The Uncharted Veterinary Podcast

Latest Episodes:

UVP 111 And I Took that Personally Feb 10, 2021

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

Show notes

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

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