Leading-Managing-Veterinary-Teams-Definitive/dp/0578308967/ref=sr_1_1?keywords=leading+and+managing+veterinary+teams&qid=1653090162&s=books&sprefix=leading+and+managing+ve%2Cstripbooks%2C87&sr=1-1 Upcoming events: unchartedvet.com/upcoming-events/ TEAMWORK MIND MELD: SETTING EXPECTATIONS FOR TEAM COMMUNICATION You can overcome your concerns or fears over leading your team through team building/communication/accountability work! The simplest way is to learn about it and practice it within a supportive community. In this team communication workshop, we will cover a series of simple, easy-to-lead exercises that will allow you to walk your team from the very first “getting to know you” conversation all the way through the hard stuff and on to the dream work level of teamwork. You will leave this workshop with: Experience participating in and running communication exercises Confidence in leading your team towards building a foundation for better communication and teamwork within your own practices Join us on Wednesday, June 29 from 8:30 – 10:30 PM ET/ 5:30 – 7:30 PM PT for $99 (FREE for Uncharted Members!) Members must still be registered to attend. All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask the instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning! REGISTER HERE TO JOIN US All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 181 - Growth Opportunities For Technicians Jun 08, 2022

UVP - 181 - Growth Opportunities For Technicians by Uncharted Veterinary Community

UVP - 180 - The New Hire WAY Oversold Themselves...Now What? Jun 01, 2022

Have you ever hired someone or had someone join the team and when they get started, it is obvious to the whole team that this person WAY oversold their skillset and abilities? This week on the podcast, Dr. Andy Roark and Stephanie Goss tackle a great question from a practice manager in this very predicament who is asking "What can I do to fix this problem and bridge the gap between their skills and what we need while also addressing the fact that they are currently being grossly overpaid considering their actual skill abilities. We loved the positive and fresh take on this challenge and had a lot of fun with it. Let's get into this... Links: Upcoming events: unchartedvet.com/upcoming-events/ Creating Content That Clients Crave with Bill Schroeder Make the content your clients will keep coming back to see! Date: June 8 Time: 7pm ET/4pm PT – 9pm ET/6pm PT Price: $99/FREE for Uncharted Members Register Here! All Links: linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP - 179 - When The Hot - Head Is The One In Charge May 25, 2022

Have you ever worked in a practice where there is a hot-head in the building? Someone who is reactive? Someone who flies off the handle or is extremely emotional in their reactions to things that don't seem to warrant that level of reaction? A lot of us have worked with someone like that. The question this week on the podcast is what do we do when the hot-head is in charge? Join Dr. Andy Roark and Stephanie Goss as they tackle a fantastic question from the mailbag about what to do when the manager of the practice is the hot-head and their fellow leader in the practice isn't their direct boss who can hold them accountable for their behaviors. Let's get into this... Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Creating Content That Clients Crave with Bill Schroeder Make the content your clients will keep coming back to see! Date: June 8 Time: 7pm ET/4pm PT – 9pm ET/6pm PT Price: $99/FREE for Uncharted Members Register Here! All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 178 You Saved What Information Where? Information Security In Your Practice May 18, 2022

This week on the podcast, Stephanie is joined by Joe Axne of IT Guru to talk about some of the wacky things that clinics do when it comes to information security and technology. Information technology (IT) can be an area where veterinary medicine struggles to keep up to date - it's one of those areas where you don't know what you don't know. We talk through some of the things that practices should consider in terms of protecting themselves from the outside in as well as the top practices for educating themselves and their teams about information security. Let's get into this... Links: Upcoming events: unchartedvet.com/upcoming-events/ RETAIN YOUR TEAM: SPEAK THE LANGUAGES OF APPRECIATION IN YOUR WORKPLACE Have you ever given your team an extra weekend off, a holiday bonus, a pizza party, or a coffee run for a job well done and still heard rumors of dissatisfied team members? Have you wondered how anyone could not feel appreciated? You’re not alone! Practice owner Dr. Tracy Sands is going to teach you about the languages of appreciation and how they can help you motivate, train and retain your staff. Be the boss everyone wishes they had! Create the positive culture you want to work in! Join us on Saturday, May 21 from 2-4 PM ET/11 AM – 1 PM PT for $99 (FREE for Uncharted Members!) Members must still be registered to attend.

UVP 177 Is My Doctor Afraid Of Animals? May 11, 2022

A veterinarian who seems afraid of their patients... is it possible? This week on the podcast, Dr. Andy Roark and Stephanie Goss are tackling a letter from the mailbag, asking for some input on a veterinarian in their practice who seems to struggle with aggressive patients - both the team and clients have complained about how this doctor interacts with and handles their patients. Andy and Stephanie both share some of their experiences on both sides of this coin - let's get into this... Links: Upcoming events: unchartedvet.com/upcoming-events/ RETAIN YOUR TEAM: SPEAK THE LANGUAGES OF APPRECIATION IN YOUR WORKPLACE Have you ever given your team an extra weekend off, a holiday bonus, a pizza party, or a coffee run for a job well done and still heard rumors of dissatisfied team members? Have you wondered how anyone could not feel appreciated? You’re not alone! Practice owner Dr. Tracy Sands is going to teach you about the languages of appreciation and how they can help you motivate, train and retain your staff. Be the boss everyone wishes they had! Create the positive culture you want to work in! Join us on Saturday, May 21 from 2-4 PM ET/11 AM – 1 PM PT for $99 (FREE for Uncharted Members!) Members must still be registered to attend.

UVP 176 Team Boycotts New Doc Before She Even Starts May 04, 2022

Can the team sabotage a new doctor before they even start? This week on the podcast, Dr. Andy Roark and Stephanie Goss are tackling a letter from the mailbag. A medical director colleague wrote in and shared with the team that they have a doctor coming onboard that has worked previously as a tech in their hospital. Should be a major win, right?? Our medical director says hold your excitement because only now that our new vet has been hired is our Medical Director being informed that the team does not like the new vet. The team says they have a bad attitude; techs have said the vet has had rough handling of patients... but none of this was noted by our Medical Director when the new doctor was a tech, and none of these things have been addressed with the new hire doctor during their previous employment. Sounds like a management headache worth talking through. This is a lively one, let’s get into this… Links: Upcoming events: unchartedvet.com/upcoming-events/ RETAIN YOUR TEAM: SPEAK THE LANGUAGES OF APPRECIATION IN YOUR WORKPLACE Have you ever given your team an extra weekend off, a holiday bonus, a pizza party, or a coffee run for a job well done and still heard rumors of dissatisfied team members? Have you wondered how anyone could not feel appreciated? You’re not alone! Practice owner Dr. Tracy Sands is going to teach you about the languages of appreciation and how they can help you motivate, train and retain your staff. Be the boss everyone wishes they had! Create the positive culture you want to work in! Join us on Saturday, May 21 from 2-4 PM ET/11 AM – 1 PM PT for $99 (FREE for Uncharted Members!) Members must still be registered to attend.

UVP 175 Exactly HOW Do I Talk to A Negative Coworker? Apr 27, 2022

Are you a leader in your practice whose palms sweat and you might completely forget how to say what you need to say when confronting a negative staff member? Dr. Andy Roark and Stephanie Goss are tackling another letter from the mailbag this week. A long time podcast listener wrote in and asked Andy and Stephanie to do some actual role play on how to address a team member who is (and I do quote) “the most pessimistic person on the planet!” Our listener is a manager in a corporate practice who has a negative staff member and they just don’t know WHAT to say or HOW to say it. They are reaching out for help to navigate some crucial conversations because this behavior is just not acceptable. This is a fun one, let’s get into this… Links: Upcoming events: https://unchartedvet.com/upcoming-events/ RETAIN YOUR TEAM: SPEAK THE LANGUAGES OF APPRECIATION IN YOUR WORKPLACE Have you ever given your team an extra weekend off, a holiday bonus, a pizza party, or a coffee run for a job well done and still heard rumors of dissatisfied team members? Have you wondered how anyone could not feel appreciated? You’re not alone! Practice owner Dr. Tracy Sands is going to teach you about the languages of appreciation and how they can help you motivate, train and retain your staff. Be the boss everyone wishes they had! Create the positive culture you want to work in! Join us on Saturday, May 21 from 2-4 PM ET/11 AM – 1 PM PT for $99 (FREE for Uncharted Members!) Members must still be registered to attend.

UVP 174 Do You Really NEED an online pharmacy? Apr 20, 2022

This week on the podcast, Stephanie Goss is joined by Jenn Galvin, Practice Manager/Practice Owner. Jenn is an Uncharted member with a passion for spreadsheets, inventory and home delivery and she was the first person I thought of to kick this topic around when I saw the letter we got in the mailbag. A manager of a corporate practice wrote in and asked about our take on encouragement from their corporate leadership to begin outsourcing a lot of product off their clinic shelves into their online pharmacy for home delivery. This is a lively one, let’s get into this… Links: Upcoming events: https://unchartedvet.com/upcoming-events/ https://www.aaha.org/globalassets/05-pet-health-resources/veterinary-ecommerce_2019_secure.pdf All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 173 I Don’t Like My Boss’ Style Apr 13, 2022

When your direct boss sucks the life out of you, what do you do? This week on the podcast, Dr. Andy Roark and Stephanie Goss are talking through a mailbag letter from a veterinarian who transitioned out of their old practice and into a new one. They love the team, the clients and the work. There is just one problem… the medical director has a polar opposite leadership style from our vet friend and it is sucking the life out of everything at work. Let’s get into this… Links: Upcoming events: https://unchartedvet.com/upcoming-events/ RETAIN YOUR TEAM: SPEAK THE LANGUAGES OF APPRECIATION IN YOUR WORKPLACE Have you ever given your team an extra weekend off, a holiday bonus, a pizza party, or a coffee run for a job well done and still heard rumors of dissatisfied team members? Have you wondered how anyone could not feel appreciated? You’re not alone! The truth is, there’s no single strategy to make your entire team feel appreciated and engaged. Each person has their own appreciation language, and most of them don’t have anything to do with gifts or food. You can be the leader of a happier, more satisfied team, and it starts with understanding how each person in your practice feels the most valued. Practice owner Dr. Tracy Sands is going to teach you about the languages of appreciation and how they can help you motivate, train and retain your staff. In this 2-hour, LIVE, interactive workshop you will learn how to: Recognize and speak each of these languages Find out the appreciation languages of each team member (and yourself!) Utilize at least 3 new ways to be sure that your employees understand what their value is to you Gain an added benefit for yourself: Feeling the appreciation of your team Be the boss everyone wishes they had! Create the positive culture you want to work in! Join us on Saturday, May 21 from 2-4 PM ET/11 AM – 1 PM PT for $99 (FREE for Uncharted Members!) Members must still be registered to attend. All Uncharted Veterinary Community Workshops are LIVE! You will be able to ask your instructor questions that help you address your practice’s unique problems. This will not be 2 hours of silent screen time. Gear up for interactive, fun learning!

UVP 172 I'm The Boss Now, Can We Still Be Friends? Apr 06, 2022

When you become the boss, can you still be friends with your team? This week on the podcast, Dr. Andy Roark and Stephanie Goss are talking through a mailbag letter signed “Another Lonely Manager”. This manager transitioned from being a tech to being the boss and they are struggling with two questions - Can you expect to continue to be friends with your co-workers when you are promoted and become their boss? And how do you deal with feeling like a lonely leader at work? Let’s get into this… Links: Upcoming events: https://unchartedvet.com/upcoming-events/ RETAIN YOUR TEAM: SPEAK THE LANGUAGES OF APPRECIATION IN YOUR WORKPLACE

UVP 171 The Entire World Is On Backorder Mar 30, 2022

This week on the podcast, Stephanie Goss is joined by Nicole Clausen of Veterinary Care Logistics. These days, it feels like the whole world is on backorder. Both Stephanie and Nicole are shocked and surprised regularly, at how many practices they talk to that have absolutely ZERO plan for what to do when things run out and aren’t available. In this episode, we are going to laugh, nerd out about inventory, practice management software and home delivery/online pharmacies. We are going to discuss what we can do in the moment when things run out (because even with the best systems in the world, humans happen). And best of all, we discuss what we can do to prepare for the future to minimize the impact of backorders on our patients, clients and teams. Let’s get into this… Links: Upcoming events: https://unchartedvet.com/upcoming-events/ It’s hard to tell you this but your meetings SUCK – literally, they suck up time, energy and resources from your team. If you feel trapped in the mundane meetings cycle then this workshop with veteran time-management expert Jamie Holms is for you. Leaders, it’s time to flip the cycle upside down and do away with the mandatory and unproductive meetings. Learn how to run successful meetings driven by your core values. Are you ready to know how you can spend less time in meetings but have more effective results? It’s as easy as putting on your PANTS! Join us on April 6 from 6-8 pm ET/3-5 pm PT for $99 (FREE for Uncharted Members!) Come recharge and get reinspired with your colleagues in beautiful sunny Greenville, South Carolina! Join us for our April Uncharted Veterinary Conference: Uncharted 2022 All Links: https://linktr.ee/UnchartedVet

UVP 170 (HOF) Making Staff Meetings Worth It Mar 23, 2022

This week on the podcast, Dr. Roark and Stephanie tackle an email from the mailbag. We received a note from a multi-site Medical Director who is feeling very frustrated with the way that their practice managers are running team meetings. Meetings happen once a month and seem to have become a two hour laundry list of things to lecture at the team about, sometimes the same topics over and over. Our medical director is wishing that the meetings would become something that the team not only wants to have but look forward to leading! Let’s get into this. Links: Upcoming events: https://unchartedvet.com/upcoming-events/ The Uncharted Conference in April is our flagship event. In celebration of 5 years serving the veterinary profession, we have shifted the focus of this conference inward. You’re not looking to grow your business outwardly – you’re looking for ways to build resiliency and reignite your love for your career. During this 3-day adventure in beautiful Greenville, South Carolina, you’ll be discussing topics like hiring for culture, creating the story that becomes your path, and building smoother, more simple ways to practice. This event is open to members only. Registration for this conference closes on April 1, 2022. DO NOT MISS OUT - Snag your spot today. https://unchartedvet.com/uvvc2021/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 169 The Struggle Of Modernizing An Older Practice Mar 16, 2022

This week on the podcast, Dr. Andy Roark and Stephanie Goss are talking through a question that came in through the mailbag from a friend and colleague of theirs. This DVM is thrilled to have purchased their own practice. They are making a shift from managing multiple locations with multiple DVMs at each practice into a much smaller, rural one DVM practice however and they are facing some challenges. The medicine, the facilities, the technology has all been in place for a quite awhile and our DVM friend has some big plans to kick it up a notch and shift things into the next gear. They are struggling with how to tackle the big changes that lie ahead. Let’s get into this… Links: Upcoming events: https://unchartedvet.com/upcoming-events/ More Than an EAP - Making Wellness Happen in Your Practice You keep on pushing through the long days, the burnout, working short-handed. You’re waiting for things to “calm down” before you work on your business instead of in it… but when does that end? What if it doesn’t? This mentality is not sustainable for you or anyone on your team. You’ve got to find a better way. Bret Canfield has worked with dozens of teams on finding sustainability in practice. In this brand new workshop, he is focusing on the benefit you have to know about and how to implement it – an Employee Assistance Program. If you think it’s out of reach, he’ll tell you to think again! He is going to talk through real, tangible solutions and tactics to build your days around wellness, rather than wellness around your day. Join us on March 24 from 2-4 pm ET/11-1 pm PT for $99 (FREE for Uncharted Members!) Do not miss out - Come join us in sunny Greenville, SC for our April Uncharted - It will be a homecoming event like no other as we celebrate our 5th year of April events in Greenville. In celebration of 5 years serving the veterinary profession, we have shifted the focus of this conference inward. You’re not looking to grow your business outwardly – you’re looking for ways to build resiliency and reignite your love for your career. During this 3-day adventure, you’ll be discussing topics like hiring for culture, creating the story that becomes your path, and building smoother, more simple ways to practice. This event is open to members only. Registration for this conference closes on April 1, 2022. DO NOT MISS OUT. For more information, click here.

UVP 168 The Team is Mad When I Won’t Cover For Them Mar 09, 2022

This week on the podcast, Dr. Andy Roark and Stephanie Goss are sharing a conversation they recently had with a group of managers who was struggling with something that feels familiar to us all at this point. These managers are short handed. And a lot of them came into their roll from the team side so they have the skills to fill in on the floor when needed. Their teams are really getting frustrated and/or angry with them when they refuse to cover gaps in the schedule in order to get their own jobs done including things like trying to hire, interview and payroll. It feels like the ultimate rock and a hard places conversation. Let’s get into this… Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Client Curation with Dr. Saye Clement - LAST CHANCE TO REGISTER Think of your favorite client. Think of how they brighten your day and how easy that interaction is, each and every time. Wouldn't it be amazing to have an entire day of favorite clients? Dr. Saye Clement is here to help you achieve that! Back by popular demand, this 2-hour workshop is going to help you take an important step toward happier days in veterinary practice. Clients who are a bad fit for your practice take up too much time and energy. You need tools to help you find your favorite clients among all of the potential ones out there. In this workshop you will: Incorporate a new method of client curation into how you already do business Cover talking points to get buy-in from the whole team Troubleshoot common pitfalls Find out exactly how to ask a client if they are a good fit (without offending them or wasting time!) Join us on March 13 from 12-2 pm ET/9-11 am PT for $99 (FREE for Uncharted Members!) More Than an EAP - Making Wellness Happen in Your Practice You keep on pushing through the long days, the burnout, working short-handed. You’re waiting for things to “calm down” before you work on your business instead of in it… but when does that end? What if it doesn’t? This mentality is not sustainable for you or anyone on your team. You’ve got to find a better way. Bret Canfield has worked with dozens of teams on finding sustainability in practice. In this brand new workshop, he is focusing on the benefit you have to know about and how to implement it – an Employee Assistance Program. If you think it’s out of reach, he’ll tell you to think again! He is going to talk through real, tangible solutions and tactics to build your days around wellness, rather than wellness around your day. Join us on March 24 from 2-4 pm ET/11-1 pm PT for $99 (FREE for Uncharted Members!) Come recharge and get reinspired with your colleagues in beautiful sunny Greenville, South Carolina! Join us for our April Uncharted Veterinary Conference: Uncharted 2022 All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 167 Can You Teach Someone How To Be A Team Player? Mar 02, 2022

This week on the podcast, Dr. Andy Roark and Stephanie Goss are walking through their take on a conversation that Stephanie recently had with a fellow manager. This manager reached out, at their wits end, asking “Please, tell me there is some sort of training/tools I can use because my team is struggling with acting like we are all team players! This every person unto themselves thing has GOT to stop.” We thought it would make a great podcast conversation to have with you all so let’s get into this… Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Client Curation with Dr. Saye Clement Think of your favorite client. Think of how they brighten your day and how easy that interaction is, each and every time. Wouldn't it be amazing to have an entire day of favorite clients? Dr. Saye Clement is here to help you achieve that! Back by popular demand, this 2-hour workshop is going to help you take an important step toward happier days in veterinary practice. Clients who are a bad fit for your practice take up too much time and energy. You need tools to help you find your favorite clients among all of the potential ones out there. In this workshop you will: Incorporate a new method of client curation into how you already do business Cover talking points to get buy-in from the whole team Troubleshoot common pitfalls Find out exactly how to ask a client if they are a good fit (without offending them or wasting time!) Join us on March 13 from 12-2 pm ET/9-11 am PT for $99 (FREE for Uncharted Members!) Come recharge and get reinspired with your colleagues in beautiful sunny Greenville, South Carolina! Join us for our April Uncharted Veterinary Conference: Uncharted 2022 All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 166 My Client Doesn't Believe In Science Feb 23, 2022

