Tyler Grogan is a Certified Veterinary Technician with experience in a variety of practices. She has worked on the floor in specialty, emergency and general practice and as a marketing manager. Currently, she is working as a marketing manager for the Uncharted Veterinary Conference. A long-time theme park enthusiast, a chance conversation with an engineer exposed her to the concept of Queue Theory, and the math and psychology behind how theme parks manage wait times. Her passionate mindset for innovation in vet medicine was immediately excited by the idea that Queue Theory could be applied in the veterinary setting. As a speaker, Tyler enjoys exploring the ways we can make experiences in veterinary medicine better for everyone.
ABOUT TYLER'S PRACTICE OWNER SUMMIT SESSION
Are They Willing To Wait For It? Making Long Wait Times Work For Your Team
In this workshop, attendees will have the opportunity to brainstorm ways to improve the client experience of waiting for services in their practice. It will help them set clearer expectations for themselves so they can set clearer expectations for their clients and avoid miscommunications and conflict for their team. This topic is an unexplored world of research and information that can benefit veterinary medicine and has been applied for over 100 years to other service industries. Three main learning objectives include: learning how people perceive wait times and ways to manage expectations, the effects of managing queues well in a business (for the team and the bottom line), and exploring ways to apply the research to a veterinary practice.