Amy offers advice for veterinary team members - Firstline
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Ask Amy

Ask Amy: Reminders: Third time's the charm

March 1, 2008

My team members are anxious about calling clients for third reminders. Can you offer a sample script to make these awkward conversations a little easier?


Ask Amy: Silence verbal abuse

March 1, 2009

Stop hurtful and embarrassing comments.


Ask Amy: My co-worker sabotages me

September 1, 2008

How do I handle a passive-aggressive team member?


Ask Amy: All aboard for policy changes

April 1, 2008

Some team members consistently resist the policy and procedural changes I make for our practice, but their peers get them on board with no problem. How can I change this?


Ask Amy: I can't discipline

April 1, 2008

I'm an office manager for a practice with 26 doctors and team members. Because the owner hires personal friends, I can't effectively discipline team members who don't meet expectations. One problem employee has known the owner for more than 20 years. She's not a team player and her poor performance frustrates others. What can I do?


Ask Amy: Poor hygiene: When work gets personal

December 1, 2007

I work at a large practice, and our team members get along well and even socialize outside of work. There's one hitch: One team member practices poor personal hygiene. Periodically, she emits a strong body odor for days at a time. Her team leader approached her when the problem first surfaced, and she improved temporarily. How can we approach her again without embarrassing her--and ourselves?


Ask Amy: Hopelessly undevoted?

September 1, 2007

Our mixed animal practice is co-owned by one part-time and one full-time veterinarian. The part-time doctor handles the administrative duties, but she regularly arrives late and leaves early. The result: Our practice doesn't function smoothly and we're constantly operating in crisis mode. What can our team do?


Ask Amy: Maximize your marketing

June 1, 2007

I want to send a mailing to market our clinic's dental promotion. Our area of influence is about 2 miles, and that encompasses a population of about 200,000. How can I get the addresses of the households in a certain area or city? Do you know how to focus a mailing to a certain demographic to target people who might own pets?


Ask Amy: Inefficiency is driving me nuts

March 1, 2007

Every day at our practice is a scheduling nightmare, and our doctor just does not see the problem. Our practice is open from 7 a.m. to 7 p.m. We accept drop-offs from 7 to 8 a.m., but our doctor refuses to schedule a team member that early. He says he'll help clients, but when my manager and I arrive at 7:30 a.m., clients are waiting and upset. My doctor also complains if he has to pay us overtime, but if someone comes to the door or calls at 6:55 p.m., he lets them in. I understand he wants to generate revenue and help the pet, but whether it's an ear infection, an abscess, dental care, or a hot spot, he wants to treat the pet immediately. How can we run an efficient, regularly scheduled hospital?


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