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FIRSTLINE, Mar 1, 2008

Client Relations When pets and people behave badly By Kelly Stazyk Sometimes pets and their owners share an uncanny resemblance—bad behavior. Use this chart to tackle both species' less favorable features. Ask the Experts Ask Amy: Reminders: Third time's the charm My team members are anxious about calling clients for third reminders. Can you offer a sample script to make these awkward conversations a little easier? Revenue up, traffic down By Lorraine Monheiser List, CPA, CVA, MEd Q How do we help our practice owner see our revenue is increasing even though practice traffic seems slower? The money's where the mouth is By Pamela Stevenson, CVPM Q Should I receive compensation or bonuses for the dental procedures I'm specially trained to perform? Help me, Rhonda By Debbie Allaben Gair, CVPM Q When I ask my co-workers for help, they seem receptive but never follow through. What should I do? Get your priorities straight By Mary Ann Vande Linde, DVM Q When the phone is ringing, there's a client to be checked out, and a technician has a question, how do I prioritize? Making It Meaningful Service in a strange land By Tracey Nowers, CVT You must watch what you eat. You can't drink the water or even brush your teeth with it. Nothing is sterile. And yet, my experiences at a spay and neuter clinic in the Dominican Republic have been among the most rewarding in my career. Team Building In their shoes By Julie Gurnon It's time to bare your sole to team members and share what rubs you the wrong way. Use these tips and insights to put your team on an even heel. Front Desk Those little betrayals By Portia Stewart Mary's a customer service guru and a gossip. Lisa's a whiz with lab work, but she tends to grouch when she's pressed and running behind. These are the perfect set-ups for little betrayals. Marketing Strategies Build better puppy and kitten kits By Kelly Stazyk Don't whiff on this all-important chance to bond clients to your practice for life. Pearls of Practice Saved by the bell By Stephanie Preiser When the school bell rings at Heritage Animal Hospital in Maple Grove, Minn., team members celebrate. On the Job: Shannon Miller, DVM By Shannon Miller, DVM One night about a year ago, I was on call but had important business to attend to—I was standing in line at a local bookstore waiting for the release of the latest book in the Harry Potter series. It was midnight, and true to form, my pager, the black box of evil, chimed. Hunt for a good time By Susan Harr To keep the team eggs-ited at Cloverleaf Animal Hospital in Westfield Center, Ohio, Linda Randall, DVM, AVBP, and Susan Harr, the practice manager, host an annual indoor spring egg hunt at their one-doctor practice. Have your people call my people By Tracey Cimmarusti Pet owners with hospitalized pets at Associated Veterinary Specialists in Bridgeton, Mo., always know news about their pet's condition is just a phone call away. Sample script: When tempers flare By Pam Weakley Everyone's bound to disagree sometimes, but it becomes everyone's problem when issues aren't resolved quickly, says Pam Weakley, a Firstline Editorial Advisory Board member and the practice manager at Dickman Road Veterinary Clinic in Battle Creek, Mich. Communication Strategies Generation wars: Can't we all just get along? By Meagan Johnson She's a workaholic. He doesn't get the rules. She wants a steady, independent work environment, while he prefers lots of activity and public recognition. Here's a quick guide to the care and feeding of team members from different generations. Confront the elephant By Shawn G. McVey, MA, MSW Are there tough talks you're not having? Learn to lay issues on the table and push that pachyderm out of your practice and your life. Web Exclusive Tracey Nowers' Project Samana pictures Tracey Nowers, CVT, takes you on a guided tour of her experience with Project Samana, a volunteer program that runs spay and neuter clinics in the Dominican Republic. Ultimate puppy and kitten kit idea list By Kelly Stazyk Review this list of items to include in puppy and kitten kits. Then select the handouts and giveaways that target your practice's education mission and goals. What's your generational IQ? Are you in tune with Baby Boomers? All-knowing of New Millenniums? Savvy with Generation X? Up to snuff with Traditionals? Take this quiz and test your generational know-how. Winter care tips for your pet Review these tips to keep pets safe and healthy during the fall and winter seasons. Summer care tips for your pet Review these tips to keep pets safe and healthy during the spring and summer seasons. What shoe are you? Use this card to record your biggest work challenges and what your team can do to relate to you. Then discuss your answers at the next staff meeting. How can your team make your job easier? Team members with different roles answer the question, "What can your team do to make your job easier for you?" Professional Development 10 ways to appreciate your team Everybody wants to feel recognized by their bosses and peers. Here's how you can say thanks and boost morale in your practice.

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