Veterinary team members learn to manage conflict with pet owners - Firstline
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Client Conflict
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One way clients burst my bubble

June 1, 2008

When some clients brush off our post-surgery care instructions, they end up paying for it—twice.

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Sample script: Turn phone shoppers into clients

June 1, 2008

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:

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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.

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Tips to tailor your message

June 1, 2008

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.

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Payment procrastinators

May 1, 2008

Q. What do you do when clients say at checkout they want to pay later?

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Animal neglect: If you're suspicious

May 1, 2008

Learn what to do when you suspect neglect.

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Our client is obsessed with tests

May 1, 2008

Q. How should we handle a client who seems obsessed with repeating diagnostic tests?

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When pet owners lie

May 1, 2008

Why do clients pretend they gave medication, swear their pup stays on a leash, or claim their cat never goes outside?

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Every breath you take

May 1, 2008

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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