FIRSTLINE, Sep 1, 2013 - Firstline
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FIRSTLINE, Sep 1, 2013
Cover story
Clients nibbling away at your good mood?
By Portia Stewart
When veterinary clients take a bite out of you, use these tips to retrain their most challenging behaviors.
Solutions for spoiled veterinary clients
Have a demanding veterinary client? Use these tips to get through those appointments and better your client's experience.
Identify and handle out-of-control veterinary clients
Protect yourself, coworkers and clients with these simple steps.
Ask the Experts
How to work in your veterinary clinic after losing a beloved pet
Q: Six months ago I lost my beloved pet. Over the past several weeks I've been struggling to deal with the sad parts of my job. I can work a double shift and deal with angry clients, but I still can't room a euthanasia appointment. It seems like I'm always on the verge of tears.
I'm fed up with the manager at my veterinary clinic
By Shawn McVey, MA, MSW
I love my job but our office manager is a big problem. She's very unprofessional and rude. She has given a tongue lashing to many clients and driven them away. I and my other team members suspect that she's stolen money, and we're sick of her attitude, the disrespect to others and her laziness. We confronted the owner about our concerns. He will have brief chats with her, but it only does good for a couple of hours. Help!
Pearls of Practice
An ode to smartphones at the veterinary clinic
How can you handle smartphones in your veterinary clinic? Plus, a poem to help employees remember to keep their phone away.
3 tips to better dental care at your veterinary clinic
Want more tips from Patricia March, RVT, VTS (Dentistry)? See March speak at CVC San Diego.
Sample script: Talk to veterinary clients about online pharmacies and home delivery
Use this script to talk to veterinary clients about the advantages of ditching online pharmacies.
The VHMA files: Connect with veterinary clients
By Christine Shupe
Surveys let veterinary clients rate your performance before they take their frustrations online.
Taming your veterinary clinic's cat
Team members tame Teeter's totter issue with a special solution to manage this feline's mischief.
Team Builder
Sample conversation tree: Taking your concerns to the boss
To prepare for a meeting with your veterinary team manager, write down your thoughts. State the problem in one or two sentences. Next, list two or three specific examples with approximate dates and times. Finally, offer a positive solution. "Fire Mary" isn't what most managers want to hear. Bosses want constructive steps that can help heal your team. Start your conversation with a request that respects your manager's time:
Find the formula for teamwork
By Ernest E. Ward Jr., DVM
It doesn't take a potion to tame the Jekyll and Hyde behaviors in your veterinary practice. Consider these solutions for a more harmonious veterinary team.
Communication Strategies
Are you a coachable team player?
By W. Bradford Swift, DVM
Ready to make game-changing plays in pets' health? You must start by opening yourself to messages from your coaches and practice leaders.
Four-week practice schedule for coachable player
An important trait of coachable players is their willingness to practice to improve their performance. So here are some exercises you can practice to develop yourself as a coachable veterinary team member:

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