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Footfall 2018 Spring

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<strong>Spring</strong> <strong>2018</strong><br />

Welcome to the latest issue<br />

of <strong>Footfall</strong> available online<br />

Videos<br />

Interviews<br />

Interactive stuff<br />

onswitch.co.uk<br />

#TeamOnswitch


Hello and welcome to the latest<br />

issue of <strong>Footfall</strong>.<br />

Onswitch is guided by five values that shape how we do business:<br />

Inspiring<br />

Passionate<br />

Honest<br />

Innovative<br />

Collaborative<br />

Sometimes being honest gets us on the wrong side of others, but increasingly as we<br />

talk to colleagues at every stage of their veterinary careers it's obvious that standing up<br />

for what we believe to be right is more important than ever. Vets are frequently<br />

over-worked, nurses are undervalued and the customer care teams all too often still aren't<br />

recognised for their vital contribution to the customer experience.<br />

We think things have to change.<br />

There has to be a better way.<br />

Our profession simply isn't sustainable when mental health concerns are growing,<br />

the numbers leaving practice are increasing and so many of you don't even get a<br />

lunch break.<br />

We don't have all the answers, and we don't have a magic wand, but we promise<br />

to continue speaking your truth to those who can change things.<br />

And honestly, we couldn't do it any other way.<br />

With very best wishes from #TeamOnswitch<br />

2<br />

PhD Progress 4 7 Steps 8-9


team<br />

news<br />

We were sad to say<br />

goodbye to our Index<br />

Coordinator Penny<br />

(and her lovely Lab<br />

Digger) at Christmas -<br />

Penny has moved on to<br />

pastures new working for<br />

the government, helping<br />

to tackle the thorny issue<br />

of managing Brexit!<br />

Meanwhile...<br />

Norbert has joined #TeamOnswitch to<br />

take on the pivotal role of Index<br />

Coordinator:<br />

“I moved to the UK from<br />

Hungary when I was<br />

fairly young, finished<br />

secondary school in<br />

Grantham and<br />

completed higher<br />

education in<br />

Nottingham, although I<br />

have also lived in<br />

London for a little<br />

while. For most of my adult life I worked in<br />

hospitality, and I am enjoying the<br />

opportunity to do something different now<br />

with Onswitch, even though it can be a<br />

little challenging sometimes! Outside of<br />

work I enjoy motorcycle riding, exploring<br />

new places and going to the cinema.”<br />

Learning without Landfill<br />

Onswitch is proud to support this new<br />

campaign for greener CPD. We'll be<br />

asking all exhibitors at Cx Congress to<br />

reduce waste, increase recycling and<br />

minimise single-use plastics (and of<br />

course taking the same steps ourselves).<br />

You can find out more about this<br />

inspiring campaign, and the simple<br />

steps you can take to reduce<br />

waste in your practice,<br />

through the Facebook group,<br />

'Learning Without Landfill'.<br />

Onswitch proud to be a member of<br />

The Breastfeeding Network<br />

We're all about getting the little things<br />

right, so when we heard from colleagues<br />

in the veterinary sector about some of<br />

the challenges of juggling motherhood<br />

with CPD, we decided to act. It can be<br />

difficult for nursing mothers to find<br />

space at congresses for feeding, and so<br />

we're delighted to confirm that the<br />

venue for our annual Cx Congress, the<br />

De Vere East Midlands Conference<br />

Centre, is a member of The<br />

Breastfeeding Network's 'Breastfeeding<br />

Friendly' scheme. As are we!<br />

You can find out more at<br />

www.breastfeedingnetwork.org.uk<br />

2017 Review 12 VetLed 14-15 Your Customers 16-17<br />

3


PhD progress<br />

<strong>Footfall</strong> blog January <strong>2018</strong><br />

As always, I’ve had a very busy<br />

few months since my last blog<br />

with lots of news to share with<br />

you all.<br />

Things are finally starting to come together<br />

with the last study of the PhD now<br />

underway; I am video-recording<br />

consultations and analysing them to assess<br />

the communication style and decision<br />

making process. I am comparing this with<br />

client and vet satisfaction with the consult<br />

and whether there has been full adherence<br />

with dispensed medications. I am still<br />

looking for more practices to participate in<br />

this study – If you’re interested, or want to<br />

find out more, you can email me<br />

