The No-Show Appointment Crisis: Why Vet Clinics Are Getting Ghosted

Veterinary teams everywhere are feeling the strain of rising no-show appointments, especially during the hectic holiday season. This episode examines why veterinary clients are ghosting more frequently and what that means for clinic schedules, revenue, and staff morale. Hosts Dr. Ernie Ward and Becky Mossor, MPA, RVT, walk through the real drivers behind no-show appointments, including financial stress, price shopping, long wait times, and the comfort some clients feel in canceling silently rather than calling the clinic. What makes this conversation useful is its practicality. The episode covers the pros and cons of appointment deposits, how to identify chronic no-show patterns, and when to adjust scheduling habits. You’ll also hear how technology can reduce missed appointments, from “safe exit” text confirmations to automated pre-visit questionnaires, and why these small tools often change client behavior in a meaningful way. For teams balancing compassion with realistic clinic operations, this episode offers a grounded look at how to protect time, maintain revenue, and reduce frustration without creating unnecessary barriers for clients. It’s an honest, solutions-focused discussion aimed at helping veterinary professionals manage one of the industry’s quieter but most persistent challenges. #veterinaryviewfinder #veterinarypodcast #vetmed #vetteam #vetlife #veterinarian #vettech #vetclinic #veterinarypractice #clientcommunication #noappointment #noshowrate #veterinarymanagement #clinicworkflow #holidayseasonvet #vetstaffsupport #veterinarybusiness #practiceowner #petcareprofessionals #veterinaryissues #ghostingclients #appointmentmanagement #vetreceptionists #veterinaryleaders #vettechlife

This week on The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, ask a timely question many teams are quietly wondering: Are veterinary clients meaner this year? As the 2025 holiday rush collides with rising costs, canceled insurance policies, and shifting social norms, many clinics are experiencing increased client frustration and emotional volatility. From Dr. Ward fielding complaints about the weather-soaked Calabash Christmas Parade to everyday price-related outbursts in vet clinics, across the country, Ernie and Beckie explore why tensions feel higher and what veterinary teams can do to stay grounded. The hosts break down the layered pressures behind client behavior: inflation hitting veterinary services harder than many other sectors, pet owners stretched thin by holiday-season spending, and a rise in sticker-shock rage. They discuss how front-desk teams absorb the brunt of accumulated hostility, why “just apologize” may be an outdated client service model, and how social media culture has made some clients eager to catch veterinary teams “messing up” on camera. Most importantly, Ernie and Beckie outline practical strategies clinics can use now, before the holiday surge peaks, to reduce conflict, empower staff, and protect well-being. From setting boundaries to validating emotions without absorbing them, this episode helps veterinary professionals enter the season with clarity, confidence, and compassion. #VeterinaryViewfinder #VetPodcast #VetMed #VeterinaryProfession #VetLife #VetProblems #ClientCommunication #VetTeam #AnimalCare #CompassionFatigue #WorkplaceWellbeing #VeterinaryCommunity #PracticeManagement #FrontDeskLife #MeanClients #ToughConversations #VeterinarySupport #VetTechLife #VetClinicLife #VeterinaryStaff #VetMedicine #PetCareProfessionals #VetTalk #BehindTheClinic #VeterinaryViewfinderPodcast

The holiday season brings joy, family, and—unfortunately—extra calories for many of our patients. This week on The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor sit down with board-certified veterinary nutritionist Dr. Martha Cline to unpack why holiday weight gain happens and how veterinary teams can help pet owners set healthier habits for the year ahead. From multi-pet household challenges to emotional feeding and environmental barriers, Dr. Cline shares practical, real-world insights that resonate with both clinicians and technicians. Veterinarians are encouraged to take and share with their clients and teams the 2025 Pet Obesity & Nutrition Opinion Survey, now open at:👉 https://www.surveymonkey.com/r/2025PetObesity Your input helps shape national understanding of nutrition trends and pet owner behaviors. In a lighter moment (pun intended), Dr. Cline also gives a behind-the-scenes look at her unexpected appearance as a toy soldier in the 2025 Macy’s Thanksgiving Day Parade, fulfilling one of Beckie’s lifelong dreams and offering a fun window into the diverse lives of veterinary professionals. Resources mentioned:https://www.dailynutritionmatters.com/

