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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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