The Uncharted Veterinary Podcast

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

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

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

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 [email protected] 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

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