UVP - 248 - Numbers Vs. Culture - Does It Have To Be War?

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