This week on the podcast, Dr. Andy Roark and Stephanie Goss are tackling a mailbag letter from Dr. The Earth Is Round. This veterinarian is frustrated with a few clients that do not seem to believe in science. Dr. The Earth Is Round is wondering “What do I do when they are angry about wearing a mask during a pandemic spike, don’t think vaccines actually work, and only want to do what is “natural” (like giving antlers to chew for dental health)? How do you talk to these people?” Let’s get into this… Links: Upcoming events: https://unchartedvet.com/upcoming-events/ TODAY FEB 16 IS YOUR LAST CHANCE TO REGISTER FOR THIS WORKSHOP - you are not going to want to miss this one! Whether responding to a bad review online, confronting misconceptions from Dr. Google, or de-escalating a frustrated client interaction, veterinarians need to be creative and adaptable to a variety of situations. This workshop will focus on group activities that will help participants creatively (and with a bit of humor) address common issues felt in practice. This approach will allow us to build empathy for other stakeholders in the veterinary practice relationship, generate new creative approaches to dealing with these challenges, and work on methods to break down barriers in teams that can paralyze progress. Get comfortable with another way to approach the dreaded “role playing” so you can confidently lead your team on creatively and interactively brainstorming what to say and how to say it in those uncomfortable or uncommon situations! https://unchartedvet.com/product/what-vet-med-can-learn-from-improv/ Come recharge and get reinspired with your colleagues in beautiful sunny Greenville, South Carolina! Join us for our April Uncharted Veterinary Conference: Uncharted 2022 All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 165 My Tech Takes Risks Feb 16, 2022

This week on the podcast, Dr. Andy Roark and Stephanie Goss are tackling a mailbag letter from a practice manager who is wondering how to handle an issue with a specific team member. This team member is a wonderful technician, who is generally well liked by the team. They seem to have one (little) habit that gets them into (sometimes BIG) trouble. They put themselves into situations sometimes that are unnecessarily risky - trying to do jugular blood draws by themselves, for example. The rest of the tech team has nicknamed this person “Cowboy” and while they can (sometimes) get things done super quickly, they have also been bit, scratched, exposed to zoonotic things - all unnecessarily in this manager’s opinion. The team has protocols in place that include having help so this manager is at a loss for how to address the situation, get this cowboy tech to slow down and be safe. Let’s get into this… Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Just a few seats left in this awesome class with Dr. Adam Little - you are not going to want to miss this one! Whether responding to a bad review online, confronting misconceptions from Dr. Google, or de-escalating a frustrated client interaction, veterinarians need to be creative and adaptable to a variety of situations. This workshop will focus on group activities that will help participants creatively (and with a bit of humor) address common issues felt in practice. This approach will allow us to build empathy for other stakeholders in the veterinary practice relationship, generate new creative approaches to dealing with these challenges, and work on methods to break down barriers in teams that can paralyze progress. Get comfortable with another way to approach the dreaded “role playing” so you can confidently lead your team on creatively and interactively brainstorming what to say and how to say it in those uncomfortable or uncommon situations! https://unchartedvet.com/product/what-vet-med-can-learn-from-improv/ Come recharge and get reinspired with your colleagues in beautiful sunny Greenville, South Carolina! Join us for our April Uncharted Veterinary Conference: Uncharted 2022 All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 164 It’s Finally Time to Fix The Gossip Culture Feb 09, 2022

This week on the podcast, Dr. Andy Roark and Stephanie Goss are tackling a challenge from a practice manager who has quite the challenge and an incredible opportunity on their hands. This manager previously had a practice owner who didn’t deal with any of the interpersonal conflicts, gossip or lack of communication skills on the team. Now they have moved on out of the picture and this manager is being supported by leadership to address the issues. They have been approaching the gossip and lack of direct communication in a fantastic coaching way. And it doesn’t seem to be getting much traction. They are wondering what to do next to stop having the same conversations over and over and get the team communicating with each other directly. Let’s get into this… Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Personal Branding w/Dr. Andy Roark: https://unchartedvet.com/personal-branding/ 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

UVP 163 - How Do I Keep Client Negativity from Impacting the Team? Feb 02, 2022

This week on the podcast, Dr. Andy Roark and Stephanie Goss are tackling a mailbag letter from a practice manager. The entire world is struggling these days with short tempers, disgruntled with life attitudes, frustrations shared publicly about things that weren’t always so public before. Everyone in veterinary medicine has been impacted by at least one grumpy or short tempered person since this pandemic began - Andy and Stephanie both certainly understood where this manager was coming from. Their question is - when the team handles frustrated people day after day - how do I keep the negativity from wearing on them? What protocols can this manager put in place to handle clients who are negative or angry to help shield the team from the emotional impact. Let’s get into this… Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Just a few seats left in this awesome class with Dr. Adam Little - you are not going to want to miss this one! Whether responding to a bad review online, confronting misconceptions from Dr. Google, or de-escalating a frustrated client interaction, veterinarians need to be creative and adaptable to a variety of situations. This workshop will focus on group activities that will help participants creatively (and with a bit of humor) address common issues felt in practice. This approach will allow us to build empathy for other stakeholders in the veterinary practice relationship, generate new creative approaches to dealing with these challenges, and work on methods to break down barriers in teams that can paralyze progress. Get comfortable with another way to approach the dreaded “role playing” so you can confidently lead your team on creatively and interactively brainstorming what to say and how to say it in those uncomfortable or uncommon situations! https://unchartedvet.com/product/what-vet-med-can-learn-from-improv/ 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

UVP 162 The Leadership Actions that Drive Culture Jan 26, 2022

This week, Dr. Andy Roark and Dr. Dave Nicol talk about Nicol’s co-authored research piece Leadership Actions and their Effects on Practice Culture. They discuss the importance of culture, why it is so rarely prioritized, what effect increasing corporatization is having on veterinary workplace culture, and which actions leaders take (or don’t take) that most directly impact clinic culture. LINKS: Leadership Actions and their Effects on Practice Culture: https://www.vetxinternational.com/new-study-reveals-link-between-specific-leadership-actions-and-veterinary-practice-culture/ VetX International: www.vetxinternational.com Dr. Dave Nicol on Twitter: twitter.com/drdavenicol ABOUT OUR GUEST: Dr Dave Nicol is a veterinarian with more than 20 years of experience in general practice and has held several leadership roles within practice and industry. He has written three books, most recently the best-selling, So You’re A Vet...Now What? – a manifesto on how to survive as a veterinarian after graduation. Dr Dave hosts The Veterinary Career Success Show, The Veterinary Business Success Show and Blunt Dissection podcasts which combined have been played more than 250,000 times. He founded VetX to help vets connect with their career and help practice owners create fantastic practices for the vets to work in. He speaks at conferences all over the world to speak about his favourite topic of leadership and generally cheerleading for the veterinary profession. In 2019 he was voted VMX Practice Manager Speaker of the Year. You can access all of his content (the vast majority of which is free) at https://vetxinternational.com

UVP 161 Is People Insurance the Problem with Pet Insurance? Jan 19, 2022

This week on the podcast, Dr. Andy Roark and Stephanie Goss are joined by Melissa Gutierrez, Senior Vice President and General Manager of Pets Best Insurance Services. We are super excited to talk with Melissa about an interesting question regarding pet health insurance, which is “Is people insurance the problem with pet health insurance?” Let’s get into this… Links: Upcoming events: https://unchartedvet.com/upcoming-events/ April 2022 - Registration is now open! In celebration of 5 years serving the veterinary profession, we have shifted the focus of this conference inward. You’re not looking to grow your business outwardly – you’re looking for ways to build resiliency and reignite your love for your career. During this 3-day adventure in beautiful Greenville, South Carolina, you’ll be discussing topics like hiring for culture, creating the story that becomes your path, and building smoother, more simple ways to practice. This event is open to members only. Registration for this conference closes on April 1, 2022. Register here All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 160 Balancing Act Jan 12, 2022

This week on the podcast, Dr. Andy Roark and Stephanie Goss are tackling a mailbag letter from a practice owner whose inquiring mind wants to know: how do I get my associate(s) to be more productive and still support work life balance? The ask by this practice owner is being influenced by the fact that they seem to produce more revenue in 3 days than an associate can produce in 4 days a week. The practice is growing and profitable and everyone is onboard with the idea of expanding their hospital footprint and this practice owner is feeling the weight of the world on their shoulders, financially speaking, and wanting to feel support from their associates in terms of increasing revenue, to help feel better about leaping into big financial investment in terms of renovation. Andy and Stephanie dive into their thoughts on these concerns and questions and talk about how they would approach the conversation and the action plan. Let’s get into this… Links: Upcoming events: https://unchartedvet.com/upcoming-events/ April 2022 - Registration is now open! In celebration of 5 years serving the veterinary profession, we have shifted the focus of this conference inward. You’re not looking to grow your business outwardly – you’re looking for ways to build resiliency and reignite your love for your career. During this 3-day adventure in beautiful Greenville, South Carolina, you’ll be discussing topics like hiring for culture, creating the story that becomes your path, and building smoother, more simple ways to practice. This event is open to members only. Registration for this conference closes on April 1, 2022. Register here All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 159 The Case For Cubex In The Short - Staffed Clinic Jan 10, 2022

This week, Dr. Andy Roark and Stephanie Goss have a bonus episode for you! We recently sat down with Joey Campagna, the head of Marketing and Business Development for Cubex. We wanted to talk with Joey because the hiring environment is so difficult and it seems like everyone is short-staffed. So in an effort to find solutions to help offload some tasks that might be automated, we’ve been talking a lot about CUBEX inventory management and the possibilities to leverage the system as sort of an inventory assistant - kind of a robot buddy. It helps the rest of the staff by handling a lot of the boring inventory stuff (controlled drugs logs, counting, ordering etc.), allowing them to get back to patient care. Let's get into this...

UVP 158 Can We Offer Flexibility? Jan 05, 2022

This week on the podcast, Dr. Andy Roark and Stephanie Goss are tackling a mailbag letter from a technician who is looking around at our field and wondering - How do we compete with other industries? In a time where more and more employees are looking for flexibility in their schedules, in their work environments, in their benefits and in their roles within companies, how does veterinary medicine redefine ourselves and shake up the status quo in a way that allows us to remain competitive and adaptable to change? Andy and Stephanie both agree that the possibilities seem endless and that the conversation must start with an open mind and a flexible headspace. Let’s get into this… Links: Upcoming events: https://unchartedvet.com/upcoming-events/ April 2022 - Registration is now open! In celebration of 5 years serving the veterinary profession, we have shifted the focus of this conference inward. You’re not looking to grow your business outwardly – you’re looking for ways to build resiliency and reignite your love for your career. During this 3-day adventure in beautiful Greenville, South Carolina, you’ll be discussing topics like hiring for culture, creating the story that becomes your path, and building smoother, more simple ways to practice. This event is open to members only. Registration for this conference closes on April 1, 2022. Register here All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 157 Between a Rock and a Hard Place Dec 29, 2021

This week on the podcast, Dr. Andy Roark and Stephanie Goss are weighing in on a recent conversation that Stephanie had with a fellow manager. This manager has a technician on their team who is excellent at their job, high skills and overall well liked by the team. However, it seems like they have a teeny, weensy little flaw in that they are one of the most pessimistic people that this manager has ever encountered. Most of the team shrugs it off as “This is just Kelly, being Kelly” and yet there are a few members of the team who really struggle with taking the pessimism personally. This manager feels stuck between a rock and a hard place in terms of conflict managing this situation, knows that they do not want to lose good people on either side of this apparent battle and was reaching out saying “Please help me!” Let’s get into this… Links: Upcoming events: https://unchartedvet.com/upcoming-events/ April 2022 - Registration is now open! In celebration of 5 years serving the veterinary profession, we have shifted the focus of this conference inward. You’re not looking to grow your business outwardly – you’re looking for ways to build resiliency and reignite your love for your career. During this 3-day adventure in beautiful Greenville, South Carolina, you’ll be discussing topics like hiring for culture, creating the story that becomes your path, and building smoother, more simple ways to practice. This event is open to members only. Registration for this conference closes on April 1, 2022. Register here All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 156 How Do I Know If This Place Is a Fit? Dec 22, 2021

This week on the podcast, Dr. Andy Roark and Stephanie Goss are tackling a mailbag letter from a soon to be veterinary technician. Our soon to be tech is about to begin their program externship experiences and is looking for a little guidance on how to choose a practice that feels like the right fit for them. They are asking themselves (and us) “How do I know if it’s a place I should stay away from?”. They shared that they have procedures/processes that feel ethically right and wrong to them to help guide the medicine they are looking for. And they want to know what kind of signposts they can use to help guide the “soft” stuff - whether people in the clinic actually like each other. Or whether they love or hate their jobs. How to tell a toxic environment from a good one and most importantly - how do I decide what feels like a good fit for me? Whether you are facing an externship or just looking for your next position, Dr. Roark and Stephanie share some of their favourite bits of perspective on interviewing as well as choosing a position. Let’s get into this… Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Personal Branding w/Dr. Andy Roark: https://unchartedvet.com/personal-branding/ 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

UVP 155 Making Staff Meetings Worth It Dec 15, 2021

This week on the podcast, Dr. Roark and Stephanie tackle an email from the mailbag. We received a note from a multi-site Medical Director who is feeling very frustrated with the way that their practice managers are running team meetings. Meetings happen once a month and seem to have become a two hour laundry list of things to lecture at the team about, sometimes the same topics over and over. Our medical director is wishing that the meetings would become something that the team not only wants to have but look forward to leading! Let’s get into this. Links: Upcoming events: https://unchartedvet.com/upcoming-events/ The Uncharted Conference in April is our flagship event. In celebration of 5 years serving the veterinary profession, we have shifted the focus of this conference inward. You’re not looking to grow your business outwardly – you’re looking for ways to build resiliency and reignite your love for your career. During this 3-day adventure in beautiful Greenville, South Carolina, you’ll be discussing topics like hiring for culture, creating the story that becomes your path, and building smoother, more simple ways to practice. This event is open to members only. Registration for this conference closes on April 1, 2022. DO NOT MISS OUT - Snag your spot today. https://unchartedvet.com/uvvc2021/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 154 Age Of Pet Insurance Dec 08, 2021

This week’s episode is brought to you, ad free, by our sponsor - Pets Best Pet Health Insurance. This week on the podcast, Dr. Roark and Stephanie have the pleasure of spending some time with their friend, Dr. Peter Weinstein. Our conversation takes a winding path through some timely and relevant topics in veterinary medicine - There is a lot of chatter about money right now in veterinary medicine, in a variety of contexts. We wanted to talk today about where we are when it comes to pet owners paying for services, how to get access to services for more clients and how we communicate with clients about pricing and any financial concerns they have. All of these things are tied to the level of care and service we provide to our patients. Let’s get into this...

UVP 153 It’s Not the End of the World Dec 01, 2021

This week on the podcast, Dr. Roark and Stephanie tackle a topic from the mailbag. We received an email from Dr. It’s Not the End of the World. They are struggling with a CSR on the team who seems to catastrophize everything. Every client they speak with seems to be upset about something and yet when the team jumps in to help, the clients seem to simply be in need of help with something. Dr. It’s Not The End of the World wants to know - Isn’t helping clients why we are here? And how do we help this person learn to empathize with clients and de-escalate the client's stress instead of adding their own anxiety to the situation? Let’s get into this... Links: Upcoming events: https://unchartedvet.com/upcoming-events/ LAST CHANCE TO REGISTER - DON’T MISS YOUR CHANCE TO LEARN HOW TO HAVE FUN AND PLAY WITH YOUR TEAM! You don’t want to miss this. Jenn Galvin, practice manager, practice owner and game playing aficionado, is leading a workshop on how to engage and have fun with our teams. In a time when clinics are struggling with turnover, burnout and disengagement, it is time to create a plan that will help you lean in to the individuals who make up your team and get some tools that can help you work on keeping them happy! Sunday Dec 12 from 4-6pm ET/1-3pm PT, Jenn will lead us in discussion and brainstorming on What employee engagement means for your individual practice Simple ways to measure engagement How to work through what to do with engagement results to create a response plan that matters Ideas for how to reward the team in ways that will result in a more happy and efficient team. $99 Registration fee (Free for Uncharted members) Register here: https://unchartedvet.com/product/its-all-fun-and-games/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 152 We Aren’t Broken (The Stories We Tell Ourselves Matter) Nov 24, 2021

This week on the podcast, Dr. Roark and Stephanie tackle a letter from the mailbag. We received a note from a veterinary technician who is feeling very frustrated with the language that our industry is using to describe ourselves and communicate the pain and frustration we are all experiencing, outwardly to the rest of the world. This technician feels like they see conversations happening where we vetmed people say “This is a field meant for broken people” and they disagree. Andy and I are in their camp and want to talk about it, so… Let’s get into this. Links: This episode contains discussion topics (mental health, suicide crisis) that may be triggering. If you or someone you know are struggling with mental health, there are ways for you to get help. National Suicide Hotline (United States) https://suicidepreventionlifeline.org/1-800-273-8255 International Suicide Hotlines (Outside US) https://www.psychologytoday.com/us/basics/suicide/suicide-prevention-hotlines-resources-worldwide Upcoming events: https://unchartedvet.com/upcoming-events/ Don’t miss an awesome new workshop coming in December. Jenn Galvin, practice manager, practice owner and game playing aficionado, is leading a workshop on how to engage and have fun with our teams. In a time when clinics are struggling with turnover, burnout and disengagement, it is time to create a plan that will help you lean in to the individuals who make up your team and get some tools that can help you work on keeping them happy! Sunday Dec 12 from 4-6pm ET/1-3pm PT, Jenn will lead us in discussion and brainstorming on What employee engagement means for your individual practice Simple ways to measure engagement How to work through what to do with engagement results to create a response plan that matters Ideas for how to reward the team in ways that will result in a more happy and efficient team. $99 Registration fee (Free for Uncharted members) Register here: https://unchartedvet.com/product/its-all-fun-and-games/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 151 Doctor Sensitive Can’t Take Criticism Nov 17, 2021

This week on the podcast, Dr. Roark and Stephanie tackle a letter from the mailbag. A practice owner wrote in, feeling very frustrated by an associate doctor on their team who is struggling significantly with self confidence and their belief in themselves as a good doctor. It seems like any time someone on the team asks questions about a patient’s care or double checks a drug dose or asks to look at x-rays and discuss what the doctor is seeing, Dr. Sensitive takes those as personal affronts and explodes in anger or tears. They feel like the team doesn’t trust them and doesn't act like they believe they are a good doctor. Our practice owner is wondering what to do since it feels like a lot of is being blown out of proportion and aren’t things they themselves would be fussed over. Let’s get into this... Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Don’t miss an awesome new workshop coming in December. Jenn Galvin, practice manager, practice owner and game playing aficionado, is leading a workshop on how to engage and have fun with our teams. In a time when clinics are struggling with turnover, burnout and disengagement, it is time to create a plan that will help you lean in to the individuals who make up your team and get some tools that can help you work on keeping them happy! Sunday Dec 12 from 4-6pm ET/1-3pm PT, Jenn will lead us in discussion and brainstorming on What employee engagement means for your individual practice Simple ways to measure engagement How to work through what to do with engagement results to create a response plan that matters Ideas for how to reward the team in ways that will result in a more happy and efficient team. $99 Registration fee (Free for Uncharted members) Register here: https://unchartedvet.com/product/its-all-fun-and-games/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 150 HOF When Bad Reviews Come On Sunday Nov 10, 2021

"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!"

