Communication tools for the veterinary team - Firstline
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Communication Strategies
Source: FIRSTLINE

How to catch lost charges

May 1, 2008

Q. How can we make sure we capture all the services performed during appointments?

Source: FIRSTLINE

Payment procrastinators

May 1, 2008

Q. What do you do when clients say at checkout they want to pay later?

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When pet owners lie

May 1, 2008

Why do clients pretend they gave medication, swear their pup stays on a leash, or claim their cat never goes outside?

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Scratch the itch

May 1, 2008

Sandy scratches. A lot. When her leg gets going, it makes a sound against the floor like a hammer driving a nail. My mother-in-law, Jane, first noticed Sandy's behavior a few months ago. When Jane took Sandy, a mid-sized 13-year-old mixed-breed pooch, to the veterinarian, he suggested a diet change to curb the scratching that makes her so uncomfortable.

Source: FIRSTLINE

Sample script: How to discuss chronic pain management

May 1, 2008

"Pet owners don't want their pets to suffer, so we rarely encounter resistance to our pain management recommendations," says Robin Downing, DVM, Dipl. AAPM, owner of Windsor Veterinary Clinic and The Downing Center for Animal Pain Management in Windsor, Colo.

Source: FIRSTLINE

Our client is obsessed with tests

May 1, 2008

Q. How should we handle a client who seems obsessed with repeating diagnostic tests?

Source: FIRSTLINE

A lesson from Firstline Live:

April 22, 2008

There's a simple reason my practice's compliance rate was twice the AAHA compliance study numbers. It's communication," says Dr. Ernest E. Ward Jr., a Veterinary Economics Editorial Advisory Board member and owner of Seaside Animal Care in Calabash, N.C. Dr. Ward spoke at Firstline Live at CVC East in Baltimore about how to improve communication and boost compliance.

Source: FIRSTLINE

Are you serious?

April 1, 2008

How you deliver information may be overriding your message—and preventing colleagues and clients from taking you seriously. Learn how to improve your presentation and earn their respect.

Source: FIRSTLINE

Sample script: How to discuss the cost of euthanasia

April 1, 2008

"Help clients who make the difficult choice to euthanize their pet by approaching the associated costs with sincere consideration," says Sharon DeNayer, a Firstline Editorial Advisory Board member and the clinic manager at Windsor Veterinary Clinic in Windsor, Colo.

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