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Making Connections with Clients Old and New

The needs of our current and future clients are changing. Technology helps us leverage our team, but it can also make it too easy to forget that humans need “connection” with other humans to be happy.  Veterinary practice is a business whose product is veterinary medical care, but in order to be allowed to provide care to patients, we must get the approval of the client. Only when we first work to build trust and strong relationships with clients and educate them about the services we offer in a way they can relate to will they allow us to provide for their pets needs. In this session, we will learn how to use hospitality skills to connect with clients. Learners will go on an “observational scavenger hunt” working in small groups to practice observation and connection with strangers.   

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Debbie Boone, CVPM


Debbie Boone, BS, CVPM, Fear FreeSM Certified, has worked for the veterinary profession for more than 30 years. After earning her bachelor’s degree in animal science from North Carolina State University, she began as a client care representative and quickly moved into hospital administration. Debbie has experience in the management of small animal, mixed animal, specialty, and emergency practices.
Debbie is considered an expert in team communication, creating positive practice culture, and developing monthly paid wellness plans for veterinary practices. Her business, 2 Manage Vets Consulting, helps practices develop extraordinary team communication and business skills, enhancing patient care, improving profitability, and increasing practice value. She strives to improve the lives of animals by using her expertise to improve workplace culture and the well-being of veterinary professionals.
Major national and international animal health organizations, including AVMA, OVMA, CanWest, WVC, NAVC, AAHA, Patterson Veterinary Supply, Zoetis and more, consistently seek Debbie out for her skills as a trainer and speaker. She has been published in numerous veterinary publications and currently serves as a member of the VetPartners Board of Directors as their Vice President, the Fear Free Advisory Board and Speakers Bureau. She was a past member of the AAHA LINC committee, which selects the AAHA Board of Directors. She is currently hosting a new vodcast called The Bend which invites guests to share their stories of triumph over adversity.