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FIRSTLINE, Aug 1, 2009

Client Relations When pets get left behind Pet abandonment is on the rise. Here's how you can help struggling clients and their animals. Feline heartworms: This cat's got your tongue Team members don't know what to say to educate clients about feline heartworms. Front Desk Wearing numbers well By Kerry Hillard Johnson A fashionable look at this issue's behind the scenes. Tail end Who are Firstline readers? Here's a quick snapshot of the average Firstline reader, according to our 2009 Team Trends Study. Money Matters Cross the digital divide See which technologies team members say their practices use. Concern for clients outweighs personal worries Team members seem more worried about pet owners than themselves during recession. Technology nets you e-mazing results Save time and money by tapping into your practice's technological potential. What's your financial outcome? The recession's ripple effect caused gray days. But the sun's still peeking through. Eliminate clients' sticker shock Here are three ways to help clients afford care and keep pets at optimum health. Professional Growth What do team members make? Here's a look at average employee earnings by position and region. How does your pay stack up? Love 'em & leave 'em Why team members are walking away from jobs they enjoy. Duty bound: What do team members do? Find out your primary job responsibilities by position. Benefits and pay: Making a slow upward climb While average earnings are up from years past, 2009 isn't a banner year for team pay. Value of technicians CE remains a sound investment—even in tight economic times. Communication Strategies Who's more compliant? See where you and your clients stand on getting the standard recommended care. Practice what you preach You talk to clients daily about the importance of complying, but do you follow your own advice? It's time to reflect on your recommendations. The cost of clashing Conflict happens—and that's OK. But if it's not handled correctly, people and pets suffer. Make compliance personal Provide staff opportunity to trial new or recommended products to boost team and client compliance. Do as I say, not as I do Who's more compliant: team members or clients?

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