FIRSTLINE, Mar 1, 2009 - Firstline
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FIRSTLINE, Mar 1, 2009
Cover story
5 tolerance commandments
Make a pact not to judge clients.
Stop judging clients
By Pamela Stevenson, CVPM
Eradicate assumptions to improve client and patient care.
When should you act as the jury?
By Pamela Stevenson, CVPM
Take a gavel to judgmental thinking.
Team Building
Apples to apples
See which bad seeds pollinate your practice.
Ripe vs. rotten team members
Is your team functional or dysfunctional?
Sample: Rules of conduct
Download a free disciplinary action outline.
How to deal with rotten team members
By Liz Nartowicz
Here are 5 unsavory types, and how to keep these bad apples from spoiling your team.
Front Desk
Don't like my cat? Fake it
By Kerry Hillard Johnson
Clients can sense if you're not a feline fan.
Ask the Experts
Measure pain practicewide
By Robin Downing, DVM, Dipl. AAPM
How to implement a pain scoring system.
Naughty or nice
By Cindy Adams, MSW, PhD
Don't give backhanded compliments.
Make preventive care personal
By Carol Schubert Hancock
Stress the importance of wellness screenings.
Ask Amy: Silence verbal abuse
Stop hurtful and embarrassing comments.
Special report
Get cats out of the shadows
By Kerry Hillard Johnson
Data show that feline health is experiencing an alarming downward spiral. Here are a few practical ways any team member can illuminate these dark days for cats.
Who are your patients?
See which species visited the veterinarian in 2006.
5 mouser myths debunked
Teach clients the facts behind the top feline fables.
Variety is the spice of life—and quality care
Build the skills you need to treat feline patients.
More cats, less care
Cats are the top pet, but dogs are the top patient.
Dear Firstline
Praise for pit bulls
Ban bad owners, not breeds.
A scheduling emergency
How to schedule emergency slots.
Opperman responds
An expert's tips to scheduling.
Pearls of Practice
Fridge-worthy marketing
Attract clients like refrigerator magnets.
"I dunno" isn't an answer
Stop scrambling to find obscure objects.
Nuzzle up to muzzles
Warm clients up to the idea of muzzles.
Do's and don'ts for selling recommendations
What to say when making a recommendation.
Client handout: Certificate of bravery
Award surgery patients for their bravery.
Sample script: Push products without being a pushy salesperson
A sincere recommendation isn't the same as a sales pitch.
Professional Growth
Is team CE worth the money?
By Amy Butzier, BS, MEd, CVT
Always. Here's why the practice should invest in team member CE—with a script for approaching the boss about it.
What does CE mean for me?
By Amy Butzier, BS, MEd, CVT
Redefine what CE means to you and your practice.
Who goes to CE?
Team members to attend CE in 2009.
By the Numbers
7 silver linings to the gray economy
Check out these bright sides to the recession.
Web Exclusive
Dealing with Drama Dharma
By Liz Nartowicz
Handle attention-seeking team members.

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