This week on The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, slow down the holiday rush to talk about something deceptively simple and surprisingly powerful: gratitude. As Thanksgiving arrives, many practice owners and managers are asking the same question: What do I do for my staff this year? Yet the podcast reveals a deeper conversation about why traditional gestures, pizza parties, gift cards, and generic thank-yous often fall flat. Beckie shares that “pizza parties are cliché these days.” Ernie and Beckie break down why authentic appreciation requires more than convenience. They explore the concept of “gratitude love languages,” encouraging leaders to notice how individual team members naturally give and receive appreciation. Through real examples, from celebrating a shy kennel assistant in a way that made her light up, to publicly acknowledging an associate veterinarian’s hard-won case success on social media, the hosts show how personalized recognition creates lasting impact. They also tackle the emerging phenomenon Ernie calls “the Great Detachment”. With fewer people job-hopping due to a tightening market, many veterinary professionals aren’t quitting; they’re disengaging. And meaningful gratitude, autonomy, and inclusion may be the antidote. This episode is a warm, insightful Thanksgiving conversation packed with practical retention strategies, leadership reminders, and heartfelt appreciation for the people who keep veterinary medicine running, especially through the holidays. #VeterinaryViewfinder #VetMed #VetLife #VeterinaryTeam #VetProfessionals #VetTechLife #VetLeaders #PracticeManagement #TeamCulture #StaffAppreciation #GratitudeInVetMed #HolidaySeasonVetMed #VeterinaryPodcast

Mistakes happen in veterinary practice, but what defines a great team is how they respond to them. This week on The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, tackle one of the toughest and most universal realities in veterinary medicine: what to do when something goes wrong. From small slip-ups to serious medical errors, Ernie and Beckie explore the importance of mindset, communication, and compassion when addressing mistakes. They outline how leaders can create a clinic culture where errors are discussed openly rather than hidden, and where accountability doesn’t come at the cost of psychological safety. Listeners will learn how to recognize when an error stems from system failure, training gaps, or human fallibility, and how to approach each one with fairness and consistency. The hosts also address how to rebuild trust, both within the team and with clients, after something goes wrong, and when a private conversation versus a public learning moment is appropriate. This episode challenges veterinary professionals to replace shame with systems thinking, silence with coaching, and fear with empathy. Whether you’re a practice owner, manager, or team member, this conversation will change the way you handle, learn, and grow from mistakes in veterinary medicine. #VeterinaryPodcast #VetMed #VeterinaryProfession #VeterinaryLeadership #ClinicCulture #LearningFromMistakes #PsychologicalSafety #VetTeamGrowth #HealthyWorkplace #GrowthMindset #VeterinarySupport

This week, Dr. Ernie Ward and Beckie Mossor sit down with Elizabeth Watson and Jane Allen Wilson from the North Carolina Victim Assistance Network for one of the most important conversations in veterinary medicine. Domestic violence affects far more veterinary professionals than most realize, yet it remains one of the least discussed workplace safety issues. Research shows that an estimated 1 in 5 women will experience some form of violence by a partner in their lifetime; chances are, someone listening is facing it right now.  Through candid discussion, the guests explain how to recognize warning signs in colleagues, clients, and even animal patients. They describe how abusers often isolate victims and use pets as tools of control, why victims hesitate to seek help, and what veterinarians and managers can do when they suspect abuse. The episode explores the practical and legal steps clinics can take, from safety planning to protective orders, to safeguard team members and their clients. This episode challenges the profession to view domestic violence as both a personal and a workplace concern, urging listeners to foster safer and more supportive veterinary environments. If someone needs confidential support, whether they need help right away or want to have someone to talk to and process with and process privately and safely, they can call, text, or chat with someone here: The National Domestic Violence Hotline: https://www.thehotline.org/ Additional resources, support, and information can be found here: - NCCADV - North Carolina Coalition Against Domestic Violence - North Carolina Victim Assistance Network: https://nc-van.org/ - National Coalition Against Domestic Violence: https://ncadv.org/do-you-think-youre-being-abused - National Network to End Domestic Violence: https://nnedv.org/get-help/more-information/ - Directory of each state and territory's state domestic violence coalitions: https://nnedv.org/content/state-u-s-territory-coalitions/ #VeterinaryPodcast #VetMed #VetClinicLife #DomesticViolenceAwareness #SupportSurvivors #SafeWorkplace #VeterinaryLeadership #MentalHealthInVetMed #VeterinaryWellbeing #VetMedStrong #DVAM2025

This week on The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, are joined by Chicago-based journalist and certified animal behavior consultant Steve Dale to discuss a surprising and underreported issue: pets incidentally exposed to pepper spray and tear gas in U.S. cities. While these cases are rare, they present serious challenges for veterinarians and pet owners alike. The hosts and Steve examine how dogs and cats can become unintended victims of crowd-control chemicals, either through direct exposure or residual contamination on fur, clothing, or outdoor surfaces. Dr. Ward emphasizes the increased risks associated with brachycephalic dog and cat breeds, even to limited exposure to the agents. They explore the respiratory, ocular, and skin effects of these agents and discuss practical treatment approaches, from immediate decontamination and eye irrigation to managing inflammation and secondary infections. Steve shares recent examples from Chicago and other communities where pets experienced mild to moderate symptoms after being caught near chemical dispersals. The discussion also highlights the importance of client education, protective measures, and emotional support for both owners and veterinary teams responding to such events. Ultimately, this episode blends clinical insight, public awareness, and compassion, reminding listeners that preparation, not panic, is the best defense when the unexpected reaches the exam room door. LINKS www.stevedale.tv https://www.cdc.gov/chemical-emergencies/pets/response.html#:~:text=1.,helps%20remove%20any%20leftover%20chemical #VeterinaryPodcast #VetMed #VeterinaryCommunity #PetSafety #ChemicalExposure #VeterinaryPreparedness #TearGasExposure #PepperSprayAwareness #VeterinaryLeadership #AnimalWelfare #SteveDale