(louise.corah@nottingham.ac.uk) or speak to<br />

Onswitch HQ who can put you in touch.<br />

I am lucky enough to be able to present some<br />

of my focus group work at two separate<br />

conferences in the coming months. The first<br />

is the International Conference on<br />

Communication in Veterinary Medicine<br />

which is being held in Toronto, Canada in<br />

March. I will be speaking about making<br />

decisions in the consultation and about how<br />

contextual factors affect the consult. In<br />

addition, I will be presenting my findings on<br />

euthanasia consults as a clinical research<br />

abstract in the Canine General Practice<br />

stream at BSAVA<br />

congress in<br />

Birmingham on<br />

the morning of<br />

Thursday 5th April – do come along if you<br />

want to hear what vets and clients have said<br />

about these very important, and sometimes<br />

difficult, consultations.<br />

And finally, I am starting to put my talk<br />

together for this year’s Cx Congress where I<br />

will be talking<br />

about what makes a<br />

good consultation<br />

from a pet owners<br />

perspective. I will be using findings from my<br />

research to give you an insight into the<br />

customer’s consult experience. Find out what<br />

they said, what they expect and what they<br />

need from the consultation and their vet.<br />

Customer Experience Matters<br />

As always, I’d love to hear from you.<br />

You can find me on twitter @louisecorah<br />

4


Walking the talk<br />

- Onswitch's values in action<br />

In the third of an occasional<br />

series exploring our values<br />

in action, we give you:<br />

Innovative!<br />

Back in September, Sophie attended the<br />

RCVS Innovation Symposium at The<br />

Shard after a key #TeamOnswitch member<br />

was named as one of the ten winners in a<br />

social media competition to find veterinary<br />

surgeon and veterinary nurse innovators<br />

working across the UK.<br />

Alison was recognised for the inspiring,<br />

game-changing and resourceful way in<br />

which she leads us to challenge the status<br />

quo and deliver practical solutions to the<br />

everyday challenges facing veterinary<br />

practices. Where there's a will there's a<br />

way - if practices struggle to find the time<br />

and funds to send the whole team for<br />

customer care training, we can bring it to<br />

you on Bertha, a custom-built bus. Or<br />

provide CPD streaming online, all the time<br />

via www.cxclub.care, so busy practice<br />

teams can access training and development<br />

modules when it's convenient.<br />

Talking to the press, Alison was keen to<br />

point out that the award belongs to the<br />

whole team,<br />

"Innovation is one of our five values here<br />

at Onswitch, and so everything we do is<br />

underpinned by a desire to make things<br />

happen. We look for new<br />

opportunities and alternative<br />

solutions, rather than barriers<br />

and problems and we find that<br />

there's always an answer if you<br />

want to find it. It's crucial that<br />

we look for innovation outside of<br />

technology too - establishing<br />

new processes can solve old<br />

problems just as well as<br />

automating them.<br />

I'm thrilled to receive this<br />

recognition on behalf of<br />

#TeamOnswitch, it's really good<br />

to see folks who do stuff and<br />

take risks being acknowledged.<br />

Now I'd like need to see a few<br />

more in our profession stepping<br />

up to crack on, and fewer of<br />

those who just talk the talk."<br />

5


6<br />

Hello and welcome to the latest<br />

issue of <strong>Footfall</strong>.<br />

Onswitch is guided by five values that shape how we do business:<br />

Inspiring<br />

Passionate<br />

Honest<br />

Innovative<br />

Collaborative<br />

Sometimes being honest gets us on the wrong side of others, but increasingly as we<br />

talk to colleagues at every stage of their veterinary careers it's obvious that standing up<br />

for what we believe to be right is more important than ever. Vets are often over-worked,<br />

nurses are undervalued and the customer care teams all too often still aren't recognised<br />

for their vital contribution to the customer experience.<br />

We think things have to change.<br />

There has to be a better way.<br />

Our profession simply isn't sustainable when mental health concerns are growing,<br />

the numbers leaving practice are increasing and so many of you don't even get a<br />

lunch break.<br />

We don't have all the answers, and we don't have a magic wand, but we promise<br />

