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FIRSTLINE, May 1, 2008

Client Relations When pet owners lie By Craig Woloshyn, DVM Why do clients pretend they gave medication, swear their pup stays on a leash, or claim their cat never goes outside? Front Desk Scratch the itch By Portia Stewart Sandy scratches. A lot. When her leg gets going, it makes a sound against the floor like a hammer driving a nail. My mother-in-law, Jane, first noticed Sandy's behavior a few months ago. When Jane took Sandy, a mid-sized 13-year-old mixed-breed pooch, to the veterinarian, he suggested a diet change to curb the scratching that makes her so uncomfortable. Ask the Experts Our client is obsessed with tests By Jim Kramer, DVM, CVPM Q. How should we handle a client who seems obsessed with repeating diagnostic tests? How to catch lost charges By Nancy Potter Q. How can we make sure we capture all the services performed during appointments? Payment procrastinators By Pamela Stevenson, CVPM Q. What do you do when clients say at checkout they want to pay later? Pearls of Practice Celebrate Client Appreciation Week By Denise Shifflett Clients just might feel spoiled with the attention they receive during Client Appreciation Week at VCA University Veterinary Clinic in Fairfax, Va. Sample script: How to discuss chronic pain management By Robin Downing, DVM, Dipl. AAPM "Pet owners don't want their pets to suffer, so we rarely encounter resistance to our pain management recommendations," says Robin Downing, DVM, Dipl. AAPM, owner of Windsor Veterinary Clinic and The Downing Center for Animal Pain Management in Windsor, Colo. Build a buzz with client seminars By Tracey Nowers, CVT Do you yearn to learn and enlighten clients with your know-how? If you're passionate about client education, consider hosting educational classes for clients. Skill Builder Whose career is it anyway? By Brian C. Conrad, CVPM Stop waiting for your boss to notice you quietly toiling away, longing for more responsibility or a promotion. It's your career, so what are you going to do with it? Professional Growth Every breath you take 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. Making It Meaningful Building the bond: Regarding Alfred By Caitlin Amans A compassionate animal lover rescued a guinea pig near death and nursed it back to health, renewing my belief in the healing power of love. Web Exclusive Brian Conrad demonstrates asking a superior to delegate By Brian C. Conrad, CVPM Learn how to encourage your doctor or manager to pursue an idea for change with you. Jack Tuckner discusses harassment Employment attorney Jack Tuckner speaks about prominent sexual harassment cases. AVMA harassment policy View the AVMA's model policy on harassment and a discrimination-free veterinary workplace. Goal planning form This tool helps you think through the steps you'll take to achieve your objectives and spot potential obstacles. Animal neglect: If you're suspicious Learn what to do when you suspect neglect. By the Numbers 9 business facts you should know Firstline Editorial Advisory Board members share the secrets you didn't know you didn't know about the veterinary business.

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