Bad online reviews aren’t new in veterinary medicine. What’s changing is how quickly we respond, and how quickly we sometimes end the relationship by “firing” the client who posted something critical.

In the 482nd episode of The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, explore the real question behind legitimate negative reviews: when does a complaint justify firing a client, and when is it an opportunity to improve?

They unpack the difference between unsafe behavior and simple dissatisfaction, the emotional toll of public criticism, and how burnout may be shrinking our tolerance. The conversation also digs into power dynamics in medical professions, the shift from negotiation to zero tolerance, and what we lose when we default to dismissal instead of dialogue.

This episode offers practical reflection points for veterinarians, technicians, and practice leaders who want clear boundaries without sacrificing professionalism or growth.

If your clinic has wrestled with online complaints, or if your team feels emotionally drained by them, this is a thoughtful, grounded conversation worth having.

Continuing education is required for veterinary professionals’ licensure, but finding time for CE often feels impossible. In this episode of The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, speak with Dr. Andrea Freeman about a bold decision: closing her small animal practice and taking her entire team to VMX for continuing education.

Instead of sending one or two team members at a time, Dr. Freeman invited everyone. Doctors, technicians, CSRs, and part-time staff all attended. The result was more than CE credits. It strengthened communication, boosted morale, improved retention, and energized the entire practice.

Even more surprising? Dr. Freeman says her clients were supportive. With clear communication and advanced planning, she states her clinic did not lose business or trust.

If you have ever wondered whether shutting down for CE is realistic, this episode offers a practical, real-world example of how it can work and why it might be worth it.

Dog bites are more common than most people realize, and nearly all of them are preventable. This week on The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, welcome back longtime friend and Certified Animal Behavior Consultant, Steve Dale, to talk about his new children’s book, Ask the Dog, and why it may be one of the most important dog bite prevention tools veterinarians can share.

Each year, an estimated 4.5 million people in the U.S. are bitten by dogs, with hundreds of thousands requiring medical care. Steve explains why focusing only on asking the owner misses the most critical step: asking the dog. From subtle body language to displacement behaviors we routinely ignore, dogs often tell us when they are uncomfortable long before a bite happens.

The conversation explores why hugging dogs, reaching hands toward faces, and forcing interactions can increase risk, even with familiar pets. The group also discusses the powerful role veterinary technicians and veterinarians play in translating dog behavior for clients, and how early education can reshape the next generation’s relationship with dogs.

This episode is a must-listen for veterinary teams, pet parents, and anyone who believes preventing dog bites starts with listening better.

Vaccine hesitancy is no longer just about cost or convenience. In this episode of Veterinary Viewfinder Podcast, Dr. Ernie Ward and Beckie Mossor dig into why vaccine skepticism has become more emotional, more entrenched, and harder to navigate in today’s exam room.

They move past talking points and focus on what actually helps veterinary teams in real-world conversations. You’ll hear practical guidance on leading with empathy without endorsing misinformation, staying grounded in evidence, and recognizing when a debate is not a debate at all. 

The discussion also covers why consistency across the entire clinic matters, from CSRs to technicians to doctors, and how gaps in vaccine education within the team can quietly undermine trust.

This episode is especially relevant for clinics seeing more frequent vaccine refusals, rising concerns about rabies and zoonotic risk, and growing emotional fatigue around these discussions. You’ll walk away with mindset shifts, communication strategies, and concrete tools that protect patients, teams, and the profession without escalating conflict.

Happy Valentine’s Day, Viewfinders! This holiday, we want to share what we love most about the veterinary profession!

In this special Valentine’s Day 2024 podcast, hosts Dr. Ernie Ward and Beckie Mossor, RVT, MPA, reveal the most beloved aspects of working as veterinary professionals. Hey, we can buy ourselves flowers! And we can hold our own hand, too!

Viewfinders, we hope you’ll find at least a few of our favorite things about vet med to be a welcome departure from, as Beckie puts it, “The Basics.” From professional autonomy to entrepreneurship to innovation and collaboration, to our amazing clients and patients (puppies! Kittens! No, we didn’t go there…), there’s something to remind everyone why we love the veterinary profession!

Please share your thoughts on our social media @VeterinaryViewfinder or email us at VeterinaryViewfinder@gmail.com.

This week, we’re proud to introduce you to an extraordinary veterinary technician, Sam Geiling, CVT. Sam has just been named the National Association of Veterinary Technicians in America (NAVTA) Technician of the Year! Viewfinders, her journey is exceptional and sure to inspire!

Hosts Dr. Ernie Ward and Beckie Mossor, RVT, MPA, talk to Sam Geiling, CVT, and Chief of Staff for the Animal Policy Group, about her career in veterinary medicine and some of her remarkable achievements. From serving in the Navy to being a classmate of Beckie’s in vet tech school to practicing and teaching in Hawaii, to working with state legislatures and veterinary boards around the country, Sam is a vet tech force to be reckoned with! 

Viewfinders, we hope you enjoy her amazing story as much as we did! 

Are you overwhelmed by Slack, Teams, Groups, and Text work messages? Do you feel guilty when responding to a workplace thread late? Ever judge a teammate for not responding to a message? If so, welcome to the new world of 24/7/365 work messages!

