Épisodes

  • 312 - My Practice Owner Spends Too Much Money

    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
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    50 min
  • 311 - Do I Want To Know Why They Are Calling Out

    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
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    47 min
  • 310 - Getting Team Buy - In To Change (A Pet HealthZone® Case Study)

    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
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    32 min
  • 309 - Can RVTs And VPAs Coexist

    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
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    48 min
  • 308 - Can They Do Homework On The Clock?

    308 - Can They Do Homework On The Clock?
    Oct 9 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
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    50 min
  • 307 - Training On 'Emotional Intelligence' Is The WRONG Way To Fix Your Client Service Problem

    307 - Training On 'Emotional Intelligence' Is The WRONG Way To Fix Your Client Service Problem
    Oct 2 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
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    57 min
  • 306 - I Hate That The Team Bashes Clients!

    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
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    46 min
  • 305 - Frustrated With Taking Breaks.. And Not Taking Breaks

    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
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    48 min