FIRSTLINE, Dec 1, 2009 - Firstline
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FIRSTLINE, Dec 1, 2009
Cover story
Top gifts for clients and patients
By Brenda Tassava, CVPM, CVJ
An attentive voice, a giving hand, and a dignified ear are on every client and patient's wishlist this year.
Show respect for patients in the words you use
By Brendan Howard
Would you talk about your grandma that way?
Front Desk
I screwed up so you won't
By Kerry Hillard Johnson
How to continue to grow in your career while humbly remembering lessons learned.
Ask the Experts
The bonus-round question
Are bonuses a right or a privilege?
Give clients a little credit
Wha are the major pros and cons of a third-party payment plan?
Dirty doctor creates a mess for the practice
How to address personal hygeine and practice cleanliness.
Trash, treasure, or recycle X-rays
Trash, treasure, or recycle?
'Tis the season to ask for supplies
How can a practice politely request donated supplies—and actually get clients to follow through?
My View
The call of the client
By Rachael Hume
Giving clients quotes over the phone can be challenging—but that's what makes it worthwhile.
Pearls of Practice
Mangled mats get brand-new life
The Davis Animal Hospital in Naples, Fla., uses rubber mats in every large cage to provide pets with padding and stability.
Putting the freeze on parasites
Many clients don't realize flea, tick, and heartworm prevention continues to be necessary even when the temperature dips. Here are some ideas on how to jump-start an educational conversation.
Perfectly prepped antibiotic
For reconstituting medications such as amoxicillin drops or amoxicillin drops with clavulanic acid, the practice team at Occidental Veterinary Hospital in Occidental, Calif., uses an 8-oz dispensing bottle with a re-autoclaved 12-ml syringe.
Angel pins help pets and people
Team members at the Stanglein Veterinary Clinic in Northampton, Pa., attach angel pins to critical patients' kennels, along with a note explaining the gift.
Handing out handmade hugs
When a team member is out sick or experiences a difficult time, the staff at the Waynesville Veterinary Hospital shows it cares by sending hugs—of the personalized paper variety.
Gift cards make re-draws a treat
When results from an outside lab or in-clinic equipment show errors with blood samples, clients must bring their pets back in for a re-draw.
Professional Growth
How to cope when disrespect hurts
By Brendan Howard
Three ways to cope with disrespect on the job at a veterinary hospital.
8 ways to earn the respect you deserve
By Brendan Howard
Try this approach to reaching big-dog respect levels. It can help you love your veterinary hospital job—and the people who come with it—again.
How to manage disrespect right out the door
By Brendan Howard
Managers: Work with team members to see how their behavior and words hurt others
By the Numbers
5 reasons to fail today
The coming new year offers the perfect time to go out on a limb—even if you fall flat. Here are five phenomenal ways your setbacks help you climb to the top.
Skill Builder
Why do dogs and cats eat grass?
By Benjamin L. Hart, DVM, PhD, DACVB
Dogs and cats are often observed eating grass and other plants of no apparent value.

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