Tips to help the veterinary team communicate with pet owners - Firstline
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Client Relations
Source: FIRSTLINE

Hook price shoppers

October 1, 2005

Don't let that next phone call be the client who got away. Use these tips from Sally Hickey, a receptionist at Short Pump Animal Hospital in Richmond, Va.

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5 ways to make clients feel welcome

October 1, 2005

It only takes a little extra effort to make pet owners feel special. The benefit: happy, loyal clients who appreciate your care.

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Client education: a team project

October 1, 2005

In 23 percent of practices, credentialed technicians are responsible for most of the client's education, according to a recent survey by VetMedTeam.com. In 52 percent of practices, veterinarians handle the bulk of education, while in 19 percent of practices, veterinary assistants take charge of this task. Here's a look at the percentage of respondents who say team members discuss these issues with clients:

Source: FIRSTLINE

Clients who refuse care

August 1, 2005

Last week a client brought in a very sick pet and refused to treat it because of the cost. This makes me furious. What can I do?

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Score points with the right pass

August 1, 2005

Gina Toman, a Firstline Editorial Advisory Board member and a veterinary assistant at Seaside Animal Care in Calabash, N.C., says that when you do a good job passing the client off to the receptionist after the appointment, you help prevent missed charges and improve the client's experience.

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Little hands make mischief

August 1, 2005

Clients often ditch their kids in the reception area. What should we do?

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Handling Mr. Nasty

August 1, 2005

Do I have to be nice if a client is really rude?

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One wicked book

August 1, 2005

If dental compliance is a concern at your practice, you're not alone. The team at Lockwillow Avenue Animal Hospital in Harrisburg, Pa., worried that clients didn't always follow their dental recommendations.

Source: FIRSTLINE

Cell phone inconvenience

August 1, 2005

Picture this: You're explaining why Baxter needs heartworm preventives when the tinny sound of Beethoven's 5th erupts from inside your client's purse.

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