How to Convey Credibility and Compassion
1.0 CE Credit Hour / Bash Halow, CVPM, LVT
Bash Halow, CVPM, LVT
Bash Halow, CVPM, LVT, is a graduate of the College of William & Mary, a certified veterinary practice manager, and a licensed veterinary technician. As a veterinary business adviser and a veteran practice manager with more than 23 years of experience, Halow has helped dozens of veterinary hospitals understand how to build stronger teams and responsibly and ethically grow their businesses. He is a frequent contributor to Vetted and dvm360® and is a member of the editorial advisory board for the Fetch dvm360® veterinary conferences. He has been an invited speaker at all the major US veterinary conferences, including the American Veterinary Medical Association, the American Animal Hospital Association, the North American Veterinary Community, the Veterinary Hospital Managers Association, the Western Veterinary Conference, the Midwest Veterinary Conference, the Central Veterinary Conference, and the International Veterinary Emergency & Critical Care Symposium, as well as state associations and international conferences like the Atlantic Provinces Veterinary Conference, OVMA, and the Alberta Veterinary Medical Association. He has spoken several times at the SPVS Congress in Wales and even had the pleasure of presenting to veterinary professionals at the House of Lords in London. He is a member of the American Animal Hospital Association and the PVMA, founder and member of the New Jersey Veterinary Hospital Managers Association, founder of the Big Apple Veterinary Management Association in New York, New York, and proud member of the Veterinary Hospital Managers Association. Halow was the 2013 recipient of the Pennsylvania Veterinary Medical Association’s President’s Award for management education in the state of Pennsylvania. He resides in New York City.
Overview:
Client trust is the cornerstone of compliance, retention, and practice growth—but it’s more fragile than ever in today’s veterinary landscape. In this session, we’ll explore the root causes of client skepticism, from rising costs and misinformation to breakdowns in communication. Learn how veterinary teams unintentionally undermine trust and walk away with practical, repeatable strategies to earn it back—one conversation, one client, one moment at a time. Perfect for practice leaders, CSRs, technicians, and doctors alike.
Learning Objectives:
By the end of this session, participants will be able to:
- Identify common factors that erode client trust in veterinary practices.
- Analyze examples of communication breakdowns that reduce perceived credibility and compassion.
- Demonstrate verbal and non-verbal strategies to convey credibility and empathy during client interactions.
- Develop repeatable approaches to build and maintain trust with clients across multiple touchpoints.
- Evaluate client interactions and team practices that enhance client confidence and loyalty.
This course is RACE-approved for 1.0 continuing education credits hours in jurisdictions that accept RACE-approval.