May 21, 2017 10:30am–4:30pm Renton, WA 6 CE Credits  Join Wait List

Day 1:  Saturday, May 20 session is FULL Day 2:  Sunday, May 21 session is FULL.

DO YOU WANT A FULL CLIENT SCHEDULE?

DO YOU WANT CLIENTS COMMITTED TO YOUR PRACTICE?

DO YOU WANT TO EXCEED CLIENT EXPECTATIONS?

  • Turn phone shoppers into clients
  • Overcome client objections creating better pet health
  • Gain clients for life by effectively handling client complaints
  • Gain client compliance by speaking to clients in a language they care about
  • Turn phone shoppers into clients
  • Overcome client objections creating better pet health
  • Gain clients for life by effectively handling client complaints
  • Gain client compliance by speaking to clients in a language they care about

Terra Shastri

Consultant & Speaker Manager of Business Development
Ontario Veterinary Medical Association

Teaching and building a client-centric culture is Terra’s passion. With over 25 years experience inspiring multi- disciplinary teams to deliver an amazing client experience, Terra knows how to energize staff and get them motivated to provide “WOW” experiences. Knowing that every detail speaks to a client, she encourages people to look at everything through the lens of the client and provides team members with effective communication tools that improve client commitment and overall satisfaction ensuring client retention.

Terra holds a degree in Communication Studies, a diploma in Business Administration from Wilfrid Laurier University and is a graduate of the Walt Disney Institute (School of Leadership). Before joining the Ontario Veterinary Medical Association as the Practice Management Advisor in 2008, Terra spent 20 years helping small businesses better market their services, improve client service, increase revenues, improve staff retention and manage change. She also managed 17 teams and was responsible for staff training & development while meeting aggressive business objectives. Currently, Terra holds the position as Ontario Veterinary Medical Association’s Manager of Business Development.

Terra created the hugely popular JumpStart! Boot Camp workshop series. JumpStart! Boot Camp was created in 2011 to help veterinary teams improve their approach to client service and communication.

Throughout the workshop, Terra gets staff to understand service from the client’s perspective while helping build the ultimate client experience using relationship building opportunities and communication of value.

Terra also shares proven strategies to keep the appointment book filled. Feedback from participants include: “Great Job! Loved the workshop! I’ve already started applying some of the tips and tricks discussed during the presentation in my daily interactions with clients”, “The entire day was great. Best seminar ever. Very interactive, relevant and engaging”, and “ I learned so much and I can’t wait to start using it with my team. It was time and money well spent. I feel very optimistic and inspired after the boot camp – thank you!” Terra also created a Mystery Phone Shopper service resulting in a valuable report delivered to management teams. As a result, she is on a mission to educate front line staff on how to handle these calls more effectively and turn shoppers into clients. Terra is responsible for assisting with the economic research conducted with veterinary hospitals across Canada and the U.S. in addition to providing consultation services to hundreds of clinics, while also conducting career coaching sessions with veterinarians.

Terra is the regular contributor to several veterinary publications across North America with her WOW Factor and practice management articles – focusing on the client experience, communication, marketing, management and compliance.

Terra is also a proud pet owner to three dogs which she insists enable her to have the opportunity to step in the client’s shoes on a regular basis (so technically they provide great client experience research!)

Topics

Sunday, May 21, 2017 10:30am–4:30pm

10:00am

Registration Desk Opens

Get into the event early and beat the rush.

Building C, Foyer
10:30am

INTRODUCTIONS

+ Importance of communication (verbal and nonverbal) with clients

Building C, Room 101

THE PHONE

+ Making a great first impression every time
+ Establishing phone protocols
+ Turning information calls (i.e. phone shoppers) into appointments

GAINING COMMITMENT FROM CLIENTS AND ARTICULATING VALUE

+ Communicating value to clients in a language they care about
+ Overcoming client objections and initiating discussions

GAINING COMMITMENT FROM CLIENTS AND ARTICULATING VALUE

+ Communicating value to clients in a language they care about
+ Overcoming client objections and initiating discussions

FILLING THE APPOINTMENT BOOK

+ Evaluating current messaging strategies clinics are using
+ Exploring other strategies to book appointments using proven communication methods

CLIENT SERVICE COMMUNICATION

+ Forbidden phrases when servicing clients – what to say instead
+ How to effectively handle disgruntled clients and turn them into raving fans

CREATING THE ULTIMATE CLIENT EXPERIENCE

+ What clients want and what you can do about it
+ Measuring your clients’ experience
+ Being more self-aware – realize how you come across to clients
+ How to make a difference

Location

Renton Technical College
3000 Northeast 4th ST
Renton, WA 98056
Bldg C, Room 101
Blenco Auditorium

Parking is free on campus

Get Directions
Pricing & Discounts
  • $149/ person
  • Practice Manager (Member)
    • Practice Manager:   $149
      *Office Staff:   $149
    • Early-Bird pricing through 4/28/17. Member pricing is $179 after 4/28/17.
  • Join Wait List
  • $219/ person
  • Practice Manager (Non-Member)
    • Practice Manager:   $219
      *Office Staff:   $219
    • Early-Bird pricing through 4/28/17. Non-Member pricing is $249 after 4/28/17.
  • Join Wait List

*At least one supervisor must attend with staff. Practice owner must be a WSVMA member for office staff to qualify for member pricing.