Proactive Client experience – Boost the positive, mitigate the negative

Lunch and Learn Series

Thursday 15th October 2026, 12pm-1pm AEST

This learning module focuses on creating a proactive client experience in veterinary practice by intentionally strengthening positive touchpoints and identifying potential friction points before they escalate. Led by CCG consultant and veterinarian Dr Shari Hoskins we will explore how small, deliberate actions such as setting expectations early, acknowledging concerns, and closing communication loops an significantly reduce client anxiety and complaints while building trust and loyalty. Following this workshop you will have more awareness and tools to recognise what clients value most and embed practical, repeatable behaviours into everyday workflows to enhance confidence, clarity, and quality of care.