to continue speaking your truth to those who can change things.<br />

And honestly, we couldn't do it any other way.<br />

With very best wishes from #TeamOnswitch<br />

Onswitch<br />

Home and Away<br />

Canada<br />

At the end of January Alison jetted off to<br />

Toronto to deliver a full-day programme<br />

at the annual Ontario Veterinary<br />

Medicine Association Congress.<br />

Covering a series of five Practice<br />

Management sessions pulling together<br />

'Lessons from across the Atlantic', Alison<br />

was warmly welcomed into the sub-zero<br />

temperatures to present the results of<br />

three months of Onswitch Index calls.<br />

100 calls each month were made to<br />

practices across Canada, in both English<br />

and French. With a population half of<br />

the UK's, and a population density 100x<br />

smaller, whilst the country seems very<br />

different, the trends observed mirrored<br />

those found in the UK (more of which on<br />

page 12!)<br />

Finland<br />

Just as most people were winding down<br />

for Christmas, on the coldest, snowiest<br />

day of the year, Onswitch travelled to<br />

Finland - where there was certainly no<br />

shortage of snow! Alison delivered a full<br />

day of Customer Experience sessions at<br />

the Finnish Veterinary Congress in<br />

Helsinki, sharing practical tools to help<br />

vets and nurses improve communication,<br />

shaped from academic findings and<br />

Onswitch's own extensive research.<br />

Key themes included the importance of<br />

first call and first consult resolution, the<br />

role of practice values in motivating the<br />

team and engaging clients, and the need<br />

for a focus on both people and process.<br />

As is always the case with Alison's talks,<br />

each session was packed full of real<br />

world examples from within the<br />

veterinary sector as well as from retail,<br />

leisure and hospitality. Feedback from<br />

the delegates was overwhelmingly<br />

positive, and they left each session<br />

armed with three simple, but effective,<br />

actions to put in place the next day back<br />

in practice. Great to see a separate POM<br />

medicines exhibition for vets only too.


