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