UVP 149 Common Sense Problem Solving Isn’t Very Common Nov 03, 2021

This week on the podcast, Dr. Roark and Stephanie tackle a series of questions posed by a Practice Manager. The manager is wondering how to get the team to take accountability and problem solve BEFORE they panic. Let’s get into this... Links: Upcoming events: https://unchartedvet.com/upcoming-events/ LAST CHANCE TO REGISTER - This Sunday, Stephanie is leading a workshop on Communication - Communication Foundations - A Little Less (Ineffective) Conversation, A Lot More Action! You can find common ground with anyone, anywhere, at any time whether the communication is personal or professional, it just takes a strong foundation. We are going to nerd out and learn how to recognize the stories we make up in our heads and hear through the communication noise. We will also talk about how to take some of the stress and anxiety out of hard conversations with 8 key elements that you can take back to your practice to build a team filled with strong, effective communicators. November 7 from 4 – 6 PM ET | 1 – 3 PM PT Registration is $99 (Free for Uncharted Members). All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 148 HOF Where Do You Find New Hires?! Oct 27, 2021

HOF Episode 113 This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Practice Management Goddess Stephanie Goss go to the mailbag: “We are short staffed and getting shorter by the minute. Where do you find good people? We need to hire at least 1 person in every role. Our morale is at an all time low and people are burnt out. We need to save the ship before it goes down.” AND “Alrighty!! I’m in a pickle! I canNOT seem to get Veterinary Technician applicants. I have posted on Indeed, Facebook and LinkdIn. We are so short staffed and it’s starting to take its toll on everyone. How do I find a Vet Tech worth hiring?!” Let’s get into this episode! Links: Upcoming events: unchartedvet.com/upcoming-events/ All Links: linktr.ee/UnchartedVet

UVP 147 The Team is Acting Badly Oct 20, 2021

This week on the podcast, Dr. Roark and Stephanie tackle a topic they were discussing with a colleague recently. This colleague is in a position where they bought a practice a few years ago that came with a handful of toxic team members. Those people have self ejected or been weeded out and the team has been working in synergy for some time. However the last few months, the griping and the passive aggressive comments have snuck in. People are eye rolling at each other and biting each other's heads off over little things. This practice owner is feeling defeated and is also determined to get their positive culture back and hold the team accountable. Since everyone is involved, they are planning a team meeting to discuss. The practice owner wanted to know a few things about how best to set it up - they asked some great specific questions: Do I bring up specific examples of things people have done/have been doing? How hard do I come down on them for future incidents? How do I get them to correct their behavior and be accountable for their actions, without driving them out? Let’s get into this... Links: Upcoming events: https://unchartedvet.com/upcoming-events/ LAST CHANCE!!! Registration is closing TODAY (Oct 20, 2021) for the October Uncharted Veterinary Culture Conference. This is your absolute last chance to come join us and work intentionally on your practice instead of in it: https://unchartedvet.com/uvc-culture/ This is the workshop Stephanie was talking about: Communication Foundations - A Little Less (Ineffective) Conversation, A Lot More Action! You can find common ground with anyone, anywhere, at any time whether the communication is personal or professional, it just takes a strong foundation. We are going to nerd out and learn how to recognize the stories we make up in our heads and hear through the communication noise. We will also talk about how to take some of the stress and anxiety out of hard conversations with 8 key elements that you can take back to your practice to build a team filled with strong, effective communicators. November 7 from 4 – 6 PM ET | 1 – 3 PM PT Registration is $99 (Free for Uncharted Members). All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 146 Moving On Up (From Small GP to Big Hybrid Practice) Oct 13, 2021

This week on the podcast, Dr. Roark and Stephanie discuss a question that a colleague recently asked to get advice from their fellow leaders. Moving Up Manager asked for advice in making the transition from managing a small mom-and-pop GP practice that has long term clientele and lower prices to managing a brand new high-end, boutique ER/Specialty practice. They were looking for advice on how to handle the different types of client service issues that may be unique to each type of practice as well as general advice for making that kind of transition. When Andy and Stephanie started discussing the question, they quickly agreed that there are probably a lot more similarities than differences. Let’s get into this... Links: Upcoming events: https://unchartedvet.com/upcoming-events/ The October Uncharted Veterinary Culture Conference is ALMOST HERE!! Come join us and work intentionally on your practice instead of in it: https://unchartedvet.com/uvc-culture/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 145 Letting Go of the “I Am Giving My Notice” Guilt Oct 06, 2021

This week on the podcast, Dr. Roark and Stephanie tackle a topic from the mailbag. Dr. Fed Up writes in and asks for help with letting go of their guilt over giving their notice at their new practice. Dr. Fed Up was hired as a new grad and promised support and mentorship. Fast forward to the present where they are often working alone with no other DVM present in the building and tackling a full surgical caseload that they don’t feel confident tackling. Dr. Fed Up wants to quit and move on to something that would be a better fit for them but is struggling with 3 questions - How do I tell them why I am leaving, how much notice do I give and do I feel guilty that the leaders of this practice may have to close a location (temporarily or permanently) due to lack of DVMs? Let’s get into this... Links: Upcoming events: https://unchartedvet.com/upcoming-events/ The October Uncharted Veterinary Culture Conference is ALMOST HERE!! Come join us and work intentionally on your practice instead of in it: https://unchartedvet.com/uvc-culture/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 144 The Vet Who Won’t Go Home Sep 29, 2021

This week on the podcast, Dr. Roark and Stephanie tackle a topic they were discussing with a colleague recently. This colleague is in a position where they are managing an awesome veterinarian - they are providing solid, high quality care, the clients and team adore them and everything is pretty great. Except that this veterinarian seems to be at the clinic CONSTANTLY. They are working 3-4 hours after their shift has ended each day. They are not only making themselves available to their team, they are also actively communicating about cases and patients on their days off. They cannot seem to unplug from their patients/clients and leave work at work. Our colleague was expressing their serious concern for Dr. Works-A-Lot. They are worried about their mental and physical health and wellbeing. They are worried about and care for this vet. They do not want to see them burn out! They spoke to Dr. Works-A-Lot and it got very emotional. Dr. Works-A-Lot was very upset initially because they felt like they were doing the right thing for their patients and clients by making sure charts were detailed and complete, call backs were all made, they answered all the questions that needed to be answered etc. Dr. Works-A-Lot was seeing things through the lens of feeling criticism vs empathetic feedback about how work was impacting them and also how their decisions were impacting the team. Let’s get into this... Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Oct 9, 2021 from 3-5 pm Eastern time - Join founding UVC member, Dr. Tracy Sands for her powerful workshop called Empowering Your Team to Get Positive and Stay That Way! During this workshop, Dr. Sands will teach you some tools to help get your team to start thinking/acting on the bright side. In this workshop you will learn how to: ➡️ Use everyday tools and games that guide team members to focus on positive moments (without pretending everything is sunshine and rainbows). ➡️ Bounce back from negative situations in a constructive way. ➡️ Get your team to actively practice these skills. ➡️ Empower them to stay in that mindset! Registration is $99 to non-members and free to Uncharted Community members. SIGN UP HERE Registration is OPEN for our October Uncharted Veterinary Culture Conference! Come join us and work intentionally on your practice instead of in it: https://unchartedvet.com/uvc-culture/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 143 There is ALWAYS an Excuse (How to Teach Accountability) Sep 22, 2021

This week on the podcast, Dr. Roark and Stephanie tackle another topic from the mailbag. We received an email from a practice owner who is frustrated with a member of their team who always seems to have an excuse for their mistakes or breaking protocols. They asked Andy and Stephanie: “How do I help them self-reflect a little better and to take ownership of things rather than blame it on something or someone else?” Get ready for some serious discussion on how clear is kind. We will also cover the basics of how people are motivated when it comes to accountability. Ultimately, Andy and Stephanie agree that you can’t fix anyone, they have to fix themselves. We talk about the key to understanding what might motivate them to fix themselves and how to leverage that to create an environment that supports accountability. Let’s get into this... Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Oct 9, 2021 from 3-5 pm Eastern time - Join founding UVC member, Dr. Tracy Sands for her powerful workshop called Empowering Your Team to Get Positive and Stay That Way! During this workshop, Dr. Sands will teach you some tools to help get your team to start thinking/acting on the bright side. In this workshop you will learn how to: ➡️ Use everyday tools and games that guide team members to focus on positive moments (without pretending everything is sunshine and rainbows). ➡️ Bounce back from negative situations in a constructive way. ➡️ Get your team to actively practice these skills. ➡️ Empower them to stay in that mindset! Registration is $99 to non-members and free to Uncharted Community members. SIGN UP HERE Registration is OPEN for our October Uncharted Veterinary Culture Conference! Come join us and work intentionally on your practice instead of in it: https://unchartedvet.com/uvc-culture/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 142 Leveraging Relief Vets Sep 15, 2021

This week on the podcast, Dr. Roark and Stephanie tackle another topic from the mailbag. We got an email from a relief vet who was wondering how they can better support the practices they work at. They want to know how to prepare ahead of time and both ask the right questions of the practices they are working with and get the needed information from the practice to make sure that it is a good fit for them/their style! They want “practices to be relieved when I come, not feel relief when I leave”. Having done relief work, Andy has a lot of ideas and opinions to share and Stephanie gives some good ideas for questions the clinic should be asking, questions the relief vet should be asking and ideas for a plan pre/post relief vet experience. Let’s get into this... Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Sept 22, 2021 from 7pm - 9pm Eastern time - Join friend of Uncharted, Dr. Mary Ann Vande Linde for an awesome workshop called Team Power: Adding Value to Your Visits. During this workshop, Dr. Vande Linde will explore the idea that Veterinary Medicine is very much a team sport. So how do we get our growing teams and clients on the same page for quality of care in our age of constant change and information overload? This workshop starts with a case study of a clinic in crisis. Learn how to build your team foundation on core values linked to key behaviors and traits. Apply steps to engage the team and the client for care and communication utilizing value infused leadership. Learn to apply creative problem solving and metrics to evaluate culture and utilize team - coaching methods to grow engagement. Then we will explore steps to develop team trust and deliver consistent quality services for our clients and their pet family member every patient, every visit, every time. Registration is $99 to non-members and free to Uncharted Community members/ Registration is OPEN for our October Uncharted Veterinary Culture Conference! Come join us and work intentionally on your practice instead of in it: https://unchartedvet.com/uvc-culture/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 141 Related to the Boss Sep 08, 2021

This week on the podcast, Dr. Roark and Stephanie tackle a topic that we recently had the chance to talk through with someone at a workshop we hosted. An associate vet is in the process of buying in to their practice. They are super thrilled. But they feel like there might be an elephant in the room. The elephant is going to be named “Sam” and we find out that Sam is related to the office manager at the practice. Sam isn’t doing their job well - lots of mistakes and lack of ownership. They also don’t seem happy in their role. Our associate vet is wondering “Will I lose my office manager too, if I have to fire Sam? What do I possibly do when I have a team member who is not doing a great job but is related to one of the bosses?!” Andy and Stephanie will dive into headspace and then outline some action steps for how you might be able to handle this situation in your practice. Let’s get into this... Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Sept 22, 2021 from 7pm - 9pm Eastern time - Join friend of Uncharted, Dr. Mary Ann Vande Linde for an awesome workshop called Team Power: Adding Value to Your Visits. During this workshop, Dr. Vande Linde will explore the idea that Veterinary Medicine is very much a team sport. So how do we get our growing teams and clients on the same page for quality of care in our age of constant change and information overload? This workshop starts with a case study of a clinic in crisis. Learn how to build your team foundation on core values linked to key behaviors and traits. Apply steps to engage the team and the client for care and communication utilizing value infused leadership. Learn to apply creative problem solving and metrics to evaluate culture and utilize team - coaching methods to grow engagement. Then we will explore steps to develop team trust and deliver consistent quality services for our clients and their pet family member every patient, every visit, every time. Registration is $99 to non-members and free to Uncharted Community members/ Registration is OPEN for our October Uncharted Veterinary Culture Conference! Come join us and work intentionally on your practice instead of in it: https://unchartedvet.com/uvc-culture/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag .

UVP 140 There is a Monster in the Clinic Sep 01, 2021

This week on the podcast, Dr. Roark and Stephanie tackle another topic from the mailbag. We received an email from a new grad associate who has a problem. They love their clinic. They like the owner, the manager, the clients are fantastic and they really enjoy working with their team. Except there is a secret lurking in the shadows. This clinic has a tenured associate who sometimes turns from the very nice Dr. Jekyll into a loud, swearing, angry Dr. Negative Nancy Hyde. Our new grad has tried a lot of different things to try and cope with the situation and they are asking Andy and Stephanie for help with communication and with tackling the problem head on. We are going to tackle the idea that words matter and how we frame this with vocabulary from the start can dramatically impact the lens with which we view the problem. We will dive into headspace and the outline some action steps for how you might be able to handle this situation in your practice. Let’s get into this... Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Sept 22, 2021 from 7pm - 9pm Eastern time - Join friend of Uncharted, Dr. Mary Ann Vande Linde for an awesome workshop called Team Power: Adding Value to Your Visits. During this workshop, Dr. Vande Linde will explore the idea that Veterinary Medicine is very much a team sport. So how do we get our growing teams and clients on the same page for quality of care in our age of constant change and information overload? This workshop starts with a case study of a clinic in crisis. Learn how to build your team foundation on core values linked to key behaviors and traits. Apply steps to engage the team and the client for care and communication utilizing value infused leadership. Learn to apply creative problem solving and metrics to evaluate culture and utilize team - coaching methods to grow engagement. Then we will explore steps to develop team trust and deliver consistent quality services for our clients and their pet family member every patient, every visit, every time. Registration is $99 to non-members and free to Uncharted Community members/ Registration is OPEN for our October Uncharted Veterinary Culture Conference! Come join us and work intentionally on your practice instead of in it: https://unchartedvet.com/uvc-culture/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 139 When They Know We Won’t Fire Them Aug 25, 2021

This week on the podcast, Dr. Roark and Stephanie tackle another topic from the mailbag. Someone reached out and asked a very simple and yet very complicated question. What do we do when they know we won’t fire them? When we are short handed, desperately in need of bodies, they act atrociously and break all the rules because they don’t fear any consequences. What do we do? Let’s get into this... Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Sept 1, 2021 from 2-4pm Eastern time - Join UVC Podcast Co-Host and Practice Manager Stephanie Goss for an interactive workshop about team pay. She Works Hard For The Money… is designed to address some of the most common problems that a lot of clinics face when it comes to wages. Have you ever sat down to give someone a raise and realized you had no idea how they got to where they are, salary-wise? We will talk through some of the most common pitfalls that veterinary practices face when it comes to paying their teams, as well as discussing how to create a balanced budget that takes staff needs into account, how to consider and choose perks and benefits that fit your team and how to create a payscale system that puts your individual team members in control of how much they make and how fast they can change that. Registration is $99 to non-members and free to Uncharted Community members/ Registration is OPEN for our October Uncharted Veterinary Culture Conference! Come join us and work intentionally on your practice instead of in it: https://unchartedvet.com/uvc-culture/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 138 GP vs ER - When Did We All Become Enemies? Aug 18, 2021

UVP 138 GP vs ER - When Did We All Become Enemies? by Uncharted Veterinary Community

UVP 137: Sick of the Sick Days Aug 11, 2021

This week on the podcast, Dr. Roark and Stephanie tackle a topic from the mailbag. A practice manager wrote in and posed some great questions about sick days. They have a team member who is repeatedly calling out for very valid personal reasons. But this is nothing new for this person and the team is getting sick of it. (Not to mention the manager is sick of the headache that comes with finding coverage at the last minute.) Sick of the Sick Days asks Andy and Stephanie - How do you approach the conversation with the goal to help the team member minimize the days off yet keep it as a caring discussion and avoid judgement?? Let’s get into this... Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Last chance for an awesome workshop designed to help you tackle your unruly workflow in the practice!!! Uncharted Founding Member, Licensed Veterinary Technician and Practice Management consultant Senani Ratnayake is going to be offering up a phenomenal workshop for the public on Aug 14, 2021. Senani tackles a problem that is always present to a degree in our practices - workflow challenges. Some inefficiencies might feel normal to us because we've always done it that way and we don't even realize there might be a better way to move forward. This 4-hour workshop (approved for 4hrs RACE and CVPM credit) is here to help. Come dissect your hospital’s workflow with Senani Ratnayake, RVT so you can get out of the woods in 4 strategic steps. Then, talk through what it will take to get your team on board to lean into your strengths and address your weaknesses. Registration is OPEN for our October Uncharted Veterinary Culture Conference! Come join us and work intentionally on your practice instead of in it: https://unchartedvet.com/uvc-culture/ All Links: https://linktr.ee/UnchartedVet

UVP 136 R-E-S-P-E-C-T… Part Time Need It Too! Aug 04, 2021

This week on the podcast, Dr. Roark and Stephanie tackle a topic from the mailbag. A part time associate DVM has reached out to us and asked how they can go about gaining respect from the team when they aren’t there all the time. This particular associate is struggling with someone on the team who is a bit of a Queen Bee, however, Andy and Stephanie want to weigh in on the bigger picture questions about how do we build relationships, trust and connection with the team. But if you need some Queen Bee advice too, listen to episode number 107! Those are foundational blocks to building the respect that Part Timer so desperately wants and needs. Let’s get into this... Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Uncharted Founding Member, Licensed Veterinary Technician and Practice Management consultant Senani Ratnayake is going to be offering up a phenomenal workshop for the public on Aug 14, 2021. Senani tackles a problem that is always present to a degree in our practices - workflow challenges. Some inefficiencies might feel normal to us because we've always done it that way and we don't even realize there might be a better way to move forward. This 4-hour workshop (approved for 4hrs RACE and CVPM credit) is here to help. Come dissect your hospital’s workflow with Senani Ratnayake, RVT so you can get out of the woods in 4 strategic steps. Then, talk through what it will take to get your team on board to lean into your strengths and address your weaknesses. Registration is OPEN for our October Uncharted Veterinary Culture Conference! Come join us and work intentionally on your practice instead of in it: https://unchartedvet.com/uvc-culture/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 135 Team Building Is Fun… Do You Mean I Have to Pay Them Too? Jul 28, 2021

This week on the podcast, Dr. Roark and Stephanie tackle a topic from the mailbag. A fellow practice manager reached out to Stephanie asking about an upcoming team retreat they are planning. The team is going to get together offsite and they are closing the clinic down to work on team building and have a little fun. But some of the team has stated they don’t want to come if they aren’t going to get paid. Dr. Roark and Stephanie weigh in on how to get yourself in the right headspace to tackle this one as well as some advice on protecting yourself (keep it legal!), honoring your team’s time inside and outside of the clinical schedule and still getting to have some fun. Let’s get into this... Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Uncharted Founding Member, Licensed Veterinary Technician and Practice Management consultant Senani Ratnayake is going to be offering up a phenomenal workshop for the public on Aug 14, 2021. Senani tackles a problem that is always present to a degree in our practices - workflow challenges. Some inefficiencies might feel normal to us because we've always done it that way and we don't even realize there might be a better way to move forward. This 4-hour workshop (approved for 4hrs RACE and CVPM credit) is here to help. Come dissect your hospital’s workflow with Senani Ratnayake, RVT so you can get out of the woods in 4 strategic steps. Then, talk through what it will take to get your team on board to lean into your strengths and address your weaknesses. Registration is OPEN for our October Uncharted Veterinary Culture Conference! Come join us and work intentionally on your practice instead of in it: https://unchartedvet.com/uvc-culture/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 134: SHOW ME THE MONEY!!!! Jul 21, 2021

