The Uncharted Veterinary Podcast

Starting a new veterinary practice is an exciting and rare opportunity to build something truly your own. In this Hall of Fame episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss take on a powerful listener question: How can you maximize efficiency and still provide high quality low stress veterinary care? The conversation quickly turns into a masterclass on designing practice culture, client experience, and team expectations from the ground up. This episode has become one of the most cited and shared episodes in Uncharted history. It’s packed with wisdom for practice owners, managers, and veterinary leaders seeking to create something meaningful, not just replicating what already exists. Find Your VetMed Community Feeling like you're carrying the weight of the practice on your shoulders? You’re not the only one. The Uncharted Veterinary Community is your go-to space to connect with smart, supportive professionals who understand the pressure. From real talk to practical tools, we’re here to help you build your skills and keep your spark. Ready to stop doing this solo? Start here: learn.unchartedvet.com [https://blubrry.com/] This One’s for the Doers If your to-do list is never-ending and your brain is juggling 12 tabs at once, Get Sht Done* was made for you. This high-energy virtual event is all about taking action. You’ll get expert-led strategies, practical tools, and support from a community that gets what it’s like to lead from the trenches. Whether you're a manager, lead, or just someone who makes things happen, this session is your permission slip to refocus, reset, and move forward. Get the details: learn.unchartedvet.com [https://learn.unchartedvet.com/bundles/uncharted-veterinary-community] Upcoming events: unchartedvet.com/upcoming-events/ [https://learn.unchartedvet.com/pages/events] All Links: https://linktr.ee/UnchartedVet [https://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 [http://unchartedvet.com/mailbag]

When you're running a veterinary practice, especially a mobile or specialty service, one challenge is almost guaranteed to show up at your front desk: price shoppers. In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and Maria Pirita tackle the nuanced topic of how to train your client service representative (CSR) to handle pricing conversations with confidence, professionalism, and compassion. This episode is packed with practical coaching advice, actionable training steps, and a hearty reminder that your team shouldn't feel pressured to apologize for the cost of care. Whether you're a new practice owner or a seasoned leader, this episode breaks down what to say, what not to say, and how to support your CSR in delivering a clear, value-based message to every caller. Let’s explore the mindset and tools your team needs to turn awkward price questions into trust-building moments with potential clients. Find Your VetMed Community Feeling like you're carrying the weight of the practice on your shoulders? You’re not the only one. The Uncharted Veterinary Community is your go-to space to connect with smart, supportive professionals who understand the pressure. From real talk to practical tools, we’re here to help you build your skills and keep your spark. Ready to stop doing this solo? Start here: learn.unchartedvet.com [https://learn.unchartedvet.com/] This One’s for the Doers If your to-do list is never-ending and your brain is juggling 12 tabs at once, Get Sht Done* was made for you. This high-energy virtual workshop is all about taking action. You’ll get expert-led strategies, practical tools, and support from a community that gets what it’s like to lead from the trenches. Whether you're a manager, lead, or just someone who makes things happen, this session is your permission slip to refocus, reset, and move forward. Get the details: learn.unchartedvet.com [https://learn.unchartedvet.com/] Upcoming events: unchartedvet.com/upcoming-events/ [https://unchartedvet.com/upcoming-events/] All Links: https://linktr.ee/UnchartedVet [https://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 [http://unchartedvet.com/mailbag]