Liverpool Student<br />

Communications Congress<br />

January 6th-7th <strong>2018</strong><br />

Alison began the year back at her<br />

old university, meeting some<br />

fantastic future colleagues and<br />

sharing business and customer<br />

insights. Her full-day interactive<br />

workshop explored the importance<br />

of clear and consistent communication<br />

at every stage of the Customer<br />

Journey as clients find, choose, use<br />

and recommend a practice.<br />

The day focused on mastering two<br />

simple, but highly effective,<br />

communication tools to help future<br />

vets engage with clients at two key<br />

touch points: over the phone<br />

(5 Steps) and in the consult room<br />

(7 Steps).<br />

You can find out more about these,<br />

and book onto practical courses<br />

running throughout <strong>2018</strong> across the<br />

UK, at www.onswitch.co.uk.<br />

BSAVA Webinar,<br />

20th December 2017<br />

Onswitch trainer and practising<br />

RVN Helen delivered a great<br />

webinar session for BSAVA<br />

members back in December,<br />

covering the process of setting up<br />

and running Nursing clinics. Helen<br />

is a passionate advocate of nursing<br />

clinics and regularly shares her<br />

experience and skills onboard<br />

Bertha for the VN consulting<br />

course.<br />

AHDA Congress,<br />

18th-19th January<br />

<strong>2018</strong><br />

Onswitch is all about<br />

customer-centred<br />

practice, within all<br />

areas of the animal<br />

health sector. So we<br />

were delighted to be<br />

asked along to the<br />

AHDA communications day, for an<br />

Alison 2 co-production with our Alison<br />

Lambert and Dr Alison Pyatt from<br />

Harper Adams University. The two<br />

spoke about the role of clear and<br />

consistent communication - a message<br />

that should be all too familiar to those<br />

of you working in veterinary practice!<br />

Find out more and book your place at:<br />

http://www.onswitch.co.uk/training/nurse-consulting-7-steps/<br />

7


7 Steps<br />

in the right direction<br />

Some of our readers<br />

will know that we<br />

work closely with<br />

Nottingham Vet<br />

School, regularly<br />

hosting BEMS<br />

placements for fourth<br />

and fifth years.<br />

Newly qualified vet Amy<br />

Stamp was one such BEMS<br />

student, and as a practising<br />

vet she now blogs regularly<br />

about her experiences.<br />

We were delighted to be the subject of a<br />

recent blog, and whilst we didn't ask<br />

Amy to write this, she has given us<br />

permission to replicate her thoughts<br />

here:<br />

"7 Steps Consult Skills is aimed<br />

at vets who consult (so most of<br />

us!) and is derived from the<br />

Calgary Cambridge model for<br />

medical interviews. This model<br />

is evidence-based and is taught<br />

in the majority of vet schools<br />

including Nottingham.<br />

Before we looked at the 7 Steps<br />

we discussed the importance of<br />

communication in practice, soon<br />

stumbling on our first theme for<br />

the big purple whiteboard:<br />

“medicine is the same,<br />

communication is different.” One<br />

of the attendees was a vet from<br />

Poland who has practised both in<br />

the UK and her home country, and<br />

talked of how practice differed<br />

between the two. The diseases and<br />

treatments are almost identical,<br />

but the client/vet relationship is<br />

quite different. This too is true<br />

between UK practices – if we<br />

8


consider equal clinical standards,<br />

what ultimately matters is the<br />

customer’s experience.<br />

We discussed the 7 Steps, taking<br />

a few moments to think about<br />

what we do now in our consults<br />

and identify areas of strength<br />

and weakness. I felt that building<br />

rapport was my strongest area,<br />

whilst I struggled most with how<br />

to verbalise and phrase my<br />

clinical recommendations. We<br />

soon found our second theme:<br />

“we can’t do anything for the pet<br />

unless the owner is on board.”<br />

What’s most exciting is that<br />

Onswitch’s recommendations are<br />

all evidence-based. There is no<br />

guesswork, no opinions, just real<br />

research into the client<br />

experience. Highlights of course<br />

were short videos punctuating<br />

the theory. Ranging from<br />

post-consult interviews with<br />

everyday clients, to<br />

reconstructions of what not to do<br />

when consulting, these really<br />

brought the message home and<br />

helped us see the veterinary<br />

consultation from the client’s<br />

perspective. I cringed as I<br />

realised where my bad habits<br />

were already developing, just six<br />

months into practice. Going back<br />

to work the next day I couldn’t<br />

wait to put changes into<br />

practice. I was suddenly hyper-aware<br />

of my communication. I changed the<br />

position where I stood in the room,<br />

prepared more thoroughly with client<br />

hand-outs, otoscope heads, and<br />

drawn-up vaccines. I introduced<br />

myself by name and paid more<br />

attention to my body language. Next<br />

week I’ll start to work on better<br />

explaining the value of the diagnostics<br />

or treatments I’m recommending. 7<br />

Steps Consult Skills was such a<br />

worthwhile experience, and I would<br />

recommend it to any vet – whether six<br />

months or sixteen years into practice.<br />

Everyone can learn something. The<br />

better we communicate the better<br />

medicine we can practise, and the<br />

better medicine we practise the more<br />

pets we can keep healthy and happy."<br />

You can read more from Amy at<br />

https://illcreaturesgreatandsmall.wordpr<br />

ess.com/<br />

And if, like Amy, your busy schedule and<br />

desire to 'crack on' means you can’t wait for<br />

Bertha to come to your town, you might like<br />

to know that we can always put a course on<br />

at Onswitch HQ. The train links to Grantham<br />

are very good, just so you know...<br />

9


NEW: Cx Live<br />

A two-day practice workshop<br />

Train, Measure, Manage and Inspire<br />

your team<br />

New for <strong>2018</strong>, Cx Live is a<br />

two-day interactive<br />

practice workshop from<br />

Onswitch, packed with<br />

evidence and bespoke training<br />

to help your team deliver a<br />

superior customer experience.<br />

Taking place in your practice (or at a<br />

convenient local venue if you prefer),<br />

Cx Live will train, measure manage and<br />

inspire your team with minimal<br />

disruption to the working day, delivering<br />

excellent value for money.<br />

Cx research<br />

We first undertake a suite of research with<br />

your clients and catchment:<br />

Measuring the telephone customer<br />

experience for your clients, as well<br />

as your competitors<br />

Interviewing local Key Opinion Leaders<br />

Collecting data from local pet and<br />

horse owners about your practice<br />

and others in the area<br />

Undertaking price comparisons with<br />

key competitors<br />

<strong>2018</strong><br />

Day 1<br />

Onswitch veterinary business coaches<br />

spend a whole day at your practice,<br />

following the customer journey for new<br />

and established clients. They'll observe<br />

and assess every client touch point,<br />

identifying opportunities to improve the<br />

customer experience whilst boosting<br />

business efficiencies in the process.<br />

Cx Live - all the insight you need<br />

to make your customer experience<br />

five star, for well under £5,000!<br />

For your convenience, payment<br />

can be made in three instalments.<br />

Day 2<br />

Building on the learnings from day one,<br />

and sharing the results of practice Cx<br />

research, we deliver a tailored day of<br />

practical communication skills training<br />

for the whole team (vets, nurses and<br />

customer care teams). Three two-hour<br />

sessions allow everyone to attend whilst<br />

the practice runs as normal.<br />

Book today, for just £3,850 +VAT<br />

info@onswitch.co.uk<br />

www.onswitch.co.uk<br />

01476 565343<br />

10


Have you got your ticket for<br />

Cx Congress <strong>2018</strong> yet?<br />

Saturday 16th June, De Vere East Midlands Conference Centre<br />

For the first time in <strong>2018</strong>, Cx Congress will feature expert speaker<br />

