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LIVE Webinar

Front Office
Boot Camp

by: Terra Shastri

FEBRUARY 7, 2024




5.5 CE Credits

Sponsored by:

About the Event

February 7, 2024

Only 30 Spots Available
5.5 CE Credits

Do you want a full client schedule?
Do you want clients committed to your practice?
Do you want to exceed client expectations?

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 need’s in mind while providing the ultimate client experience!


  • 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
  • De-escalating the irate client
  • How to effectively handle disgruntled clients and turn them into raving fans

Managing the Client Experience:

  • 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

About the Speaker

Terra Shastri 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 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.

Event Pricing
(Limited to 30 Spots)








* All attendees are asked to sign into the webinar on their own computer, in a quite space by yourself. You will receive the most from this webinar if you are participating on your own.

5.5 hours available. The WSVMA is an approved source of Continuing Education in the State of Washington.

Scientific proceedings prepared by the speaker and will emailed the day prior to the webinar.

Cancellations received by January 31, 2024 will have $10 deducted for processing fees. There will be no refunds for no-shows who have not notified the WSVMA by February 3, 2024.