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FIRSTLINE, Sep 1, 2009

Client Relations Extend hours to keep clients happy and patients healthy Extend hours to keep clients happy and patients healthy. Connect with your community online and off The Web offers all sorts of new ways to reach out and touch your clients. But are all of these new technologies boons or boondoggles for your practice? They can be useful, says Dr. Ernest Ward Jr., owner of Seaside Animal Care in Calabash, N.C., if used with care. Clients' No. 1 complaint What's the best way to minimize the cash clash? Real clients reveal why they love their veterinary practices By Portia Stewart Real clients share what keeps them going back to their practices. Professional Development Should your practice install video surveillance? By Sheila Grosdidier, BS, RVT Managers: Consider state laws, as well as employee response, to make sure the practice and its team are equally protected by video surveillance. Can bosses monitor your online activity at work? Can your boss monitor what you're doing online? Read this before you visit another site or send another e-mail. Video surveillance: Who's watching you? By Sheila Grosdidier, BS, RVT More and more practices are using video surveillance. Here's what you need to know about being filmed at work. By the Numbers America's 5 most wanted dogs By Liz Nartowicz The most popular dogs in America can teach you a thing or two about how to become the pick of your practice. Pearls of Practice Give cremations a personal touch Give cremations a personal touch. Free dental exams increase client awareness Complimentary tooth checks increase the number of dental cleanings—and thus healthy pets. How to confront co-workers without the drama Putting issues on the table and talking about them openly isn't easy, but if you want a healthy work environment, it's necessary. To get you started, Shawn McVey, MA, MSW, shares this example. Shower pets with security Use shower curtains to keep caged animals anxiety levels low. Skill Builder Rehabilitation defined This glossary provides the definitions of terms used in the article Creature Comfort. How rehab helps pets By Kathy Coffman, CCRT, CMT A quick Q&A to get you up to speed on rehabilitation. A splashy way to rehabilitate pets Underwater treadmills help pets recover. Ask the Experts Your role with referrals What can team members do to help veterinarians as they refer more cases? Ask Amy: Veterinary assistant asks what to do about irresponsible pet owners A veterinary assistant in a college town seeks advice about how to educate young pet owners. Why your food trumps pet stores' Here's your script for talking to clients about the importance of buying therapeutic pet food at your clinic—not a pet store.

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