sessions running in four concurrent streams, each with a practical focus<br />

in line with the Cx Congress <strong>2018</strong> theme, 'You can do it!'<br />

There's something for all veterinary professionals, regardless of experience, practice type or<br />

size, and role:<br />

Pet<br />

Equine<br />

Leading<br />

Consult room<br />

For customer care teams working in small animal practice<br />

For customer care teams working in equine practice<br />

For supervisors, leaders, managers, heads of department<br />

For nurses and vets who consult<br />

The opening speaker of<br />

Cx Congress <strong>2018</strong> is Claire Lomas MBE,<br />

inspirational sportswoman, mother and<br />

fundraiser; whilst Andy Roark,<br />

American veterinarian, international<br />

speaker and author will deliver the<br />

closing session.<br />

And new for <strong>2018</strong>, Cx Congress pre-day:<br />

This year, a NEW supplementary pre-day on Friday 15th June allows delegates<br />

the option to benefit from two additional comprehensive workshops:<br />

'More about the phone'. Professor Liz Stokoe of Loughborough University<br />

presents findings and shares learnings from her practice communications<br />

research<br />

'More about Lean Improvement Process'. Simon Bricknell & Max<br />

Pardo-Roques, Partners at global strategy consultancy KMT&T, share the<br />

results of their lean mapping of veterinary practices<br />

Pre-day and Cx Congress <strong>2018</strong><br />

Prices start from £270 + VAT per person<br />

Pre-day only<br />

£99 + VAT per person<br />

Cx Congress <strong>2018</strong> only<br />

Prices start from £185 + VAT per person<br />

Book your place today:<br />

cxclub.care/cx-congress/<br />

01476 565343<br />

hello@cxclub.care<br />

From 2019 onwards, Cx Congress will be a two-day event, packing in even<br />

more experts and practical learning to help everyone working in customer<br />

care in the veterinary sector. Watch this space for dates and details!<br />

11


Fewer than 10% of callers are offered firm<br />

appointments<br />

Analysing Onswitch Index data for 2017 shows that appointment offering rates have dropped<br />

off through the year, with receptionists trying to book an appointment in just 8.4% of calls on<br />

average.<br />

A non-specific<br />

appointment offer<br />

is made in 29.9% of<br />

calls on average:<br />

Looking at the data by enquiry type, calls about referrals and dental care are the least likely<br />

to be offered a vague appointment (just 10% and 20% respectively), with flea enquiries the<br />

