The American Veterinary Medical Association held its 146th annual convention in Seattle from July 11-14. The following are a few briefs on some of the topics covered at the conference. Connecting with clients “’Have a nice day’ is over,” says Karyn Gavzer, MBA, CVPM. “The standard has floated up.” Veterinarians and staff should strive for a high level of customer service, and doing so requires tapping into and empathizing with the emotional needs of your clients, Gavzer said. A genuine, personal relationship with your clients is one of the best ways to connect with them and keep them coming back. That includes building trust and rapport with clients by giving them personalized recommendations and being authentic with them. “If you fail in being empathetic, you will never reach your full potential,” she said.