UVG-newsletter-JUNE18-print

May 2018
1300 897 797 | unitedvetsgroup.com.au | enquiries@unitedvetsgroup.com.au
THE UVG TIMES
What’s inside this edition:
• A message from the UVG Team
• 2018 Veterinary Business Bootcamp
• The latest UVG Partnerships and Rebates
• Your Support Network and member resources
• Which leader are YOU most like? The art
of delegation
• Refer a clinic and be rewarded
• The Complete Vet System
• NVC’s Veterinary Training Centre
• 10 things the smartest leaders say to motivate
their employees
What a start to the year!
We hope you have all experienced a positive and exciting
past couple of months. Our highlight so far would have to be
the 2018 Veterinary Business Bootcamp! Check out some
pictures on page 4 and hear what our delegates had to say
at the end of the three day event.

Specialist Veterinary Services
Pathology
Network
Our focus:
• Providing a quality veterinary pathology
service via experienced and user-friendly
laboratories across Australia.
• State based point of service within a
national network.
• Preferential pricing for
UVG members
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• The most extensive veterinary laboratory courier
network in Australia.
• Fast and reliable results.
• Over 25 experienced veterinary pathologists leading
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VIC
asaplab.com.au
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vetpath.com.au
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QLD/TAS
vetqml.com.au
1300 VET QML (1300 838 765)

A Message
from the UVG Team
So far in 2018, we are excited to be delivering on many of the objectives we set ourselves after feedback from
our member survey last year. We want to bring as much value as possible to all our UVG members and to
deliver on what is most important to them. Let’s start with the 2018 Veterinary Business Bootcamp. In our
opinion this was the best event yet! It was wonderful to see how well the veterinary and UVG community
came together for a phenomenal 3-day conference. The feedback we have received has been exceptional and
it helps us to build on the success of this event and bring you an even better conference next year. Check out
page 4 and 5 of this magazine to find out the eagerly awaited 2019 dates!
In April, we held our very first 2018 webinar with our partners, the PetYeti team. This was a perfect
opportunity for members to ask any questions they had about the PetYeti online booking system and to
understand how it has worked for veterinary clinics across Australia. As technology changes, it is as important
as ever to keep up with these advancements and to make sure as an industry, we do not lag behind other
healthcare providers. We are looking forward to the next webinar session we have planned with the team
at Zip money. This session will have a veterinarian guest explain how Zip has improved their clinic and their
client’s experience.
Who could forget the Hill’s Perfect Clinic Competition? We are also constantly exploring ways, through our
partnerships, to deliver more opportunities for our members to improve their clinics without any additional
financial burdens. Through the recent Hill’s Perfect Clinic competition, we have had the opportunity to help
TWO clinics win a clinic merchandising makeover valued at up to $10,000. The winners will be announced at
the end of this month.
Looking to the next few months, we have another two new UVG partnerships to launch with some special
arrangements for our members. We will continue to hold more webinars and update the Members Portal with
more resources and videos to help you improve both your professional and personal lives.
Warm Regards,
The UVG Team

The 2018
Veterinary Business Bootcamp
It was
wonderful to
see the
veterinary
community
united over the
3-days at the
Veterinary
Business
Bootcamp
Having attended Bootcamps, this was
without doubt the most phenomenal!
Every year I have come away with
strategies that have added massive
value to me personally, my practice
and my team. I thoroughly enjoyed
networking and socialising with
extraordinary people. Congratulations
Sam and the UVG team for a
wonderful event!
Lisa Scheepers, Port Adelaide Vet Clinic

The sessions that challenged my mindset and
attitude on life, change, work and relationships
were really scary and powerful. I am hoping it
will make me a better nurse, a better employee,
a better friend and a better person. It was a
really great conference to empower you to do
the things that you were too scared to do before
– not just in the vet clinic but every day in life.
Thank you so much!
Jessica Luk, Animal Tracks Vet Clinic
It wasn’t what I expected. This was my first
Bootcamp. Reading the itinerary, I wasn’t too
excited. It seemed to be a lot of boring repetitive
team building exercises. What I got was a huge
variety of experiences and different methods to
tackle my day to day problems both at work and
at home. I feel I have personally grown and now
have a clear vision.
Amanda Syron, Civic Centre Vet
Well worth going for
how thought provoking
the sessions were.
Quite unique content.
Great that it looks at
cutting edge marketing
strategies. Excellent
sponsors – definitely the
conference that keeps
on giving.”
Janine Dwyer, All Horses
Veterinary Services
SAVE THE DATE
Next year’s 2019 Veterinary Business Bootcamp
will be held on the 15th to the 17th of March!
Special thanks to our 2018 Veterinary Business Bootcamp Sponsors:

