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Client Conflict

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Source: FIRSTLINE Handling clients' complaints about the doctor October 1, 2008 By: Karen E. Felsted, CPA, MS, DVM, CVPM How do I respond to a client when they badmouth a doctor to me?

Source: FIRSTLINE 7 tips to defuse angry clients July 1, 2008 By: Sheila Grosdidier, BS, RVT Review these techniques to help you prepare for your next encounter with aggressive clients.

Source: FIRSTLINE Solutions for abusive clients July 1, 2008 By: Sheila Grosdidier, BS, RVT How should we handle aggressive clients who use foul language, throw invoices, or behave badly?

Source: FIRSTLINE One way clients burst my bubble June 1, 2008 By: Rachael Hume When some clients brush off our post-surgery care instructions, they end up paying for it—twice.

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 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 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.

Source: FIRSTLINE Every breath you take May 1, 2008 By: Portia Stewart He's watching you. You can't concentrate, you're afraid to be alone with him, and the comments won't stop. Sexual harassment can be relentless, consuming your work and your life. It happened to these women—and it could happen to you. Here's what every woman (and man) should know about sexual harassment.

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