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FIRSTLINE, Apr 1, 2010

Front Desk Firstline editors want you to contribute By Kerry Hillard Johnson Firstline is looking for innovative team members to share ideas with the magazine and veterinary practices nationwide. Ask the Experts Ask Amy: Handling cranky clients Q&A: What can receptionists do when clients are angry about the bill? Q&A: When requests for help go unheard Ensure your requests are reasonable and lines of communication are open. Q&A: Regulating our radiation By Phil Seibert, CVT Traditional, CR, or DR: Keep those safety garments and OSHA procedures in place. Q&A: Explaining vaccinations to clients After explaining core vaccines, ask questions about the pet's and client's lifestyle. Pearls of Practice Start your own "Biggest Loser" program Use the TV weight-loss show to inspire clients. Sample script: Take the sting out of allergy talks Use these tips to communicate with clients about itching. Use marbles to mix your liquid dewormers Using marbles can help scrape sediments off the bottom of liquid dewormer bottles. Skill Builder What equipment can do for you and your practice By Michelle Hainer Using a new piece of equipment for the first time is like playing with a new toy. But the technology is more than just fun and games—here's how it can help you, your patients, and your practice. Communication Strategies Handle staff complaints with humor Here's how one hospital handles staff compliants with humor. How I handle clients with "wild" pets By Rachael Hume Squirrels are all the rage in my practice's hometown. Here's how I let clients know they're not appropriate housepets. Establishing a practice code of ethics Here are 3 tips to get your practice's ethical protocols on track. Handling 4 hairy situations By Erika Rasmusson Janes Here's how to wash four sticky ethical problems right out of your hair. How to complain properly By Ashley Hopkins A carefully-worded complaint can transform a negative into a positive. Here are five ways to switch fault-finding into fix-finding. My View Don't judge me—or your clients By Kristine Suszczynski What you see is not always what you get. So don't assume an overweight person is unhealthy—or a ratty-looking client doesn't want the best for his pet. Patient care Tick trivia: A clinical quiz By Susan E. Little, DVM, PhD, DEVPC Test your knowledge of these little suckers and the diseases they transmit.

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