The American healthcare system is one of the most innovative in the world. But it’s also riddled with complex challenges, such as access to affordable medications, inefficiency and administrative burdens, and communication barriers between providers. There’s clearly a better way—and at Surescripts, we have a unique sightline into what that may be. In this series, host Melanie Marcus, Chief Marketing Officer of Surescripts, sits down with today’s most inspiring and innovative leaders in healt ...
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They Gave Us 1 Star… Then Came Back: Real Talk on Clients, Conflict, and Managing Criticism
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Manage episode 482733862 series 3380087
Content provided by Dr. Ernie Ward & Beckie Mossor, RVT, Dr. Ernie Ward, Beckie Mossor, and RVT. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Dr. Ernie Ward & Beckie Mossor, RVT, Dr. Ernie Ward, Beckie Mossor, and RVT or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
What do you do when a client trashes your clinic with a negative online review, then schedules another appointment as if nothing happened? In this episode of The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, unpack the emotional and professional complexities of accepting—or refusing—returning clients who’ve publicly criticized your team. From understanding when a bad review crosses into abuse to learning how to initiate honest, respectful dialogue, this episode delivers actionable strategies for managing digital conflict, preserving team morale, and navigating tough conversations. The hosts also explore how evolving norms around online reviews have changed the client-vet dynamic, and why price complaints, while frustrating, may not always be personal. A must-listen for veterinary professionals dealing with the emotional toll of public feedback in an increasingly review-driven world. #veterinary #veterinarytechnician #vettech #veterinary #podcast #veterinarypodcast #vettechpodcast #vetpodcast #vetmed #VeterinaryMedicine #VetTechLife #VetPodcast #ClientCommunication #VetClinic #OnlineReviews #VetResilience #TeamMorale
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440 episodes
MP3•Episode home
Manage episode 482733862 series 3380087
Content provided by Dr. Ernie Ward & Beckie Mossor, RVT, Dr. Ernie Ward, Beckie Mossor, and RVT. All podcast content including episodes, graphics, and podcast descriptions are uploaded and provided directly by Dr. Ernie Ward & Beckie Mossor, RVT, Dr. Ernie Ward, Beckie Mossor, and RVT or their podcast platform partner. If you believe someone is using your copyrighted work without your permission, you can follow the process outlined here https://podcastplayer.com/legal.
What do you do when a client trashes your clinic with a negative online review, then schedules another appointment as if nothing happened? In this episode of The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, unpack the emotional and professional complexities of accepting—or refusing—returning clients who’ve publicly criticized your team. From understanding when a bad review crosses into abuse to learning how to initiate honest, respectful dialogue, this episode delivers actionable strategies for managing digital conflict, preserving team morale, and navigating tough conversations. The hosts also explore how evolving norms around online reviews have changed the client-vet dynamic, and why price complaints, while frustrating, may not always be personal. A must-listen for veterinary professionals dealing with the emotional toll of public feedback in an increasingly review-driven world. #veterinary #veterinarytechnician #vettech #veterinary #podcast #veterinarypodcast #vettechpodcast #vetpodcast #vetmed #VeterinaryMedicine #VetTechLife #VetPodcast #ClientCommunication #VetClinic #OnlineReviews #VetResilience #TeamMorale
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440 episodes
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