The Colourful Consultation workshop
Do your vets walk into a consultation with the strategies and the techniques that enable them to achieve the following four goals which are crucial to the sustainability and well-being of your veterinary organisation and your staff?
1. Clinical resolution
2. Client satisfaction
3. Financial resolution
4. Team harmony’n’happiness
Specifically the model helps vets deal with the inherent tension that comes with trying to satisfy multiple stakeholders at the same time. A key feature of this workshop is how a vet’s clinical orientation (their preferred diagnostic-therapeutic strategy) relates to achieving each of the four outcomes as well as their long term financial productivity.
The Colourful Consultation workshop is an on-site CPD intervention which helps both experienced and inexperienced veterinary surgeons understand and apply the principles behind the model. Brian Faulkner, the author and trainer of the model, is a former Petplan Vet of the Year and holds an MBA as well as a Masters in Positive Psychology (the psychology of fulfilment, achievement and success). The format of the workshop is an evening talk followed by standing in on consultations the following day. Please note; Brian is an experienced veterinary surgeon and is very aware of the potential discomfort some vets may feel from being observed and apparently "scrutinised". Brian assures you he will never contradict or judge any advice that a vet may offer to a client. Most practices report that their vets’ responses have paid for the workshop within a month.
Brian Faulkner
BSc (Hons), BVM&S, CertGP(SAM), CertGP(BPS), MBA, MSc(Psych), MRCVS
VetPsych 10 Burrows Road, Melton, Woodbridge, Suffolk, IP12 1GN
brian@bgfs.co.uk
07931 356352
Always escort the client from the consultation room back to the reception and try to verbally hand them over to the receptionist. Every dentist and optician does it! For every 10 dentals (and re-check consults) you recommend - and to which the client agrees in the consult room - only 2-3 out of 10 are booked in at the time if the client is asked to tell the receptionist and only around 4/10 if the receptionist receives the instruction as a note. Escort the client to the desk and politely ask the receptionist to book that dental or re-check = 8/10 book there and then. I call the space between the consult room door and reception the Bermuda Triangle....where all good things seem to disappear without trace!
Interestingly enough, in all my own veterinary visits as a pet-owning client, I cannot remember ever being escorted back to the receptionist other than on those occasions when the vet was simply being friendly and wanting to chat - in those situations he\she was simply escorting me back to extend the conversation and not to hand-over. Looking at your statistics, that has to be a big opportunity for lots of practices AND AT THE SAME TIME will make the client feel that bit more special. What makes the client feel good is almost always good for business too!