Unleashed 2025

Communicating Value

1
CE Hours
CE Hour
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Speaker
Speaker

About the Session

This lecture will equip veterinary professionals with essential strategies for effectively communicating the value of veterinary services to clients, addressing the challenges of price sensitivity while maintaining practice profitability and team morale.

Throughout his lecture, Anthony will cover:

  • Challenge identification - An interactive think tank session where participants explore their personal struggles with communicating value to clients
  • Practice economics - A detailed breakdown of veterinary clinic operational costs using the VCA Shoreline case study to illustrate why services cannot be provided for free
  • Quality vs. quantity considerations - Examination of service models and how they impact perceived value
  • The value equation framework - Understanding how value equals benefits divided by cost, and how to leverage this in client communications
  • Practical communication techniques including:
    • Empathetic approaches to client concerns
    • Setting appropriate expectations
    • Tactful handling of difficult conversations
    • Curiosity-driven client interactions
    • Professional politeness
    • Authentic communication beyond scripted responses
  • Hands-on practice through roleplay scenarios where participants apply learned concepts
  • Experience-focused strategies - Using the Enterprise vs. Hertz business model comparison to demonstrate how superior client experience can overcome price objections

By the end of this lecture, attendees should be able to effectively articulate the value of veterinary services to clients, understand the economic realities of practice management, identify their personal communication challenges, and implement practical solutions for value-based conversations that benefit both the practice and clients.

Are you ready?

Join us at Unleashed 2025!

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