This week on the podcast, Dr. Roark and Stephanie are going to get up close and personal… about money. There has been a tidal wave of conversation online in recent weeks about veterinary medicine having turned away from the idea of a living wage for so long. After all, we are in for the animals and not the money, right? Time to change that image and thought process. Let’s start the discussion, shall we? Links: Upcoming events: https://unchartedvet.com/upcoming-events/ We have SO much good stuff coming at you guys in August. Check out the following workshops and if you haven’t secured your seat for the first ever Uncharted Culture conference, DO IT. We want to see you there and hear your voice in the conversation! Aug 14, 2021: The Secret Sauce to Optimizing Workflow The way we are doing things isn’t working. At least, not working well. Some inefficiencies might feel normal to us because we've always done it that way and we don't even realize there might be a better way to move forward. This 4-hour workshop (approved for 4hrs RACE and CVPM credit) is here to help. Dissect your hospital’s workflow with Senani Ratnayake, RVT so you can get out of the woods in 4 strategic steps. Then, talk through what it will take to get your team on board to lean into your strengths and address your weaknesses. This workshop will sell out! Register now and save your spot for $199 (free for Uncharted members)! August 18, 2021: 12 STEPS TO CRITICAL CONVERSATIONS “Can we talk?” These are words no one wants to hear or say. But, do they have to be? Effective communication is a vital tool for any veterinary professional, and just like with every other tool, preparation and practice improve outcomes. The Uncharted Critical Conversations Workshop, led by Dr. Andy Roark will help you to RELAX and know that you are ready to have the conversations you’ve been dreading. You will feel polished with a clear plan to make you successful, regardless of the conversation you are about to have. Leave behind the days of wishing away hard conversations and get ready to feel prepared. October Uncharted Veterinary Conference: https://unchartedvet.com/uvc-culture/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 133 Are Benefits Really Needed - Can’t I Just Pay Them? Jul 14, 2021

This week on the podcast, Dr. Andy Roark and veterinary practice manager Stephanie Goss weigh in on a great question from the mailbag. A practice manager asked “Our clinic has always paid good for our area, but we have never offered much in terms of benefits. I am losing great staff members because they can get retirement plans, more vacation time, better discounts, etc. at other practices in the area. What do you recommend I do (as a practice manager who can’t really put anything into place without the owner’s buy-in) to help show that we need to offer better benefits? How do you recommend a clinic add benefits to their employment package without breaking the bank? Stephanie and Andy talked through some of the most common benefits to consider during the episode. But Stephanie also promised to share some of the outside the box and/or ideas she loved that don’t break the bank with you guys! Here they are: Links: Upcoming events: https://unchartedvet.com/upcoming-events/ https://unchartedvet.com/product/the-secret-sauce-to-optimizing-workflow/ The Secret Sauce To Optimizing Workflow with Senani Ratnayake, RVT. The way we are doing things isn’t working. At least, not working well. Some inefficiencies might feel normal to us because we've always done it that way and we don't even realize there might be a better way to move forward. This 4-hour workshop is here to help. Dissect your hospital’s workflow with Senani Ratnayake, RVT so you can get out of the woods in 4 strategic steps. Then, talk through what it will take to get your team on board to lean into your strengths and address your weaknesses. All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 132 Minimum Wage is Rising - How Do I Compete? Jul 07, 2021

This week on the podcast, Dr. Andy Roark and veterinary practice manager Stephanie Goss wade into the wage discussion that is rapidly gaining traction in veterinary medicine. Minimum wage is quickly rising in places all over the country. Andy and Stephanie got a note from a friend who said: “I live in California, where the minimum wage is soon to be $15/hour. I saw a sign at our local McDonald’s on my way to work that said they were hiring at $15/hour with a $500 signing bonus… How do I possibly compete?” This episode covers a lot of ground worth considering: The discussion and pressure on wages are a good thing for veterinary medicine. We have needed to raise the wage base to a living wage for a long time. It will get messy. We will need to work together to figure out the answers. But this is a good thing for our practices in the long run. Can we raise wages without passing the entirety of the rise on to our clients? How in the heck do we stay within industry benchmarks when those were built on wages that were, in some locations, less than ½ of the new minimum wage? Minimum wage is going up but social security isn’t. What do we do about elderly clients or clients on fixed incomes? Is pet care only going to be easily accessible for the financially elite clients? Links: Upcoming events: https://unchartedvet.com/upcoming-events/ https://unchartedvet.com/product/the-secret-sauce-to-optimizing-workflow/ The Secret Sauce To Optimizing Workflow with Senani Ratnayake, RVT. The way we are doing things isn’t working. At least, not working well. Some inefficiencies might feel normal to us because we've always done it that way and we don't even realize there might be a better way to move forward. This 4-hour workshop is here to help. Dissect your hospital’s workflow with Senani Ratnayake, RVT so you can get out of the woods in 4 strategic steps. Then, talk through what it will take to get your team on board to lean into your strengths and address your weaknesses. All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 131 When and How Do We Take Care of The Team’s Pets??? Jun 30, 2021

This week on the podcast, Dr. Andy Roark and veterinary practice manager Stephanie Goss give their takes on a topic that deserves more attention - team member’s personal pets and the care we give them. The questions specifically asked were: How do we schedule team member’s pets for care - do we smush them in where we have time when they need it or do we take spots in the paying client schedule? Do we treat wellness/preventative care visits differently than we do when it's urgent/emergent? Should we treat it differently? Things to consider when discussing with your leadership team or considering your pet benefit scheduling: Are we treating our team like clients? A lot of us value patients like extended members of their families. Shouldn’t we be doing the same for our team member’s pets? What are some of the external benefits to have team members experience life as a client? And on the flip side, are there internal benefits and what are they? How do we balance providing care for team pets when we offer it as a discount? Do we give vets production? Do we have the team pay full price for certain circumstances? How do we help them realize their pet benefits don’t mean free pet care (or do they? Can they?) Links: Upcoming events: https://unchartedvet.com/upcoming-events/ The Secret Sauce To Optimizing Workflow with Senani Ratnayake, RVT. The way we are doing things isn’t working. At least, not working well. Some inefficiencies might feel normal to us because we've always done it that way and we don't even realize there might be a better way to move forward. This 4-hour workshop is here to help. Dissect your hospital’s workflow with Senani Ratnayake, RVT so you can get out of the woods in 4 strategic steps. Then, talk through what it will take to get your team on board to lean into your strengths and address your weaknesses. https://unchartedvet.com/product/the-secret-sauce-to-optimizing-workflow/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 130 There is No Going Back… What Is Our “New” Normal? Jun 17, 2021

On this week’s episode of the podcast, Dr. Andy Roark and Practice Manager Stephanie Goss are joined by Dr. Jennifer Quammen, the Chief Veterinary Officer from TeleVet (www.televet.com) and they are talking about a few of the things that we are actually excited to keep in our lives after curbside transitions into its next phase. A few of the things that we discuss are: -there is no point in going 'backwards to normal' -how do we continue 'moving forward' by incorporating all the lessons learned and efficiencies gained from the past year -What are the positives? New technology - We as a vet field have been WAY behind the curve with technology for a long time. COVID forced us to get with the current times in regards to the tech we are using with our clients. Things like texting, two way app chat platforms, checking in virtually etc. are all things that clients have professed great love for and we don’t see disappearing from view any time soon. New workflows (no HUGE stacks of charts!!!) More teamwork: We were short handed A LOT so we all learned different jobs we never had to do before. More prepared: taking histories ahead of time leads to more thorough histories because the DVM can zoom in on the things that are really important, concerning to the owner and/or concerning to them. Better behaving patients: they don’t pick up on parental anxieties so we are finding our patients are more calm, more often! Less “chefs” in the kitchen: when we had 3 people come in for an exam before, we had to sort through all the voices/concerns. Now we usually are dealing with 1 person on the phone or we can teleconference with people who we need in the exam room but previously wouldn’t have been able to be there (teenager brings in patient but mom is at work). Links: You guys!! We have HUGE exciting news for you. The team at Televet is giving our listeners a special bonus. Go check out the offer just for our podcast listeners at www.televet.com/uncharted Upcoming events: https://unchartedvet.com/upcoming-events/ Secret Sauce to Optimizing Workflow: August 14 12 Steps to Critical Conversations: August 18 All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 129 The Parents on the Team Want to Leave Early! Jun 16, 2021

This week on the podcast, Dr. Andy Roark and veterinary practice manager Stephanie Goss tackle a great question from a friend and fellow practice manager. The discussion tackles what do we do when people on the team ask to leave before their shift ends? In this particular instance, it was a team member who has children and was asking to leave early to take their kids to sports practice on a regular basis. But their shift normally goes 2-3 hours past when they want to leave. This manager was asking “how do we balance work needs and the wants/needs of the team when it comes to scheduling conflicts like this?” Links: Upcoming events: https://unchartedvet.com/upcoming-events/ The Secret Sauce To Optimizing Workflow with Senani Ratnayake, RVT. The way we are doing things isn’t working. At least, not working well. Some inefficiencies might feel normal to us because we've always done it that way and we don't even realize there might be a better way to move forward. This 4-hour workshop is here to help. Dissect your hospital’s workflow with Senani Ratnayake, RVT so you can get out of the woods in 4 strategic steps. Then, talk through what it will take to get your team on board to lean into your strengths and address your weaknesses. https://unchartedvet.com/product/the-secret-sauce-to-optimizing-workflow/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 128 When Clients Make You Uncomfortable Jun 09, 2021

This week on the podcast, Dr. Andy Roark and Stephanie Goss are into discussion about what to do when client behavior makes the team feel uncomfortable but hasn’t moved into “firing” territory. When a client gets flirty, uses pet names or other language that make the team feel uncomfortable, how do we make sure the team feels safe? A few of the things that we discuss are: When it comes to headspace, we need to remember that the client is not always right. We also need to remember that it is our duty as practice leaders to protect our team from harassment, regardless of who is doing the harassing. Action steps that all of us can take to build awareness regarding harassment with our teams: Teach your team to recognize inappropriate behaviors/language The first sign of inappropriate behavior: when someone’s actions or conversation makes someone else uncomfortable. People who are making inappropriate comments will first ‘test the waters’ by making inappropriate jokes or mild comments to gauge response. If the other person dismisses the comment, they will likely continue with the inappropriate conversation or actions. Inappropriate touch/conversation is anything that makes you uncomfortable! It doesn’t matter what anyone else thinks. An action or remark could be considered harassment if you direct the client to stop, but that direction is ignored. Have a complaint process that your team knows about so they know who to talk to and when. Investigate when a complaint is made. Safety in numbers - use a buddy system when in the building at night, leaving work after dark and when in exam rooms with a client who anyone is concerned about. Lights, camera, action: cameras in rooms! Cameras can save lives. Be aware of state and local laws regarding recording and ensure compliance with required notifications but having cameras in the room can allow for impartial investigation since someone can literally see/hear what actually happened. Panic buttons aren’t just for the ER! Consider panic buttons for your exam rooms. Provide bystander intervention training (if you see something, say something) Steps for your team to take: Tell the client to stop, that it is inappropriate and making them uncomfortable. Report behavior to manager. Management needs a plan for how to handle it and the team should know what that plan is. Manager should speak to the client and let them know that the behavior(s) won’t be tolerated and must stop. If they don’t, the consequences will be… Sometimes law enforcement is needed (visual cue for people). Make sure your team knows they are empowered to call the police if they do not feel safe! Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Skills in 90: Level Up Your Practice Photos https://unchartedvet.com/product/level-up-photos/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 127: Getting the Team to Raise Their Standards of Care Jun 02, 2021

On this week’s episode of the podcast, Dr. Andy Roark and Practice Manager Stephanie Goss tackle a topic from the mailbag. We received an email from Dr. Great Medicine Desired. When listening to a recent podcast episode about clients coming back in the building, there was a bit where you guys talked about the language being used when discussing services - making clients turn down good care, rather than offering it as an option and hoping they pick that choice. The practice that Dr. Good Medicine Desired purchased wasn’t exactly known for the most modern and/or high quality medicine and they asked us how to help change the conversation for their team when it comes to discussing medicine choices with clients. Discussion Points There are 3 main pieces to this discussion: -What to say and how to say it -How to get buy in from the team on raising the medical standard of care -How to Track It Getting Buy-In: You need Core Values and a Purpose Story Also may need to work through head, heart, and/or hands problems Embrace the idea that not all clients are right for your practice THE TEAM HATES ROLE PLAYING! Make them do it anyway. It is about reframing the discussion so they feel like they are role playing without having to get up and perform in front of the group. Andy and Stephanie discuss some options for how to frame this part so that the stakes are lower and buy-in easier. Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Last chance to sign up for Motivating People Who Don’t Want To Be Motivated! This brand-new program was created from a decade of working with practice leaders to motivate veterinary professionals in the trenches. The vast majority of “unmotivated people” are simply not understood or engaged with the messaging that is coming from their practice leaders. We can fix that. This workshop will teach you how. https://unchartedvet.com/motivating-people/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 126 Invasion of Privacy - When Clients Ask Your Vaccine Status May 26, 2021

On this week’s episode of the podcast, Dr. Andy Roark and Practice Manager Stephanie Goss tackle a topic that is being heard on repeat in the clinic these days - what do we do when clients ask the team “Are you vaccinated?” If you don’t want your team to have that deer in the headlights look, listen in to the discussion Andy and Stephanie have about not only what to say and how to say it but some cautionary thoughts for making sure you are protecting the privacy of your team. Discussion Points Please do not be caught off guard by this question. If it hasn’t happened yet, it will! Clients want to protect themselves AND this is a source of small talk as we all begin to re-enter the world and start sharing airspace again. Andy suggests the great idea to consider with your team - what if clients ask if you are vaccinated and on the flip side, what if they ask why DID you get vaccinated? Having these conversations with your team early and often will help them start to wrap their brains around both sides. Just because this is likely to become more common, doesn’t mean the invasion into their personal lives is right or acceptable. Your team needs to have a common approach that everyone can use, regardless of their personal stake in the situation and their personal opinions. They aren’t representing themselves, they are representing the business. Your team has a right to privacy. Clients don’t actually need the answer they are seeking when it comes to private medical information. You can help your team feel confident by giving them some language that feels comfortable. Two of Stephanie’s favourite suggestions shared by friends are: “We cannot disclose anyone’s individual vaccine status. We have team members who have just become eligible for vaccination and/or who aren’t medically cleared to be vaccinated yet. Even with 100% of the team vaccinated, we want you to know what we are doing in addition to vaccine access, to keep you and our team safe. Safety measures include…” “We are trying our best to make it as easy as possible for our team members to access the vaccine. However, their medical information is private, so I can't disclose anyone's vaccination status, including my own. I appreciate your respect for our privacy.” Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Last chance to sign up for New Grad Mentorship 2.0 with Dr. Lindsay Gallagher! Lindsay is going to use her experiences as a new grad and help you harness energy, excitement and formulate a plan to set your new grad up for success. https://unchartedvet.com/product/new-grad-mentorship/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 125: Bad Review Coming May 19, 2021

This week on the podcast, Andy and Stephanie dive into a repeat mailbag question - what do we do when someone is in their first 90 days and their “review” is coming due and it is looking not so great. We have received a handful of emails from people asking about how to handle giving feedback that things aren’t going as well as the hospital expects and how to handle moving forward beyond 90 days when you just aren’t loving someone’s performance. Some of the things that Stephanie and Andy discuss: The world is messy. Our job as leaders is to balance the needs of the business and the support of our team members. If we have gotten to 90 days and we are just now talking about performance issues, we aren’t really doing our jobs. This is a classic case of where we can set someone else up for failure! Know the law. Consulting with an employment lawyer before you decide how to proceed with probationary employment is super important. Even if you aren’t considering termination for someone, knowing what should be in your handbook policies and what your probationary period should look like from a policy perspective is super important! In veterinary medicine, we are often rushing from one thing to the next and we do not take the time to slow down and actually be in the moment. This is where we fail ourselves and our teams. Because giving feedback when it is actionable and someone can affect change in the immediate future is absolutely key. Focusing on something that someone already did and cannot change does nothing but make them feel guilty! Imagine if you were stacking a handful of things that happened in the past together and then sharing them with someone - that could feel super demoralizing and make someone immediately disengage. We talk through “the mention”, as Andy calls it, and how to effectively feed forward so that we are focusing on actionable change that someone can take to improve! Links: Upcoming events: https://unchartedvet.com/upcoming-events/ May 30: New Grad Mentorship 2.0 Dr. Lindsay Gallagher will guide you in creating a plan to help you support a recent grad veterinarian in your practice. Set your new grad up for success, learn the common new grad struggles and how to spot them early, and supercharge your mentorship skills so your new grad will learn faster, work smarter, and love you for it! All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 124 What is With the No-Shows? May 12, 2021

This week on the podcast, Andy and Stephanie dive into something that they have been hearing about from EVERYONE… an increasing number of late/no-show clients. There has been a lot of chatter in the Uncharted community about how to balance the team’s frustrations along with the impact that a late/no-show client has on the schedule with the business needs of keeping the schedule full and moving along. Some of the things that Stephanie and Andy discuss: Our clients are the reason for our work, not an interruption to it. We are in a customer service industry and if we don’t serve our clients, we won’t have a business model. However… The customer isn’t always right. It is okay to have boundaries with your clients. Your team and your clients need to understand what the boundaries are and how they will be held accountable. Hearing your “policy” for the first time when you are enforcing it (or a member of your front desk team is!) leaves a really bad taste in the mouth for a lot of clients. We need to communicate early and often with our clients to set expectations for the behaviors we want. Likewise, letting your team make it up on the fly when they are faced with the issue is equally a problem. You won’t get the same answer twice, your clients will be confused and so will the rest of the team when they all try to address the issue in slightly different ways. This is a fantastic discussion for a team meeting! Even better, they can discuss how they handle it when there are objections and learn best practices from each other. We can have empathy and still be clear about the abilities or needs of the practice. We need to focus with our teams on one of the fundamental rules of customer service - sharing what we CAN do for them! Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Effective Onboarding: May 19, 23 and 26, Stephanie Goss is going to be teaching some skills, best practices and options for leveraging technology to help onboard new team members and more importantly, introduce them to the practice culture from the start (hint: the start isn’t their first day) so that they are more likely to know who you and your team are and more likely to bond and be retained. Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag All Links: https://linktr.ee/UnchartedVet

UVP 123 Interview with Shawn Wilkie of Talkatoo May 06, 2021

This week on the Uncharted Podcast, Andy and Stephanie chat with Shawn Wilkie from Talkatoo.com. Talkatoo is a desktop dictation solution that augments your current workflow by using speech-to-text capability with specialized vocabularies. We talk to Shawn about how Talkatoo is different from some of the dictation software we have seen in the past. We also talk about how useful it can be for every member of the team in terms of making workflow more efficient and effective, which is something all of us can get excited about. Stephanie and Shawn get a little nerdy about artificial intelligence (A.I.) and how the brain of Talkatoo software is constantly learning and improving both in terms of language specific to veterinary medicine as well as various accents and language challenges that users throw at it! If you have doctors who have massive piles of charts waiting to be written up for days, if you have team members who are scribbling notes to themselves and having to type them later, if you have CSRs who want to make phone call notes go light years faster - check this episode out! You don’t want to miss this. Links: Upcoming events: https://unchartedvet.com/upcoming-events/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 122: My Partner is Burning Out… And I Feel Guilty Apr 28, 2021

