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Do you want a full client schedule, committed clients, and to exceed client expectations, even in a pandemic? Don’t miss this important staff training!

  |   Continuing Education, Practice Management

Do you want a full client schedule, committed clients, and to exceed client expectations, even in a pandemic? Don’t miss this important staff training!

Back by popular demand, sign up your staff to join us on Weds., Feb. 17, 2021 for one of our most popular training programs, Front Office Boot Camp with Terri Shastri. This full day workshop (5.5 CE) equips teams with the skills and tools they need to keep clients happy and committed to their pet’s health. The goal is to help staff be more confident and comfortable communicating with clients with the client and patient needs in mind while providing the ultimate client experience.

Information covered in this important training:

Introductions

–Importance of communication (verbal and nonverbal) with clients

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

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

Managing the Client Experience During the Pandemic

–Taking control of the expectations

–Client communication effectiveness

–Using telemedicine to enhance the client experience

Creating the Ultimate Client Experience

–What clients want and what can you do about it

–Measuring your clients’ experience

–Being more self-aware – realize how you come across to clients

–How to make a difference

Terra Shastri is the Director of Business Development & Strategic Initiatives at the Ontario Veterinary Medical Association. She 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.

The program will be held online via Zoom and will provide 5.5 hours of high-quality continuing education. Registration is $149 for staff whose employer is a WSVMA member. Veterinarians and staff are welcome.

Space is limited! Sign up today!

Posted January 22, 2021