Thursday, March 22, 8:00 am - 3:00 pm
This full-day workshop is designed to equip front-line staff with the skills and tools required to keep clients happy and engaged, as well as more committed to their pet’s health. It’s open to every member of your practice team, from reception staff to veterinarians. The goal is to help staff be more confident and comfortable when communicating with clients, keeping the patient’s needs in mind. This, combined with helpful strategies and proactive methods provided will assist you and your team to offer the ultimate client experience!
You’ll be led through step-by-step processes, including:
Importance of Communication (Verbal and Nonverbal) With Clients:
Mastering the Phone:
- How your staff members communicate - everything speaks to the client!
- Key challenges faced in a veterinary practice
Gaining Commitment from Clients and Articulating Value:
- Establishing phone protocols and making a great first impression every time
- Turning information calls (i.e. phone shoppers) into appointments
Filling the Appointment Book:
- Communicating value to clients in a language they care about
- Overcoming client objections and initiating discussions
Client Service Communication:
- Evaluating current messaging strategies clinics are using
- Exploring other strategies to book appointments using proven communication methods
Creating the Ultimate Client Experience:
- Forbidden phrases when servicing clients – what to say instead
- How to effectively handle disgruntled clients and turn them into raving fans
- What clients want and what can you do about it
- Being more self-aware – realize how you come across to clients
- Measuring your clients’ experience
- How to make a difference
Megan Baylor, CVT
Education Services Coordinator
Membership Services Coordinator
Sunday, March 25 8:00 am-3:00 pm
Thriving In Your Retirement
SPONSORED BY SIMMONS EDUCATION FUND
Exiting from Ownership: Facts, Myths & Mistake Avoidance
A successful exit from ownership requires a bit of forethought. There are many details to consider beyond the price (it can vary!) and who the buyer is (there are many options!) This session will focus on what you need to know and what you should think about as you plan your path forward.
Practice Value – Fair Market Value, Investment Value, Other?
It is important to understand “value” – and how it can vary depending on the buyer – an associate? corporate? another practice? other? This session will walk through the process for a practice fair market value and then show how this can change with different buyers.
Beyond Value – Improving your practice’s health & VALUE
Statistically, over 70% of practices are not financially healthy. If this is your practice, then you have an opportunity to improve. While a practice valuation can diagnose the issues, you can also do it yourself. This session will cover the details you need to get started.
Exit Planning: Answers to Your Questions!
What questions do you have as you plan your exit? What questions should you have but you are not asking? You do not have to re-invent the wheel. Get the answers and learn from other transactions.
Speaker: David McCormick, MS, CVA, Certified Valuation Analyst, Simmons Mid-Atlantic, Boalsburg, Pennsylvania
The Five Choices to Extraordinary Productivity
The difference between sinking and soaring is our ability to make wise choices. In the FranklinCovey's 5 Choices to Extraordinary Productivity workshop, participants will learn a process, which, when followed, will dramatically increase their ability to achieve life's most important outcomes. Backed by science and years of experience, this one-day workshop will produce a measurable increase in productivity and an inner sense of fulfillment and accomplishment. This time and life management workshop will help you make the right choices as you plan for your day, week and life. Entire veterinary teams or individual professionals are welcome to attend. Even if your entire team cannot attend, you will be equipped to bring the ideas and tools to your veterinary practice and our facilitators can help. Each participant will also have a 5-week quick start follow up webinar with the facilitators and other participants to help keep you on track. You will move from being buried alive to extraordinary productivity!
Lloyd Reitz, DVM, President, Pennsylvania Veterinary Medical Association and Certified Facilitator, FranklinCovey's The Five Choices to Extraordinary Productivity
Charlene Wandzilak, CAE, Executive Director, Pennsylvania Veterinary Medical Association and Certified Facilitator, FranklinCovey's The Five Choices to Extraordinary Productivity
All 3 workshops are available to both members and non-members of PVMA. Registration includes facilitation and instruction, breakfast, breaks, and lunch.
PVMA Members: $195