that was the week that was

The first BEVA practice management course on Tuesday and Wednesday (26/27th June in the Midlands) was a resounding success! there were some 25 delegates (we did come and go a bit). The Pfizer VetPlus Suport team's Nic Steel took the first sessions on teamwork and leadership - using the Dead Poets' Society for inspiration. and Amy Rook bamboozled us with the science of "client understanding" - from the Recession Exposure Matrix, use of surveys and focus groups, and some other graphs as well. Andrew Gillespie - former marketing director at Barclays (I bet he's glad he's quite that one) and Standard Life - gave us an inspiring talk on finding, acquiring and retaining valuable clients, that is MARKETING. Again, the use of feedback, customer groups and so on is essential - listen, don't talk - and then act on it. each practice should work in 4 or 5 segments (e.g. breeding, livery, emergency care, vetting, inpatients etc) and build services for these core audiences. know your segments!
Above all, the message that the RECEPTIONIST is the key cane over oud and strong from all. can your reception give you 3 reasons why the enquiring client should be with you......
After lunch, the ladies hit the spa - and some of the chaps. The more intrepid of us hit the Forest of Arden championship golf course. It was not for the faint hearted - the elements were in evidence and it was a wee bit tricky. Andrew Gillespie revitilised us all in the evening with wine tasting of some of the best wines from NW Italy  -where his company, Montforte Wines, specialises. Thank you again, Andrew.
David Mountford took over from me as Chair the next day as I headed to London for another meeting. Adam Auckburally from Glasgow Vet School gave some great CPD on dispensary management and Julian Samuelson got stuck into the challenges facing equine practice - and the solutions.
I understand that there was great feedback and demand for more targetted practice management. There will be sessions at Congress and I hope that this is the first course of many, perhaps with a more inclusive activity break.