Training programs

• Customer Service

  Client education and compliance

  *Training created in partnership with AAHA.

  The best sales experiences are the ones when it doesn’t feel like a sale! This training session is designed to help veterinary teams to refine their recommendation making skills. Taught as an interactive workshop, the training also aims to maximize clients’ compliance with recommendations, for the benefit of their animals.

  Objectives

  • Enhance veterinary teams’ client communication skills
  • Understand the compliance-related roles and responsibilities of each team member
  • Provide an outstanding client experience based on making clear recommendations
  • Maximize opportunities for compliance with recommendations

  BONUS: Once you have completed the training session, you will receive a copy of the limited-edition book entitled “Veterinary Marketing: 101 Questions and Answers.” (Limited quantities, while supplies last.)

  Key concepts: 
  • Building client trust by learning to identify their needs
  • Recommending, rather than selling
  • Increasing compliance with recommendations through education and communication
  • Involving the whole team for better results
  • Ensuring that clients fully grasp your recommendations
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• Customer Service

  Client satisfaction

  *Training created in partnership with AAHA.

  It is increasingly difficult to exceed client expectations, especially in a fast-paced clinic environment. This training session outlines a 4-step logical process that can be easily used in clinics to better understand clients’ points of view and instill the best actions for maintaining healthy trust-based relationships with them.

  Objectives

  • Understand the types of interactions that make up clients’ journeys and the resulting expectations
  • Implement tools to gather feedback
  • Learn to use the various types of feedback constructively
  • Set up a continuous improvement process

  BONUS: Once you have completed the training session, you will receive a copy of the limited-edition book entitled “Veterinary Marketing: 101 Questions and Answers.” (Limited quantities, while supplies last.)

  Key concepts: 
  • Differentiating between the types of interactions and learn how they affect client relationships
  • Understanding the importance of client feedback
  • Taking action and implementing the processes required to enhance your client service
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• Marketing

  Brand and Message Development

  *Training created in partnership with the AAHA.

  If your clients were to describe your clinic’s personality, what would they say?
  Would they be right? This interactive workshop is designed to help you learn how your clients view your reputation and adjust your image and message to meet your business objectives.

  Objectives

  • Understand the importance of image to a clinic’s reputation
  • Comprehend the impact of messages sent to clients (content and container)
  • Evaluate the content of your veterinary clinic’s communications

  BONUS: Once you have completed the training session, you will receive a copy of the limited-edition book entitled “Veterinary Marketing: 101 Questions and Answers.” (Limited quantities, while supplies last.)

  Key concepts: 
  • Understanding the relationship between brand, positioning and message
  • Learning how to set yourself apart from your competitors
  • Comprehending the various facets of the message to convey
  • Presenting a positive and effective image
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• Management

  Communicating better

  The key to a team’s success is its ability to communicate, so CDMV provides a training that will help you understand the different personality types of your team members and integrate a variety of tools and good communication habits into your work environment.

  Objectives

  • Maximize team synergy
  • Use emotional intelligence to better understand your peers
  • Improve the client experience through better team cohesion
  Key concepts: 
  • Understanding emotional intelligence
  • Personality assessment
  • Effective communication
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• NEW!
  Management

  Simple and efficient inventory management

  Inventory is the second largest expense for veterinary clinics.
  It is also directly related to the quality of service delivery. Using the S.M.A.R.T.E.R. method, veterinary clinic teams will learn how to save time and reduce losses. Better inventory management frees up time to do what really counts: animal care.

  Objectives

  • Understand the effects of good or bad inventory management
  • Structure the process for greater efficiency
  • Identify the important steps in the process
  • Benefit from concrete tools and tips to achieve more efficient inventory management
  Key concepts: 
  • Roles and responsibilities of the team
  • Demonstration of a structured process for better control
  • Application of the S.M.A.R.T.E.R. method in the clinic
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• NEW!
  Management

  Helping your vet practice come full circle

  Have you ever implemented processes to optimize your clinic’s operations, only to realize, some time later, that they are not being used? This training session aims to show you how to “close the loop” in order to make your improvement efforts sustainable in the long run.

  Objectives

  • Understand and use the continuous improvement process in veterinary clinics
  • Identify opportunities for improvement in veterinary clinics.
  • Use a process that involves your team members for long-term results.
  Key concepts: 
  • The cycle of success: an explanation
  • Understanding the science behind learning
  • Coming full circle: the steps (continuous improvement process)
  • Concrete and familiar examples
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• e-commerce

  Rally the team to provide the best client experience

  This training session has been designed for team members at veterinary practices that have incorporated an Online boutique. e-commerce is a key sales channel. To successfully integrate it into a veterinary practice, you need to be properly prepared, which means every member of the team needs to be involved.

  Objectives

  • Improve the client experience.
  • Simplify incorporating an e-commerce platform.
  • Equip team members at veterinary practices to manage this sales channel on a daily basis.
  Key concepts: 
  • Roles and responsibilities of the team in an e-commerce environment.
  • Collecting email addresses.
  • Validating, checking and authorizing orders.
  • Client service, marketing and promotion.
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