The Latest UVG Partnerships
Since the last edition of the UVG Times, we have had a number of new UVG Partnership announcements. See below
for more information around how you can access these new deals.
Mediscrubs offers UVG Members 25% off their apparel and
embroidered logos, excluding business shirts and footwear.
You can also have your clinic logo embroidered on the uniforms,
making your brand stand out even more. They even offer a FREE
logo set-up for your clinic!
You can contact the Mediscrubs team on (07) 5537 6443 or email
sales@mediscrubs.com.au
UVG members can sign up to Zip without any sign-up fees, lock in
contracts or ongoing membership fees! Just a single merchant
fee per transaction, that is discounted by 18%.
Please contact Alan Dick from Zip on 0438 791 812
or alan.dick@zipmoney.com.au
Thank you for the ongoing support of our industry partners
Upcoming UVG Partnership Announcements
In the coming month, we will be launching another two new partnerships for UVG members.
Stay tuned for more information.
Don’t forget you can access the full partnership and deal directory on the Members Portal.
2018 Manufacturer Rebates
Members will be paid FY18 Qtr3 (January to April 2018) by the end of May. Individual rebate statements will be
QLD
emailed to members, itemising your manufacturer rebates, guaranteeing full transparency.
During FY18, we have already paid members over $1.2M in manufacturer rebates alone, with one more quarter
still to be paid at the end of FY18 Qtr4.
If you have any questions about your rebate payments, please contact your Membership Support Co-ordinator
Katrina on 1300 897 797 or enquiries@unitedvetsgroup.com.au.

Your
Support
Support
network
Network
Over the past couple of months, we have been working on several initiatives to try
and improve the ease at which UVG members can access information and resources.
New resources on the Members Portal
The Members Portal is always being updated with useful documents; from advice on delegating tasks
or how to hire the best fit for your team. We have recently uploaded a range of new documents to help
with all your human resources needs. If you log onto the Members Portal, you will be able to find:
• Job Descriptions: We have included a range of job descriptions such as Grad Vet Surgeon,
Head Nurse, L2-3 Vet Nurse, Practice Manager and so on.
• Interview Questions: These questions will guide your interviews and help you find the best fit
for your team. We have uploaded 8 sets of interview questions for a range of clinic jobs.
• Performance Improvement Plan: Through using this plan, you can understand the most
beneficial methods to help improve and combat problems you are having with a specific
team member.
• My Plan/ My Review Form: With these two helpful forms, you can more efficiently conduct
yearly reviews with your staff and plan for the year ahead. This is a great way to be able to
track and measure their success over the months.
• Social Media and Clinic Mobile Phone Policy: To manage the risks involved in using social
media, this document will give you a guideline from an internal and external perspective.
• Animal Care and Veterinary Services Award 2010: This document covers the application and
operations regarding the award.
To access the UVG members portal, go to uvgmembers.memnet.com.au
You will need to click register and then use the registration information previously emailed to you.
If you cannot locate the email, please contact Katrina on 1300 897 797.
Member
Support Line
Contact Katrina Schablon
on 1300 897 797
Vet Coaching
and Support
clive@unitedvetsgroup.com.au
UVG Facebook
Community
Join the UVG community on
our closed Facebook page at
United Vets Group (UVG)

