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| Say you're sorry
| Everyone goofs up sometimes. But a well-worded apology can help head off some potentially explosive client eruptions. | | | Tips to tailor your message
| | One size doesn't fit all in critical discussions with clients about their pets' health. Learn how to weave the threads of your conversation to match the needs of the pet in front of you. | | | Parasites at a glance
| | Educate clients about the health risks parasites pose with this client education handout. | | | Technician in-room checklist
| | Use this checklist to make sure you discuss necessary care recommendations with clients during visits. | | | More clients, same care
| | Q. Our practice is getting busier. How can we keep a personal touch? | | | Are you prepared?
| | Here in the Midwest, it's been a stormy season. Some states have seen record numbers of twisters, and we've had to kennel our dog during thunderstorms so many times this year we've stopped counting. If you've ever lived in an area where tornadoes are common, you know the chill the tornado siren sends when it starts to moan. | | | One way clients burst my bubble
| | When some clients brush off our post-surgery care instructions, they end up paying for it—twice. | | | 6 statements that burst your bubble
| | Some remarks have the power to deflate your enthusiasm and ruin your day. Consider these responses the next time you're ready to pop from clients' and co-workers' most frustrating comments. | | | The topics you tailor
| | 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. | |  MORE ARTICLES
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| 10 signs it's time to find a new job
| | Are you unhappy at work? Maybe it's time for a change. You know you need a new job when ... | | | On the Job: Gina Toman
| | What's the nicest thing a client ever said to you? | | | Do clients call all of the shots?
| | I read Brian Conrad's article, "Are You Chasing Off Clients?" (July/August 2006), and he makes some valid points. In the same breath though, you must set limits or clients will run over you as long as you let them. | | | The topics you tailor
| | 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. | | | Put new hires on the right path
| | 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. | | | Receptionist position description
| | The receptionist's main responsibility is to assure the smooth, orderly flow of clients and patients. Receptionists report to the Client-Services Director. | | | Trainees: Open up to learning
| | Show your new team members you're working to make their jobs easier and provide the best service and care. | | | Help light team members' fire
| | Q. How do I inspire an uninspired team member? | | | Employee questionnaire
| | Use this questionnaire to help employees assess their roles and performance in your practice. | | | MORE ARTICLES
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| Make time to share
| | Would you ever guess your technician plays the trombone or your receptionist owns the world's largest stuffed cat collection? | | | Put new hires on the right path
| | 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. | | | Trainees: Open up to learning
| | Show your new team members you're working to make their jobs easier and provide the best service and care. | | | Huddles offer more chances to score
| | Move over, Steelers, there's a new team in town. | | | Keep team bonding a tail-wagging time
| | Hosting special events for team members and their families can build better working relationships and strengthen the support system in your practice, says Debbie Allaben Gair, CVPM, a Firstline Editorial Advisory Board member and president of Bridging the Gap in Sparta, Mich. | | | When the bosses fight
| | Here you are, stuck in the middle again. It's easy to feel hopeless when you've been gnawed on, chewed up, and spit back out. Use these tips to break free from the tug of war between your bosses. | | | Plan for a seamless transition
| | Q. I've just been promoted to practice manager. How can I make sure I'm successful? | | | Bond your team with bonuses
| | Bonuses are more than a way to say thanks at VetSelect Animal Hospital in Novi, Mich. | | | In their shoes
| | It's time to bare your sole to team members and share what rubs you the wrong way. Use these tips and insights to put your team on an even heel. | | | MORE ARTICLES
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| When work gets personal
| | Q. How do I set boundaries for employees' conversations while at work? | | | 8 tips to get heard
| | You educate clients, recommend care, train new team members, propose ideas, relay CE experiences, lead meetings ... Whew! You talk a lot. So use these tips to make sure you're heard. | | | 6 statements that burst your bubble
| | Some remarks have the power to deflate your enthusiasm and ruin your day. Consider these responses the next time you're ready to pop from clients' and co-workers' most frustrating comments. | | | How much do you do?
| | 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. | | | Put new hires on the right path
| | 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. | | | The topics you tailor
| | 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. | | | MORE ARTICLES
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| Technician in-room checklist
| | Use this checklist to make sure you discuss necessary care recommendations with clients during visits. | | | Poster shows health of lean-fed dogs
| | Nestle Purina PetCare is sharing the results of a canine life span study on a poster you can get free of charge. | | | The topics you tailor
| | 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. | | | One way clients burst my bubble
| | When some clients brush off our post-surgery care instructions, they end up paying for it—twice. | | | 6 statements that burst your bubble
| | Some remarks have the power to deflate your enthusiasm and ruin your day. Consider these responses the next time you're ready to pop from clients' and co-workers' most frustrating comments. | | | Capture new pets' photos
| | What pet owner doesn't love photos of a new pet? That's the philosophy of team members at All Creatures Animal Hospital in Amelia, Ohio. | | | Sample script: Turn phone shoppers into clients
| | 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: | | | More clients, same care
| | Q. Our practice is getting busier. How can we keep a personal touch? | | | Are you prepared?
| | Here in the Midwest, it's been a stormy season. Some states have seen record numbers of twisters, and we've had to kennel our dog during thunderstorms so many times this year we've stopped counting. If you've ever lived in an area where tornadoes are common, you know the chill the tornado siren sends when it starts to moan. | | | MORE ARTICLES
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| When work gets personal
| | Q. How do I set boundaries for employees' conversations while at work? | | | How much do you do?
| | 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. | | | 6 statements that burst your bubble
| | Some remarks have the power to deflate your enthusiasm and ruin your day. Consider these responses the next time you're ready to pop from clients' and co-workers' most frustrating comments. | | | Are you prepared?
| | Here in the Midwest, it's been a stormy season. Some states have seen record numbers of twisters, and we've had to kennel our dog during thunderstorms so many times this year we've stopped counting. If you've ever lived in an area where tornadoes are common, you know the chill the tornado siren sends when it starts to moan. | | | Count pets in case of evacuation
| | 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. | | | Make time to share
| | Would you ever guess your technician plays the trombone or your receptionist owns the world's largest stuffed cat collection? | | | MORE ARTICLES
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| When work gets personal
| | Q. How do I set boundaries for employees' conversations while at work? | | | Make time to share
| | Would you ever guess your technician plays the trombone or your receptionist owns the world's largest stuffed cat collection? | | | How much do you do?
| | 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. | | | Trainees: Open up to learning
| | Show your new team members you're working to make their jobs easier and provide the best service and care. | | | 6 statements that burst your bubble
| | Some remarks have the power to deflate your enthusiasm and ruin your day. Consider these responses the next time you're ready to pop from clients' and co-workers' most frustrating comments. | | | Help light team members' fire
| | Q. How do I inspire an uninspired team member? | | | Employee questionnaire
| | Use this questionnaire to help employees assess their roles and performance in your practice. | | | Count pets in case of evacuation
| | 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. | | | Put new hires on the right path
| | 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. | | | MORE ARTICLES
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