This week on the Uncharted Veterinary Podcast, Andy and Stephanie tackle another one from the mailbag! We had an email from a veterinarian who co-owns a practice with their partner (who is also a veterinarian). The dream of owning a practice belongs to only one of them and this vet is wondering how to continue pursuing their dream without making their spouse suffer. Because their partner is burnt out and not happy. Things to consider: We can’t feel guilty for not knowing the future. All we can do is be honest about our needs and desires, and to listen to our partner about theirs. According to the National Federation of Independent Businesses, 43 percent of small businesses are family businesses with 53 percent of managers in these businesses are identifying a spouse as the family member who is sharing day-to-day management. Depression is one of the most common mental health disorders in the United States.1 Although the cause is not known, research suggests that depression develops from a combination of physiologic, genetic, environmental, and biologic factors. (Depression. National Institute of Mental Health, National Institutes of Health, U.S. Department of Health and Human Services. nimh.nih.gov/health/topics/depression/index.shtml. Accessed May 2016.) We need to normalize talking about mental health and depression in the veterinary field. Sometimes being unhappy in practice causes depression. Sometimes depression causes being unhappy in practice. Enrolling a professional (counselor) will allow you both to zoom out a little and try and figure out root cause(s). You can’t “fix” your partner. You can support, but ultimately he or she will have to steer this effort. You can’t “guess their needs” to success - they have to be willing to participate. When someone hits the point of being truly depressed, it’s time for clinical intervention. Let's get into this episode! Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Effective Onboarding with Stephanie Goss: https://unchartedvet.com/effective-onboarding/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag

UVP 121 Speed Round: Manage or Lead and Negative Reviews Apr 21, 2021

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

UVP 120: My Technician Smells Like Weed Apr 14, 2021

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

UVP 119: Clients Are Getting Vaccinated...Why Can't They Come In? Apr 07, 2021

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: 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

UVP 118: When Techs Give Notice… and Then Turn Bad Mar 31, 2021

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 https://unchartedvet.com/uvvc2021/ Upcoming events: https://unchartedvet.com/upcoming-events/ All Links: https://linktr.ee/UnchartedVet Got a question for the mailbag? Submit it here: unchartedvet.com/mailbag Edited by: Dustin Bays linktr.ee/BaysBrass @Bays4Bays Twitter/Instagram

UVP 117: Getting the Veterinary Team Vaccinated Against COVID (Or Not) Mar 24, 2021

This week, Dr. Andy Roark and practice management Goddess Stephanie Goss discuss the looming question of how to get your staff and doctors on board with being vaccinated against COVID-19. In a world where employers can legally require vaccination, is it as simple as just telling your staff vaccines are required? Let’s get into this episode…. 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

UVP 116: Dragging Our Feet To Hire New People Mar 17, 2021

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Practice Management Goddess Stephanie Goss go to the mailbag! It's time to hire and we should be excited to add to our talented team. In all honesty, we are dragging our feet, our team culture seems strong until we bring in a new hire. The bulk of our team has been working together for 5 or more years. We have our hiccups as any team does, but feel that overall we have a good culture, lots of laughter, and comradery. We have discussed why we need to hire, but it feels as though the team is reluctant every time we do. When we do have a successful hire, they tend to be more introverted, the outspoken individuals seem to get less support from the team. Is it possible that the team feels challenged or maybe even insecure by confident new team members? We want to convey that adding new hires is a positive thing. How do we get everyone to want our new hires to succeed? How can we help the new hires feel less like outsiders? Let’s get into this episode! Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Personal Branding w/Dr. Andy Roark: https://unchartedvet.com/personal-branding/ 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 Edited by: Dustin Bays linktr.ee/BaysBrass @Bays4Bays Twitter/Instagram

UVP 115 The Staff Forgets Their Jobs Mar 10, 2021

This week, on the Uncharted Veterinary Podcast, Dr. Andy Roark and Practice Management Goddess Stephanie Goss tackle the question “What do you do when everyone on your team just stops following through and doing what they are supposed to do? Is it time to micro-manage these people?” Let’s get into this episode! Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Personal Branding w/Dr. Andy Roark: https://unchartedvet.com/personal-branding/ 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

UVP 114 When the Boss is Judging Clients Mar 03, 2021

This week, on the Uncharted Veterinary Podcast, Dr. Andy Roark and Practice Management Goddess Stephanie Goss go to the mail bag to answer the question: “What do you do when your DVM (practice owner) is the one who is judging clients? As the manager, I want to set the expectation that negative client talk is not okay. But what do I do when the practice owner is the one who does it? And in front of the team? How can I possibly hold them accountable when the PO doesn't follow the rules?” - Non-judgmental Practice Manager Let’s get into this episode!! Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Personal Branding w/Dr. Andy Roark: https://unchartedvet.com/personal-branding/ 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

UVP 113 Where Do You Find New Hires?! Feb 24, 2021

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Practice Management Goddess Stephanie Goss go to the mailbag: “We are short staffed and getting shorter by the minute. Where do you find good people? We need to hire at least 1 person in every role. Our morale is at an all time low and people are burnt out. We need to save the ship before it goes down.” AND “Alrighty!! I’m in a pickle! I canNOT seem to get Veterinary Technician applicants. I have posted on Indeed, Facebook and LinkdIn. We are so short staffed and it’s starting to take its toll on everyone. How do I find a Vet Tech worth hiring?!” Let’s get into this episode! Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Personal Branding w/Dr. Andy Roark: https://unchartedvet.com/personal-branding/ April Uncharted Veterinary Conference: https://unchartedvet.com/uvvc2021/ All Links: https://linktr.ee/UnchartedVet Editor: Dustin Bays linktr.ee/BaysBrass @Bays4Bays Twitter/Instagram

UVP 112 There’s a Clique in My Practice… And I’m In It! Feb 17, 2021

This week, Dr. Andy Roark and Practice Management Goddess Stephanie Goss dive into the mailbag: “There seems to be a gathering "clique" problem on our team. To be honest, I've seen it forming/happening but to be really really honest, I haven't acted soon enough or swiftly because it involves me. There are three assistants, the newest associate vet, and myself who have more and more solidified one another as fast friends and at times will socialize outside of the clinic. I generally did not see our friendship as disruptive or outside of appropriate until in the past month two different team members have stated that they have concerns about a clique issue. I'm beyond mortified to have anyone feel excluded or "other" in a way that concerns them at work. That being said, I'm having a hard time seeing what behaviors are bothersome because I don't think, as objectively as I can be, that we're being catty or toxic or gossipy or Mean Girls like, other than always wearing pink on Wednesdays (ok jk just had to throw that in there)” Let’s get into this episode! Editor: Dustin Bays dustin.bays@baysbrass.com @Bays4Bays Twitter/Instagram Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Personal Branding w/Dr. Andy Roark: https://unchartedvet.com/personal-branding/ April Uncharted Veterinary Conference: https://unchartedvet.com/uvvc2021/ All Links: https://linktr.ee/UnchartedVet

UVP 111 And I Took that Personally Feb 10, 2021

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Practice Management Goddess Stephanie Goss talk about a trend that seems to be on the rise today: Managers and practice leaders taking requests from the staff REALLY personally. It’s easy to see how this happens, but gang… it’s not helpful or healthy. How do we avoid this headache (and heartache)?? Let’s get into this episode! Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Register for Practice Managers Summit 2/11-2/13: https://unchartedvet.com/uncharted-practice-manager-summit/ Instant Team Buy-In: https://unchartedvet.com/lean-board/ Personal Branding w/Dr. Andy Roark: https://unchartedvet.com/personal-branding/ Editor: Dustin Bays dustin.bays@baysbrass.com @Bays4Bays Twitter/Instagram

UVP 110: Front Desk as “Other” Feb 03, 2021

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and practice management goddess Stephanie 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! Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Register for Practice Managers Summit: https://unchartedvet.com/uncharted-practice-manager-summit/ Instant Team Buy-In Course: https://unchartedvet.com/lean-board/ Editor: Dustin Bays dustin.bays@baysbrass.com @Bays4Bays Twitter/Instagram

UVP 109: Asking For A Raise Jan 27, 2021

When an overworked, underpaid technician writes in to ask how to ask for a raise, Dr. Roark and Stephanie Goss lay down their absolute best advice. If you've ever thought about asking for a raise this episode is for you! Links: Register for Practice Managers Summit: https://unchartedvet.com/uncharted-practice-manager-summit/ Instant Buy In Course: https://unchartedvet.com/lean-board/ Upcoming events: https://unchartedvet.com/upcoming-events/ Editor: Dustin Bays dustin.bays@baysbrass.com @Bays4Bays Twitter/Instagram

UVP 108: The Staff is Turning Against the Clients! Jan 20, 2021

Clients are carrying a ton of stress these days, and as a group they seem more challenging than ever before. 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! Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Register for Practice Managers Summit: https://unchartedvet.com/uncharted-practice-manager-summit/ Instant Buy In LEAN Course: https://unchartedvet.com/lean-board/ Editor: Dustin Bays dustin.bays@baysbrass.com @Bays4Bays Twitter/Instagram

UVP 107: The Queen Bee Case Thief Jan 13, 2021

What do you do when one doctor 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 vet who got hired? Well…. We’re going to tell you! Let’s get into it. Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Register for our Inventory Management Course: https://unchartedvet.com/inventory-2021/ Register for Practice Managers Summit: https://unchartedvet.com/uncharted-practice-manager-summit/ Editor: Dustin Bays dustin.bays@baysbrass.com @Bays4Bays Twitter/Instagram

UVP 106: M.I. Bonkers: Is the New Hire Out of Touch… Or Am I? Jan 06, 2021

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. Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Editor: Dustin Bays dustin.bays@baysbrass.com @Bays4Bays Twitter/Instagram

UVP 105: The Team Doesn’t Understand Change is Slow Dec 30, 2020

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. This week on the Uncharted Veterinary Podcast, we break down how to approach “quiet change” and how to get your team to be patient while you work through it. Let’s get into this episode! Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Editor: Dustin Bays dustin.bays@baysbrass.com @Bays4Bays Twitter/Instagram

UVP 104: 2020: The Year of the Three-Legged Cat Dec 23, 2020

2020: The Year of the Three-Legged Cat This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss discuss 2020 and what it means for veterinary medicine going forward. Links: Upcoming events: https://unchartedvet.com/upcoming-events/ Editor: Dustin Bays www.baysbrass.com @Bays4Bays Twitter/Instagram

UVP 103: Five Phrases for a Happier Practice Dec 16, 2020

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: https://drandyroark.com/five-little-words-for-a-happier-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

UVP 102: How to Not Take Angry Clients Personally Dec 09, 2020

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: https://unchartedvet.com/upcoming-events/ Editor: Dustin Bays www.baysbrass.com @Bays4Bays Twitter/Instagram

UVP 101: COVID FOR CHRISTMAS Dec 02, 2020

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: https://unchartedvet.com/upcoming-events/ Uncharted Swag: https://unchartedvet.com/swag Editor: Dustin Bays www.baysbrass.com @Bays4Bays Twitter/Instagram

UVP 100: When Bad Reviews Come on Sunday Nov 25, 2020

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: https://unchartedvet.com/product/marketing-2021/ Uncharted Swag: https://unchartedvet.com/swag Editor: Dustin Bays www.baysbrass.com @Bays4Bays Twitter/Instagram

UVP 099: Speed Round: Money & Hip Hop Nov 18, 2020

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

UVP 098: Rapid Change Management Nov 10, 2020

Dr. Roark and Stephanie "Ch-ch-ch-ch-changes" Goss break down how to coach your team through a changing practice in a changing world.... with as few tears as possible. Helpful Links: Team Communication Workshop (this weekend 11/14-11/15): https://unchartedvet.com/product/team-communication/ Uncharted Upcoming Events: https://unchartedvet.com/upcoming-events/ Charming the Angry Client Workshop 11/18: https://drandyroark.com/angry-clients/ Editor: Dustin Bays www.baysbrass.com @Bays4Bays Twitter/Instagram

UVP 097: Wellness Plans Nov 04, 2020

This week on the Uncharted Podcast Dr. Roark, Stephanie Goss, and special guest Bob Richardson, president of VCP dig into the myths about wellness plans for pets. This episode is sponsored and made possible by VCP. Now more than ever, pet owners need help budgeting for pet care and treatment. VCP helps you connect with clients to offer the best care possible. VCP, the leader in preventive care plans, also enables practices to offer chronic disease plans to help even more pets. VCP's primary goal is to enable care through affordable monthly payment programs that build client loyalty and improve pet health — all while supporting a healthy practice. Learn more about today’s episode sponsor by visiting VCP.vet Helpful Links: VCP: https://www.vcp.vet/ 5 Myths About Wellness Plans: https://www.vcp.vet/the-truth-about-wellness-plans-five-myths-dispelled/ Uncharted Upcoming Events: https://unchartedvet.com/upcoming-events/ Charming the Angry Client Workshop: https://drandyroark.com/angry-clients/ About Our Guest: Bob Richardson, president of VCP, has more than 30 years of senior-level experience with technology and services, specializing in billing, membership and analytic solutions. For the past nine years, he has focused on the veterinary industry. Bob has collaborated with veterinarians and leading experts to innovate wellness plan programs and membership clubs — combining people, processes and technology to craft a solution that's now considered the preeminent platform for implementing a successful wellness plan program. Widely regarded as a Business of Wellness™ expert, Bob concentrates on the business strategy for wellness plan programs, including pricing, wellness analytics, marketing, compliance and long-term program growth.

UVP 096 Making Saturdays in the Clinic Fun Oct 28, 2020

Dr. Roark and Stephanie have a great question from the mailbag. "Can we make Saturdays in the clinic fun?" Let's get into it! HELPFUL LINKS: www.unchartedvet.com/upcoming

UVP 095 The Phones DO. NOT. STOP. Oct 21, 2020

Dr. Andy Roark and Stephanie Goss dig into what to do when you're doing it all right, but the front desk is still overwhelmed! Let's get into it! HELPFUL LINKS: https://www.guardianvets.com/ https://www.unchartedvet.com/upcoming UPCOMING EVENTS: If you like this episode, you've got to check out Dr. Roark's new Workshop on Team Buy In! Head over to https://unchartedvet.com/team-buy-in/ to learn more. Want to do something for your technicians! Register them for the upcoming Cat Handling course with Dr. Roark and Ingrid Johnson. Head over to https://drandyroark.com/product/medicating-cats-positively/ to find out more! ABOUT OUR GUESTS: GuardianVets provides live, virtual support to practices so veterinary professionals can find work-life balance while enhancing client and patient care. Visit guardianvets.com/ for a consultation. Katherine Donahue D.V.M. | Veterinary Medical Director @GuardianVets Jim Poissant | Director of Business Development @GuardianVets

UVP 094 NEW RESEARCH - What Really Keeps Techs Engaged & Satisfied Oct 14, 2020

This week on UVP Dr. Andy Roark and David Liss, RVT VTS (ECC, SAIM) discuss new research about what really keeps technicians engaged! If you like this episode, you've got to check out Dr. Roark's new Workshop on Team Buy In! Head over to https://unchartedvet.com/team-buy-in/ to learn more. Want to do something for your technicians! Register them for the upcoming Cat Handling course with Dr. Roark and Ingrid Johnson. Head over to https://drandyroark.com/product/medicating-cats-positively/ to find out more!

UVP 093: Million Dollar Technician (HOF) Oct 07, 2020

This week Dr. Andy Roark and Stephanie Goss are off at the (virtual) GSD conference, so we're bringing you a Hall of Fame episode to honor technician appreciation week next week. Let's get into it!

UVP 092: GSD Online Conference Next Week! Sep 30, 2020

On this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss break down what you can expect at the GSD online conference October 7th - 10th and explain why it is unlike anything else in veterinary medicine. Get registered NOW at www.unchartedvet.com

UVP 091: How Do I Protect the Staff from Toxic Bosses? Sep 23, 2020

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Practice Management Sensei Stephanie Goss go to the mail bag to tackle a practice that needs to be tackled in a bad way. This place is toxic! Can our writer protect others from the toxicity???? Find out!! The GSD Conference is 2 weeks away!!! Get your spot at www.UnchartedVet.com!!!

UVP 090: Death of Dentistry - When Clients Don't See the Value Sep 16, 2020

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss break down how to get YOUR team to show clients the value of dentistry. They'll walk you through how to engage your team, generate the ideas that will fit with your clinic, and get your staff to feel ownership of the entire program. Let's get into this!! If you like this episode, you'll love our GSD conference! Head over to www.Unchartedvet.com to learn more.

UVP 089: Keeping Morale Up During COVID-19 (HOF) Sep 09, 2020

One of our HALL OF FAME Episodes! This week on Uncharted, we're talking about how to keep veterinary staff morale up during these daunting times.

UVP 088: Is It Time to Quit My Dream Job? Sep 02, 2020

This week on the Uncharted Veterinary Podcast... What do you do when you're a new grad who was promised that you'd get to work with other doctors and now you're working solo? This isn't what you signed up for... but is it time to call it quits? Let's get into this! Don't Miss the Get Sh*t Done Conference online!!! www.UnchartedVet.com

UVP 087: When the Staff Stands Around Aug 26, 2020

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss go to the mailbag to answer a question about what can be done when the staff is just hanging out. Let's get into this episode!

UVP 086: Start of School Survival Guide Aug 19, 2020

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss discuss the looming disaster that is the school year 2020. Have you talked to your boss/team about what's going to happen yet? Workshop TONIGHT: Finding Your Voice - https://unchartedvet.com/finding-your-voice/ GSD Conference: https://unchartedvet.com/gsd-2020/

UVP 085: HOF Why Are You So Special? Aug 12, 2020

Learn To Speak To Groups From Dr. Andy Roark! NEW WORKSHOP AUGUST 19th. Learn more: https://unchartedvet.com/finding-your-voice/ Is your vet practice special? Is it really? Why would anyone come to your clinic instead of the 4 others ones that are within 5 miles of you? That's what we're getting into on this episode. We're going to talk about WHY your practice is special, what differentiates you, what your brand is, what makes you stand out, AND how to get your staff to buy into that uniqueness so it shines for the world to see.

UVP 084: HOF Schedule Your Way Out of Mayhem Aug 05, 2020

HALL OF FAME EPISODE! This episode is one of our all-time most popular sessions. Originally published in August 2019, it's a nice reminder of normal and SUPER useful. WORKSHOP ALERT!! Finding Your Voice: Speaking Persuasively to Groups Learn more here: https://unchartedvet.com/finding-your-voice/

UVP 083: Staff Divided on COVID Jul 29, 2020

NEW EFFICIENCY WORKSHOP - Wednesday August 5th Learn more at: https://unchartedvet.com/smarter-simpler-faster-efficiency-in-the-summer-of-covid/ This week on the Uncharted Veterinary Podcast.... "Help! Half of my team thinks COVID is no big deal. One person even thinks it's a hoax. The other half of the staff is really concerned. What do I do?" Dr. Andy Roark and Stephanie Goss break down the division across veterinary practices and talk about management options.

