307 - Training On 'Emotional Intelligence' Is The WRONG Way To Fix Your Client Service Problem

The Uncharted Veterinary Podcast

A Practice Manager is struggling with younger team members' reactions to client disagreements. The leader is frustrated with the team’s hypersensitivity to client interactions, particularly around money and customer service, which is resulting in feedback that the practice feels cold and transactional. In this episode of the Uncharted Veterinary Podcast, Practice Management Super Nerd, Stephanie Goss and Dr. Andy Roark explore how to shift the team’s culture towards empathy and understanding, while also addressing issues of emotional intelligence, client interactions, and accountability. They emphasize the importance of avoiding generational stereotypes and focus on actionable strategies to create a supportive, client-centered environment. Let's get into this episode!