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Building the Bond

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Source: FIRSTLINE Sample script: Offer smooth discharge visits July 1, 2008 By: Pam Stevenson, CVPM You: Hello, Ms. Worrysome.

Source: FIRSTLINE Communicate clients' payment options July 1, 2008 By: Lorraine Monheiser List, CPA, CVA, MEd How do we tell clients we can't help them when they can't pay for the care their pet receives?

Source: FIRSTLINE Are you prepared? June 1, 2008 By: Portia Stewart Here in the Midwest, it's been a stormy season. Some states have seen record numbers of twisters, and we've had to kennel our dog during thunderstorms so many times this year we've stopped counting. If you've ever lived in an area where tornadoes are common, you know the chill the tornado siren sends when it starts to moan.

Source: FIRSTLINE More clients, same care June 1, 2008 By: Pam Weakley Q. Our practice is getting busier. How can we keep a personal touch?

Source: FIRSTLINE Capture new pets' photos June 1, 2008 By: Dan Meakin, DVM What pet owner doesn't love photos of a new pet? That's the philosophy of team members at All Creatures Animal Hospital in Amelia, Ohio.

Source: FIRSTLINE The topics you tailor June 1, 2008 Ninety-six percent of team members say they tailor their client education message based on the pet or client. Here's a breakdown of the criteria they use to customize their education message to pet owners.

Source: FIRSTLINE Sample script: Turn phone shoppers into clients June 1, 2008 By: Gina Toman, RVT When potential clients call, your goal is to schedule an appointment for their pet at your practice. Gina Toman, a Firstline Editorial Advisory Board member and a veterinary assistant at Seaside Animal Care in Calabash, N.C., offers this script:

Source: FIRSTLINE Tips to tailor your message June 1, 2008 By: Caitlin Rivers One size doesn't fit all in critical discussions with clients about their pets' health. Learn how to weave the threads of your conversation to match the needs of the pet in front of you.

Source: FIRSTLINE 6 statements that burst your bubble June 1, 2008 By: Felicia Daniels Some remarks from clients and colleagues can deflate your enthusiasm. Here's how to respond the next time their words make you ready to pop.

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