UVP 082: Summer + Covid Overwhelm Jul 22, 2020

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss talk about the hard truths of the COVID Summer, and the three things practices can do to adjust to the new reality. We are supported by VitusVet! VitusVet is on a mission to help front desk heroes with easy to use technology that reduces phone calls by 70% while boosting revenue. You’ll have more time to do what you love best - help clients and heal pets. The platform includes unlimited 2-way text and picture messaging, digital service and refill reminders, appointment scheduling, a branded practice app, monthly payment plans for clients and checkout tablets that work anywhere. It’s all included and integrates with most PIMS. Uncharted Listeners get 2 months free. Learn more at vitusvet.com/uncharted

UVP 081: Help! I'm Being Micromanaged! Jul 15, 2020

WORKSHOP ALERT: Make Practice Faster, Easier, and Less Stressful! Learn more: https://unchartedvet.com/work-smarter-not-harder-interactive-workshop/ This week on the Uncharted Vet Podcast: Dr. Andy Roark and Stephanie Goss go to the mail bag to help a technician who can't do anything without the doctor "fixing" it. What do you do when you work under a micromanager??? Let's get into this episode. We are supported by VitusVet! VitusVet is on a mission to help front desk heroes with easy to use technology that reduces phone calls by 70% while boosting revenue. You’ll have more time to do what you love best - help clients and heal pets. The platform includes unlimited 2-way text and picture messaging, digital service and refill reminders, appointment scheduling, a branded practice app, monthly payment plans for clients and checkout tablets that work anywhere. It’s all included and integrates with most PIMS. Uncharted Listeners get 2 months free. Learn more at vitusvet.com/uncharted

UVP 080: How NOT to Promote from Within Jul 08, 2020

WORKSHOP ALERT: Make Practice Faster, Easier, and Less Stressful! Learn more: https://unchartedvet.com/work-smarter-not-harder-interactive-workshop/ This week on the Uncharted Vet Podcast: Dr. Andy Roark and Stephanie Goss go to the mail bag to help a new head technician who just got promoted. Let's get into this episode!! We are supported by VitusVet! VitusVet is on a mission to help front desk heroes with easy to use technology that reduces phone calls by 70% while boosting revenue. You’ll have more time to do what you love best - help clients and heal pets. The platform includes unlimited 2-way text and picture messaging, digital service and refill reminders, appointment scheduling, a branded practice app, monthly payment plans for clients and checkout tablets that work anywhere. It’s all included and integrates with most PIMS. Uncharted Listeners get 2 months free. Learn more at vitusvet.com/uncharted We are supported by Merchant Cost Consulting! Do you think your business might be overpaying to accept credit cards? Are you confused reading your credit card processing statements? You aren’t alone.. Merchant Cost Consulting has the ability to reduce your credit card processing fees without switching your current payment processor, bank, or practice management software you currently use. Example - if you are currently using Covetrus who integrates with WorldPay all of that would stay the exact same. You simply let the experts at MCC reduce your credit card processing fees to the bottom line, again without changing a single thing. Merchant Cost Consulting can do an initial audit of your statements, present potential savings and recouped fees you are eligible for, and obtain the savings on your behalf. They are compensated ONLY by sharing what they save your business, that is it. If they cannot save you money with your current processor you do not pay them a dime. Go to merchantcostconsulting.com/Uncharted for more information.

UVP 079: When Pet Owners Walk in at the Last Minute Jul 01, 2020

WORKSHOP ALERT! Work Smarter, Not Harder: Interactive Workshop on Thriving in the Summer of COVID - July 15th at 8pm EDT, 5pm PDT! Learn more here: https://unchartedvet.com/work-smarter-not-harder-interactive-workshop/ This week, Dr. Andy Roark and Stephanie Goss talk about what your options REALLY are when a pet owner walks in right before your veterinary practice closes. How do we handle this (because it is going to happen)?? Let's get into this episode. We are supported by VitusVet! VitusVet is on a mission to help front desk heroes with easy to use technology that reduces phone calls by 70% while boosting revenue. You’ll have more time to do what you love best - help clients and heal pets. The platform includes unlimited 2-way text and picture messaging, digital service and refill reminders, appointment scheduling, a branded practice app, monthly payment plans for clients and checkout tablets that work anywhere. It’s all included and integrates with most PIMS. Uncharted Listeners get 2 months free. Learn more at vitusvet.com/uncharted We are supported by Merchant Cost Consulting! Do you think your business might be overpaying to accept credit cards? Are you confused reading your credit card processing statements? You aren’t alone.. Merchant Cost Consulting has the ability to reduce your credit card processing fees without switching your current payment processor, bank, or practice management software you currently use. Example - if you are currently using Covetrus who integrates with WorldPay all of that would stay the exact same. You simply let the experts at MCC reduce your credit card processing fees to the bottom line, again without changing a single thing. Merchant Cost Consulting can do an initial audit of your statements, present potential savings and recouped fees you are eligible for, and obtain the savings on your behalf. They are compensated ONLY by sharing what they save your business, that is it. If they cannot save you money with your current processor you do not pay them a dime. Go to merchantcostconsulting.com/Uncharted for more information.

UVP 078: Gossiping Doctors Jun 24, 2020

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Practice Management Goddess Stephanie Goss talk about when associate vets lean into gossip. Is it a show of support or a curse on the culture? Let's get into this! We are supported by VitusVet! VitusVet is on a mission to help front desk heroes with easy to use technology that reduces phone calls by 70% while boosting revenue. You’ll have more time to do what you love best - help clients and heal pets. The platform includes unlimited 2-way text and picture messaging, digital service and refill reminders, appointment scheduling, a branded practice app, monthly payment plans for clients and checkout tablets that work anywhere. It’s all included and integrates with most PIMS. Uncharted Listeners get 2 months free. Learn more at vitusvet.com/uncharted We are supported by Merchant Cost Consulting! Do you think your business might be overpaying to accept credit cards? Are you confused reading your credit card processing statements? You aren’t alone.. Merchant Cost Consulting has the ability to reduce your credit card processing fees without switching your current payment processor, bank, or practice management software you currently use. Example - if you are currently using Covetrus who integrates with WorldPay all of that would stay the exact same. You simply let the experts at MCC reduce your credit card processing fees to the bottom line, again without changing a single thing. Merchant Cost Consulting can do an initial audit of your statements, present potential savings and recouped fees you are eligible for, and obtain the savings on your behalf. They are compensated ONLY by sharing what they save your business, that is it. If they cannot save you money with your current processor you do not pay them a dime. Go to merchantcostconsulting.com/Uncharted for more information. Try Uncharted free for 6 weeks! Gang, to help practices wrestling to respond to COVID-19 we are opening up Uncharted for 6 weeks to help practices survive and even thrive! To give it a try, head over to this link and sign up: unchartedvet.com/product/uncharted-6-week-trial/

UVP 077: Marketing Cheap and Smart - How to Repurpose Content Jun 17, 2020

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark is joined by Melanie Kramer - Director of Uncharted Veterinary Conference and Editorial Director at DrAndyRoark.com to discuss repurposing your blog and social media content to do more with less. ABOUT OUR GUEST: Melanie Kramer is a multimedia producer, editor, video director and producer. In 2011 she helped launch the veterinary consumer site Vetstreet.com which quickly garnered over 3 million unique visitors per month. As executive director she worked with a multitude of veterinarians across the world and was editor and chief of Healthy Pet Magazine. She holds a masters degree in Interactive Journalism from American University and is a former executive editor and photo editor for the AOL.com homepage, where among her duties was featuring compelling pet content — articles, photos and videos — for more than 50 million visitors per month. We are supported by PSI Vet! The PSIvet Healthcare Initiative hopes to introduce new ways to ensure all Veterinary Professionals get the healthcare coverage they need. Learn more at www.psihealthcareinitiative.com/ We are supported by VitusVet! VitusVet is on a mission to help front desk heroes with easy to use technology that reduces phone calls by 70% while boosting revenue. You’ll have more time to do what you love best - help clients and heal pets. The platform includes unlimited 2-way text and picture messaging, digital service and refill reminders, appointment scheduling, a branded practice app, monthly payment plans for clients and checkout tablets that work anywhere. It’s all included and integrates with most PIMS. Uncharted Listeners get 2 months free. Learn more at vitusvet.com/uncharted

UVP 076: Ignored by Management: When Do You Quit Your Job? Jun 10, 2020

Uncharted Online Conference is ON US! Grab your spot right now before it's too late! https://unchartedvet.com/uvc-2020-virtual-conference/ We are supported by PSI Vet! The PSIvet Healthcare Initiative hopes to introduce new ways to ensure all Veterinary Professionals get the healthcare coverage they need. Learn more at https://www.psihealthcareinitiative.com/ This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and practice management oracle Stephanie Goss take a question from the mail bag. What do you do when your practice told you they were going to the next level....but they aren't changing or listening anymore. When do you decide to leave? Let's get into it.

Racial Injustice & Vet Med: What We Can Do Right Now Jun 06, 2020

In this bonus episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss discuss actionable steps for addressing racial injustice in the veterinary industry. Resources: BlackDVM Network - https://www.blackdvmnetwork.com/ Multicultural Veterinary Medical Association - https://www.facebook.com/groups/MCVMA/ National Association of Black Veterinarians - https://nabvonline.org/

UVP 074: Do Docs on ProSal Get Ripped Off? How About Techs Judged on Skill? Jun 03, 2020

We are supported by PSI Vet! The PSIvet Healthcare Initiative hopes to introduce new ways to ensure all Veterinary Professionals get the healthcare coverage they need. Learn more at https://www.psihealthcareinitiative.com/ REGISTRATION FOR UVC ONLINE CONFERENCE IS OPEN!! Head over to www.unchartedvet.com and click CONFERENCES This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Practice Management Goddess Stephanie Goss wade into a $$$ mess. When we pay people for exam room production or for their technical skills, are we hurting our soft skill employees? Let's get into it!

UVP 073: How and When to Go Back to Normal May 27, 2020

Uncharted listeners get a free month of PetDesk, plus telemedicine tools Two-Way Messaging and Video Chat included free for 3 months! Learn more at petdesk.com/uncharted. REGISTRATION FOR UVC ONLINE CONFERENCE IS OPEN!! Head over to www.unchartedvet.com and click CONFERENCES This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and practice management goddess Stephanie Goss discuss when it's time to move vet practices back toward normalcy and how to do it.

UVP 072: Does Your Practice Externship Suck? May 20, 2020

Uncharted listeners get a free month of PetDesk, plus telemedicine tools Two-Way Messaging and Video Chat included free for 3 months! Learn more at petdesk.com/uncharted. REGISTRATION FOR UVC ONLINE CONFERENCE IS OPEN!! Head over to www.unchartedvet.com and click CONFERENCES This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and practice management goddess Stephanie Goss tackle a question from the mailbag. What makes a good externship? How do you find one? How do you create one? What do you do if you're in a crummy one?? Let's get into it!

BONUS: How To Be There Without Being On Call May 17, 2020

Get 45 days free with GuardianVets! Head over to https://www.guardianvets.com/getstarted and let them know the Uncharted podcast sent you. On this special bonus episode, Dr. Andy Roark and Stephanie Goss talk with GuardianVet Founder John Dillon about how vets can be there for clients without being on call.

UVP 071: You're Doing CE Wrong May 13, 2020

Uncharted listeners get a free month of 2-way messaging and telemedicine at Petdesk! Learn more at: www.petdesk.com/uncharted REGISTRATION FOR UVC ONLINE CONFERENCE IS OPEN!! Head over to www.unchartedvet.com and click CONFERENCES This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss go to the mail bag to talk about how most of us are doing CE wrong. What's that mean?! Check it out....

UVP 70: I'm Not Okay With What My Practice Is Doing May 06, 2020

Uncharted listeners get a free month of 2-way messaging and telemedicine at Petdesk! Learn more at: www.petdesk.com/uncharted This week on the Uncharted veterinary podcast, Dr. Andy Roark and Practice Management Diva Stephanie Goss take a great question from the mail bag. As a new veterinarian, what do you do when your new practice doesn't follow medical and or legal standards? Let's get into it! Information on the Uncharted Online Conference (June 11-14) is coming soon! Register for the 2020 Virtual Veterinary Technician/Nurse Graduation taking place Sunday 5/24 at 5pm EDT, 2pm PDT right here: https://tinyurl.com/2020VetTechGrad

UVP 069: When Techs Can't Tech Anymore Apr 29, 2020

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and the amazing Stephanie Goss go to the mail bag to answer a tough, tough question about how to handle the technician who has started making mistakes, slowing down, and falling behind on technology. Let's get into this! We are supported by the amazing people at Petdesk! Check them out and get a month for free at: www.petdesk.com/uncharted. For info and registration for Virtual Graduation this Sunday: https://drandyroark.com/college-of-veterinary-medicine-virtual-graduation/ Try Uncharted free for 6 weeks! Gang, to help practices wrestling to respond to COVID-19 we are opening up Uncharted for 6 weeks to help practices survive and even thrive! To give it a try, head over to this link and sign up: https://unchartedvet.com/product/uncharted-6-week-trial/

UVP 068: On-Call is Burning Me Out! Apr 22, 2020

This week on the Uncharted Vet Podcast, Dr. Andy Roark and Stephanie Goss tackle a question from the mailbag. What do you do when the on-call schedule changes, you're getting burned out, and your boss just throws his hands up? Well, that's what we are unpacking today. We are supported by the amazing people at Petdesk! Check them out and get a month for free at: www.petdesk.com/uncharted. Try Uncharted free for 6 weeks! Gang, to help practices wrestling to respond to COVID-19 we are opening up Uncharted for 6 weeks to help practices survive and even thrive! To give it a try, head over to this link and sign up: https://unchartedvet.com/product/uncharted-6-week-trial/

UVP 067: I'm New and People Are Mad I Don't Know How To Do Everything Apr 15, 2020

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and the Now-Healthy Stephanie Goss tackle a mailbag question from Molly. "I'm new and people yell at me for not doing everything right. What should I do?!" Let's get into this! We are supported by the amazing people at Petdesk! Check them out and get a month for free at: www.petdesk.com/uncharted Feeling like you're all alone? Wish you had access to practices all across the US and Canada to see what they are doing and ask for advice? You totally can! Head over to Unchartedvet.com and become a member!

UVP 066: Our New Lead Tech Isn't Cutting It Apr 08, 2020

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Patient Zero Stephanie Goss take a question from the mail bag. Why isn't this new lead tech performing up to expectations? Why won't she "do it the way I do it?" Let's get into this! We are supported by the amazing people at Petdesk! Check them out and get a month for free at: www.petdesk.com/uncharted Feeling like you're all alone? Wish you had access to practices all across the US and Canada to see what they are doing and ask for advice? You totally can! Head over to Unchartedvet.com and become a member!

UVP 065: Top Management Questions About COVID-19 Apr 01, 2020

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss review the most common questions they are getting on COVID-19 and veterinary practices. We are supported by the amazing people at Petdesk! Check them out and get a special offer at: www.petdesk.com/uncharted Feeling like you're all alone? Wish you had access to practices all across the US and Canada to see what they are doing and ask for advice? You totally can! Head over to Unchartedvet.com and become a member!

UVP 064: Keeping Morale Up During COVID-19 Mar 25, 2020

This week on Uncharted, we're talking about how to keep veterinary staff morale up during these daunting times. We are supported by the amazing people at Petdesk! Check them out and get a special offer at: www.petdesk.com/uncharted Feeling like you're all alone? Wish you had access to practices all across the US and Canada to see what they are doing and ask for advice? You totally can! Head over to Unchartedvet.com and become a member!

UVP 063: Making the Best of Uncertain Times Mar 18, 2020

What can we do when the world in shifting under our feet and times are so uncertain? If you're feeling alone and wish you had a group of supportive practice owners, managers, medical directors, and rock stars to share collaborate with to get through these strange times, maybe it's time for you to join Uncharted! Head over to unchartedvet.com to learn more.

BONUS: Emergency COVID-19 Planning for Your Practice Mar 12, 2020

In this bonus episode of the Uncharted podcast: What should you be doing right now to prepare your clinic for, or deal with, COVID-19? Dr. Andy Roark and Stephanie Goss break it down into actionable steps. Want to join the Uncharted community? Head over to www.unchartedvet.com and get registered for an amazing year!

UVP 061: I Changed the Vacation Policy & A Staff Member is Rebelling Mar 11, 2020

This week on the Uncharted podcast, Dr. Andy Roark and Stephanie Goss take a question about changing vacation policy for the staff. The staff says you can't do that, you say you can... who is in the right and how do we get everyone on the same page? Want to see the April Uncharted Conference LIVE online? Head over to www.unchartedvet.com and get registered as an Uncharted member today! That's all you need to do. Check it out! You'll be glad you did.

UVP 060: I'm Trying to Maternity Leave and EVERYTHING IS ON FIRE! Mar 04, 2020

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and practice management goddess Stephanie Goss take a question from the mail bag about maternity leave. What do you do when you're the manager or an associate vet trying to go out on maternity leave but the clinic is in chaos? Do you just walk away? How can you get everything under control before you go? Let's get into it! Want to join the Uncharted online community? Head over to www.unchartedvet.com and get your membership before the April conference streams live!

UVP 059: Vets on Production Want Extra Pay For Everything! Feb 26, 2020

This week on the Uncharted Veterinary Podcast... Dr. Andy Roark and practice management goddess Stephanie Goss tackle the issue of veterinarians who are paid on production wanting extra compensation for activities outside of the exam room. Want to come to the Uncharted Conference in April?! Head over to www.unchartedvet.com/uvc-2020/ and get signed up! Want to ask us your question? Send an email to podcast@unchartedvet.com

UVP 058: Compassion for Personal Issues Vs Needs of the Clinic Feb 19, 2020

This week, Dr. Andy Roark and Stephanie Goss discuss how to balance being empathetic and compassionate for a single employee with the needs of the team and the practice. It's a delicate balance... Let's get into this. The price for the Uncharted April Conference will increase on Feb. 28! Don't get pinched. Head over to Unchartedvet.com and get registered!

UVP 057: How (And Why) Dr. Andy Roark Gets Great Patient Photos Feb 12, 2020

This week on the Uncharted Veterinary Podcast... People often ask how Dr. Andy Roark gets SO MANY photos with patients and clients for social media. In this episode, he lays it all out. This is not an episode to be missed! 25 Simple Ways To Show Gratitude To Your Team PDF - GET YOURS TODAY!!! TEXT thanksteam to 4422, or click here: https://bit.ly/3bvqRxM Get registered for the April Uncharted conference - https://unchartedvet.com/uvc-2020/

UVP 056: Staff Are Talking About Interviewing At Other Clinics Feb 05, 2020

Deep breaths.... Deep breaths.... This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and practice management goddess Stephanie Goss talk about what to do when staff talk about how they plan to go work at another clinic. Want our free eBook on quick and easy ways to appreciate your staff? Grab it here: https://unchartedvet.com/instantly-inspire-your-team-with-our-new-free-pdf Love the podcast? Maybe you should join the community! Head over to www.Unchartedvet.com and get an online membership OR come to the April conference!

UVP 055: Help! I Want More Family Time! Jan 29, 2020

This week, on the Uncharted Veterinary Podcast... Dr. Andy Roark and practice management Goddess Stephanie Goss take a question from the mailbag. "I want to spend more time with my family. Does that mean I can't be a full time manager?" The dynamic duo break down the issues and present action steps for creating a win-win-win for everyone involved. Love the podcast?? Get signed up for the April Uncharted conference! Head over to https://unchartedvet.com/uvc-2020/ and grab your spot before it's sold out!

UVP 054: When a Staff Member Bullies the Boss Jan 22, 2020

This week Dr. Andy Roark and Stephanie Goss talk about what to do when a staff member humiliates and tears down their boss. This type of behavior is way too common, and it is usually devastating to the leader who is trying their best to be a good boss. Love the podcast? You should be in the Uncharted community! Head over to www.unchartedvet.com and join us.

UVP 053: Uncharted Marketing & Strategy Conference - What to Expect Jan 15, 2020

This week on the Uncharted Veterinary Podcast... Dr. Andy Roark and the one-and-only Stephanie Goss talk about the April 2020 Uncharted Conference and what it will be like to attend. Learn more about the Uncharted April Conference and get registered at: https://unchartedvet.com/uvc-2020/

UVP 052: When A Rockstar Tech Stops Being A Rockstar and Gets Negative Jan 08, 2020

This week on the Uncharted Podcast, Dr. Andy Roark and Stephanie Goss take a question on what to do when you have a team member who used to be positive and wonderful at their job... and now they are not. Get registered for Uncharted!! Head over to www.unchartedvet.com to learn all about it.

