There aren’t many people working in the animal health sector who have the breadth and depth of experience as Onswitch’s founder, Alison Lambert. A qualified vet who spent years working with some of the biggest global veterinary names before founding Onswitch in 2001, Alison has seen it all. Really.
Always honest, and passionate about putting the customer experience front and centre to drive business and team performance, Alison will tell it how it is and what you can do to make the best of it. Usually with several innovative solutions, but always focused on the unique challenges and opportunities facing your business.
Ideal for anyone wanting to do things differently and make positive step changes in their business performance. Common areas include:
– Opening a new practice
– Improving team performance (retention, morale, customer care delivery)
– Training telephone and consult skills
– Building practice values
– Boosting operational efficiencies
But really, anything goes. If you need help, just ask.
Business boards require a blend of strategic thinking, operational focus, drive and risk management if they are to power strong and successful businesses. In veterinary practice, clinicians may not always have the full commercial skill set to optimally populate the board, which is where an experienced and honest external consultant can be invaluable.
Alison will work discreetly and confidentially with your practice at board level, attending monthly meetings and implementing change as required. A kind of non-executive director without the equity share, legal liabilities or financial interest, bringing a wide range of skills and experience. Broadly speaking, her involvement covers:
– Mitigating risk
– Business oversight
– Short, medium and long term planning
– Bringing structure and rigour to business processes
– Evidencing decisions
Over a virtual Zoom meeting, Alison will explore the issues where you need help and propose solutions to collect data, coach the team or make process changes as appropriate.
An experienced trainer, Alison can run interactive workshops with the team, the board of directors or simply a one-on-one coaching session. It’s about taking as much time as you need, when you need it – ‘Ask Alison’ works anytime, anyplace, anywhere in the world.
In order to make this service as flexible and convenient as possible, Alison’s time is booked by the hour. Simply choose the time you want from the online diary and join the Zoom call that will be scheduled for you. It’s that easy.
For a fixed monthly fee, Alison will attend board meetings and undertake all related preparation and follow-up work. She will also provide ongoing support and advice for the management team as required.
Alison’s retainer fee is £1,000 +VAT per month
(A discounted rate of £850 +VAT per month is offered for practice directors who have attended the ‘Opening your own vet practice’ workshop)
Jackie Elsey, our Customer Care supervisor, receives the Index mystery shopper report each month. The charts are clearly presented, so it’s easy to see how we’ve done, compared both to recent months and to the national average in each measure…
We use the Onswitch Index every month as an accurate and effective tool to randomly monitor the quality of our call answering. In this way we ensure that we maintain our high standards and can give the team appropriate feedback…
Thank you very much for the Mini Fixer Report – two have just come by post and they look really smart. I’ve put a keen member of the team on to it – she’ll look to action the recommendations…
We’re always looking to further improve the service we give to our clients, – we pride ourselves on always going the extra mile, and our Mini Fixer is another tool to help us measure performance…
The Fixer report weighed in at over 100 pages, detailing the findings of a range of research with clients, local owners and pet care businesses, as well as a comprehensive audit of four key aspects of our business…
Onswitch created and led a team session with us a few years back and I was really pleased with the results. Shaping our approach together, as to how we put the customer at the heart of everything we do, was so valuable…