FIRSTLINE, Aug 1, 2006 - Firstline
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FIRSTLINE, Aug 1, 2006
Cover story
Are you chasing off clients?
By Brian C. Conrad, CVPM
Give the last clients of the day the same warm reception the 40 clients in front of them enjoyed.
Money Matters
Direct your fee conversations
By Karen E. Felsted, CPA, MS, DVM, CVPM
The way you talk to clients about what you charge and why can help your practice provide good care— or block your progress. Do you need to rethink your role?
Communication Strategies
It's OK to say no
By Shawn G. McVey, MA, MSW
You like people and you like animals. This phrase was probably on your job application, and it's what you tell people when they ask you why you chose to work at a veterinary practice. But is it true? Oh, I know you like pets, but what about people?
Give feedback that makes sense
By Kara Lynch
When you say apple, do others hear orange? Use these tips to give helpful feedback that others will understand and appreciate.
Disaster Planning
What Hurricane Rita taught us
By Portia Stewart
Drive down the dead-end road to Donna Rivers' house and you might get the feeling Hurricane Rita happened yesterday, not nearly a year ago.
By the Numbers
10 ways to drive your team nuts
Lose your co-workers' goodwill—and respect—with these simple steps.
Ask the Experts
Feed pets' dietary needs
By Karen Sabatini
Clients often ask me what they should feed their pets. What should I say?
Ask Amy: I work with grumps!
I'm frustrated with my team members' bad attitudes, and it's really bringing me down. What should I do?
I need more vacation
By Monica Dixon Perry, CVPM
I've worked at the same practice for eight years and I still only get 10 days of either paid vacation or sick leave. Is this fair?
Pearls of Practice
Ready, set, volunteer!
By Paige Phillips, RVT
Are you looking for a chance to help pets and people in need? Volunteering is a great way to help others and develop your own skills.
Little clients offer big rewards
By Cindy Adams, MSW, PhD
Next time you walk into an exam room, look down. Are there curious little faces looking back? They may be small in stature, but children are an important ingredient in pets' health, says Cindy Adams, MSW, PhD, associate professor of communication and epidemiology at the University of Guelph in Ontario, Canada.
Was it Kilimanjaro or Everest?
Do you struggle to remember all of the mountains you've climbed when it's time for your performance review? Use this simple solution from Katherine Dobbs, RVT, the director of client services at Gulf Coast Veterinary Internists and Critical Care in Houston: Track your goals and accomplishments with a weekly activity report.
Step back—so you can put your best foot forward
By Christine Merle, DVM, MBA, CVPM
Step back—so you can put your best foot forward
Deck your walls
By Cheryl Dyer
Looking for some art to fill those empty walls? Check your mailbox! You probably receive a wealth of great artwork from clients every month, says Cheryl Dyer, practice manager at Noah's Ark Animal Clinic in Kansas City, Mo. When patients recover from a serious illness, their pet parents often send a note of thanks with a picture to the practice. Dyer says they frame these photos and hang them in the practice's front lobby.
On the Job: Bobbi Wolfgram
By Bobbi Wolfgram, CVT
What's your biggest challenge in practice?
Front Desk
Declaw your service strategy
By Portia Stewart
My husband's cat, Chelsea, is a gorgeous creature. She has long, silky fur you'd just love to sink your fingers into. She's also got a look in her round, yellow eyes that says, "Don't even try it buster." Like a Venus fly trap, she lures in our defenseless friends who can't resist the idea of sneaking in just one pet. She's eager to respond with a warning growl and a quick swipe that clearly says, "back off!"
Web Exclusive
What's in your evacuation box?
According to the IRS, your evacuation box should include copies of these items.
Sample employee weekly activity report
Use this sample form to track your accomplishments.
Sample weekly activity report
Use this sample form to track your accomplishments.

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