COS 008: The Deathly Hallows of Veterinary Medicine (w/ Dr. Michael Miller) Jan 06, 2020

This week on the Cone of Shame Podcast, Dr. Andy Roark is joined by Dr. Michael Miller (aka the Harry Potter Vet) to discuss the "deathly hallows of vet med." If you're a Harry Potter fan (or just a lover of veterinary medicine), this conversation will brighten your day and make you think about what it means to be in our profession. The 3 Deathly Hallows of Vet Medicine: https://drandyroark.com/the-3-deathly-hallows-of-vet-med/ If you haven't checked out the Harry Potter vet website, you need to get on it! https://www.harrypottervet.com/ Michael W. Miller, DVM is a veterinarian and a part-owner of a small animal practice where he sees dogs, cats, and exotic pets. His website was created due to encouragement from colleagues to share his writing that merges his love of veterinary medicine and Harry Potter. Dr. Miller's goal is to use his website to help myself and others discover the magic in veterinary medicine.

UVP 051: Critical Conversations For People Who Hate Conflict Jan 01, 2020

This week, Dr. Andy Roark and Practice Management Goddess Stephanie Goss discuss what to do when the thought of having a hard conversation gives you anxiety. Also, don't miss Dr. Andy Roark and Stephanie Goss teaching their 1-month strategic planning intensive course!! Join Uncharted today and you can be in the class when it starts next week. Don't miss out! Unchartedvet.com If this podcast helps you, please please please write us an honest review on iTunes so others can find us. It really means the world to our whole team when people do this, so this is your chance to make our day!

UVP 050: It's Bad and the Boss Doesn't Care Dec 25, 2019

In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss talk about what you can do when you are trying to make your practice better, and your boss doesn't seem to care. If you're feeling ignored or unappreciated, this episode is for you! Don't miss the Uncharted Strategic Planning Course!! Grab your Uncharted membership and get signed up! Head over to www.unchartedvet.com and get yourself a present.

UVP 049: I'm short-handed and can't hire staff! Dec 18, 2019

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and the practice management goddess Stephanie Goss discuss what to do when you are losing technicians (for reasons outside your control), and you can't seem to hire anyone. If you are ready to join Uncharted? If so, head over to www.unchartedvet.com and get registered! Also, don't miss our new medical podcast! It's great for veterinarians and technicians - The Cone of Shame Veterinary Podcast!! Find it on iTunes, Soundcloud, or wherever you get your podcasts!

UVP 048: Talking To Docs About Time Management Dec 11, 2019

This week on the Uncharted Veterinary Podcast, Stephanie Goss and Dr. Andy Roark take a question from the mail bag: "How do I talk to and help a doctor who can't seem to stay on time?" As always, if you're loving the Uncharted Podcast, you probably would love the Uncharted community. Learn more and join up at www.Unchartedvet.com If you're interested in the 4-week Strategic Planning course that Stephanie and Dr. Roark will be running soon, register for an Uncharted membership and we'll get you signed up. To learn more about Dr. Betsy Charles: http://veterinaryleadershipinstitute.org/about-us/board-of-directors/elizabeth-betsy-charles/

COS 005: 4th Premolar Slab Fracture (HDYTT) Dec 05, 2019

A Bonus Cone Of Shame Uncharted Podcast Drake is an 8yo MN Labrador Retriever with an upper right 4th premolar slab fracture. I'm asking the amazing Dr. Donnell Hansen "How do YOU treat that?" *********************** Find Dr. Andy Roark on Facebook at www.facebook.om/drandyroark Instagram at @drandyroark or on the web at www.DrAndyRoark.com *********************** Dr. Donnell Hansen is a board certified veterinary dentist and oral surgeon from the Minnesota BluePearl Hospitals. A Minnesota native, Donnell traveled through Iowa (Go Norse!), Oklahoma, and back to Minnesota again on her path toward veterinary dentistry. In 2009, Dr. Hansen joined forces with friends to form Moxie Center, which is now known as BluePearl Veterinary Partners. In 2010, she and her husband opened his family practice, Rice Creek Animal Hospital, in Lino Lakes, MN along with Bean's Place Pet Wash. Recently, Donnell opened Four Legged Tooth Fairy, an online resource and interactive conference center aimed at helping the veterinary community enhance their patient health, practice health, and mental health through veterinary dentistry. While managing a busy clinical caseload, Dr. Hansen also speaks nationally about the value (both from a patient care standpoint and practice health perspective) of veterinary dentistry and oral surgery. Dr. Hansen has a special interest in maxillofacial surgery but honestly, loves the whole gig. To provide a little balance to life, Donnell enjoys time with her family, including her husband (a fellow veterinarian) and two children, out on Minnesota’s 10,000 lakes or working a jigsaw puzzle during the long Minnesota winters. Like any veterinary family, there are an amalgamation of pets at home but the beloved include her pocket pittie, named Crickett and a beast of a labrador named Goose (or depending on the day, Goosifer). There may or may not be a bunch of bull head eggs hatching on her kitchen counter as we speak.

UVP 47: Onboarding New Leaders Dec 04, 2019

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss take a question from the mailbag. How do I get my staff to accept a new manager who is coming from outside of the hospital? What if they are resentful? What if they think someone else should have gotten the job? Gang, there's a big surprise coming tomorrow! Make sure that you're subscribed to the podcast so you get the insight as soon as it's released. Do you love the Uncharted podcast? Maybe you should be an Uncharted member! Head over to www.unchartedvet.com to get registered for a 1-year membership today!

UVP 046: How to Get Your Boss to Let You Come to Uncharted Nov 27, 2019

This week, Dr. Andy Roark and practice management queen Stephanie Goss talk about how to get your boss to give you what you want... and we use attending the April 2020 Uncharted conference as an example. If you want to attend, check out www.unchartedvet.com for all the info, and email podcast@unchartedvet.com if you'd like to see our Letter to the Boss example!

UVP 045: The Exam Room Time Vortex Nov 20, 2019

In this episode of the Uncharted Veterinary Business Podcast, Dr. Andy Roark and the amazing Stephanie Goss talk about keeping your team on time when people don't seem to even see the clock. Tomorrow is the day!! Registration for the April Uncharted Conference will open to the public. Head over to www.unchartedvet.com to learn all about our conferences and to get registered!

UVP 044: Handling Client Threats And Abusive Conversations Nov 13, 2019

This week, Dr. Andy Roark and practice management goddess Stephanie Goss take a question from the mail bag - "How do I coach my boss, who is being abused and bullied by one of our clients??" If you're loving the podcast and are ready to join the Uncharted community, head over to www.unchartedvet.com and join us!! You will be glad you did.

UVP 043: Our worst year ever and I just can't... Nov 06, 2019

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss take a break to catch up on Uncharted Conference registration. (It opens tomorrow and it's going to be amazing! Join today and get your spot!!) Also, Dr. Roark tells a story about a veterinarian he met recently and discusses what it means when we lose enjoyment of our work and the things that used to bring us joy. If you think you might be battling depression, please talk with someone. One outlet is BetterHelp. You can get a free week on BetterHelp using the promo address: www.betterhelp.com/drandyroark If you love the podcast AND/OR you want to attend the Uncharted Marketing and Strategy Conference in April 2020, you need to be a member of Uncharted. Head over to www.unchartedvet.com and get signed up today!

UVP 042: Am I a good boss? How do I get honest feedback? Oct 30, 2019

This week on the podcast, Dr. Andy Roark and practice management guru Stephanie Goss take a question from the mail bag. (podcast@unchartedvet.com) A listener asks: "Am I a good boss? How do I get honest feedback from my team?" To try Betterhelp, you can use our promo code! Betterhelp.com/DrAndyRoark If you want to join the Uncharted community and/or the Uncharted Financial Master Class, head over to www.unchartedvet.com and get signed up!!

UVP 041: Help! I'm totally overwhelmed! Oct 23, 2019

How do you handle being overwhelmed in your veterinary career? In this episode, Dr. Andy Roark and Stephanie Goss dive into how to handle feeling constantly overwhelmed in both your personal and professional lives. Topics we cover today: -How do you know when you're feeling overwhelmed -What can you do when you need to take a personal or mental health day -How do you recognize certain triggers that mean you need to take a step back Love the podcast? Maybe you should be a member in Uncharted!! Head over to www.unchartedvet.com and get registered. Registration for our April conference will open soon. DON'T MISS IT!

UVP 040: Personal Business on Company Time - Is my team lazy? Oct 16, 2019

In this episode, Dr. Andy Roark and the amazing Stephanie Goss tackle an issue that seems to be everywhere right now. What do you do when your team is goofing off, shopping online, and generally wasting time? Here we go... If you enjoy the podcast, maybe you should be part of the Uncharted Veterinary Community! Head over to www.unchartedvet.com and get your membership today!

UVP 039: The First 90 Days - Do you let the so-so employee stay or go-go? Oct 09, 2019

In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and Practice Manager Stephanie Goss tackle the question "What do I do with a so-so employee who is coming up on 90 days of employment?" If you enjoy the Uncharted podcast, you should check out the Uncharted Community. There is tons of great content and training coming down the pipes, and this community is vibrant, supporting and positive! Check it out and get registered at www.unchartedvet.com!

UVP 038: When pet owners complain about the prices Oct 02, 2019

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and practice management goddess Stephanie Goss tackle a question from the mail bag. "How do I help my staff deal with clients who complain about the prices?" Learn more about Uncharted and join the community at www.unchartedvet.com!

UVP 037: Wellness Resources For The Whole Team Sep 25, 2019

In this special episode we're giving Dr. Andy Roark and Stephanie a break with guest host Jamie Holmes. We wanted to give you a special peek into what an Uncharted Event covers, so we're giving you access to a recorded lecture from Uncharted Staff Drama that took place in August. We're sure you'll get a lot of value from Jamie's lecture on wellness resources you can use to benefit your entire team. Wellness is often one of those terms thrown around but what does wellness actually look like and how can you implement better wellness in your practice? Jamie covers very real and practical solutions for helping you make workplace wellness a priority you can achieve. Happy employees make happy clients, as the saying goes, so prioritizing wellness can have serious positive impacts on practice growth and client satisfaction. If you like Jamie's lecture, consider joining Uncharted where you'll get access on-demand trainings, exclusive live expert webinars, and a community built to support you in your career journey. Head over to www.unchartedvet.com

UVP 036: "It's not your place to question the doctor" Sep 18, 2019

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Practice Management Lizzo Stephanie Goss weigh in on a particularly difficult question. What can a technician do when the new doctor is not practicing an acceptable level of medicine and the practice manager says "it's not your place to tell a doctor what he can and can't do"? Love the podcast? Maybe you should be a part of the Uncharted veterinary community. Head over to www.unchartedvet.com and learn more!

UVP 035: What to Ask in a Job Interview Sep 11, 2019

This week, on the Uncharted Veterinary Podcast... we take another email from our mail bag (which looks conspicuously like an email inbox instead of a bag)! What do you ask during a job interview and why? Are phone interviews even worth it?? Dr. Andy Roark and the fabulous Stephanie Goss tackle the question as only they can. If you have a question or predicament for Andy and Stephanie, email them at podcast@unchartedvet.com!

COS 004: New Research On Vet Suicide Behavior - An interview w/ Dr. Tracy Witte Sep 08, 2019

In this episode of the Cone of Shame podcast, Dr. Andy Roark interviews Dr. Tracy Witte from Auburn University on her new publication in JAVMA. Dr. Tracy Witte is an Associate Professor in the Department of Psychology at Auburn University, as well as a licensed psychologist. Her research is primarily focused on understanding and preventing suicidal behavior, with a line of work investigating suicide and other negative mental health outcomes in veterinarians, other vet professionals, and vet students. You can find Dr. Witte's new publication here: https://avmajournals.avma.org/doi/full/10.2460/javma.255.5.595 You can read more about restricting access to lethal drugs inside veterinary clinics here: https://drandyroark.com/what-do-we-do-about-suicide/

UVP 034 LIVE: Million Dollar Technician Sep 04, 2019

Live from Uncharted Staff Drama and Fetch Kansas City!! In their first live podcast, Dr. Andy Roark and Stephanie Goss talk about how technicians can earn revenue for practices, be more valuable to pet owners, and earn a living that can actually support them! Learn more about the Uncharted veterinary community at www.unchartedvet.com

UVP BONUS: Staff Drama Recap Sep 01, 2019

The Uncharted Staff Drama Conference is over and in the books! In this bonus episode of the podcast, Dr. Andy Roark, Stephanie Goss and Jamie Holms discuss the conference, what happened, and why Uncharted conferences are unlike anything else in the veterinary world.

UVP 033: Slammed For Going Home On Time Aug 28, 2019

In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and practice manager Stephanie Goss answer an email from the mail bag. Our writer is wrapping up her work and going home on time... and other vets in the practice don't like it. What's the whole story? What can he do? Listen in to find out.... And if you're loving the podcast, perhaps you should be in the Uncharted community. Head over to www.UnchartedVet.com to get registered.

COS 003: Blocked Cats - The first 15 minutes (HDYTT) Aug 25, 2019

Cone of Shame Show!! A blocked cat has just rolled into your clinic. The first 15 minutes are going to be vital. How do you treat that? Megan Brashear BS, CVT, VTS (Emergency & Critical Care) - Megan graduated in 2000 with a BS in Veterinary Technology. She worked in ER/ICU specialty from 2000-2018 in Portland, OR including 8 years of technician management. Megan is currently the Small Animal Veterinary Nursing Manager at Purdue in West Lafayette IN. She loves all things emergency/critical care, German, shorthaired and pointy.

UVP 032: It's Lonely at the Top Aug 21, 2019

In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and practice management goddess Stephanie Goss talk about the feelings of isolation that plague so many practice leaders. Whether you are a clinic owner, a practice manager, head technician, medical director, or lead CSR, if you have ever wondered if others who lead feel alone, this episode is for you. Love this podcast? You need to be in Uncharted! Head over to www.unchartedvet.com to get registered!

UVP 031: Scheduling Your Way Out Of Mayhem Aug 14, 2019

In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss talk about summer mayhem and how to schedule to handle it. This episode does not discuss how long appointments should be, but instead focuses on how to schedule appointments to reduce stress and build in flexibility. If you're ready to join the Uncharted community, head over to www.UnchartedVet.com and register to be a member!

COS 002: Anesthesia in a long dental procedure (HDYTT) Aug 11, 2019

How Do You Treat That (HYDTT) - In these episodes, Dr. Andy Roark takes a common case from practice and asks an expert in the field "How do you treat that?" In this episode, Dr. Andy Roark talks to Tasha McNerney BS, CVT, CVPP, VTS about those looooooooong dental procedures and how to manage that anesthesia (especially when the blood pressure starts to drop). Tasha is a Certified Veterinary Technician from Glenside, PA. She is also a certified Veterinary Pain Practitioner and works closely with the IVAPM to educate the public about animal pain awareness. Tasha loves to lecture on various anesthesia and pain management topics around the globe. In her spare time Tasha enjoys reading, spending time with her son

UVP 030: When Management Gets Pulled Onto the Floor Aug 07, 2019

In this episode, Dr. Andy Roark and practice manager Stephanie Goss respond to a practice manager who his struggling to keep her head above water as she does her job... and some other peoples'. Do you love the Uncharted Veterinary Podcast? If so, you NEED to check out the Uncharted community. Learn more at www.UnchartedVet.com

UVP 029: How and when to fire a client Jul 31, 2019

In this episode, Dr. Andy Roark and practice manager Stephanie Goss talk about client abuse of veterinary professionals, what constitutes abuse, and how to address it. They discuss the grey area where "being difficult" collides with "unacceptable behavior," and give examples of when and how to tell a pet owner that they are no longer welcome in your veterinary practice. Love the podcast? Then you should probably be in Uncharted! Go to www.unchartedvet.com to learn more! Join before August 21st to watch the live stream of the Uncharted Staff Drama conference.

COS 001: Emotional Blackmail in Vet Medicine w Dr. Sarah Boston Jul 28, 2019

This is the first episode of the Cone of Shame Show! We will be doing a pilot season here for the cone, with new episodes publishing on Sundays. Please let us know what you think by leaving an honest review of the Uncharted Veterinary Podcast on iTunes or by emailing us at podcast@unchartedvet.com Today's guest is Sarah Boston, DVM, DVSc, Dipl ACVS. She is an ACVS Founding Fellow of Surgical Oncology and an ACVS Founding Fellow Oral & Maxillofacial Surgery. Dr. Sarah Boston is a veterinary surgical oncologist practicing in the Toronto area. She is also an author and her memoir, Lucky Dog: How Being a Veterinarian Saved My Life was published by the House of Anansi Press in 2014. She has published numerous scientific articles and book chapters, some of them good. She is the co-creator of the satirical online veterinary newspaper The Cageliner and an amateur stand up comedian. You can follow her on Twitter @drsarahboston or Instagram drsarahboston

UVP 028: Dealing With Angry Clients Jul 24, 2019

This week, Dr. Andy Roark and Stephanie Goss talk about how to handle angry clients. This episode is a "must-hear" for anyone who works with pet owners regularly. Join the Uncharted Veterinary Community today! www.unchartedvet.com

UVP 027: When you're asked to do a job on top of your job Jul 17, 2019

This week on the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss answer a letter from a technician who is also serving the role of inventory manager. She is being asked to do more and more, but given no more time or compensation for this work. What should she do? Andy and Stephanie talk about why this happens and how to approach it if you are the employee OR if you are the practice manager/owner. Love the podcast? You should join the Uncharted Veterinary Community! It's where we grow and support current and future veterinary team and business leaders. If you fit that description, you should be here! Check out www.unchartedvet.com for more info!

UVP 026: Vets Won't Come In For Staff Meetings Jul 10, 2019

In this episode, Dr. Andy Roark and the legendary practice manager Stephanie Goss discuss how to get people (doctors AND staff) to come to staff meetings when they're scheduled to be off. Is this a reasonable thing to ask? Are we burning people out when we do this? Can we afford NOT to have them there? What does having people skip meetings do to team culture? Andy and Stephanie unpack all of this and provide actionable steps for any practice struggling with this common problem. Do you love figuring these kinds of problems out? Are you fired up about building an incredible team? Then you should be at our Uncharted Staff Drama Conference!! Register FAST before the price increases next week (July 17) or registration closes on July 24th! www.unchartedvet.com

UVP 025: Clients Don't Want To See The New Vet Jul 03, 2019

Dr. Andy Roark and Stephanie Goss talk about getting new doctors up to speed with the team, AND getting clients to see and trust these vets. Don't miss the Uncharted Staff Drama conference August 21-24 in downtown Kansas City!!! Learn more and register at www.UnchartedVet.com

UVP BONUS: Staff Drama Conference Companion Jun 30, 2019

Uncharted's Staff Drama Conference is happening August 21-24th in Kansas City, MO! Registration prices will increase in just over 2 weeks, and registration will close on JULY 24th!! Register for an Uncharted membership and for the Staff Drama Conference at www.unchartedvet.com

UVP 024: #4eyessavelives - Reducing the Risk of Suicide in Your Practice Jun 26, 2019

This podcast contains detailed discussion of suicide and suicide methods. If you are having thoughts of suicide, text 741-741 to connect with a trained crisis counselor right away or call the National Suicide Prevention Lifeline 1-800-273-TALK (8255) The topic of suicide is a potential trigger for those struggling with feelings of guilt after the loss of a friend, colleague or loved one. If you are experiencing these emotions, please reach out for support. You may also find related resources here. This week, the one-and-only Stephanie Goss interviews Dr. Andy Roark about his "4 eyes save lives" initiative, and why he believes that restricting access to lethal drugs can save lives in veterinary medicine. Stephanie and Andy discuss the reasons this approach makes sense, how to implement it into your own practice, and also the criticisms that have been raised of the movement.

