AVPMCA Case Studies MG02 Alternative Entrance & Exit Strategies Byron Farquer MG03 SOS: Jumpstart a Stagnant Practice Denise Tumblin Client Focus MG04 Maximizing Your Communication with Clients: How We Say It Matters, Part I Ernie Ward MG05 Maximizing Your Communication with Clients: How We Say It Matters, Part II Ernie Ward MG06 Owning the First Impression: Creating a Welcoming Reception Experience for Your Clients Ernie Ward MG07 Leaving Work On Time: Strategies to Keep Your Appointment Schedule On Track & You Out On Time Ernie Ward MG08 The Medical History: Getting the Most Out of Your Clients Ernie Ward MG09 Dealing With the Dirty: How to Handle the Most Common Unpleasant Client Comments Ernie Ward MG10 It Starts With a Client Centered Vision Tracy Dowdy MG11 Creating Raving Fans with Your Clients Tracy Dowdy MG12 Set Client Service Standards with Your Team, Part I Tracy Dowdy MG13 Set Client Service Standards with Your Team, Part II Tracy Dowdy MG14 Strong Client Communication Tools Tracy Dowdy MG15 Client Service Meetings Are the Key Tracy Dowdy Evening Session MG16 Strategic Thinking for Competitive Advantage: From Innovation to Execution Kerry Plemmons Fundamental Management MG17 Recruiting the Right People Every Time Tracy Dowdy MG18 Employee Orientation: Do You Do It? Tracy Dowdy MG19 Healthcare Team Training for Success Tracy Dowdy MG20 Are You Losing Them as Fast as You Are Hiring Them? Tracy Dowdy MG21 Meetings: Are They Productive? Tracy Dowdy MG22 Employee Discipline Is Necessary Tracy Dowdy Nuts & Bolts MG23 A Top Ten List of Ideas for Practice Susan Schmidt MG24 Informed Consent: It’s the Consent, Not the Form John Scott MG25 Proposed Legislation Affecting Veterinary Medicine: Good or Bad? John Scott MG26 How to Avoid Malpractice Claims John Scott MG27 Veterinary Medical Records: Do’s & Don’ts, Part I John Scott MG28 Veterinary Medical Records: Do’s & Don’ts, Part II John Scott MG29 A Malpractice Claim Has Been Filed Against You: Now What? John Scott MG30 Creating an "Experience" for Your Clients Dan McQuiston MG31 Developing a Gold-Standard Service Organization, Part I Dan McQuiston MG32 Developing a Gold-Standard Service Organization, Part II Dan McQuiston