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FIRSTLINE, May 1, 2007

Front Desk Weathering the recall By Portia Stewart We talk about the bond between people and their pets every day, but the waves of phone calls your practice has fielded about the pet food recall are just one more demonstration of how much your clients really love their pets. The news about the recall seems to change with alarming regularity. Even now, your calls may have trickled down to nothing or another recall bombshell could be set to explode. Client Relations Train your difficult clients By Nancy Allen How do you handle bad behavior from good pet owners? Use this advice to deal with your most difficult clients and keep messy exchanges to a minimum. Ask the Experts Our recommendations are inconsistent By Carol Schubert Hancock Q. Our team members make different product recommendations for heartworm and flea and tick prevention. How do we get them on the same page? Get more training By Amy Butzier, BS, MEd, CVT Q. I'm a credentialed technician, and I'm interested in specialty training. What are my options? Where there's smoke, no hires By Dr. Karl Salszieder Q. We're hiring a new team member. Can we specify "no smokers" in our classified ad? Pearls of Practice On the Job: Kris Tajchman By Kris Tajchman It's easy to feel warm and fuzzy over a furry feline or pooch, but other pets can inspire the same devotion from their owners. This is a lesson that my team learned after an uncommon encounter. A picture's worth a thousand words By Beth Wallukait A white, sparkling smile is in, and that goes for pets, too. So when clients opt for dental care, show them what they paid for, says Beth Wallukait, a receptionist at Bryan Animal Hospital in Des Moines, Iowa. Diet--a four-letter word By Heather Kirkwood When it's time to talk about a pet's weight with clients, be sensitive. Skill Builder Manage pets' pain By Robin Downing, DVM, Dipl. AAPM Your team can help heal the hurt pets feel with a pain management program that supports pet owners. Dear Firstline Down with bullies The article "How to Beat a Bully" in the January/February issue really hit home. Goals are key to success By James R. Jorgensen Your editor's note, "I Love My Job" (January/February 2007) hit the nail on the head. By the Numbers 10 ways to get what you want When it's time to negotiate, don't be a doormat or a bully. Use these tips to find common ground.

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