This week on The Veterinary Viewfinder, hosts Dr. Ernie Ward and Beckie Mossor, MPA, RVT, examine the U.K. Competition and Markets Authority’s (CMA) 2024 report—a document shaking up global veterinary medicine. The CMA’s findings on pricing, ownership disclosure, and consumer trust have sparked heated debates across the profession. Ernie and Beckie explain how the CMA found clients often don’t know who owns their vet clinic, leading to confusion about costs and care. They discuss the agency’s recommendations for mandatory transparency, including requiring clinics to clearly display ownership and pricing for services such as cremation or after-hours care. Beckie highlights the public’s growing frustration with hidden fees and the pressure this places on front-desk staff, while Ernie connects the dots to corporate consolidation trends in the U.S. and Australia, where similar oversight may be on the way. Both hosts agree that transparency shouldn’t be feared—it’s a chance to rebuild client trust and showcase the value of high-quality veterinary care. This episode challenges veterinary leaders to shift their mindset: transparency isn’t a threat, it’s an opportunity. If you’re a clinic owner, technician, or manager wondering what this report could mean for your practice—or your clients—this is the episode to hear. #VeterinaryPodcast #VetMed #VetClinicLife #VeterinaryTransparency #CMAReport #PriceTransparency #CorporateVetMed #GlobalVetMed #VeterinaryLeadership #FutureOfVetMed

What does your clinic call the first 90 days of employment? A probationary period, onboarding, or something else? This week on The Veterinary Viewfinder, Dr. Ernie Ward and Beckie Mossor, MPA, RVT, challenge one of the most ingrained (and, according to our hosts, outdated) terms and concepts in veterinary employment: the “90-day probation.” Dr. Ward and Beckie unpack the emotional, legal, and psychological implications of labeling new hires as being “on probation.” They explore how the language itself can erode trust, safety, and belonging, especially for veterinary technicians and support staff who may already feel undervalued. Citing insights from thought leader Amy Newfield of Vet Team Training, they argue that onboarding should be a process of mutual trust-building and skill development, not testing or punishment. The discussion moves beyond terminology to the real heart of the issue: leadership mindset. Should employers still rely on a fixed 90-day cutoff, or should they focus on continuous feedback, structured onboarding, and open communication from day one? Whether you’re a clinic owner, manager, or new hire, this episode will change the way you think about the first 90 days, transforming it from a probationary “trial” into the foundation of a lasting, supportive workplace culture. #VeterinaryPodcast #VetMed #VetClinicLife #VetTeamTraining #Onboarding #EmployeeEngagement #PsychologicalSafety #ContinuousFeedback #HealthyWorkplace #VetWellbeing #CultureOfTrust

This week on The Veterinary Viewfinder, hosts Dr. Ernie Ward and Beckie Mossor, MPA, RVT, celebrate National Veterinary Technician Week and the fifth anniversary of the Veterinary Giving Tree, a grassroots initiative helping veterinary professionals in need. But beyond celebration, this conversation digs into what meaningful recognition really looks like, and how the profession can sustain it. Beckie reflects on the origins of the Giving Tree during COVID and how it’s become a lifeline of generosity in tough times. Together, she and Dr. Ward discuss this year’s NAVTA Vet Tech Week theme: “Pathways to Success”, exploring the many routes vet techs now take, from clinical care to education, leadership, and industry roles. They emphasize the growing need for advocacy, state-level engagement, and professional membership to ensure credentialed technicians continue to advance. The episode also challenges clinics to think beyond “pizza parties” and performative gestures, urging genuine appreciation through membership support, CE opportunities, and personal acknowledgment. Ultimately, this episode is a heartfelt celebration and a powerful call to action: to honor the past, empower the present, and invest in the future of veterinary technicians everywhere. NAVTA — National Veterinary Technician Week: https://navta.net/national-veterinary-technician-week Veterinary Industry Giving Tree: https://www.veterinarygivingtree.com #VeterinaryPodcast #VetMed #VetTechLife #NationalVetTechWeek #VetTechAppreciation #VetTechStrong #VeterinaryGivingTree #KindnessInVetMed #CompassionFatigueAwareness #VetMedCommunity #VeterinaryProfession