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Communication

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Source: FIRSTLINE Scratch the itch May 1, 2008 By: Portia Stewart 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 Our client is obsessed with tests May 1, 2008 By: Jim Kramer, DVM, CVPM Q. How should we handle a client who seems obsessed with repeating diagnostic tests?

Source: FIRSTLINE Payment procrastinators May 1, 2008 By: Pamela Stevenson, CVPM Q. What do you do when clients say at checkout they want to pay later?

Source: FIRSTLINE 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?

Source: FIRSTLINE Huddles offer more chances to score April 1, 2008 By: Jane Pinkernell Move over, Steelers, there's a new team in town.

Source: FIRSTLINE Sample script: Associate woes September 1, 2007 By: Pam Weakley You're the practice manager at a mid-sized clinic. When the stress index is high, one of the associates snaps at team members. Several team members have complained, and a few have threatened to quit. You're ready to discuss the problem with Dr. Sweet, the associate. Firstline Editorial Advisory Board member Pam Weakley offers this sample script:

Source: FIRSTLINE Start pet parents off on the right path September 1, 2007 By: Kelly Stazyk Owning a pet is a lifelong journey. Help set clients' direction by offering strong care recommendations on nine critical topics.

Source: FIRSTLINE Keep 'em guessing March 1, 2007 By: Laura Greer Want a fun, educational way to jazz up your reception area? Post a quiz on your bulletin board, says Laura Greer, practice manager for Above and Beyond Pet Care Hospital in Lubbock, Texas. Her practice uses quizzes to keep waiting clients informed and entertained. For example: I come in sizes that range from 2 pounds to 200 pounds, and I sweat through my feet. What am I? Answer: a dog.

Source: FIRSTLINE 10 ways to wow your boss March 1, 2007 You're good, and you know it. Now's the time to show it.

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