Key learning points
There were nine key learning points from these events which were;
I. Learn ways to articulate and build your brand
II. Identify ways to use your website to its full potential
III. social media to engage your customers
I. How to develop commercial aspects of the clinic
II. How to engage customers and their family to influence your brand value
III. Importance of good record keeping
I. Learn the basics of clinical audiometric assessment including masking
II. When to use other clinical tests
III. How to deliver a quality clinical care via good assessment
These two events were pioneering a new style of professional development event with more audience participation and an agenda which aimed to balance the key areas of practice – in the worlds of Chief Executive David Welbourn, "the best clinical quality, excellent customer care, and sound business management." They were also an opportunity to test the argument that members would prefer to travel less with one event at Manchester and the second the following day at Stansted. The airport locations were chosen because experience showed that this suited members travel arrangements.
This event focused on the importance of brand with Geoff Cooling giving a stark reminder that you don’t control your brand – you can only shape and influence it. What really matters is the way others see you, especially your customers. You need to ensure that everything you do is totally consistent with what you want from your brand. The whole day was focused on helping those who came to reflect on how well their clinical, business and customer care elements supported the brand image they wanted to project."
This video of Geoff Cooling's presentation last about 40 minutes.
Later there was a BSHAA Member Update by David Welbourn
Watch the BSHAA Update (Lasts about 35 minutes)
BSHAA's Education and Development profesional Jay Jindal with Professional Development Committee member Andrew Coulter delivered a session which was ultimately a trip through the customer journey revisiting the importance of great basics in audiometry whilst looking forward to why and when to use additional tests to ensure you are starting off with the best diagnosis for each customer.
You can view Jay and Andrew's session (the video lasts slightly over 1 hour).
Here you can download or view a pdf file of the slides used in Jay and Andrew's session.