FIRSTLINE, May 1, 2011 - Firstline
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FIRSTLINE, May 1, 2011
Client service
Receptionists: Stop playing doctor and start hooking new clients
By Jennifer Graham
That first phone call is the most important point of contact your practice will have with a client. But receptionists who overstep their boundaries or demonstrate poor phone skills do more harm than good. Here's how to respectfully get pet owners off the phone and into your clinic.
Front Desk
Commentary: The comforts of home
By Kerry Hillard Johnson
In-home sales parties can be a good reminder for how you should be connecting with clients.
News Report
The state of pet health—in decline?
Team members, listen up: A new study says preventable problems in pets are on the rise.
Ask the Experts
Top 5 dermatology questions clients ask technicians
By Rudayna Ghubash, DVM, DACVD
Use this information to successfully answer clients' questions about their pets' dermatology issues.
Q&A: How should I deal with a veterinary boss that shouts and curses at me?
By Shawn McVey, MA, MSW
No team member should have to deal with that verbal abuse. It's time to take the veterinarian aside.
Pearls of Practice
Easy way to store leashes at your veterinary clinic
Get a leash, on leashes.
Trade ideas for cash at your veterinary clinic
Save money, earn cash.
Patient care
Managing complications in diabetic cats
By Robin Sereno, BS, CVT, VTS (SAIM)
Learn the signs and common treatments for the chronic and acute complications that may develop so you can help catch them early in your feline patients.
5 ways to enrich patients' environment at your practice
By Sherrie Yuschak, RVT
Consider the five senses and create a peaceful practice environment for your stressed-out patients.
Professional Growth
Surprise! How to deal with stress in your veterinary practice
By Kristine Suszczynski
As a veterinary team member, you expect the unexpected. Here's how to stay calm when dealing with stress.
Skill Builder
Generic drugs: The benefits and challenges
By Portia Stewart
Knowing about the drugs your veterinary practice uses is becoming increasingly important as new products emerge and clients become more aware of options. Here's how to educate—and bond—with your clients using your drug expertise.
How to respond to "Can I buy this elsewhere?"
By Portia Stewart
How to respond to "Can I buy this elsewhere?"

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