Continuing Education Credits

Course meets the requirements for 1 RACE hours of continuing education credit for veterinary technicians and veterinarians in jurisdictions which recognize AAVSB's RACE approval. However, participants should be aware that some boards have limitations on the number of hours accepted in certain categories and/or restrictions on certain methods of delivery.

RACE Subject Category: Non-Medical; Delivery Method: Non-interactive Distance; Program Number 57-39832.


Webinar Archive Speakers

Stith Keiser, veterinary practice owner and CEO at Blue Heron Consulting and Mary Rothlisberger, ACAS, MAAA


Course Focus and Learning Objectives

The From B to A: Driving Sustainable Change in Client Behavior continuing education course was made possible through an educational partnership with Trupanion.

Ever thought to yourself, “I wish we had more ‘A’ clients”? Join us as we explore, and quantify, 6 specific behaviors of A, B and C clients. Additionally, we’ll discuss strategies for encouraging more ‘A’ client behavior, ranging from how often clients visit your practice to their compliance on preventatives to their average annual spend.

The statistical content comes from the database of Trupanion. They discovered valuable statistical information determined to be of value to veterinarians and technicians.

This course is based on the archive of the webinar of the same name and is appropriate for veterinarians, credentialed technicians, and practice team members, along with vet and tech school students.

Learning Objectives:

By the end of the presentation, participants should be able to:

  • compare and contrast specific and measurable behaviors of A, B and C clients
  • discuss the potential financial impact of converting a C client to a B client and a B client to an A client
  • outline strategies to improve the behaviors that define A clients


Open Enrollment with Immediate Access and Individual Time Limits

This is an open enrollment course. Participants may enroll at any time. Upon submission of enrollment the participant is immediately added to the course. The course welcome email provides login and other important information.

This is an asynchronous course, meaning it does not contain real time components. Participants do not need to be logged into the course at specific times to attend lectures or view presentations.

Participants do not need to complete the course in one sitting. However, students who do not access the course within 30 days of last access will be processed as incomplete. Any activity within the course will reset to the full 30 days time allotment.

Participants who are unable to complete a course may re-enroll at their convenience providing the course is still available.


Completion Requirements

The completion requirements for this course are:

  • complete the examination with a score of 80% or better - multiple attempts are permitted
  • submit the course survey

Upon submission of the final completion requirement, the participant will automatically be marked as completed and the course completion email will be sent out. The participant will have immediate access to the certificate.



Price: FREE