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.

Do you have something that you would love Andy and Maria to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

Mentioned in this episode:

Uncharted Practice Owner Summit at NAVC SkillShop

Owning a veterinary practice comes with challenges no one teaches you in school. The Uncharted Practice Owner Summit, hosted at NAVC SkillShop in Orlando, is a hands-on leadership workshop designed to help owners strengthen their teams, improve operations, and make confident business decisions. This small-group, working session focuses on real-world tools and honest conversations, not passive lectures.

Register for The Uncharted Practice Owner Summit Today!

Office Hours

Inside the Uncharted Veterinary Community, Dr. Andy Roark hosts Office Hours where veterinary leaders can bring real-world challenges and get practical guidance from someone who understands the realities of practice life. These sessions give veterinarians, practice managers, and team leaders a chance to ask questions, workshop difficult situations, and gain perspective on issues like team dynamics, communication, burnout, and clinic operations. Instead of navigating leadership challenges alone, members get direct access to Andy’s insight along with the support of a community of veterinary professionals working through many of the same challenges.

Join Dr. Andy Roark for Office Hours at the Uncharted Veterinary Community!