FIRSTLINE, Jan 1, 2010 - Firstline
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FIRSTLINE, Jan 1, 2010
Front Desk
Bracing for the big one
By Kerry Hillard Johnson
The final chapter of the Firstline Challenge prepares you to build strong bonds with clients by providing excellent service and education.
Ask the Experts
Know-it-all clients
How to address overconfident pet owners.
Talking payment under pressure
What to do when pet owners are upset over emergency bills.
Veterinary technician externship guidelines
By Amy Butzier, BS, MEd, CVT
Follow this advice for training student veterinary technicians during an externship.
Pearls of Practice
Puppy and kitten kits grow up
Create adult pet kits to educate clients and increase client compliance.
Faithful follow-ups bond pet owners
Learn how follow-up calls help strengthen the client-clinic bond.
Finders, keepers. Losers, learners.
Have clients laughing—and learning—in the waiting room with this creative educational technique.
Patient care
Talking to clients about feline elimination problems
By Kenneth R. Harkin, DVM, DACVIM
Cats that begin urinating outside of the litter box can be a challenge. Here's how to help pet owners deal.
Practical ideas for managing common urologic problems
By Kenneth R. Harkin, DVM, DACVIM
These tips—two for dogs and one for cats—are easy to implement and will improve patient care.
Industry issues
Do you support declaw bans? Read two views
By Leslie Boudreau, RVT , Jennifer Conrad, DVM
Two team members sound off about the recent California declaw bans.
Client Education
5 top client questions answered
By Michelle Hainer
The barrage of queries can be head spinning. Keep your responses straight by following this advice.

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