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FIRSTLINE, Dec 1, 2008

Client Relations Overcome 4 common client excuses By Katherine Bontrager You've heard flimsy explanations for why pet owners can't comply. Climb above these "weak" reasons by getting down to the legitimate concerns. Cut excuses to the core It's your job to help pets, so it's also your job to help clients—without judging them. Reacting the right way to a ridiculous excuse When you hear a laughable excuse, laughing is the last thing you should do. Team Building How to take meetings from bland to brilliant By Brian C. Conrad, CVPM Lift your team meetings out of the doldrums with these creative ideas. Loathe team meetings? By Brian C. Conrad, CVPM Hate is a strong word, but many employees truly do detest their staff-wide sit-downs. Learn to love team meetings. Front Desk Hiring secrets revealed By Kerry Hillard Johnson Try looking for team members everywhere—even if you're not the one doing the hiring. Ask the Experts Proper protocol for treating stray animals By Caitlin Rivers What's the protocol for stray and injured animals brought to a clinic? Who pays for treatment? When to approach the boss about team conflict By Cindy Adams, MSW, PhD When should I go to my boss about a problem I'm having with a co-worker? How to stop quick smoke breaks By Phil Seibert, CVT How do you stop employees from stepping out for a "quick" smoke break? Encourage your staff to be career-seekers and not jobholders By Ernest E. Ward Jr., DVM How can I help my team become career-seekers and not jobholders? Make a punctuality pact with team members By Pam Stevenson, CVPM How to handle chronic tardiness. Team communication Talking like cats and dogs By Gabrielle Tompkins When your team speaks, it might sound like a cacophony of meows and barks. Even if you're the lone feline-esque voice, you can still communicate. Just identify your verbal tendencies—as well as those of your co-workers—and strive to get along with the rest of the pack. Pearls of Practice Sample script: Talk to pet owners about behavior issues By Dr. J.C. Burcham Be sure to address pets' troubling behaviors. Make goal setting a team project Set monthly budget goals to meet and get the entire team involved. Distract dogs so you can get out the door Tricks to keep dogs from trying to run out the exam room door. By the Numbers 7 ways to give thanks Show clients you appreciate their business with these simple gestures. Dear Firstline Tame your beastly boss spotlight A "beastly" boss caught on camera. Web Exclusive Do you howl, growl, whine, or purr? By Liz Nartowicz Take this short quiz to find out your communication style. A picture scavenger hunt Employees will strategize and learn to work together during this team outing. Behavior assessment checklist To help clients see the signs of problem behavior, ask them to fill out this checklist. Efficiency Rules Interactive map: 7 steps to a well-oiled workflow By Liz Nartowicz Follow these room-by-room tips to take wellness visits from start to finish in record time with record results. Exam room assistant checklist Use this checklist to make sure you discuss necessary care recommendations with clients during visits. Exam room assistant checklist PDF Use this checklist to make sure you discuss necessary care recommendations with clients during visits.

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