The AVA Annual Conference is the nation’s premier veterinary event, covering all fields of veterinary science and in 2017 brought together over 920 veterinary professionals and 115 exhibitors.

We hope you will join us for the 2018 AVA Annual Conference in Brisbane, 13-18 May.    
Visit conference.ava.com.au to register.    To download a pdf file of the entire program click here.
Wednesday, May 16 • 9:00am - 10:00am
Fix the little stuff that makes the big stuff happen...

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We all know that goals need to be SMART, but I would argue that they also need to be small. Small enough to maintain focus and motivation, a series of little steps building towards a big goal. Telling the team they need to improve the customer experience is too big a goal to get a handle on. Identifying the small aspects of service that currently fall short allows everyone to feel ownership for the issue and see clearly what they need to do to fix things. Focusing on using the simple 5 Steps process for answering telephone calls is a great example of where the seemingly small focus on using the right words delivers the bigger aim of creating trust with the client. Measuring call-handling statistics might highlight that many inbound calls are lost, resulting in changes to equipment and rotas to handle more calls at busier times - a small change that makes a big difference.

avatar for Alison Lambert

Alison Lambert

Managing Director, Onswitch
A farmer's daughter from Yorkshire, Alison qualified from Liverpool University in 1989. She worked in practice for several years before pursuing a business career with Hills Pet Nutrition and MARS, where she discovered the passion for the customer experience that her award-winning... Read More →

Wednesday May 16, 2018 9:00am - 10:00am
Mezzanine M4 Brisbane Convention and Exhibition Centre