most likely to have an appointment offered (36%).<br />

General checkup<br />

queries are most<br />

likely to receive a firm<br />

appointment booking,<br />

but even then, in just<br />

13% of calls:<br />

If an owner calls<br />

you, it's because<br />

she needs your<br />

services. Make it<br />

easy for her and her<br />

pet or horse to<br />

access great care<br />

and offer to book an<br />

appointment!<br />

12


Are you up for the<br />

Onswitch Index<br />

Challenge?<br />

We're offering you one<br />

month's Onswitch Index<br />

subscription for FREE:<br />

Free quantified measurement<br />

of your practice's telephone<br />

customer care<br />

Free detailed reporting of your<br />

team's performance compared<br />

with the national average in<br />

six key metrics<br />

Free unique and proven<br />

analysis tool, currently<br />

operating in 13 countries<br />

worldwide<br />

No obligation - if you don't<br />

wish to continue receiving<br />

monthly Onswitch Index<br />

reports at the end of your free<br />

trial, simply tell us. If you do<br />

wish to sign up, monthly<br />

Onswitch Index subscription<br />

is just £130 +VAT (12 month<br />

membership)<br />

Visit www.onswitch.co.uk to<br />

take the Onswitch Index<br />

Challenge today and take your<br />

first step towards a better<br />

customer experience.<br />

Did we mention it's FREE?! What have you got to lose?<br />

13


Developing<br />

a collaborative culture<br />

at your practice<br />

As we all know,<br />

there's no 'I' in team -<br />

what makes a truly great team is<br />

individuals bringing their unique<br />

strengths and skills together for<br />

the greater good, working<br />

together to make the whole<br />

greater than the sum of its<br />

parts.<br />

One company doing just that is VetLed,<br />

whose stated mission is to<br />

"enhance performance in<br />

practice by inspiring and<br />

championing positive<br />

workplace culture"<br />

That concept is at the heart of<br />

Onswitch's approach to working with<br />

practices, and it underpins all the work<br />

of the Cxclub and Cx Congress.<br />

Of course, it can be difficult developing a<br />

culture of genuine collaboration when<br />

everyone is busy in his or her own<br />

challenging roles. Equally, many of the<br />

processes in place at the practice may be<br />

hampering working together - that's<br />

why it's so important to consider the<br />

bigger picture when aiming to develop a<br />

team approach to improving things, be<br />

it the customer experience, morale,<br />

profitability, efficiencies or<br />

productivity.<br />

For any practices looking to improve<br />

collaborative working (and why wouldn't<br />

you be?!) Onswitch recommend first<br />

considering the human factors at play<br />

within your organisation, and your team.<br />

The business was founded by vet Ru<br />

Clements, who told us:<br />

“Culture underpins everything.<br />

It defines the health of a practice<br />

and what makes its teams tick.<br />

Every practice has its own unique<br />

culture, which can be expressed<br />

as ‘the way we do things around<br />

here’. Culture has an effect on<br />

everyone who touches it; and it<br />

affects everyone.”<br />

14


Spotting the signs of stress<br />

VetLed advocate taking both an individual and a team approach to improving wellbeing in<br />

the practice environment - it's just as important to keep an eye out for changes in your own<br />

behaviour and approach as it is to check on your colleagues. Stress will present in different<br />

ways in each of us, but there are some common indicators that things might be getting a bit<br />