Which leader are
YOU most like?
Genghis Khan vs Hector of Troy
One failed in the heart of a battle, while the other prospered and conquered with a simple
method.
Leading a team is not an easy task and often, it is difficult to get right. That is why we would like to help you be the
best leader you can be. The truth is the type of leader you are, has an impact on all aspects of your clinic. Your team
will feel the impact of your decisions and the long-term effect would be that your practice begins to decline. Through
analysing these two famous leaders, we would like to show you a simple method to maintaining a successful and
profitable leadership attitude, that will also keep your staff happy as they clearly understand what their role and
responsibilities are.
Genghis Khan, the founder and first Great leader of the Mongol Empire, famously fought all of his winning battles,
seated on his horse, high on a hill above the battle. His armies fought all the battles in front of him. Genghis Khan created
a legacy on this leadership, that would influence generations. After his death, the Mongol Empire became the largest
contiguous empire in history. We can all learn something from Genghis Khan and his management abilities.
Maybe the problem is that you
are trying to do everything.
That you have become your
biggest barrier to your own
success, just like Hector of
Troy. Now is the time to
delegate for your own success!
It is quite clear now that Genghis Khan was the leader that prospered, so what did Hector of Troy do in his leadership
style that caused him to fail?
Hector, a Trojan prince and one of the greatest fighters in Greek and Roman Mythology, decided that in his fight against
the Greek’s champion Achilles, he would go it alone. His army was placed safely behind him, ready to intervene if
necessary. This decision ultimately led to his death. Now, your leadership decisions will not cause such a dramatic and
detrimental ending, but we hope that these two famous, world-renowned leaders can show you the beneficial ways to
guide your team.
Genghis knew the importance of delegation. He could see the strengths of his team and directed each soldier skillfully,
to win his battles and help him become an inspiration to nations all over the world. This is where Sam Bowden’s Profit
Generator, “The Art of Delegation”, comes into play. Through learning how to delegate jobs in your business, you will see
vital and positive changes, in many different ways.
Maybe the problem is that you are trying to do everything. That you have become your biggest barrier to your own
success, just like Hector of Troy. Now is the time to delegate for your own success!
You can find all of Sam Bowden’s Profit Generators, and many other helpful documents, on the Members Portal.

The art of
DELEGATION
A requirement of a successful business
If you want your clinic to run seamlessly with a high profit, whether you are there or not,
you WILL have to be great at delegating. The whole point of delegating is to get your time
back. Necessary, if you are going to make more money with less effort. Outlined below is
some guidelines around how to do this by getting back to basics.
Why don’t we do more delegation?
Essentially for three reasons;
• we can do ‘it’ quicker, faster and better ourselves,
• we get it right the 1st time,
• we’ve been let down so often (in different ways)
in the past,
• it takes time to train someone else.
So, we do ‘everything’ ourselves.
This then ensures that
• we become overloaded with ‘low end or menial’ work,
• we never find the time to ACTUALLY work ‘on’
the business because we are always too busy
working ‘in’ it,
• we don’t give our team members the opportunity
to grow and develop,
• we lose good people because they don’t feel
trusted and respected.
When you follow the 9-step delegation protocol, you
will avoid all the pitfalls normally associated with
delegation. You will free up more time for yourself and
grow your Team.
Step 1: Creating a list
Write down a list of things that you are currently doing
that you could delegate; which is basically everything
except breathing, if you want to get hard core.
Step 2: Staff discussions
Discuss the things with your staff that you want to delegate,
and see who wants to do what. No point forcing someone
to do something they are always going to be awful at or your
workload may double. Staff ACTUALLY enjoy being made
solely responsible for things as it increases their self-esteem.
Step 3: Tool and training
See what tools and training your staff require to do the
task well. You MUST set time aside to give them the
training. If they feel that there is no support, they will
often just accept it is too hard.
Step 4: Time frames
Agree on time frames to complete the tasks. If they cannot
set a time frame to complete the task, then I suggest you
find another person to do it. What you are looking for here
is commitment from your staff.
Step 5: New responsibilities
Ask them, “Now are you fully clear on what is involved?”
Get them to describe what they are going to do, when by,
and the outcomes that will be achieved. This step is getting
their subconscious to buy in.
Step 6: Check points
Put check points in place for them to tick off when
completed (if appropriate). Then hand over the task and
DON’T LOOK OVER THEIR SHOULDER. Watch from a
distance but ensure it is happening. If they do it differently
but get the desired outcome, let them do it that way and
maybe you will learn from them!
Have you ever been shown how to do something, asked
to do it, then been told at the end that you should have
done it this way or that? It is the guaranteed fastest way
to demotivate someone. A check point will allow you to go
through with staff how it is all going, for example; do they
need help in any areas? This ensures you are on track.
Step 7: Tasks
Never let them hand the task back to you. This is an out
and it will make it harder for you to delegate in the future.
You may need to get someone else to take over or assist,
but refuse to take it back yourself.
Step 8: Document tasks
Get the staff member to file their system. This includes the
learning required, things to watch out for etc. A real ‘A-Z’,
so the next person who must take on the task will be able
to take over easily. This will mean you only have to do the
process once.
Step 9: Reward hard work
Reward, and mean it. This can be verbally, a box of
chocolates, time off or praise in front of others.
Whatever you do, recognition is the most POWERFUL
form of motivation for employees in 90% of cases. This is
an incredibly powerful step and one that you should be
working on all the time.

