21 FEB 23 FEB 25 FEB 28 FEB 3 MAR

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1 Veterinary Business Group Roadshow 21 FEB 23 FEB 25 FEB 28 FEB 3 MAR Perth Adelaide Melbourne Sydney Brisbane A PRACTICAL HANDS-ON DAY FOR THE WHOLE TEAM Proudly sponsored by: 6 VetEd points

2 About the VBG The Veterinary Business Group (VGB) is committed to providing an inclusive and supportive community for those working in the veterinary industry from veterinarians, to practice managers, nurses and receptionists. The purpose of our new group is to drive innovation and skills in veterinary business. VBG members enjoy a range of benefits in addition to those they enjoy as members of the only national organisation representing veterinarians in Australia. Who will attend? This interactive workshop is designed for the whole team VETS PRACTICE MANAGERS drive innovation and skills in veterinary business NURSES CUSTOMER CARE STAFF Not an AVA member? Become a VBG member and you can attend the conference at the VBG member price. Not a vet? The VBG is an open group for the broader industry and welcomes non-veterinarian members. Contact members@ava.com.au or to join now. The Roadshow offers delegates 6 hours of professional development, totalling 6 VetEd points for the day.

3 Venue and accommodation Dr Alison Lambert will be visiting 5 capital cities around Australia to talk about the importance of the customer journey and how this can be optimised through training and managing team. Perth Adelaide Melbourne Sydney Brisbane The roadshow will be commencing at Novotel Perth Langley on Tuesday 21 February. This 4-star hotel has views of Swan River and is a short walk from the centre of town. From Perth, Alison will travel to Adelaide, where she will be speaking on Thursday 23 February at the InterContinental Hotel Adelaide, situated on the River Torrens, right in the heart of the city. The Melbourne workshop will be held at Mercure Melbourne Treasury Gardens on Saturday 25 February. As the name suggests, this hotel is in the centre of Melbourne overlooking the Treasury Gardens. Sydney s Rydges World Square, is luxurious, warm and friendly and situated in a convenient central location and Alison will be hosting a workshop here on 28 February. Alison will be speaking at Mercure Brisbane on Friday 3 March. The hotel offers breathtaking views of the Brisbane River and South Bank Parklands, while being situated in the centre of Brisbane s CBD. Invited keynote speaker Dr Alison Lambert BVSc MMRS MRCVS Managing Director of Onswitch Following qualification from Liverpool University in 1989, Alison worked in practice for several years before pursuing a business career with Hills Pet Nutrition and MARS, where she discovered the passion for the customer experience that her award- winning company, Onswitch, is renowned for today. Established in 2001, Onswitch promotes customer- centred practice so pets and horses receive better care; providing research, marketing, CPD and business consultancy with an effective, innovative, straight-talking and clientled approach. Alison is a lecturer at The University of Nottingham Vet School, teaching Customer Understanding. She is published widely and regularly speaks at key international veterinary congresses and events. Visit to watch a short video with Alison and to find out more.

4 Program 21 FEB 23 FEB 25 FEB 28 FEB 3 MAR Perth Novotel Perth Langley Adelaide InterContinental Hotel Adelaide Melbourne Mercure Melbourne Treasury Gardens Sydney Rydges World Square Brisbane Mercure Brisbane 7.00am 7.30am Registration 7.30am 9.00am Breakfast: Includes open forum / panel discussion with Hills and Alison Lambert 9.00am 9.30am Welcome 9.30am 11.00am Session 1: Attracting clients why should they choose you? 11.00am 11.15am Morning tea 11.15am 1.00pm Session 2: Winning on the phone, with effective first call resolution 1.00pm 2.00pm Lunch 2.00pm 3.15pm Session 3: Delivering a superior experience in the consult room 3.15pm 3.30pm Afternoon tea 3.30pm 5.00pm Session 4: Managing your practice reputation to grow footfall through more referrals and recommendations