UVP 023: The Staff Keeps Calling Out Sick Jun 19, 2019

This week, Dr. Andy Roark and Stephanie Goss take a question from the inbox. What do we do when multiple staff members repeatedly call out sick? If you have questions for Andy and Stephanie, feel free to email them at podcast@unchartedvet.com If you're loving the podcast, maybe you should be part of the Uncharted Veterinary Community. Head over to www.UnchartedVet.com to learn more and get registered!

UVP 022: The Staff Won't Support New Programs Jun 12, 2019

This week, Dr. Andy Roark and Stephanie Goss take a question from "Jonathan from New Jersey" about what to do when the staff resists new ideas and projects. If you are loving the Uncharted Veterinary Podcast, then maybe you're the type of person who would love and thrive in the Uncharted Community! Learn more and get registered at www.unchartedvet.com If you would like to read Dr. Roark's article on suicide prevention in veterinary medicine, you can find it here: http://drandyroark.com/what-do-we-do-about-suicide

UVP 021: Nonstop Texts For Pet Advice Jun 05, 2019

This week, Dr. Andy Roark and practice management goddess Stephanie Goss discuss the plague that is free pet advice requests via text, messenger, and email. Stephanie and Andy discuss why these requests happen (that part is not hard to figure out,)how these requests take a toll on vet professionals, and how we can not only deflect them, but come to feel okay about doing so. If you are loving the Uncharted podcast, maybe you need to be in the Uncharted community... or even at the Uncharted Staff Drama conference this August! Head over to www.unchartedvet.com to learn more and register.

UVP 020: My manager won't manage May 29, 2019

This week on the podcast, Dr. Andy Roark and the amazing Stephanie Goss answer a question about working for a manager who doesn't seem to want to manage. This person was promoted up from the front desk and does not have any formal management experience. Now the new manager does her best, but isn't effective at managing or motivating people. The practice owner doesn't want to hear about this problem and turns a blind eye. What can possibly be done??? If you're enjoying the Uncharted Veterinary Podcast, perhaps you need to check out the Uncharted Veterinary Community. Learn more and register for membership at www.unchartedvet.com Also, if you have a question of your own for Andy and Stephanie, send it to podcast@unchartedvet.com and maybe you'll hear it addressed in a future episode.

UVP 019: When Doctors Can Break the Rules (But Techs Can't) May 22, 2019

In this episode, Dr. Andy Roark and the one-and-only Stephanie Goss tackle a question from the mail bag: "Why is it okay for vets to break the rules when the techs can't???" Andy and Stephanie lay out why this happens and what can be done about it. If you are loving the Uncharted podcast, maybe you need to be in the Uncharted Veterinary Community! Head over to www.UnchartedVet.com to learn more.

UVP 018: New Manager Mutiny May 15, 2019

Dr. Andy Roark and practice management oracle Stephanie Goss sit down to answer an email from our mail bag. Our writer has a new manager in her practice who is shaking things up and making changes. After 2 weeks, the staff is about to mutiny. HELP! What should we do??? Our hosts talk through HOW a new manager can come into a practice and be successful, and then they circle back and give advice on digging out of the hole that's already been dug for our writer. If you love this advice and philosophy on practice, maybe you should be a part of the Uncharted Veterinary Community. Learn more at www.unchartedvet.com

UVP 017: First Job Survival Guide for Veterinarians May 08, 2019

Dr. Andy Roark and Stephanie Goss break down the specific challenges veterinarians face in their first job, and how to overcome them. If you know someone who is about to graduate from vet school (or even someone who has a few years left to go), please share this episode with them. If you have questions or comments about the episode, please send them to podcast@unchartedvet.com If you're ready to join the Uncharted community, head over to www.unchartedvet.com to learn more and get signed up!

BONUS: Uncharted 2019 Conference Recap May 05, 2019

Uncharted Veterinary Conference happened in Greenville SC last week and it was absolutely incredible. Seriously... it was so awesome that we have taken up scrap booking. In this bonus episode, Dr. Andy Roark and Stephanie Goss unpack what happened at this conference so you can start to understand WHY this conference is so impactful and HOW it elevates the practices that send their leaders. Uncharted is hyper-focused on growing practices and building better businesses, and that means attendees will need connections, mentors, collaborators, and people to hold them accountable. This episode is a walk-through for how Uncharted checks all those boxes. If you hear this episode and decide you want to be a part of the magic, you can register for the Uncharted Staff Drama conference that happens in August! Learn more at https://unchartedvet.com/staff-drama-2019/

UVP 016: BETRAYAL! When Techs Leave for Another Practice May 01, 2019

Dr. Andy Roark and Stephanie Goss discuss the case of a technician leaving after years of working in a practice. The duo talks about feelings of resentment, fairness, and what practice expectations should be. Like what you hear? Maybe you should be in the Uncharted Veterinary Community! Learn more at www.unchartedvet.com

UVP 015: Why Can't We Just Ask For Help? Apr 24, 2019

This week, Andy talks about his heroic experience overcoming a rollerskating accident, and Stephanie thoroughly enjoys mocking him. Then the duo discusses why we struggle so much to ask for help, even when people around us are willing and able to pitch in.

UVP 014: You're My Favorite Mistake - Playing Favorites In Practice Apr 17, 2019

Dr. Andy Roark and Practice Management Goddess Stephanie Goss talk about vets that have favorite techs, managers that have favorite doctors, and practice owners that have favorite staff members. Andy talks about how this is often seen as a virtue instead of a problem. Andy talks about the types of favoritism, why they happen, and how they cause damage in practices. Stephanie wonders if all the types should be approached the same way and Andy talks about how the rest of the staff responds to the favored one. Stephanie talks about why favoring a single individual is a bad bet for the practice. Are you enjoying the Uncharted Podcast? If so, maybe you should be in the Uncharted community. Head over to www.unchartedvet.com and get all the details on how you can be involved in this positive, progressive, and powerful community!

UVP 013: My Momma Told Me You Better Shop Around - Dealing with Price Shoppers Apr 10, 2019

Dr. Andy Roark and practice management goddess Stephanie Goss talk money and price shopping in veterinary medicine. Stephanie talks about how the definition for price shopping is expanding, how the desires of people who price shop have changed, and why the number of price shoppers is soaring. Andy splits price shoppers into 2 categories and talks about how your surgeon is judged based on what the front desk staff sound like on the phone. Andy and Stephanie talk about being all things to all people, and when we should just let people go without a second thought. Stephanie and Andy debate whether to discuss payment options on these phone calls (Spoiler: Stephanie wins) and Stephanie talks about what questions we need to be asking the pet owners who are looking for the best deals. --------------------------- Love the podcast? Wish you had people like Andy and Stephanie to talk through issues in your own practice? Maybe you need to be a member of the Uncharted community! Learn more at www.unchartedvet.com Got a question for Andy and Stephanie to tackle on a future episode? Send it over! Our email address is podcast@unchartedvet.com

UVP 012: Sorry We're Running Behind... Again Apr 03, 2019

Dr. Andy Roark and the veterinary practice management goddess Stephanie Goss talk about vet clinics that run behind, why this happens, and what clinics can do to fix it. Like what you hear on the podcast? Want to surround yourself with people who practice this way? You can! Join the Uncharted Veterinary Community today! You'll have access to the live stream and taped workshops from our upcoming April Uncharted Conference in Greenville SC. We are also starting our Meditation for Busy Skeptics class in the next few weeks, and our online community is ALWAYS active. Check it out! www.unchartedvet.com

UVP 011: People Keep Changing Our Prices Mar 27, 2019

Are your clinic prices set in stone, or do your vets and techs treat them like flexible guidelines? People changing the prices in vet clinics is a regular occurrence in vet medicine. How do you get them to understand how damaging this is to the practice? How do you get them to buy into the idea that we actually have to charge the prices we set? Dr. Andy Roark and Stephanie Goss break it all down. Got a question on your mind that you'd like Andy and Stephanie to answer? Want to give them some feedback on how the podcast is going? You can! Just shoot an email to podcast@unchartedvet.com Do you love what you hear on this podcast? If so, maybe you need to be part of the Uncharted Veterinary Community. Check out www.UnchartedVet.com to learn more!

UVP 010: Can I Talk to You When You Get a Minute? Mar 20, 2019

The Uncharted April Conference is SOLD OUT! But you can still get in on the action if you join the online community now. Check it out at www.unchartedvet.com In this episode, Dr. Andy Roark and Stephanie Goss talk about the dread we all experience when someone says something like: “Hey, can I talk to you tomorrow?” Andy thinks there are deep-seated roots to this anxiety, and Stephanie talks about how managers feel it just as much as staff. So, what can you do about it? Andy and Stephanie lay out mental tricks to reduce this fear, and a communication hack that nips it in the bud. They then discuss why leaders should be aware of the fear this approach causes, and how they can accomplish what they need without sending someone they work with into a mental death roll.

UVP 009: The Vet Down The Road Is Cheaper Mar 13, 2019

We have a new email address! Let us know how we're doing (after writing us a review on iTunes, por favor), tell us how we could be better, and/or ask us your questions at podcast@unchartedvet.com The April Uncharted Veterinary Conference is SOLD OUT!!! Join our online community at www.UnchartedVet.com to watch live feeds and fresh footage as it comes out of the conference. In this episode (recorded earlier this year), Dr. Andy Roark and Stephanie Goss talk about a city veterinarian who quoted a pet owner $1,100 for a service and a country veterinarian who quoted less than $200 for “the same service.” It was national news in Canada a few years ago. While this may be an extreme case, pet owners getting very different estimates from different vet clinics is becoming increasingly common. Andy talks about how the gold standard of care and the lowest acceptable level of care are getting farther and farther apart and how that is changing the landscape of medicine. Stephanie shares a story from just a few weeks ago in her own clinic, and together they break down what to say to the pet owner who has vastly different estimates and how to say it. If you’d like to learn more about the original story [Note: our advice is to not read the comments if you want to have a happy day], then you can find it here: https://www.cbc.ca/news/canada/manitoba/veterinarians-price-differences-shock-manitoba-pet-owner-1.1895392 If you’re loving this podcast and wish that you could be immersed in conversations like this about your own practice or job, you should consider joining Uncharted! Learn more and register for membership at www.unchartedvet.com

UVP 008: Joy and Happiness In Vet Med Mar 06, 2019

Joy and Happiness in Vet Med is an excerpt from a keynote lecture by Dr. Andy Roark. Too often in veterinary medicine, we are led to believe we should have days packed with smiles and kittens and laughter. If our days don't look like that, we must be failing. Social media has just made these feelings worse for many of us. This perspective is misguided, and all of us in veterinary medicine are being affected. So let's talk about it... what does it mean to be happy?

UVP 007: "Love is a Battle Field" Front Vs Back Feb 27, 2019

In this episode, Dr. Andy Roark and Stephanie Goss talk about why the veterinary front staff and the back staff go to war, what's good about these conflicts (YES! There are good parts!), what's bad about them, and how to address it so you can keep the good and lose the bad. Andy talks about why front vs back is often not the real problem but instead a symptom of other issues, how these behaviors become chronic, and the practice diagnostics to run to figure out what's really going on. Stephanie explains the importance of candid conversations among the leadership team, 1-on-1s with key people on the floor, and (possibly) team meetings. Andy and Stephanie discuss how and why these meetings often go terribly wrong, what you can do to avoid having that happen. Dr. Katie Berlin joins the podcast to share a true story of front desk vs associate vet, and how she and her team fixed the problem and moved one step closer towards practice bliss. Love the podcast? You probably need to be an Uncharted member. Learn more and then join the tribe at www.UnchartedVet.com Our Guest: Dr. Katie Berlin is a small animal vet, word nerd, marathon runner, group exercise instructor, and shiny object chaser from York, PA. She graduated from Williams College with a degree in Art History and worked in art museums before going back to school and earning her DVM from Cornell in 2009. She is an avid supporter of Fear Free and low stress practice methods and the battle against burnout and compassion fatigue in the veterinary profession.

BONUS: Uncharted Conference Companion - April 2019 Feb 23, 2019

Uncharted Conference Companion - The April 2019 Uncharted Conference is right around the corner! This bonus episode of the podcast has EVERYTHING you need to know about how Uncharted works, what it is, and what's going to happen in Greenville SC on April 25-28, 2019. In this episode, Andy and Stephanie unpack the Anchor Ball, all the workshops, the main stage talks, the mic drop talks, and even the brand-new Choose Your Own Adventure sessions. They lay out the social events, and even how the conference wraps up and sends people home with both a plan and the support they need to carry it out. To become a member and register for the conference, visit www.UnchartedVet.com Workshops/main stage talks include: Dr. Adam Little - State of Vet Medicine and the Impact of Technology Dr. Adam Little - Cultivating an Entrepreneurial Mindset in Your Practice Dr. Andy Roark - Collaboration Skills for Growth & Culture Dr. Phil Zeltzman - Blogging Like A Boss Dr. Mary Ann Vande Linde - Team Power: Adding Value to Your Visits Dr. Mary Ann Vande Linde - Creating Traction with Your Team – The Level 10 Pulse Meetings Dr. Caitlin DeWilde - Comprehensive Marketing Plans Dr. Caitlin DeWilde -Social Media ROI Dr. Brian Bourquin and Paul Materas - Creating the Ultimate Pet Owner Experience Bill Schroeder - Creating and managing content that pet owners and search engines crave! Bill Schroeder - Tap. Tap. Tap…is this thing on? A lesson in digital marketing return on investment. Jenn Galvin - X Marks the Spot - A Map to Growing Your Hospital Senani Ratnayake - Staff Utilization & Engagement Dr. Amy Snyder - Keeping your team on course using effective feedback Tosha Zimmerman - Recruiting Outside the Box Asa Pogrelis -Embracing Innovation and the Client Experience *** Titles subject to change and sessions are still being added!

UVP 006: "Stop Doing That!" How To Give Feedback Feb 20, 2019

Andy & Stephanie team up with "The Administrator" Mike Falconer to discuss one of the most vital skills anyone working in veterinary medicine can have: giving feedback. The gang discusses the old compliment-critique-compliment model of feedback (aka "the poop sandwich"), negative reinforcement, validation, temperature taking, "the mention," and how to talk to your co-workers and staff in a way that gets you heard. If you enjoy this podcast and/or the way we focus on building a great, supportive culture in veterinary clinics, then maybe you need to be a part of the Uncharted Veterinary Community. Learn more at www.Unchartedvet.com For more on the feedback model: The Effective Manager (from Manager Tools) - https://www.amazon.com/Effective-Manager-Mark-Horstman-ebook/dp/B01H9E36OG/ref=sr_1_2?ie=UTF8&qid=1550592308&sr=8-2&keywords=the+effective+manager About our guest, Mike Falconer: Originally hailing from Scotland, and after a career in the entertainment lighting business, Mike is the Hospital Administrator for a 14-doctor veterinary practice in Las Vegas. A Hospital Administrator for 12 years, Mike also writes, speaks and consults on management, human resources, marketing, and social media. A Top Writer for 2018 on Quora, winner of the Founders Award from the Uncharted Veterinary Conference, and frequent poster to his own blog, Mike is also involved in various veterinary management, human resources, and marketing organizations. Mike supports retired Greyhound rescue and shares his home with and retired racer, Chip, a Russell Terrier Mix named Dapple, and an ancient lab mix, and rising Instagram star, called Jet. In his spare time, Mike is a voracious reader, consumer of film, and theater patron. He also spends far too much time, online, giving people a piece of his mind.

UVP 005: My Boss Eye Rolls at Life Balance SO HARD Feb 13, 2019

"What do you do when your boss eye rolls whenever you bring up life balance? His pupils honestly disappear into the back of his head." Most of us understand the need for life balance. We all need to unplug and recharge sometimes. Coming to that realization isn't much of a struggle for most of us (although some perfectionists really struggle with it). What is a challenge almost all of us is getting the people we work with to recognize our need for life balance and respect it. After all, everyone wants you to have life balance... until it means you won't be coming to help them when they are panicking. In this episode, Dr. Andy Roark and practice manager Stephanie Goss break down the hard truths of life balance and why your boss/staff don't want to hear about it. They unpack what is productive to say, what is not, and how you can generally get much more by saying much less. Key themes include: - Life balance is generally a poor description of what most of us are seeking - Thinking of balance as ocean tides is often more helpful - For you, life balance happened 6 months ago - Why talking about life balance is generally a bad idea - When to take time for you vs when to back up your team - Recharging vs. the Golden Rule - What to say about life balance and how to say it If you like this podcast and would like to go deeper, consider becoming an Uncharted member and joining our community. Learn more at www.UnchartedVet.com

UVP 004: How To Coach Your Veterinary Team Feb 06, 2019

Have you ever worked with someone who has habits that are holding them and your practice back? Maybe someone who even recognizes they have a weakness or bad habit, but falls off the wagon when it comes to actually fixing that problem? Do you know how to coach that person to help them grow and develop? That's what this episode is all about! In this episode, Dr. Andy Roark, Dr. Dave Nicol, and practice manager extraordinaire Stephanie Goss break down how to talk to this person, how to get them to buy into their own growth, and how to hold them accountable. This episode is a follow-up to episode 001: Coach or Move On which was about whether you should coach or part ways with a struggling team member. If you don't know whether the team member in question can be saved, we'd recommend starting there. Our guest: Dr Dave Nicol has worked in senior leadership roles or owned some of the UK and Australia’s largest veterinary groups. He has published three books, hundreds of articles and speaks globally on how vets can develop high performing veterinary practices. Based in the UK, Dr Dave partners with individuals and businesses around the world to help them rapidly grow by harnessing the power of leadership, marketing and people Learn more about VetX here: https://www.drdavenicol.com/vetx-grad Like this podcast? You might just love the Uncharted Veterinary Community. Learn more at www.unchartedvet.com

UVP 003: You Should Be Proud Jan 30, 2019

This episode is a reading of the article by Dr. Andy Roark titled "You Should Be Proud," which can be found on www.drandyroark.com If you work in veterinary medicine, I hope you'll take a few moments to listen... and to remember that what you do matters. You are making the world a better place. You should be proud. Learn more about Uncharted at www.unchartedvet.com

UVP 002: Why Are You So Special? Jan 23, 2019

Is your vet practice special? Is it really? Why would anyone come to your clinic instead of the 4 others ones that are within 5 miles of you? That's what we're getting into on this episode. We're going to talk about WHY your practice is special, what differentiates you, what your brand is, what makes you stand out, AND how to get your staff to buy into that uniqueness so it shines for the world to see. Like this podcast? You might just love the Uncharted Veterinary Community. Learn more at www.unchartedvet.com

UVP 001: Coach Or Move On Jan 23, 2019

When should you double down on investing your time and energy to help someone making mistakes in practice, and when should you let them go from the practice? That's the question Dr. Andy Roark, Stephanie Goss, and Dr. Dave Nicol tackle in this episode. To learn more about Uncharted Veterinary Community, visit https://unchartedvet.com/ Our guest: Dr Dave Nicol has worked in senior leadership roles or owned some of the UK and Australia’s largest veterinary groups. He has published three books, hundreds of articles and speaks globally on how vets can develop high performing veterinary practices. Based in the UK, Dr Dave partners with individuals and businesses around the world to help them rapidly grow by harnessing the power of leadership, marketing and people Learn more about VetX here: https://www.drdavenicol.com/vetx-grad

The Uncharted Veterinary Podcast Is Coming! Jan 17, 2019

The Uncharted Veterinary Podcast is Coming THIS SUNDAY! If you are a veterinary business, marketing, or management nerd then this is the podcast for you! Dr. Andy Roark and the Uncharted Veterinary Conference Team are coming together to create a podcast that helps you get more out of your career in veterinary medicine. Don't miss it!

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