REFER A CLINIC
Refer a new clinic to UVG membership and you will go into the
draw to win 6 months of complimentary team training workshops.
This includes two workshops per month.
You will be able to work with one of our Business Coaches to
determine a training schedule that works best for your clinic.
Simply contact Membership Support Co-ordinator Katrina on 1300 897 797 or at
enquiries@unitedvetsgroup.com.au and she will work with you to bring the new clinic onboard.
This promotion concludes on the 30th of June and terms and conditions apply.
zip x United Vets Group
Keeping pets healthy.
Why Choose Zip for your practice?
Interest free payment options for pet parents,
helping them treat now and pay over time.
100% digital application process with approval
within minutes for up to $15,000, meaning zero
paperwork for your staff.
Simple set up and payments are made same day.
No establishment costs or ongoing membership
fees for the practice.
Start accepting zip payments today
zipmoney.com.au/add-your-clinic
Or call Alan on 0438 791 812.
zipmoney.com.au

What is the Complete Vet System?
The Complete Vet System (CVS) uses a 4 Step Process
and technology, business processes and training to create
the most cost-effective vet practice management and
performance improvement system available.
What is the 4 Step Process?
Step 1 | Evaluation and Expectations (Onsite)
We pinpoint your key challenges for the quickest wins. We
perform a diagnostic analysis on every area of your clinic. This
dissection process allows us to make non-emotional, accurate
decisions on where to focus first to improve your practice as
quickly as possible.
Step 2 | Team Alignment – We bring your team onboard
Bringing your team onboard with the new changes is one of
the most important, if not the most important task we do for
you. We call this our “Team Alignment Process”
Step 3 | Structured Monthly Team Performance and
Training Workshops.
We schedule training workshops for your team every month.
Step 4 | Your Monthly Management Meeting and
Dashboard
Every month we generate your Monthly Management
Dashboard. We spend a focussed hour together, reviewing a
detailed snapshot of your business to compare exactly how
your practice is performing compared to last year and to
Industry Benchmarks (BM). This sets the foundation for
systematic practice improvement as we can accurately
prepare next month’s road map.
Here is a summary of just some
of the workshops we conduct
with your team:
• Vet consult process - 3 parts
• Phone call training - 3 parts
• Invoices (5) - Assessment and price review
- this is repeated when required
• Communication - Awareness and
importance | front desk | internal
• Communication - problem solving
conversations | responsibility
and accountability
• Developing ‘Your clinic’s culture’
• Missed charges and missed opportunities
• Nurse consult
• Standards of care for all treatments
• Building templates
• Internal marketing
• Customer experience
• Dental Workshops - Overcoming the fear
of money. Educating your customers.
• Selling Insurance
• How to become a leader in your area -
Head nurse | reception
• How to run an effective staff meeting
One on one with specific staff or groups to
overcome challenges.
This clinic introduced the CVS program into their clinic in February 2017
February to October 2016
February to October 2017
The practice was running at a $151,800 loss
The practice was running at a $25,000 profit
Total improvement since commencing on the CVS program was $176,800.
If you think the Complete Vet System is what you and your team need, we would love to talk to you.
Simply email Clive Lamond at clive@unitedvetsgroup.com.au or on 0438 688 167 and he will organise a time
to catch up with you to talk you through the program and next steps to get started.

veterinary
TRAINING CENTRE
Don’t forget
as UVG members,
you are eligible
to receive an
EXCLUSIVE 20% OFF
all Veterinary Training
Centre workshop
bookings
Stay up to date with the NVC Veterinary Training Centre
by liking their Facebook page
For more information on the workshop schedule, inclusions, educators and pricing, visit:
nvcltd.com.au/veterinary-training-centre
Alternatively call 1300 682 838 or email training@nvcltd.com.au
NVC’s Veterinary Training Centre is proudly supported by

UPCOMING WORKSHOPS
QUEENSLAND
Ormeau
Dentistry II: Feline – Dentistry for Vets
Tuesday 12 June
QLD
QLD
Dentistry II: Canine – Dentistry for Vets
Wednesday 13 June
Orthopaedic Surgery Level 1: Hips & Amputation
Thursday 14 June
Veterinary Training Centre QLD
Unit 1, 28 Burnside Road, Ormeau, QLD 4208
VICTORIA
Melbourne
Dentistry I: Dentistry for Vets
Monday 28 May
Clinical Skills –Emergency Techniques
Soft Tissue Surgery Level 1:
Wounds, Lumps & Bumps
Wednesday 6 June
Nurse Consultation & Nutrition
VIC
Tuesday 29 May
Dentistry 1: For Vet Nurses
Wednesday 30 May
Dermatology & Clinical Disease
Thursday 31 May
Thursday 7th June
Foundation Clinical Skills for Vet Nurses
Friday 8 June
Behaviour – One Day Session
Thursday 14 June
Veterinary Training Centre VIC
8/37 Keilor Park Drive, Keilor Park VIC 3042

