Conference Insider: Learning for practice managers at Fetch Nashville

The Fetch dvm360^® Conference series is returning to Nashville, Tennessee, May 29-30, 2026. This continuing education (CE) event offers peer-to-peer networking, hands-on labs, and nearly 150 learning sessions featuring a variety of specialty tracks.

CE sessions provide learning opportunities for all members of the veterinary team. The following are some of the lectures planned for practice managers and customer service representatives:

Paws and plan: Mastering time and delegation in veterinary medicine

Friday, May 29, 2026; 4:00-5:00 pm EDT

Speaker: Susie Crockett, director of practice management for Noah’s Animal Hospitals

This session will help veterinary professionals enhance their time management and delegation skills, improving efficiency and wellness. Crockett will emphasize key strategies, such as prioritization and scheduling, as well as useful tools and techniques. The session will also focus on how to delegate effectively by choosing the right person, providing clear expectations, and fostering empowerment through shared responsibility.

Client de-escalation and managing client conflict

Friday, May 29, 2026; 4:00-5:00 pm EDT

Speaker: Susie Crockett

This session will dive into the root causes of conflicts with angry or upset clients. It will also explore how to better manage clients’ needs and tools that can be utilized if a pet owner is angry. Crockett will discuss advanced communication techniques and provide real-life examples to demonstrate where situations go wrong and how to improve them.

Clinic communications to curtail client complaints

Saturday, May 30, 2026; 1:15-2:15 pm EDT

Speaker: Michael Shirley, BS, FFCP Elite; owner and chief empowerment officer for Family Pet Health

This CE session will discuss how a practice’s website, email marketing, text messages, fillable online forms, appointment reminders, patient report cards, text-to-pay service, videos, and other modes of communication are used to reduce client complaints.

Building front-desk superheroes

Saturday, May 30, 2026; 4:00-5:00 pm EDT

Speaker: Michael Shirley, BS, FFCP Elite

Shirley discusses ways to recognize and support customer service representatives (CSRs) in this CE session. Attendees will learn how a practice can leverage CSR professionals to make practice easier for the veterinary medical team and the clients they serve.

For more information about the 2025 Fetch dvm360 Conference in Nashville, and to register, visit the conference website at https://registration.dvm360.com/fetch-nashville-2026/home. Be sure to follow dvm360’s continuing coverage of Fetch Nashville at our dedicated news page: https://www.dvm360.com/conference/fetch-nashville.