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27 steps to make an ow visit wow!
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| By
Mark Opperman, CVPM
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Don't settle for just-OK visits anymore. Use these service strategies to take your team's performance up a notch
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Co-workers from hell
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| By
Heather Kirkwood
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When you're faced with a co-worker who's acting like a demon, these strategies will help.
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Who are you?
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| By
Portia Stewart
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Here's a quick snapshot of what we've learned about your career, pay, responsibilities, and feelings about veterinary practice.
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Boomer's big break
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| By
Kristi W. Busby, DVM
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A stray dog in a small Alabama town found a home and a calling visiting nursing homes with a young veterinarian.
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It's worth calling the veterinarian "doctor"
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| By
Kimberly Lane, BS, LVT
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When you use the title your boss earned, you build respect for your team, increase your authority with clients, and lay the groundwork for a more professional workplace. And that's just for starters
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Hone your phone skills
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| By
Lori Roke Stine
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Whether you answer the phone twice a day or twice a minute, these tips will help you handle a range of calls with finesse and keep conflict with clients to a minimum.
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Extending a warm welcome
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| By
Marnette Denell Falley
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This new publication is brought to you from the editors of Veterinary Economics, the magazine that veterinarians turn to for the information and inspiration they need to create successful practices and coach successful teams. But Firstline is designed just for you.
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But it's not my job...
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| By
Lisa Diffell, CVT
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The doctor uses me as a receptionist, although I'm a registered veterinary technician. What should I do?
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Little hands make mischief
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| By
Sally Hickey
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Clients often ditch their kids in the reception area. What should we do?
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Confronting sexism
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| By
Charlotte Lacroix
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The owner of my practice makes rude remarks about women's work abilities. Should I confront the doctor about his sexist comments?
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Encouraging an open mind
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| By
W. Bradford Swift, DVM
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My doctor doesn't like to change. How can I make him more open to new ideas and approaches?
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Clients who refuse care
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| By
Sheila Grosdidier, BS, RVT
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Last week a client brought in a very sick pet and refused to treat it because of the cost. This makes me furious. What can I do?
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When the doc's just not buying it
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| By
W. Bradford Swift, DVM
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The practice owner won't invest in a piece of new equipment that I think we really need. How can I convince her to buy?
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Warring bosses
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| By
Karen E. Felsted, CPA, MS, DVM, CVPM
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Whose directions should I follow when the doctors disagree?
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Handling Mr. Nasty
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| By
Karen Sabatini
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Do I have to be nice if a client is really rude?
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Tips to untangle your spine
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Feel that pinch in your back? Or maybe your wrists ache. Perhaps you've got a chronic case of phone neck—that permanent crick from bracing the phone with your neck while you scribble a message about Fifi's chronic diarrhea for the doctor. Use these tips to ease the strain:
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Cell phone inconvenience
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| By
Sharon DeNayer
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Picture this: You're explaining why Baxter needs heartworm preventives when the tinny sound of Beethoven's 5th erupts from inside your client's purse.
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Stop: Important meeting ahead
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| By
Caitlin Rivers
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Freeze! I mean everyone. Now meet. Sound impossible? The team at Metzger Animal Hospital in State College, Pa., manages it twice a day. Here's how it works: Everyone meets at 8:45 a.m. and 2:15 p.m. in front of the dry erase board.
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On the job
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| By
Pam Weakley
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On the Job: Pam Weakly, practice manager at Dickman Road Veterinary Clinic in Battle Creek, Mich.
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Score points with the right pass
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| By
Gina Toman, RVT
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Gina Toman, a Firstline Editorial Advisory Board member and a veterinary assistant at Seaside Animal Care in Calabash, N.C., says that when you do a good job passing the client off to the receptionist after the appointment, you help prevent missed charges and improve the client's experience.
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One wicked book
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| By
Rickee Miller
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If dental compliance is a concern at your practice, you're not alone. The team at Lockwillow Avenue Animal Hospital in Harrisburg, Pa., worried that clients didn't always follow their dental recommendations.
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Technicians, spread the word about your skills
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Running lab tests, educating clients, assisting with surgery—it's all in a day's work for veterinary technicians. But do pet owners know this?
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