Welcome to the member content library. Access to the various areas of the library is determined by the following criteria:
- Free members have access to only a small part of the content.
- Subscribed members have access to more content.
Free Member content
- Free Member Content Course
- Business Improvement Module
- New Business Start Up
All content
- Veterinary Business Expert Programme Course
- Managing the business Module
- Introduction to bookkeeping – what every business owner needs to know
- Basic bookkeeping in Veterinary Business
- Break Even Point
- Understanding your financials
- Key Performance Indicators and Normal Values
- Normalisation – how to compare my business to other businesses
- How much should clients be spending in your practice?
- Systemising Strategies
- Selecting Strategies and their Value
- How to Measure your Strategies
- Templated Billing
- Pet Insurance
- Should you discount?
- Routes to ownership.
- Pharmacy – revenue stream or profit drain?
- Owning a veterinary practice, or any business, can be daunting.
- The importance of getting professional business advice.
- Price is only an issue in the absence of value.
- Nancy Slessenger – Understanding your key objectives and how to achieve them
- Understanding Cloud Computing and its use in Veterinary Business
- Security and User Management
- Multi branch profit comparison
- Working with capital ratios for your business’ health.
- Service quality control tool in veterinary practice (incl tool).
- Technology and client communication – the personal touch
- The six step action plan to grow your practice profit and the value of your business by 50% – Session 1
- The six step action plan to grow your practice profit and the value of your business by 50% – Session 2
- The six step action plan to grow your practice profit and the value of your business by 50% – Session 3
- The six step action plan to grow your practice profit and the value of your business by 50% – Session 4
- The six step action plan to grow your practice profit and the value of your business by 50% – Session 5
- The six step action plan to grow your practice profit and the value of your business by 50% – Session 6
- Exam Room Monitoring
- Management Task Checklist
- Client communication, HR policies, financial and operational management checklist
- Money Left on the Table – Video
- Communication Module
- A matter of choice.
- How to Give Great Customer Service
- Difficult conversations – words matter.
- Communication and body language.
- Are you delivering and communicating value?
- What did your receptionist just say?
- How to deal with difficult clients?
- 8 ways to deal with a difficult client.
- The 5 most difficult veterinary clients.
- Common Telephone Mistakes That Cost You Clients
- How to Create Stronger Connections with Your Veterinary Clients
- Ten Strategies to Enhance Client Satisfaction
- Using Empathy to Defuse Distress
- How Words Impact Your Practice Culture
- 7 Tips for Engaging with Non-Responsive Clients
- How to tame a challenging telephone caller
- How to deliver some outrageous acts of customer service!
- The significance of your telephone personality
- Reception Training Module
- Receptionist – lesson on how important a receptionist job is
- Phone Checklist
- Are your receptionists losing you big bucks?
- 5 mistakes your veterinary office receptionist is making on the phone.
- A starting guide for new receptionists
- How to win new clients with telephone calls
- Four quick training tips for your reception team
- Phone Skills – Audio
- Reception Skills – Video
- Reception Skills – Audio
- Marketing and client numbers Module
- Transactions Per Vet and Active Clients
- Client attrition and client re-activation
- Client Retention
- Strategies For Reducing Client Attrition
- Template #7 The Reactivation Letter
- Template #1 Welcome to the Practice
- How veterinary practices can deliver a ‘red carpet’ customer experience
- How to create an unstoppable client service brand
- Using social media to educate.
- What does marketing mean to a business
- Real Estate Alliance Process- Video
- Writing good letters and some sample letters
- Suggested Layout Practice Brochure
- How to Create an Effective Practice Brochure
- Technology for client communication.
- The Ultimate Veterinary Practice Program Workbook
- Ultimate Veterinary Program Participants
- Moments of Truth – Audio
- Moments of Truth – Video
- Customer Experience – Video
- Consulting Module
- Consultations and Repeat Consultations
- Repeat Consultations – a real vet tells you how to improve revisits
- 10 step exam protocol
- Confused clients won’t say yes.
- Consult Checklist
- Consulting Room Communication Tool
- Bedside Manner
- Seven Steps to a Higher Recheck Rate
- Ultimate Veterinary Practice Program Workbook 2
- Consult Room Sales Formula – Audio
- Consult Rooms Sales Formula – Video
- Improving the Number of Consults – Video
- Improving the Number of Repeat Consults – Video
- Managing the team Module
- Admin Objectives Quick Start
- HR Objectives Quick Start
- How to Deal With Poor Performance
- Feeback for the Faint-Hearted
- Onboarding a New Hire
- Veterinary practice job descriptions.
- The Quick Guide to Dealing with Difficult People
- How to Motivate Yourself and Others
- Leadership
- How to Write Objectives that Work
- Praise and the Appraisal
- Culture comes from the top.
- Dealing with negative employees and possible dismissal.
- 10 things employees want more than a raise.
- Some advice on getting your communication right in your practice
- 7 incentives that motivate employees more than money.
- How to get your team on board
- How training a new puppy can transform your business
- Building bridges with your staff
- Dealing with staff conflict? Top Tips to Prevent and Alleviate Conflict in Your Practice
- 5 ways to avoid hiring the wrong employee for your veterinary clinic
- Why Do You Keep Problem Employees?
- Staff Performance Issues
- 4 simple rules for hiring the perfect veterinary team
- 4 Ways to Eliminate Employee Negativity
- Understanding your Unique Team
- Recruitment – how to be diligent but not desperate
- One way to rejuvenate the practice culture
- How to attract talent away from the corporate big shots
- Dentistry Module
- Dentistry – how to increase pet owner compliance
- Dentals – why we shouldn’t use wiggle words when we talk to clients
- Why compliance for dental treatment is poor
- Dental System
- Vet Dental Program Workbook
- Dental Template
- Template #14 Dental
- Cytology Module
- Cytology – how to successfully implement a cytology programme to increase profits
- Lumps & Bumps Collateral
- Radiography Module
- Radiography – how to implement profitable radiography systems
- Improving the number of xrays in your clinic
- Referrals Module
- Suggested Wording – Referral Card
- Template #8 Thank you for Referring
- Vaccinations and reminders Module
- Reminder Systems and Reminder Management
- Template #2 The Vaccination Reminder
- Template #3 Vaccination Reminder Follow Up
- Template #4 Long Term Vaccination Reminder
- Vaccination Reminder Letter – Cat
- Vaccination Reminder Follow Up – Cat
- Long Overdue Vaccination Reminder
- Heartworm Protection Letter
- Template #15 Proheart
- Referral System- Video
- Template #9 Introducing the Referral Program
- Improving the number of vaccinations in your clinic
- Health and wellness plans and programs Module
- Seniors Training- Video
- Vet Seniors Program Workbook
- Senior Letter #1
- Senior Letter Free Checkup #1
- Senior Letter Free Checkup #2
- Template #5 7-Year Milestone Senior Check
- Template #6 Free Offer – Senior Check
- Feline Program- Video
- Desexing Module
- Template #10 Desexing – Female Cat
- Template #11 Desexing Male Cat
- Template #12 Desexing – Female Dog
- Template #13 Desexing – Male Dog
- Final Tests
- TEST for Practice Managers
- TEST for Receptionists
- Managing the business Module