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SAVETCON invites you to their event

Creating a better business by doing a few things differently

About this event

“Covid as a catalyst for change. Creating a better business by doing a few things differently”

The coronavirus pandemic threw up huge challenges for everyone working in the veterinary profession – it made us change the way we do things, whether we wanted to or not. And whilst this may have caused much stress at the time, many of the changes we had to implement in order to keep our teams and our clients safe have delivered tangible business benefits. So much so that there are things we now do at the ‘average’ practice that we ought to keep doing. At the same time, letting go of some things we used to do back before Covid, many of which we were only doing because we’d always done them!

If you’re attending this webinar, you’re still working in practice, so first of all, well done on surviving the last year! Now it’s time to move past just surviving, and move towards thriving, building on the Covid catalyst that brought about five years of change in less than one.

In this session we’ll review the veterinary business model, looking at key steps you can take in your practice to maintain momentum and deliver a consistently excellent customer experience, alongside keeping the team motivated and patients well cared for. We’ll share tools and techniques to smooth the customer journey to and through your practice, focusing on three crucial touchpoints where your reputation is made or eroded:

  • First contact resolution (optimising web chats, social media and apps)
  • First call resolution (handling inbound calls with empathy and efficiency)
  • First consult resolution (face-to-face or via video call, learn the 7 Steps to great client communication and gold standard care)

About our speaker

Alison Lambert BVSc CMRS MRCVS – Onswitch Founder

A Yorkshire farmer's daughter, Alison qualified as a vet from Liverpool University in 1989. She worked in practice for several years before pursuing a career with Hills Pet Nutrition and MARS, discovering the customer experience passion that led her to establish Onswitch in 2001.

Alison is Honorary Associate Professor at Nottingham University's School of Veterinary Medicine and Science. She is published widely, regularly speaks at key international veterinary congresses and events, and was given the AVA's Veterinary Business Thought Leader award in 2019 and the RCVS Impact award in 2021.

Thursday 24 June | 19h30-20h30

We are excited to see you all online in June.

Stay safe,

The Hill's Pet Nutrition Team

Hosted by

  • Guest speaker
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    Dr Alison Lambert Founder @ Onswitch

    Alison worked in worked in practice for several years before pursuing a career with Hills Pet Nutrition and MARS, discovering the customer experience passion that led her to establish Onswitch in 2001. She is published widely, regularly speaks at key international veterinary congresses and events...

  • Guest speaker
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    Dr Guy Fyvie Professional and Veterinary Affairs Manager @ Hill's Pet Nutrition South Africa

    Technical support for Hill’s team (sales and marketing) and Veterinary clients. Organising and providing CPD for Veterinarians and Nurses. Small Animal Clinical Nutrition training/info for Vet and para-vet students, Vets and Para-vets, Key Thought Leaders, Hill’s team.

  • Team member
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    Brigid Goudie Professional Veterinary Affairs Specialist @ Hill's Pet Nutrition South Africa

    Brigid qualified as veterinary nurse in 1994 & worked in welfare & private practice including exotic, behaviour & emergency medicine specialist clinics before joining Hill's. Brigid has a passion for providing excellent & relevant CPD and support for the veterinary profession.