What do you do when a lead technician is silently drowning, and no matter how many times you offer help, they won’t take your hand? In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and Stephanie Goss tackle a deeply familiar challenge: supporting veterinary technicians who are struggling, especially when they won’t open up about what’s really going on. This episode is a must-listen for any veterinary leader grappling with how to balance compassion and accountability. With both humor and heart, Andy and Stephanie unpack what to do when your rockstar team member hits a wall without telling you why. Let’s get into this episode! Find Your VetMed Community Feeling like you're carrying the weight of the practice on your shoulders? You’re not the only one. The Uncharted Veterinary Community is your go-to space to connect with smart, supportive professionals who understand the pressure. From real talk to practical tools, we’re here to help you build your skills and keep your spark. Ready to stop doing this solo? Start here: learn.unchartedvet.com [https://learn.unchartedvet.com/] Leadership Training Designed for Veterinary Team Leads Looking for leadership development tailored to your team leads? The Uncharted Team Leads Summit is a live, one-day virtual event crafted specifically for veterinary professionals who manage the daily operations of your clinic. From CSRs and head techs to inventory coordinators and team captains, this summit delivers practical training they can use right away. Boost their confidence, sharpen their communication, and help them lead effectively. Learn more here: unchartedvet.com/upcoming-events [https://unchartedvet.com/upcoming-events] All Links: https://linktr.ee/UnchartedVet [https://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 [http://unchartedvet.com/mailbag] Stephanie is a former practice manager who lives on the Olympic Peninsula in Washington State. With over 20 years of experience both on the floor and in the office, Stephanie is passionate about staff education, team culture, management and training. Stephanie loves to geek out about technology, especially Practice Management Software. She has experience as a practice manager in both private and corporate practices, ranging in size from one to seven doctors. She has experience as a consultant and trainer with AVImark software, paperlite/paperless transitions, practice management and staff training. Stephanie is currently the [Insert made up title here] for Uncharted Veterinary Conference.

What do you do when you're promoted, unsupported, and then demoted? That’s the raw question tackled by Dr. Andy Roark and Stephanie Goss in this episode of the Uncharted Veterinary Podcast. In veterinary medicine, leadership failure can feel deeply personal, especially when it looks like a promotion followed by radio silence and eventual disappointment. This episode dives into what it means to be set up to fail in leadership, how to recover emotionally, and how to turn that painful experience into fuel for future growth. If you’ve ever felt let down by leadership or struggled to find your way after a professional blow, this conversation is for you. You Don’t Have to Carry It All Feeling like everything at the clinic falls on you? You’re not alone. The Uncharted Veterinary Community is where overwhelmed veterinary professionals find support, strategy, and their people. From real conversations to resources that actually help, we’re here to make leadership less lonely. Ready to stop going it alone? Head to learn.unchartedvet.com [https://learn.unchartedvet.com/]and jump in. Overwhelmed but Still Getting It Done? This Is for You. If you’re the one who keeps the clinic running, Get Sht Done* is the virtual workshop that’ll help you do exactly that—with less stress and more strategy. You’ll walk away with tools you can actually use, a community that speaks your language, and a much-needed burst of motivation. Whether you’re leading the front, wrangling tech schedules, or spinning a dozen plates at once, this session is built for you. Check it out at learn.unchartedvet.com [https://learn.unchartedvet.com/] Upcoming events: unchartedvet.com/upcoming-events/ [https://unchartedvet.com/upcoming-events/] All Links: https://linktr.ee/UnchartedVet [https://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 [http://unchartedvet.com/mailbag]

Veterinary clinics are evolving and so are the people leading them. In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and Maria Pirita take on a deceptively simple mailbag question: “Non-medically trained practice manager?” It sparks a deep dive into one of the profession’s biggest shifts, the rise of the non-medical practice manager and the new dynamics of clinic leadership. From breaking down the growing divide between medicine and operations to offering hard-won insights from Maria’s own journey as a manager without a medical background, this episode explores how veterinary teams can rethink leadership for the better. Let's get into this episode! Don’t Navigate Vet Med Alone Running a practice or leading a team shouldn’t feel isolating. The Uncharted Veterinary Community brings together forward-thinking veterinary professionals for real talk, expert learning, and endless support. From live events to practical training, this is your space to grow and connect. Dive in here: learn.unchartedvet.com [https://learn.unchartedvet.com/bundles/uncharted-veterinary-community] Join us for the Team Leads Summit The Uncharted Team Leads Summit [https://learn.unchartedvet.com/order?ct=81720047-56c2-4f64-840d-dde0459f1cd3]is a one-day virtual event designed to empower veterinary team leads with the skills and confidence they need to succeed. Through interactive workshops and real-time collaboration with peers, your leads will gain practical tools they can use immediately to support your team and strengthen your practice. Whether they oversee the front desk, the tech team, or daily operations, this summit will help them grow as leaders and drive your practice forward. Upcoming events: unchartedvet.com/upcoming-events/ [https://unchartedvet.com/upcoming-events/] All Links: https://linktr.ee/UnchartedVet [https://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 [http://unchartedvet.com/mailbag]