it’s what’s up front that counts! · it’s what’s up front that counts! monterey, ca january...

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SPECIAL THANK YOUTO OUR SPONSOR:

VETERINARY PRACTICE TEAM

TRAINING SEMINARYou’ll learn how to:• Drasticallyimprovecustomerservice• Increaseclientperceptionofvalue• Increaseloyaltyandclientbonding• Understandclientrelationships• Dealwithinternetpharmacies• Effectivelydealwithclientcomplaints• Exceedyourclients’expectations

Presentedby,Mark Opperman, CVPM

President,VMC,Inc.

VMC’s nationally acclaimedseminar is coming to a

location near you!

30792SouthviewDr.,Suite200

Evergreen,CO80439

303.

674-

8169

vmc-

inc.

com

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“Thiswasamajorlearningexperienceforourveterinarian,vettech,managerandheadreceptionist.Ittouchesoneveryaspectofveterinaryhospitalcustomerserviceandwasengaging,informativeandeye-opening.YouWILLimproveyourpractice.”- Dallas, TX

“Thisseminarisespeciallyusefulforanyclient-facingstaffmembers.Itoffersgreattipsonhowtointeractwithpetownersandkeepthemcomingback.Previously,Ididnotrealizehowmuchroomforimprovementwehad.”- Raleigh, NC

“Allclinicscanbenefitfromtheseseminars.Mr.Oppermancoverstopicsacrossallpositionsandshowshowwecanimproveourcustomerservice,in-housecommunicationandevenourmarketingandprofitability.”- Boston, MA

MarkOppermanhasbeenactivelyinvolvedinthefieldofveterinarypracticemanagementforover35years.Duringthistime,hehasconsultedthroughoutNorthAmericaandhaslecturedextensivelywithintheUnitedStates,Canada,EuropeandAsia.MarkservedasthepresidentoftheVHMAfor11

MARK OPPERMAN, CVPM

WHAT ATTENDEESARE SAYING

vmc-inc.com/the-veterinary-management-blog facebook.com/VMCINC | youtube.com/user/VMCIncorporated

years.HeisarecognizedauthorityinhisfieldandhehasservedashospitalmanagementeditorforVeterinaryEconomics.Markreceivedalifetimeachievementawardin2000fromtheVHMAandhasbeennamed“SpeakeroftheYear”bytheNorthAmericanVeterinaryConference.Heisalsotheco-authorofThe Art of Veterinary Practice Management-2ndEdition.

IT’S WHAT’S UP FRONTTHAT COUNTS!

Monterey, CA January 14 Raleigh, NC January 21 Houston, TX February 18 Atlanta, GA February 25 Oklahoma City, OK March 11 Seattle, WA April 8 Hartford, CT April 29 Detroit, MI June 3 Portland, ME June 10 Denver, CO July 22 Green Bay, WI July 29 Buffalo, NY August 5 Toronto, Canada August 12 Cleveland, OH September 30 Indianapolis, IN October 7 Ft. Lauderdale, FL November 4 Pittsburg, PA November 18 Orange County, CA December 2

vmc-inc.com (303) 674-8169

THE ULTIMATE ONE-DAYTEAM TRAINING SEMINAR

It’s What’s Up Front That Counts! isconsidered “basic training” for anyone working in a veterinary practice.

2018SEMINAR LOCATIONS

DAILY SCHEDULE

Seminars are held from 9am to 4pm.Registration and continental breakfast begin at 8am.

CONTINUING EDUCATION CREDITS

Thiscoursemeetstherequirementsfor5.5hoursofcontinuingeducationcreditforveterinarians,practicemanagersandveterinarytechniciansinjurisdictionswhichrecognizeAAVSB’sRACEapproval.NOTE:someboardshavelimitationsonthenumberofhoursacceptedincertaincategories(AAVSBRACEProviderNo.177).

vmc-inc.com/the-veterinary-management-blog facebook.com/VMCINC | youtube.com/user/VMCIncorporated

REGISTRATION INFORMATION

ONLY $225 per personSPECIAL PROMOTION -FIFTH PERSON IS FREE!Registrationislimitedandregisteringinadvanceisrecommended-spacesfillquickly!Feeincludesallworkbookmaterials,breakfast,seminarinstructionandrefreshments.Registrationfeedoesnotincludelunchorparkingexpenses.

ATTENDEES CAN REGISTER

Registration ConfirmationWithin10businessdaysofregistration,registrantswillreceiveaconfirmationreceiptwithspecificeventdetails.

Hotel InformationTheeventhotellocationandinformationisavailableonourwebsiteandwillbeprovidedonyourconfirmationreceipt.VMC,Inc.mayhaveaspecialroomratewiththehotel.Note:VMCcannotguaranteehotelroomavailability.

Cancellation PolicyYoumaycancelyourregistrationupto10businessdaysbeforetheseminar.Yourregistrationfeewillberefunded,buttherewillbea$25servicecharge.Ifyouneedtocancelfewerthan10businessdayspriortotheseminar,youmaysendasubstitutefromyourpracticeortransferyourregistrationtoanotherseminarofyourchoicewithin24months.Ifyoufailtoattendwithoutadvancenotice,yourtuitionwillbeforfeited.

• Do you know how clients determine your practice’s perception of value? Youmightthinkyouaredoingagreatjobinyourpractice,butwhatdoyourclientsthink?

• How are clients greeted when they first enter your reception area?

• What happens in the exam room? More importantly, what can we do to improve upon that process?

• Price is only an issue in the absence of value! Ifclientsarecomplainingaboutprice,itmostlikelyisnottheprice,buttheyfailtoseethevalueofyourservices.

• Communication is the key to success! We’lldiscusstheimportanceofverbal,non-verbalandwrittencommunication.

• Have conflict with clients? Want to know how to resolve it or turn that upset client into a happy client? Wecanhelp!

• You’ll receive some great templates that will help you practice smarter, not harder.

Toachievemaximumbenefit,thisseminarisintendedfortheentirehealthcareteam.Itissuggestedthatalldoctors,practicemanagers,receptionists,techniciansandassistantsattend.Attendeesreturnfromthisseminarwithaunifiedgoalandmotiviatedtoenhanceyourpractice’steamworkandproductivity.