Turning Pain Points into Training Programs presented by Andy Roark, DVM MS
In this General Session, Dr. Andy Roark will dissect the process of identifying practice challenges, deconstructing these problems into their pieces, and then creating a flexible training program that emphasizes the most important and urgent training needs first.
Client Education Outside the Clinic
In this interactive workshop, attendees will create a custom education program for their practice that will support in-person communication and improve client understanding of practice protocols and recommendations.
Creating a Remote Team – The Lessons I Learned Along The Way presented by Brittany Alfino
Prior to COVID, Brittany and her husband Mike had begun the journey to have remote CSRs in their practice. Brittany and Mike now have their entire CSR team working remotely and don't plan on changing that once COVID goes away. Join her to discuss some of the lessons they learned along the way – the good, the bad and the ugly. Plan to discuss the reasons for wanting/needing remote team members, logistics, hiring, retention, integration into the team culture and other pieces of the puzzle as well as a game plan for how you can create remote team positions in your practice!
Cultivating the Client Behaviors You Want Through Your Marketing Efforts presented by Caitlin DeWilde, DVM
Use your marketing to subtly nudge and facilitate your clients to take the actions that benefit your practice and your team. Go beyond getting them to book that appointment, shop online or request a refill. Get them to do it in the way that is most efficient for your team and/or provides the best client experience. Make your marketing a win-win for everyone!
Inviting Clients In Without Stopping Curbside: Using Video To Create Client Experience by Craig Spinks
Flustered clients? Video might be able to help! Even a year into the pandemic, COVID’s effects on veterinary visits continue to fluster many clients – with a new round of changes likely around the corner as circumstances continue to change. In this session, we’ll explore how video can be a helpful tool for keeping clients updated and setting expectations prior to arrival. We’ll discuss types of videos that your practice can make (using equipment already available at any practice) and tips for improving those videos. This session is great for practices just getting started with video, as well as those looking to improve existing video marketing efforts.
Seeking Golden Snitches: Creating Memorable Moments at Your Hospital presented by Michael Miller, DVM
The goal of this workshop is to develop a plan to create valuable, memorable moments for your clients, your team, and yourself. After a discussion of how to capture these moments, we will use breakout rooms to help brainstorm ideas for new Golden Snitch Moments for each other to seek.
You’ve Got 99 Problems… But They All Can Be Solved presented by Stacee Santi, DVM
Henry Ford once said, “More people spend more time and energy going around problems than trying to solve them.” During this 2-hour, interactive workshop, we’ll approach workflow and business problems with a problem-solving mindset, starting with how to examine a workflow, identify opportunities, and introduce improvements. Because “if you always do what you’ve always done, you’ll always get what you’ve always got.” (Henry Ford said that too!)
To Boldly Go Where No Vet Has Gone Before by #ivetsohard presented with Caitlin DeWilde, DVM
2020 was an uncomfortable year, but with discomfort comes growth. During this inspirational general session, we’ll review our profession’s newly discovered pain points and discuss what the future holds. Where are we headed? How can we prepare for what lies ahead? Join us for a fun talk about how to get psyched for the future of vet med!
Five Things Better Than A Performance Review: How to Learn What Really Matters and Make a Bigger Difference presented by Stephanie Goss
Performance reviews are garbage. There. I said it. Your typical performance review usually 6-12 months behind, it is an inaccurate representation of how your team members are performing, and more often than not, they're a giant waste of time for you and your team. Let's call them what they really are: a massive distraction and worst of all, a demotivator.
Rating your employees on a scale of 1 to 5 or red to green, using a list of predetermined and mindless questions isn't going to give them the feedback they need to excel in or out of the office. And I can guarantee your employees hate getting those reviews just as much as you and/or your managers hate doing them. So let's talk about 5 things you can do more often that engage team members better and more deeply than even the most glowing performance review would.
Fear of Change Unmasked: How We Can Guide Teams Through Change presented by Tyler Grogan, RVT
Change hit veterinary medicine like a wave in 2020, but it’s always been a part of this profession, and that’s what makes it so interesting. The thing about trying something new is that, inevitably, it doesn’t work perfectly on the first try. This workshop will explore leading your team through the challenges of learning the 25 ways NOT to do that thing – and then empowering them to develop the resources they need, and help them see change as a process not a punishment.