FIRSTLINE, Jun 1, 2008 - Firstline
  • SEARCH:
FirstLine

ADVERTISEMENT

FIRSTLINE, Jun 1, 2008
Cover story
Tips to tailor your message
By Caitlin Rivers
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.
The topics you tailor
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.
Team Building
Trainees: Open up to learning
By Julie Gurnon
Show your new team members you're working to make their jobs easier and provide the best service and care.
Put new hires on the right path
By Julie Gurnon
Don't let high turnover send your team off track. Here's how you can contribute to new team members' success and create a culture that encourages them to stay.
Front Desk
Are you prepared?
By Portia Stewart
Here in the Midwest, it's been a stormy season. Some states have seen record numbers of twisters, and we've had to kennel our dog during thunderstorms so many times this year we've stopped counting. If you've ever lived in an area where tornadoes are common, you know the chill the tornado siren sends when it starts to moan.
Ask the Experts
When work gets personal
By Shawn G. McVey, MA, MSW
Q. How do I set boundaries for employees' conversations while at work?
More clients, same care
By Pam Weakley
Q. Our practice is getting busier. How can we keep a personal touch?
Help light team members' fire
By Debbie Allaben Gair, CVPM
Q. How do I inspire an uninspired team member?
Pearls of Practice
Count pets in case of evacuation
By Joanne Bowman, RVT
After they count the cash register and prepare for the next day's appointments, team members at Cottonwood Animal Hospital in Ottawa, Kan., count the tails of boarding pets.
Sample script: Turn phone shoppers into clients
By Gina Toman, RVT
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:
Make time to share
By Tanya Elmore
Would you ever guess your technician plays the trombone or your receptionist owns the world's largest stuffed cat collection?
Capture new pets' photos
By Dan Meakin, DVM
What pet owner doesn't love photos of a new pet? That's the philosophy of team members at All Creatures Animal Hospital in Amelia, Ohio.
Professional Growth
How much do you do?
By Karen E. Felsted, CPA, MS, DVM, CVPM
You're more than your title. And a job description may be the tool you need to clarify your manager's expectations and position yourself for growth in your practice, from raises to promotions.
Communication Strategies
One way clients burst my bubble
By Rachael Hume
When some clients brush off our post-surgery care instructions, they end up paying for it—twice.
6 statements that burst your bubble
By Felicia Daniels
Some remarks from clients and colleagues can deflate your enthusiasm. Here's how to respond the next time their words make you ready to pop.
Money Matters
Picture the savings
By Leslie A. Mamalis, MBA, MSIT
Want a say in how owners spend the practice's money? Try saving a little first. Use these cost-cutting steps to increase efficiency, consume consciously, and add bucks to the practice's bottom line.
Web Exclusive
Technician in-room checklist
Use this checklist to make sure you discuss necessary care recommendations with clients during visits.
Employee questionnaire
Use this questionnaire to help employees assess their roles and performance in your practice.
Receptionist position description
The receptionist's main responsibility is to assure the smooth, orderly flow of clients and patients. Receptionists report to the Client-Services Director.
By the Numbers
8 tips to get heard
You educate clients, recommend care, train new team members, propose ideas, relay CE experiences, lead meetings ... Whew! You talk a lot. So use these tips to make sure you're heard.

ADVERTISEMENT

Click here