Your team comes back from CE full of ideas, energy, and handouts. Two weeks later, it is as if none of it ever happened. Sound familiar? In this episode of the Uncharted Veterinary Podcast, Dr. Andy Roark and Maria Pirita tackle one of the most frustrating challenges in veterinary leadership: how to actually implement what your team learns at continuing education events. CE should spark growth, not fizzle into forgotten notes and half-finished protocols. Andy and Maria unpack why good intentions fall apart once everyone returns to the clinic and share how to set your team up for real success before, during, and after any conference. They dive into the leadership mindset that drives continuing education implementation and the systems that keep learning alive long after the plane ride home.

Want to turn CE ideas into real results? Download our free CE Implementation Facilitation Guide and help your team bring their learning back to life.

Download: https://landing.mailerlite.com/webforms/landing/k4t0d5

Uncharted Veterinary Conference 2026

Unlock 2026 like never before! If you don’t claim your spot at the Uncharted Veterinary Conference 2026 on January 16 in Orlando, you’ll watch others pull ahead while you stay stuck where you are. This is not another passive CE day. It’s a one-day, high-intensity experience designed for veterinary professionals ready to lift their anchor and steer into the boldest phase of their career. Expect interactive leadership audits, hands-on workshops with top-tier experts like Andy Roark, and game-changing connections with peers who refuse to settle for status quo. Seats are reserved exclusively for our community and they’re ticking away. Show up or get left behind. Register here: https://learn.unchartedvet.com/pages/about-uncharted-veterinary-conference-2026

Upcoming events: https://learn.unchartedvet.com/pages/events

All Links: https://linktr.ee/UnchartedVet

Do you have something that you would love Andy and Maria to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

Veterinary client communication is at a crossroads. Teams everywhere are feeling the strain of constant calls, texts, and emails from clients who expect immediate answers. The pace of communication has accelerated faster than many veterinary practices can keep up with, creating a daily challenge: how do we stay personal and present while meeting growing digital demands?

That question is at the center of a conversation between Dr. Andy Roark and Shawna Castillo on the Uncharted Veterinary Podcast, sponsored by Otto.

Shawna is the Director of Care Membership Programs at Otto and co-owner of Cement Creek Veterinary Hospital in Colorado. With more than 20 years of experience in the veterinary and animal health space, she is a leader in people, process, and technology integration. Her background spans team leadership, retention strategy, client education, and process improvement.

At Otto, Shawna helps veterinary hospitals implement tools that improve efficiency and strengthen client relationships through intentional automation. She is passionate about finding new ways to use technology to deepen the bond among pets, their people, and their veterinary teams.

This episode is brought to you ad-free by Otto!

Scribe smarter. Spend Less. When your team can focus on clients instead of keyboards, everything runs smoother: communication, continuity, compliance. Try Otto AI Scribe free for 21 days with no credit card required.

Explore the latest insights in client behavior and new client communications benchmarks from the 2025 Otto Client Engagement Report.

Ready to elevate operational efficiency and deliver a better experience for every pet owner who walks through the door? Book a demo with Otto to see the platform in action.

Upcoming events: https://learn.unchartedvet.com/pages/events

All Links: https://linktr.ee/UnchartedVet

Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag

What do you do when the veterinary feedback you’re getting feels personal, unfair, or downright mean? In this episode, Dr. Andy Roark and Stephanie Goss unpack a real letter from a mother in veterinary medicine whose daughter, a new CSR, is struggling with harsh feedback and unkind coworkers in her first clinic job. From the painful moment she was told, “I don’t like your face,” to an unsettling “I don’t care” during an emergency, Andy and Stephanie explore how to tell the difference between helpful feedback and toxic communication. They dive into how leaders can model emotional intelligence, why not all feedback deserves equal weight, and how to coach young professionals to grow stronger without losing their confidence. If you’ve ever questioned how to handle criticism, balance empathy with accountability, or create a healthier feedback culture in your veterinary team, this conversation is for you. Let’s get into this episode!

Uncharted Veterinary Conference 2026

Unlock 2026 like never before! If you don’t claim your spot at the Uncharted Veterinary Conference 2026 on January 16 in Orlando, you’ll watch others pull ahead while you stay stuck where you are. This is not another passive CE day. It’s a one-day, high-intensity experience designed for veterinary professionals ready to lift their anchor and steer into the boldest phase of their career. Expect interactive leadership audits, hands-on workshops with top-tier experts like Andy Roark, and game-changing connections with peers who refuse to settle for status quo. Seats are reserved exclusively for our community and they’re ticking away. Show up or get left behind. Register here: https://learn.unchartedvet.com/pages/about-uncharted-veterinary-conference-2026

Upcoming events: https://learn.unchartedvet.com/pages/events

All Links: https://linktr.ee/UnchartedVet

Do you have something that you would love Andy and Stephanie to discuss on the podcast? If so, send us a message through the mailbag! Submit it here: unchartedvet.com/mailbag