What if the negative review was… right?

In this brutally honest episode of The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, tackle one of the most difficult scenarios in veterinary medicine: how to handle legitimate complaints when your clinic or team actually did make a mistake.

With raw insight and hard-earned experience, the hosts examine how to manage everything from emotionally-charged one-star reviews to social media posts by staff that cross the line.

They break down why the “we’re sorry this happened” template may no longer be enough and how transparency, empathy, and timely internal support can de-escalate even the most viral situations.

They also discuss the importance of leadership when things go wrong, the need for well-written social media policies, and the delicate balance between defending your team and holding people accountable.

Whether you're a manager, technician, or practice owner, this episode is a must-listen for anyone who believes in doing better, especially when you didn’t get it right the first time.

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