INSTRUCTOR:
Don Draper, DVM, PhD, MBA; Iowa State University
Dennis McCurnin,DVM,DACVS; Professor and Hospital Director, School of Veterinary Medicine, Louisiana State University, Baton Rouge, Louisiana
DATES:
DATES: July 31 - September 4, 2003
Interactive sessions: Thursday; 7/31, 8/7, 8/14, 8/21, 8/28; 9:30-11:30 PM ET (USA)
COURSE DESCRIPTION
Veterinary medicine is a service business and clients are the lifeblood of any practice. This course will cover the fundamentals of modern service marketing systems. These fundamentals include identifying, differentiating, and interacting with clients; personalizing client service; creating client value , using traditional media to reach clients, involving the entire staff in practice marketing, using information technology to communicate with clients, and developing a marketing plan.
COURSE OUTLINE
Week 1: Client Attraction and Retention: Who Are Our Clients?
Understanding your client base is critical to practice success. Participants will examine how to gather information on active and prospective clients, create a client database, and establish a client identification system. Once clients are identified, you will learn how to differentiate them according to their needs from your practice and their value to your practice.
- Week 2: Client Attraction and Retention: Improving Interactions with Clients
To retain clients, it is important to engage them in dialogue that enhances your ability to learn more about their specific interests, needs, and expectations. Learn proper ways of interacting with clients while gathering information on their growth potential, their specific needs, and the degree of satisfaction with your service. Learn how client interaction (dialogue) equals practice profit. Then, based on what you have learned about your client, personalize the service you provide them.
- Week 3: Client Attraction and Retention: Promoting Your Practice Internally
This session will examine traditional and new methods of promoting your practice internally. The importance of doctor and staff knowledge, facility decor, doctor and staff demeanor, convenience, information technology, guarantees, and compassion will be examined. Opportunities in the client-patient-staff/doctor interaction cycle will be covered in depth. The importance of practice referrals will be included in this session.
- Week 4: Client Attraction and Retention: Mass Media and Community Activities.
In this session, we will explore how traditional media can be used to improve client relationships. The use of newsletters, brochures, radio spots, television, and the Internet will be discussed. Additionally participants will learn of the powerful impact of doctor and staff involvement in community affairs in growing and sustaining a practice.
- Week 5: Client Attraction and Retention: Implementing a Client Attraction/Retention Strategy.
Participants will learn how to develop and implement a plan to attract and retain clients. This will entail identification of internal marketing activities, office visit marketing strategies, and an external marketing program. In each of these areas, goals will be established, an action plan written, and a monitoring system implemented to measure results. Participants will create a calendar of marketing activities as part of their client retention strategy.
MESSAGE BOARD DISCUSSIONS:
Discussions will begin on the start date of the course and will continue for 7 days following the last real time session.
CE HOURS: 10
TUITION:
Member/$150, Non-Member/$215 before July 17th, 2003;
Member/$166, Non-Member/$238 after July 17th, 2003
(Register for ALL five Strategies for Success Modules and Save $75!)
TO REGISTER:
»Enroll now
Or call 1-800-700-INFO (4636) or email CEonVIN@vin.com, and list the course title, your full name, and your preferred method of payment (credit card, check).
For More Information on VIN's Upcoming CE Courses, check out https://www.vin.com/CE/Catalog.htm
Note: "This course has been submitted (but not yet approved) for 10 hours of continuing education credits in jurisdictions which recognize AAVSB's RACE approval; however participants should be aware that some boards have limitations on the number of hours accepted in certain categories and/or restrictions on certain methods of delivery of continuing education. Call VIN for further information."
(Attendees are encouraged to check with their licensing jurisdiction(s) for information regarding recognition by the board.)
COURSE WITHDRAWAL AND REFUND POLICY: Withdrawal prior to the listed start date of a course entitles the registrant to a complete refund or a credit toward a future VSPN CE course, whichever is preferred. Withdrawal within 1 week after the listed start date (i.e. including no more than one real-time session) entitles the registrant to a credit toward any future VSPN CE course. (Does not apply to courses with only one real-time session.) After the first real-time session, a registrant may withdraw due to special circumstances and receive prorated credit towards a future VSPN course. These requests will be handled on an individual basis. The amount of the prorated credit will be determined based on 65% of the time remaining in the course at the time of withdrawal. It is not possible to withdraw retroactively.
Note: To ensure rapid handling of your request for withdrawal, we recommend that you call the VIN office at
1-800-700-INFO (4636).
Note: To ensure rapid handling of your request for withdrawal, we recommend that you call the VIN office at
1-800-700-INFO (4636).
Debbie Friedler
Coordinator
Continual Education Division
Veterinary Information Network
CEonVIN@vin.com
[ CE MAIN | COURSE CATALOG | RACE/GETTING CREDITS | ONLINE CE HOW TO | SUGGEST A COURSE | VIN MAIN ]
800.700.4636 | CEonVIN@vin.com | 530.756.4881 | Fax: 530.756.6035
777 West Covell Blvd, Davis, CA 95616
Copyright 2002, Veterinary Information Network, Inc.
|
Main : Course Catalog : Strategies for Success IV