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IMPORTANT CE INFO FOR OWNERS & MANAGERS — DO NOT DISCARD SPECIAL THANK YOU TO OUR SPONSOR: VETERINARY PRACTICE TEAM TRAINING SEMINAR You’ll learn how to: • Drastically improve customer service • Increase client perception of value • Increase loyalty and client bonding • Understand client relationships • Deal with internet pharmacies • Effectively deal with client complaints • Exceed your clients’ expectations Presented by, Mark Opperman, CVPM President, VMC, Inc. VMC’s nationally acclaimed seminar is coming to a location near you! 30792 Southview Dr., Suite 200 Evergreen, CO 80439 303.674-8169 vmc-inc.com YOUR PREMIER VETERINARY CONSULTING TEAM AND PARTNERS FOR SUCCESS! “This was a major learning experience for our veterinarian, vet tech, manager and head receptionist. It touches on every aspect of veterinary hospital customer service and was engaging, informative and eye-opening. YouWILL improve your practice.” - Dallas,TX “This seminar is especially useful for any client-facing staff members. It offers great tips on how to interact with pet owners and keep them coming back.Previously, I did not realize how much room for improvement we had.” - Raleigh, NC “All clinics can benefit from these seminars. Mr.Opperman covers topics across all positions and shows how we can improve our customer service, in-house communication and even our marketing and profitability.” - Boston, MA Mark Opperman has been actively involved in the field of veterinary practice management for over 35 years. During this time, he has consulted throughout North America and has lectured extensively within the United States, Canada, Europe and Asia. Mark served as the president of the VHMA for 11 MARK OPPERMAN, CVPM WHAT ATTENDEES ARE SAYING vmc-inc.com/the-veterinary-management-blog facebook.com/VMCINC | youtube.com/user/VMCIncorporated years. He is a recognized authority in his field and he has served as hospital management editor forVeterinary Economics. Mark received a lifetime achievement award in 2000 from the VHMA and has been named “Speaker of theYear” by the North American Veterinary Conference. He is also the co-author of The Art of Veterinary Practice Management - 2nd Edition. IT’S WHAT’S UP FRONT THAT COUNTS!

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Page 1: IT’S WHAT’S UP FRONT THAT COUNTS! · IT’S WHAT’S UP FRONT THAT COUNTS! Monterey, CA January 14 Raleigh, NC January 21 ... Orange County, CA December 2 vmc-inc.com (303) 674-8169

IMP

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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

YOU

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MIE

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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!

Page 2: IT’S WHAT’S UP FRONT THAT COUNTS! · IT’S WHAT’S UP FRONT THAT COUNTS! Monterey, CA January 14 Raleigh, NC January 21 ... Orange County, CA December 2 vmc-inc.com (303) 674-8169

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.


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