Watch: How EMA tailored training improved customer service at VetPlus
Industry
Veterinary services
Location
Tāupō, Rotorua, Reporoa
“Learning about my Bright Core Drivers really helped me understand why I love what I do, and why I’m thriving in it.”
– Renee Halliday
“The thing I got most out of the course was HEAT, which helps you deal with clients if they’re not having a good day.”
– Kristina Broadley
When your front-of-house team is the heartbeat of your business, “off-the-shelf” training just doesn’t cut it.
VetPlus, a growing veterinary group with 70 staff and three clinics across Taupō and Rotorua, knows this better than most.
The business wanted some training for its busy front-of-house team that catered to their role of working with a diverse range of clients, from pet owners to farmers in charge of large herds, often under stressful circumstances.
That’s where the EMA’s dedicated learning team came to the fore.
The first step is always listening to the customer’s needs. The EMA listened first then, together with the VetPlus leadership, shaped a hands-on workshop designed around the realities of veterinary practice: anxious pet owners, tough days for hard-working farmers, and the constant juggle of empathy and efficiency.
The result wasn’t a “death by PowerPoint”, but an engaging, interactive experience that was delivered locally for extra convenience.
Led by a down-to-earth facilitator and course designer Tracy Meyer, the training focused on real tools the team could use straight away, including techniques for handling difficult conversations with empathy and understanding “Bright Core drivers” to better connect with colleagues and customers alike.
The energy carried on long after the workshop ended, with staff actively using the language and techniques back on the front desk.
For VetPlus, the course delivered higher engagement, stronger connections, and a team that felt more confident dealing with daily challenges.
It’s a clear reminder that when training is tailored to your people and your context, it changes how your business shows up every day.