too much. For example, anxiety can lead to<br />

Tightness in your chest<br />

Shortness of breath<br />

Butterflies<br />

Nausea<br />

Inability to concentrate<br />

If you spot any of these indicators,<br />

it's time to HALT and assess<br />

what needs to change in order<br />

to attain a better balance.<br />

VetLed can be contacted by emailing<br />

ru@vetled.co.uk or visiting<br />

www.vetled.co.uk.<br />

15


Your customers<br />

Mid-way through January<br />

we held a day of market<br />

research with dog and cat<br />

owners,<br />

recruited to represent the 'average'<br />

pet owner and tell us exactly what<br />

they think about vets and the service<br />

they provide!<br />

Onswitch holds these groups every year,<br />

in order to collect up-to-date feedback<br />

from customers and identify any<br />

developing trends in their behaviours and<br />

attitudes. It's always a hugely insightful<br />

day, and this year was no exception!<br />

Those of you who are members of Cxclub<br />

will start to see video clips of their<br />

feedback appearing in the online CPD<br />

sessions, illustrating key points to inform<br />

your learning and development. And for<br />

everyone else, the key areas highlighted<br />

by the four sessions were as follows:<br />

People consistently choose vets<br />

that are local and convenient<br />

Recommendation carries lots of<br />

weight when choosing a practice<br />

There is a limited understanding of<br />

costs upfront when surgery or<br />

long-term treatment are required,<br />

and owners find this very annoying<br />

No awareness of Practice<br />

Standards Scheme<br />

Very low awareness of nurse<br />

training, qualifications and<br />

responsibilities<br />

Owners are sourcing medication<br />

and routine preventative care online<br />

The 'best' vets are those who don't<br />

actively sell things and are honest<br />

and pragmatic about options<br />

Owners feel very positively<br />

towards vets they have built up a<br />

strong, trust-based relationship<br />

with, who are felt to have the<br />

animal's best interests at heart<br />

Sadly, owners still<br />

feel that many<br />

vets are 'in it for<br />

the money'<br />

How the practice and team 'feel'<br />

is crucial<br />

Owners change vets regularly<br />

Multiple vet usage is common,<br />

driven by a wide variety of reasons<br />

(history, price, vaccs for life offers,<br />

individual pet's requirements etc.)<br />

16


tell us what they<br />

really think!<br />

We'll be using video clips taken<br />

from the research groups in<br />

Onswitch workshops, training<br />

and congress sessions throughout<br />

the year,<br />

so keep your eyes peeled for us<br />

out and about!<br />

It's all about the customer<br />

experience:<br />

“He really cares about animals and<br />

a lot of them don't, they're just in it<br />

for the money”<br />

“You need it for your insurance,<br />

but why do we vaccinate? I do it<br />

because the vet says I should”<br />

“We got told off by the vet... she<br />

made us feel really guilty... we<br />

won't be going back there”<br />

“Some vets you get a sense that<br />

they've actually got a connection<br />

with the animal”<br />

“They have got to make money at<br />

the end of the day, but there needs<br />

to be that balance”<br />

“The receptionist is lovely, the first<br />

thing she'll do is address the dog.<br />

She was the reason for me to stay”<br />

“I'm not so bothered about the<br />

building, there's something about<br />

connection - the people go straight<br />

to the animal”<br />

17


18<br />

Bertha timetable <strong>2018</strong><br />

Bertha Bus Open 7 days a week!<br />

Cost-effective and convenient CPD brought to you - choose from nine<br />

interactive one-day courses:<br />

5 Steps Telephone Skills<br />

5 Steps Equine Telephone Skills<br />

7 Steps Consultation Skills - for veterinary surgeons<br />

Nurse Consulting – Making it Happen<br />

Customer Journey<br />

Managing Difficult Situations<br />

Developing Cattitude<br />

Private Days - call the Bertha Team for full details<br />

Health Plans Made Easy New course<br />

Opening Your Own Practice – at Onswitch HQ, Grantham<br />

New course<br />

Call now on +44 (0)1476 565343 to book your place. Prices start from just £285 +VAT<br />

per delegate. Or if you'd like to discuss other locations, options or dates not listed<br />

