Client Communication as a Practice Differentiator . . . and For Fun!

The effectiveness of communication with our clients determines their overall experience in our practices. Compliance with medical recommendations, referral of new clients, and client retention are among the high stakes consequences. In this session, we will look closely at how to craft and deliver impactful messages to clients consistently across key communication platforms, including face to face, on the phone, and through social media. Solutions to communication barriers in the midst of practice stressors, and workplace strategies to promote active listening will be offered. Ultimately, the impact of effective communication on our bottom line will take the spotlight.

Dr. Ford graduated from Washington State University’s College of Veterinary Medicine in 1979. She served companion animal patients and their caring owners for forty years, as both an associate veterinarian and practice owner. In 1999, she was honored as the Idaho Veterinary Medical Association’s Veterinarian of the Year for her work to promote public relations and practice development. The call to expand her skill and knowledge in leadership took her to Gonzaga University where in 2009 she earned her Master’s Degree in Organizational Leadership with Certification in Servant Leadership. She then returned to WSU’s College of Veterinary Medicine, joining the faculty as an Assistant Clinical Professor. Dr. Ford taught veterinary students in all four years of the curriculum, including clinical communication, leadership development, animal behavior medicine, mentorship coaching, and client relations. She has published numerous articles and spoken to veterinary audiences on the topics of team development and sustainability, feedback exchange, engagement, and communication. Currently, Dr. Ford is consulting with companion animal practices to build and sustain extraordinary teams.