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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 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 How to catch lost charges May 1, 2008 By: Nancy Potter Q. How can we make sure we capture all the services performed during appointments?

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 Extreme makeover: receptionist edition April 1, 2008 By: Shawn G. McVey, MA, MSW Q. What's appropriate attire for a receptionist?

Source: FIRSTLINE Great expectations April 1, 2008 By: Pamela Stevenson, CVPM Q. In the past, I occasionally gave discounts to friends and family. Now they expect the same generosity every time they visit. What do I do?

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 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?

Source: FIRSTLINE Create airtight medical records April 1, 2008 By: Christine Merle, DVM, MBA, CVPM Q. We have problems keeping accurate records. How can we maintain proper records?

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