What's that protocol? September 1, 2006 By: Pam Weakley

I work in a new practice and everyone is used to different protocols. How can we get on the same page?

Put new hires on the right path June 1, 2008 By: Julie Gurnon

Don't let high turnover send your team off track. Here's how you can contribute to new team members' success and create a culture that encourages them to stay.

Count pets in case of evacuation June 1, 2008 By: Joanne Bowman, RVT

After they count the cash register and prepare for the next day's appointments, team members at Cottonwood Animal Hospital in Ottawa, Kan., count the tails of boarding pets.

How much do you do? June 1, 2008 By: Karen E. Felsted, CPA, MS, DVM, CVPM

You're more than your title. And a job description may be the tool you need to clarify your manager's expectations and position yourself for growth in your practice, from raises to promotions.

Picture the savings June 1, 2008 By: Leslie A. Mamalis, MBA, MSIT

Want a say in how owners spend the practice's money? Try saving a little first. Use these cost-cutting steps to increase efficiency, consume consciously, and add bucks to the practice's bottom line.

The topics you tailor June 1, 2008

Ninety-six percent of team members say they tailor their client education message based on the pet or client. Here's a breakdown of the criteria they use to customize their education message to pet owners.

Trainees: Open up to learning June 1, 2008 By: Julie Gurnon

Show your new team members you're working to make their jobs easier and provide the best service and care.

Sample script: Turn phone shoppers into clients June 1, 2008 By: Gina Toman

When potential clients call, your goal is to schedule an appointment for their pet at your practice. Gina Toman, a Firstline Editorial Advisory Board member and a veterinary assistant at Seaside Animal Care in Calabash, N.C., offers this script:

Technician in-room checklist June 1, 2008

Use this checklist to make sure you discuss necessary care recommendations with clients during visits.