In this week’s podcast, hosts Dr. Ernie Ward and Beckie Mossor, RVT, MPA, tackle the tough topic of some of the potential benefits and pitfalls of how we communicate with our veterinary clinic teams in 2024. They discuss topics from setting time boundaries to curating appropriate issues and messages to share.

Dr. Ward shares how he expects AI to help us manage the growing number of interactions and platforms. Beckie offers advice on giving yourself grace when creating personal and professional messaging guidelines.

Viewfinders, this is a re-visit of a topic we tackled nearly seven years ago when confronting after-hours telephone calls. As technology and tools have progressed, these intrusions have amplified, and the rules of engagement need to be updated.  

Training requires struggle and even failure at times. But how do we apply this principle when training veterinary medical personnel? 

In this podcast, hosts Dr. Ernie Ward and Beckie Mossor, RVT, MPA, delve into the importance of letting veterinary clinic employees struggle in order to improve. Our duo explores the concept of fostering growth through challenges, emphasizing the need for training guardrails and cultivating a culture of curiosity in veterinary clinics. 

They share tips on how allowing employees to navigate difficulties can lead to enhanced skills and resilience (“Don’t always jump in!”). They reveal strategies for implementing effective training frameworks while maintaining a supportive environment that encourages curiosity and continuous learning. 

Viewfinders, we hope you enjoy this discussion on the vital balance between providing guidance and allowing room for struggle in a safe and effective manner, ultimately promoting professional development in the veterinary industry.

What happens when you promote a staff member to a new position or role and it doesn’t work out? What if the staff members want to return to their previous positions? How do we successfully expand our team members’ roles, responsibilities, and duties and “promote from within?” Viewfinders, we’ve got a lot to discuss in this episode!

Hosts Dr. Ernie Ward and Beckie Mossor, MPA, RVT, tackle the tough topic of job promotions gone bad. More importantly, our podcasters provide you with a variety of ways to support, coach, and set yourself or your employees up for success in transitioning to a new job position.

The podcast begins with a real-life question Dr. Ward recently received about handling a veterinary technician struggling after being promoted to clinic manager. The veterinary practice owner feared she’d have to fire the employee after she failed to succeed in management. Our hosts have a lot to say about this, as well as tips for avoiding this sort of dilemma.

Beckie shares how to handle the potential vacancy left behind when you promote a staff member. Preparation, planning, and communication are critical elements of a successful job transition and promotion-from-within scenarios.

Viewfinders, there’s a lot to learn in the podcast about helping people succeed in your practice. Please share your thoughts and experiences with us on our Facebook or Instagram pages or email us at veterinaryviewfinder@gmail.com.

#veterinary #veterinarytechnician #veterinary #podcast #veterinarypodcast #vettechpodcast #vetpodcast

Happy New Year, Viewfinders! This week, we have a special expert guest to offer advice and strategies for setting - and achieving - our New Year’s Resolutions!

Hosts Dr. Ernie Ward and Beckie Mossor, MPA, RVT, are joined by special guest Rebecca Newman, PsyM, CVT, RVT, the Wellbeing Coordinator, for the Veterinary Technology Program at Appalachian State University, to unravel the secrets of setting achievable New Year resolutions for veterinary teams, vet professionals, and personal goals. 

Discover practical strategies to navigate career aspirations and prioritize self-care with Rebecca's expert guidance. Uncover the keys to unlocking personal and professional success while gaining valuable insights from the dynamic trio. 

Tune in to the last Veterinary Viewfinder episode in 2023 (#369!) for an engaging conversation that resonates with veterinary team members across all age groups, offering a roadmap to a fulfilling and balanced year ahead. Don't miss out on this empowering blend of veterinary wisdom and personal growth tips!

Ho Ho Ho! Merry Christmas! This week, we continue our annual Veterinary Viewfinder tradition of bringing you a special veterinary rendition of “’Twas the Night Before Christmas.”

Hosts Dr. Ernie Ward and Beckie Mossor, MPA, RVT, read Beckie’s poem that describes an all-too-familiar scenario for those of us who work in veterinary clinics!

We hope you enjoy this fun retelling of a holiday standard!

Check out the full lyrics at https://www.drernieward.com/veterinaryviewfinder

It's the season of expectations! In this episode, we delve into the crucial topic of managing expectations within veterinary clinics. We address common scenarios, such as dealing with a new graduate who might be spending an extended amount of time in the exam room while questioning if our expectations are realistic and exploring ways to improve efficiency. 

Additionally, we tackle the challenge of colleagues who may be struggling to meet their responsibilities or display the necessary skills. How can better communicating our expectations help them succeed and decrease our frustration?

Hosts Dr. Ernie Ward and Beckie Mossor, MPA, RVT, examine the fundamental role of expectations in shaping our interpersonal interactions. They explore the significance of expectations as the foundation for how we relate to one another and offer insights into building stronger connections with colleagues. They tackle the intricacies of expectations, providing their experience and perspectives on fostering more robust and positive relationships in your work environment.

Throughout the discussion, they emphasize the importance of distinguishing between realistic and unrealistic expectations and provide insights on effectively communicating expectations, especially when it comes to performance reviews and reprimands. 

Viewfinders, we’d love to hear your thoughts on how you manage and communicate your expectations in your clinic!

VeterinaryViewfinder@gmail.com or Facebook and Instagram!