FIRSTLINE, Jul 1, 2008 - Firstline
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FIRSTLINE, Jul 1, 2008
Cover story
Bond clients for life
By Kristin Keeney
These case studies show how to strengthen your relationships with clients and grow your practice.
Front Desk
What's keeping you up at night?
By Portia Stewart
Ever wake up in the middle of the night and worry about work? What's on your mind as you toss and turn, silently seething over the sleep you're missing and the problem that won't stop rolling around in your mind? We wanted to know. So in March, we asked. Here's what you said:
Ask the Experts
Communicate clients' payment options
By Lorraine Monheiser List, CPA, CVA, MEd
How do we tell clients we can't help them when they can't pay for the care their pet receives?
Solutions for abusive clients
By Sheila Grosdidier, BS, RVT
How should we handle aggressive clients who use foul language, throw invoices, or behave badly?
Pearls of Practice
Pull-ups push back at stress
By Therese Holmes
When stress drags down team members at Ontario Veterinary Hospital in Ontario, they pull themselves up with pull-ups.
Sample script: Offer smooth discharge visits
By Pam Stevenson, CVPM
You: Hello, Ms. Worrysome.
Offer clients free dental kits
By Kerstin Althoff, CVT
Clients and patients win big when they undergo dental cleanings at Animal Hospital of Seminole in Seminole, Fla.
Efficiency Rules
5 ways to work smarter
By Kelly Stazyk
Take charge of the problems that swamp your practice and make it a brighter day for your team.
Professional Growth
Create a triangle of wellness
By Margie Carr
Use these tips from Christiane Holbrook, a life coach in Pasadena, Calif., to maintain a healthy life balance.
FAQs: Compassion fatigue
By Kelly Stazyk
What is compassion fatigue, and how can you identify your risk? Serena Wadhwa, PsyD, LCPC, CADC, an expert on stress, burnout, and compassion fatigue in Chicago, offers answers to help team members identify and manage the emotional demands of veterinary practice.
Communication Strategies
Bring peace back to your practice
By Heather Kirkwood
No more drama.
Don't debate--communicate!
By Heather Kirkwood
Learn to take the sting out of verbal darts and head off conflicts with co-workers.
Web Exclusive
Sample conflict resolution plan
By Sheila Grosdidier, BS, RVT
Use these guidelines to create your own step-by-step plan that outlines who team members should approach and how to report a problem with a co-worker if team members can't resolve the issue by themselves.
Client handout: Understanding your pet's blood work
Use this client education form to teach pet owners about the blood work your veterinary practice recommends.
New program worksheet
Want to add a new program? Jump start the planning process and build buy-in by asking your team members these questions.
Patient record checklist
Use these checklist to help update and ensure complete patient medical records.
Payment agreement form
Use this form if you accept held checks from clients.
Relaxation exercise
Use this tool to ease your burgeoning stress level and help bring balance to your life.
7 tips to defuse angry clients
By Sheila Grosdidier, BS, RVT
Review these techniques to help you prepare for your next encounter with aggressive clients.
Understanding your pet's blood work
Use this client education form to teach pet owners about the blood work your veterinary practice recommends.
By the Numbers
9 ways to boost your confidence
Success creates positive momentum for more achievement and builds your confidence. So follow these tips to position yourself for success.

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