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How to serve clients with disabilities
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| By
Toni Eames, MS
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Ed Eames, PhD
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Use these tips to tune in to the needs of your clients with disabilities—and help them offer top-notch care for their animal companions.
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More than words
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| By
Kristine Suszczynski
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An angry client taught me to probe deeper to uncover the real reason behind his seemingly unreasonable behavior.
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7 tips to transform bad behavior
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| By
Kelly Stazyk
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Use these targeted tactics to chisel away at team members' bad behavior and heigh-ho poor performance right out of your practice.
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Tell your story
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| By
Portia Stewart
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Most of us aren't very comfortable talking about ourselves. It's a hard skill to master, and too often it feels like you're bragging. But if you're not talking about what you do well, how will others know? If you're waiting for them to catch you in the act, you may have a long wait.
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Turn up the dial on client education
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| By
Pamela Stevenson, CVPM
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Q When I discuss client education topics, I feel like clients are tuning me out. How can I make them listen?
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Handle with care
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| By
Robin Downing, DVM, Dipl. AAPM
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Q What can we do to gently handle pets with possible pain issues?
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Ask Amy: Get prescriptions out the door
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Our receptionists often forget to give clients their pets' medications before they leave our practice. I created a hanging prescription filing system to simplify the process, but that hasn't resolved the problem. I've approached my managers about the issue, but they don't seem concerned. What should I do?
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Ask Amy: Our team is lactose intolerant
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We rehired a team member after she had a baby and she's implemented a nursing regimen at work. At lunch, she nurses in her car with her undergarments visible or on the side lawn of the practice parking lot. Then she pumps—in our doctor's office. The rest of the staff is uncomfortable, and we would like to encourage discretion while still supporting her decision to nurse her child. How do I approach this employee?
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Prepare clients for potential charges
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| By
Adam Dixon
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Q How can we prepare clients for unexpected costs that result from problems found during dental cleanings?
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Reward the team with a sneak attack
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| By
Debbie Kaczmarski, LVT
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The team at Concord Veterinary Center in Springville, NY, expected an uneventful monthly practice staff meeting, but Debbie Kaczmarski, LVT, the hospital manager, and Craig Wiede, DVM, the practice's owner, had another plan.
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Chip away resistance
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| By
Paige Phillips, RVT
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For clients who believe their pet won't get lost or feel a collar and tag sufficiently identify their pet, Paige Phillips, RVT, a Firstline Editorial Advisory Board member, suggests sharing these examples of how a microchip can save the day—and their pet's life:
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End front vs. back battles
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| By
Crystal Steen
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Sick of the communication gaps and the infighting about policy changes that often occur between front and back office team members? Crystal Steen, a receptionist at Pet Care Vet in Virginia Beach, Va., suggests electing area liaisons.
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Sample script: Explain the risks of zoonosis
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You can safeguard the lives of pets and their families by discussing zoonotic diseases and prevention.
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Who's tuning in to private discussions?
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| By
Caitlin Rivers
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Mrs. Busibodi's eyes say she's examining your tastefully displayed practice brochure, but her dog-like hearing is tuned to eavesdrop so she can catch all the juicy details about Mr. Neverpay's past-due account.
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"On the job" Bobbi Ray, RVT
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| By
Bobbi Ray, RVT
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On an ordinary day a few months ago, I watched a cartoon with my toddler about seeds of discontent.
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Diagnosis: blocked!
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| By
Joanne Bowman, RVT
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My own illness gave me a glimpse into the tough road to recovery the patients at our clinic face every day—and how my care can make a difference.
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Quit waiting around for no-shows
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| By
Elizabeth Trotta
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You'd much rather be working with clients and pets than thumb-twiddling or standing around dreaming about services you could be rendering. So use these tips to cut back on no-shows and get back to business.
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How will you tell her?
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| By
Jim Kramer, DVM, CVPM
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It's never easy to be the bearer of bad tidings. But you can ease the hurt clients feel with a sensitive approach. Here's what you need to know to break bad news gently.
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27 reasons to smile
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Economy got you down? Read this list to remind yourself why you love your job.
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