Boehringer
With UVG and Vetplus ® connecting with
your clients has never been easier
Vetplus ® online veterinary support helps you connect with your clients in
interesting and engaging ways, providing you with all the resources, tools and
tips you need for a website, social media engagement, blogs and much more.
On Vetplus ® you’ll find:
• Templates to help you easily build a website
and manage content – all designed to work on
customer’s mobile phones and devices
• Features and tools, to help ensure your site is
current and engaging for your customers
• Articles designed for pet-owners, so finding
new content is never a problem
• Plus you can order print materials online and
so much more.
So, if you’re a Vetplus ® member make sure
that you visit the site regularly to make
the most of the many free support tools
for your business.
To find out more, or if you would like to become
a Vetplus ® member, please talk to your
Boehringer Ingelheim representative or call
1800 808 691.
NEW & IMPROVED
Boehringer Ingelheim Pty Limited. Animal Health Division.
Level 1, 78 Waterloo Road, North Ryde, NSW 2113. Toll Free 1800 808 691.
© Boehringer Ingelheim Pty Limited, 2017. All rights reserved. WH BI33058_UVG

10 things the smartest leaders say to
motivate their employees...
“My boss totally motivates me through fear and control,” said no employee ever.
Motivation can come in many different forms, but all towards achieving something good. If you’re a leader,
then you hold the key to unlock the power of motivation to get the effort you require from your team.
Motivating your team towards a common goal just won’t happen using negative talk and fear tactics. It all starts with
what you say and how you say it. Here are some examples of how smart leaders motivate their teams:
“I’ll follow up on that and get back to you
by Tuesday.”
As a leader it’s up to you to set a clear plan of action, within
an agreed timeframe. You set the direction and the proper
expectations, and follow through on your promises. Your
team success relies on it. Make sure you say what you mean,
because if you don’t, your staff will start to question you and
distrust will creep in.
“Come and see me anytime.”
Don’t just say it, follow through with it. If you offer an open
door policy to your staff, then let them come and see you,
talk to you, whenever they feel it necessary.
“I have good news and bad news.”
Smart leaders tell the truth. Being an open communicator
can go a long way toward motivating employees. It means
you can be trusted to tell your team the truth. We all know
honesty goes a long way!
“I want you to know how much I appreciate you.”
The most important performance motivator – is praise and
recognition. It should be given at least once a week. Praise in
front of their peers, their team members, is gold, it gives that
team member value to everyone. Your employees wont just
be more motivated, but more committed and loyal.
“Here’s what we’re dealing with, and what
this means for you.”
Your team just want to know where they stand. When
something happens that disrupts things, communicate what’s
really going on with your team, reset expectations, and keep
your team focused. You will keep motivation high in your
team by being positive, but realistic.
“Here’s what’s working well.”
Start with the positive when you need to discuss an area that
needs improvement with your team. Don’t jump right into
the hard part, it will just put your team straight into defence
mode. Acknowledge what is already working, and what you
appreciate about your team member’s strengths. Then ease
into how you’d like to see performance specifically improve
in the areas of concern
“I want you to know how the work you’re doing
aligns with our company’s objectives.”
Smart leaders let their people know regularly how they’re
hitting their goals and how their work is hitting company
goals as well. This gives their work meaning and higher
purpose – a great motivator.
“I trust your judgment.”
Smart leaders find ways to rely on others for their input.
Trust is a two-way street. By extending it as a gift to
employees, they’ll be more inclined to return the favour
and trust you back. It also brings your team closer together
to produce excellent, cohesive work.
“I’m really not sure where to go with this.
What would you do in my situation?”
Everyone needs help or input from other people sometimes.
It’s not a sign of weakness, in fact it’s the opposite. It’s
honest, and will give you more of a connection with your
team. It will also encourage your employees to speak up
when they need help.
“You are right.”
The smartest leaders are also humble by nature. Don’t let
your ego get in the way of finding a different, and better
solution to a problem.
Ultimately you wont get anywhere with your employees with negative talk. It’s all about the positives. Motivation
comes from positivity, and your business will drive forward with a positive motivated team behind it.

A veterinary community,
together, achieving more.
enquiries@unitedvetsgroup.com.au 1300 897 797 unitedvetsgroup.com.au