Dr. Andy Roark and Maria Pirita discuss a common veterinary practice problem highlighted for National Veterinary Receptionist Week: front-desk CSRs escalating nearly every client request into messages for doctors, even when answers are in the record or an appointment should be offered. They argue this is a leadership, systems, and training issue—not “lack of common sense”—and emphasize defining what front-desk success looks like, communicating purpose, and using developmental language to build confidence. They recommend empowering CSRs to find answers in the medical record, creating simple decision frameworks and triage categories, practicing through drills and call reviews, reinforcing good decisions with positive feedback, tracking metrics to measure improvement, coaching CSRs by asking what they think before answering, and eventually setting accountability expectations to reduce unnecessary escalations.Mentioned in this episode:Zoetis - Simparica TrioLearn more about Simparica-Trio!Don't Get Sued CourseLearn More about the Don't Get Sued Course!Office HoursInside the Uncharted Veterinary Community, Dr. Andy Roark hosts Office Hours where veterinary leaders can bring real-world challenges and get practical guidance from someone who understands the realities of practice life. These sessions give veterinarians, practice managers, and team leaders a chance to ask questions, workshop difficult situations, and gain perspective on issues like team dynamics, communication, burnout, and clinic operations. Instead of navigating leadership challenges alone, members get direct access to Andy’s insight along with the support of a community of veterinary professionals working through many of the same challenges.Join Dr. Andy Roark for Office Hours at the Uncharted Veterinary Community!

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