5 Workshop details Workshop summary: Tailoring customer care to the specific needs of different clients one attract and retain approach does not fit all! Session summaries: Throughout each of the day s four sessions, delegates will consider two scenarios: Beth and Omar are a young couple in their 20s, with Luna, a 9-week old puppy who is their first pet Kim and Stephen are middle-aged experienced dog owners and live with Hamish, a 5-year old Westie with poor skin Looking first at the theoretical considerations of attracting and retaining clients, delegates will understand what these two clients with very different needs are looking for from a veterinary practice, before applying this insight to practical delivery of an excellent customer experience for each, at every stage of the customer journey back in their own practices. 1. Attracting clients why should they choose you? This session will focus on raising awareness of your practice, and crucially, what it stands for and how it is different to others in the area. Owners will naturally choose the most convenient location, but will actively prioritise a practice with a fantastic customer experience once they know about it. We ll look both at traditional and online / social media routes to raise awareness, focusing on the fundamental need to portray your Unique Selling Point (USP) and clearly demonstrate your practice vision in every customer touch point. So, if you have a friendly and highly experienced dermatology specialist, Hamish may well be coming your way; just as a free puppy school programme run at the weekend and a comprehensive package of junior care will prove attractive to Luna s owners. 2. Winning on the phone, with effective first call resolution. Up to 90% of initial client contact happens by phone, so if your receptionists are rushed and rude these two potential clients won t make it past the phone call asking for prices. However, if your team answer the phone consistently with a smile and a genuine interest in the caller and her pet, then she is much more likely to choose you. Especially if she isn t put on hold or has to speak to an answerphone (call management and reporting systems are a must). Onswitch research finds that only 10% of owners give price as a consideration when choosing a practice, because they apportion value to the numbers. Demonstrating the many aspects of care and service that you provide will justify the cost and show potential clients why your practice is their best choice. We ll look in detail at the 5 Steps to excellent telephone care and share practical tips to help you deliver them with every client, every time. 3. Delivering a superior experience in the consult room this is what your clients pay for! Every client wants to leave the consult room feeling that they have been treated with respect and understanding and their pet has received the very best advice and care all in just ten minutes! Using a structured 7 Steps process to help you collect all the clinical, behavioural and lifestyle information and evidence needed in a short time and in a way that doesn t alienate the client is a real skill, but fortunately it s one that can be learned. This session will show you how. Thinking about Luna and Hamish and their owners, we ll explore how your practice team can work together to deliver exceptional care. There will be times when a nurse is the best person to manage the consult (puppy training, dietary management to help skin condition etc.) and great practices utilise nurse consulting appointments to maximum effect, alongside appointments with the vet as needed. 4. Managing your practice reputation to grow footfall through more referrals and recommendations. Delighted clients are your best marketing tools their recommendations are free and powerful. Encourage clients to leave testimonials on your website, give feedback ratings on Facebook and online review sites and consider a cost-neutral friend-get-friend scheme to reward both the recommender and new client. Of course, even without this encouragement they will be telling friends and family about your service (good or bad) Onswitch research finds that recommendation is the most significant way in which owners find a new practice, after convenience. And it s not just clients who talk - pet care businesses in your area will have a view on your practice, either through their own experience as owners or one they have built up from speaking with their own clients who have used you. You can positively shape this important source of recommendation by developing regular professional contact with these Key Opinion Leaders, and this session will show you how.

6 Registration Registration inclusions Early bird Standard All amounts are in Australian dollars and include 10% GST before 27 January after 27 January AVAPM / AVBA / AVA member $499 $699 Non-member $998 $1,398 Student / post grad student / 1st year graduate member $200 $200 AVA New Graduate Member $300 $300 Subsequent attendee from the same practice $349 $549 Registration Video testimonials Regrettably no refunds can be made for cancellation less than 20 days prior to the commencement of the event Accommodation is not included in registration prices Program and other event details are subject to change. AVA is not liable for any loss of expenses incurred as a result of program changes. Veterinary Business Group VBG 2016 testimonials Visit YS8ZtAHJaGSg to watch videos on VBG testimonials Conference secretariat Justin Ward Jenni Trewen Michael Ferguson Michael Mckeand VBG Manager Australian Veterinary Association ABN Unit 40, 6 Herbert Street, St Leonards NSW 2065 Australia T + 61 (02) F + 61 (02) E avapm@ava.com.au W conference.ava.com.au Australind Vets James Thomson David Neck Privacy statement The Australian Veterinary Association Ltd (ABN ) ( AVA ) respects the privacy of individuals and acknowledges that the information that you provide on the form is personal information as defined by the National Privacy Principles as set out in the Privacy Act 1988 (Cth) and the Privacy Amendment (Privacy Sector) Act Collection, use and disclosure of your personal information AVA may collect and use your personal information in order to a) process your registration; b) conduct the Conference; c) display images taken at the Conference; d) conduct customer evaluations and market research to improve the quality of our products and services (including the Conference); e) communicate with you generally in relation to our services, as well as promotional and general activities; and f) comply with our legal obligations. You acknowledge and agree that your personal information may be disclosed for the above purposes to organisations outside AVA, including a) service providers and sponsors engaged by the AVA from time to time; and b) our related bodies corporate. We will also disclose your personal information to government, regulatory and law enforcement authorities and organisations, as required or authorised by law. We may also disclose personal information where the individual consents to us doing so; consent may be written, verbal or implied from your conduct. If you would like to know more about our privacy policy and procedures or if you wish to seek access to or to request correction of any personal information we hold about you, or to optout at any time, please contact us at members@ava.com.au. Please note that for the purpose of the Conference, AVA and its events manager also intend to make your name, practice / employers and contact details available to other conference registrants and exhibitors.

7 Practice Insights Tours dates 8 June MELBOURNE 14 August NVC Mastermind Breakfast 16 February 20 April 15 June