here, our lovely Bertha Team are happy to help!<br />

July<br />

m 2 PRIVATE DAY<br />

t 3 ASHFORD<br />

w 4 CROYDON<br />

th 5 BASILDON<br />

t 10 ENFIELD<br />

w 11 HEMEL HEMPSTEAD<br />

th 12 CAMBRIDGE<br />

t 17 NORWICH<br />

w 18 PETERBOROUGH<br />

th 19 NORTHAMPTON<br />

t 24 LEEDS<br />

w 25 CHESTER<br />

th 26 DUDLEY<br />

t 31 COVENTRY<br />

SOLD OUT<br />

August<br />

w 1 LEICESTER<br />

th 2 NOTTINGHAM<br />

t 7 SHEFFIELD<br />

w 8 STOCKPORT<br />

th 9 BOLTON<br />

t 14 LEEDS<br />

w 15 YORK<br />

th 16 NEWCASTLE<br />

f 17 SPECIAL<br />

m 20 SPECIAL<br />

t 21 SPECIAL<br />

w 22 SPECIAL<br />

th 23 SPECIAL<br />

f 24 SPECIAL<br />

m 27 ABERDEEN<br />

t 28 DUNDEE<br />

w 29 STIRLING<br />

th 30 EDINBURGH<br />

f 31 GLASGOW<br />

Opening Your<br />

Own Practice<br />

based in Grantham<br />

4 June <strong>2018</strong><br />

September<br />

t 4 CARLISLE<br />

w 5 LANCASTER<br />

th 6 ST HELENS<br />

t 11 CHESTER<br />

w 12 STOKE<br />

th 13 DUDLEY<br />

t 18 WORCESTER<br />

w 19 BRISTOL<br />

th 20 SWINDON<br />

t 25 PLYMOUTH<br />

w 26 BRISTOL<br />

th 27 OXFORD<br />

Key<br />

5 Steps<br />

Telephone Skills<br />

7 Steps<br />

Consult Skills<br />

5 Steps<br />

Equine Specific<br />

Nurse<br />

Consulting


19<br />

April<br />

t 3 GUILDFORD<br />

w 4 BRIGHTON<br />

th 5 MAIDSTONE<br />

t 10 BASILDON<br />

w 11 PRIVATE DAY<br />

th 12 ENFIELD<br />

f 13 PRIVATE DAY<br />

m 16 PRIVATE DAY<br />

t 17 HEMEL HEMPSTEAD<br />

w 18 PRIVATE DAY<br />

th 19 NORWICH<br />

f 20 KINGS LYNN<br />

m 23 PRIVATE DAY<br />

t 24 PRIVATE DAY<br />

w 25 NORTHAMPTON<br />

th 26 COVENTRY<br />

m 30 PRIVATE DAY<br />

October<br />

SOLD OUT<br />

SOLD OUT<br />

SOLD OUT<br />

SOLD OUT<br />

SOLD OUT<br />

SOLD OUT<br />

SOLD OUT<br />

t 2 READING<br />

w 3 SOUTHAMPTON<br />

th 4 GUILDFORD<br />

t 9 BRIGHTON<br />

w 10 MAIDSTONE<br />

th 11 CROYDON<br />

f 12 BVNA<br />

st 13 BVNA<br />

sn 14 BVNA<br />

t 16 BASILDON<br />

w 17 ENFIELD<br />

th 18 HEMEL HEMPSTEAD<br />

t 23 CAMBRIDGE<br />

w 24 NORWICH<br />

th 25 PETERBOROUGH<br />

t 30 NORTHAMPTON<br />

w 31 COVENTRY<br />

May<br />

t 1 LEICESTER<br />

w 2 NOTTINGHAM<br />

th 3 SHEFFIELD<br />

t 8 STOCKPORT<br />

w 9 BOLTON<br />

th 10 PRIVATE DAY<br />

f 11 LEEDS<br />

t 15 YORK<br />

w 16 NEWCASTLE<br />

th 17 EDINBURGH<br />

f 18 GLASGOW<br />

t 22 DUNDEE<br />

w 23 STIRLING<br />

th 24 GLASGOW<br />

f 25 PRIVATE DAY<br />

t 29 PRIVATE DAY<br />

w 30 BELFAST<br />

th 31 PRIVATE DAY<br />

SOLD OUT<br />

SOLD OUT<br />

SOLD OUT<br />

SOLD OUT<br />

November<br />

th 1 LEICESTER<br />

t 6 NOTTINGHAM<br />

w 7 SHEFFIELD<br />

th 8 STOCKPORT<br />

t 13 BOLTON<br />

w 14 LEEDS<br />

th 15 HULL<br />

m 19 NEWCASTLE<br />

t 20 DUNDEE<br />

w 21 STIRLING<br />

th 22 EDINBURGH<br />

f 23 GLASGOW<br />

t 27 CARLISLE<br />

w 28 LANCASTER<br />

th 29 ST HELENS<br />

June<br />

f 1 DUBLIN<br />

t 5 CHESTER<br />

w 6 STOKE<br />

th 7 DUDLEY<br />

M 11 CARDIFF<br />

t 12 BRISTOL<br />

w 13 PRIVATE DAY<br />

th 14 SWINDON<br />

f 15 EXETER<br />

Cx Congress Pre Day<br />

st 16 Cx Congress <strong>2018</strong><br />

t 19 OXFORD<br />

w 20 READING<br />

th 21 SOUTHAMPTON<br />

m 25 PRIVATE DAY<br />

t 26 GUILDFORD<br />

w 27 BRIGHTON<br />

th 28 ASHFORD<br />

f 29 PRIVATE DAY<br />

SOLD OUT<br />

SOLD OUT<br />

SOLD OUT<br />

December<br />

t 4 CHESTER<br />

w 5 STOKE<br />

th 6 DUDLEY<br />

t 11 GLOUCESTER<br />

w 12 CARDIFF<br />

th 13 SWINDON<br />

t 18 EXETER<br />

w 19 SWINDON<br />

th 20 OXFORD<br />

Book your place at www.onswitch.co.uk or call the Bertha Team on 01476 565343<br />

Customer<br />

Journey<br />

Managing<br />

Difficult Situations<br />

Developing<br />

‘Cattitude’<br />

Health Plans<br />

Made Easy


...the wrap up<br />

So that's it for another issue of <strong>Footfall</strong>!<br />

We hope that you've found this issue informative,<br />

entertaining and just a little inspiring.<br />

Do what you've always done and you'll get what<br />

you've always got. Make some small changes<br />

and you'll reap some pretty big rewards.<br />

Top Tips Actions List<br />

1 Book Pre Day Friday at CxCongress <strong>2018</strong><br />

2 Book Cx Congress <strong>2018</strong> tickets<br />

3 Get Index free trial<br />

4 Book Cx Live<br />

5 Check Bertha destinations<br />

Find Onswitch on<br />

With best wishes from #TeamOnswitch<br />

T +44 (0)1476 565343 e info@onswitch.co.uk www.onswitch.co.uk<br />

28 Avenue Road Grantham NG31 6TH

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