Process
How We Work
A clear picture of what happens from first contact to the end of session two.
A clear picture of what happens from first contact to the end of session two.
The workshop is structured as two sequential half-day sessions rather than a single full-day event. This is intentional. A gap between sessions gives participants time to observe their own clinic with fresh eyes, think about the first session's material, and arrive at the second session with more specific questions.
Each session runs approximately four hours. The content is dense but paced — there are discussion breaks built in, and the small group format means the facilitator can slow down or go deeper on topics that are especially relevant to the group in the room.
The first session covers everything that happens before the examination room door closes. It opens with a structured client journey mapping exercise, then moves through the specific challenges of phone scheduling, online booking adoption, and waiting room design.
Phone queue analysis, online scheduling platforms, appointment type mapping, and communicating the change to clients.
Spatial principles, separation strategies, sound management, sensory environment, and low-cost improvements with high impact.
The second session builds on the foundation from Session 1. It focuses on the human interactions that define how clients feel after they leave your clinic — whether they recommend you, whether they return, and whether they trust you with their pet's care.
Front-desk training framework, responding to anxiety, handling complaints, and communicating wait times honestly.
Presenting estimates, walking through invoices, and navigating cost-concern conversations with transparency.
Feedback design, timing, channels, response rates, and building a sustainable system your team can actually maintain.
Send us a message through the contact form or email us directly. Let us know your clinic name and preferred dates if you have them in mind.
We'll confirm availability and send you session details including the location, timing, and what to bring — which is nothing, everything is provided.
Arrive at the Elm St location. The first session covers booking systems and waiting room design over approximately four hours.
A few days later, the second session addresses communication, billing, and feedback systems. You leave with a complete toolkit for your clinic.
