ADVERTISEMENT

FIRSTLINE, Dec 1, 2009

Client Relations 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.

ADVERTISEMENT