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FIRSTLINE, Jun 1, 2011

Client Communication The 5 most difficult veterinary clients By Debbie Allaben Gair, CVPM , Christine Hall Johnson Dealing with these nightmare clients can turn a great day into a terrible one. But following a few tips can help you get through to them with everyone's smiles—and sanity—intact. 8 keys for calming cranky clients By Debbie Allaben Gair, CVPM , Christine Hall Johnson 8 keys for calming cranky clients Front Desk Commentary: Will you give basement-level client care? By Kerry Hillard Johnson The dentist's chair: That's where I was when the tornado sirens sounded recently. The situation was most unpleasant. It's not like my jaw was numb and the drill was spinning. I was only in for a cleaning. Still, I can think of more comfortable places to be when disaster literally looms in the air. Ask the Experts Q&A: Veterinary staff meeting makeover It's time to spice up your team meetings. Q&A: Tired of babysitting my veterinary team members By Shawn McVey, MA, MSW Q: I've worked as a practice manager for 10 years and I still can't get people to take responsibility. What can I do to encourage my team members to step up to the plate? —Burnt-out Q&A: Make the distinction—veterinary technician vs. assistant Q: What's the difference between a veterinary technician and an assistant? I'm thinking of becoming certified. Pearls of Practice Celebrate the superstars at your veterinary practice Try this morale-booster on for size. Send the write message to your veterinary clients A little bit of writing can go a long way. Professional Growth 6 ways to up veterinary technicians' professional cred By Kerry Hillard Johnson Just because veterinary technicians get credentialed doesn't mean they get extra respect. Here's how to make technician credentials really worth something. Patient care Arrhythmias related to everyday emergencies By Jessica Kerr, CVT, VTS (ECC) , Alison Gottlieb, CVT, VTS (ECC) Technicians aren't all destined to be cardiologists. But all technicians should understand what a normal cardiac rhythm looks like and how it's generated. Money Matters Are you hurting your practice by offering discounts? By Bash Halow, CVPM, LVT As a caring, compassionate veterinary team member, it makes sense that you want to offer discounts to needy or deserving clients. But a little here and there can add up—perhaps to the point of hurting your practice's bottom line.

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