Onswitch – 7 Steps

Tried and tested 7-step process focusing on the unique role of vets and RVNs to help enhance communication skills.

What does this course cover?

The first workshop session looks at the why and how of client communication in the consult – why it matters and how to get it right. We cover a range of key topics over two and a half hours:


  • What is the customer experience? What does a ‘good’ and ‘bad’ experience feel like?
  • Understanding the customer journey to and through the practice
  • The Peak-End model of memory creation
  • What is the Zero Moment of Truth and why does it matter?
  • Using ‘listen, empathise, personalise’ to make treatment plans
  • Introducing the 7 Steps


Delegates then spend a week or so reflecting on learnings and refining their own practice, before returning for a second interactive online session.

In the second workshop we focus on what you need to do in order to deliver a consistently excellent customer experience in the consult, whether in person or via virtual means:


  • Reviewing studies evidencing how choice of words is crucial
  • Introducing the concept of recipient design, tailoring conversations according to the differing styles and needs of clients
  • Looking at a range of common communication models
  • Breaking down the 7 Steps in detail, with practical examples of how to implement each


This two-stage embedding of learning makes the 7 Steps Consult Coaching Skills workshop powerful, memorable and unique.

Small group, maximum of 8 delegates, 5 hours CPD – interactive style workshop.

This course is run on Zoom, you will need a device with sound, camera and mic as all delegates are required to participate throughout. Each delegate will receive a CPD certificate following the course.


9 months ago


Worth a revisit

It’s all about connection.

There is admin that clients can do for themselves and are happy to choose to do if they wish to

Then there is a moment when care needs to be curated and coproduced eg the collaborative moments

So make sure to connect at point of need eg when a client needs help to know what to do

There’s admin

And there’s the need to help and connect

Most folks still call
Typically there are 1000 calls managed per vet per month and maybe a few hundred app chats or online bookings

So most folks do call as they need your help

So remember the phone still counts!



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11 months ago


Thinking of opening a practice? Join us for our Open Your Own Practice course coming up in February!

In this course we explore what it takes from writing your business plan to launching and how to make your vision come to life. This two part course is delivered via Zoom on:
Part 1: Thursday 16th February 6pm-8:30pm
Part 2: Thursday 23rd February 6pm-8:30pm

Give us a call to book your place: 01476 565343 or email info@onswitch.co.uk
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Contact Us

01476 565343