Caitlin Rivers

Check out these 9 tools that help technicians and occupational therapists offer topnotch care.

Not everyone is good at everything. Here's how to get additional team members on board with training others

If your trainer-trainee relationship isn't working, consider the following advice and get back on track.

Training new hires is essential to your practice-and it's not always easy. Here are some tips for teaching old pros some new-hire training tricks.

This team member met a dog that reminded her that she can't care for every pet, but she can help one needy family at a time.

Twister is healthy and happy.

When opening a pet food bank, watch out for these challenges.

So you want to create your own pet food bank? Here are a few tips to get you started and keep you sane.

Make a good time out of teaching employees about the bottom line with these four team-building contests.

What's the protocol for stray and injured animals brought to a clinic? Who pays for treatment?

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.

Mrs. Busibodi's eyes say she's examining your tastefully displayed practice brochure, but her dog-like hearing is tuned to eavesdrop so she can catch all the juicy details about Mr. Neverpay's past-due account.

How can our team members encourage clients to submit fecal samples?

Our practice does lab testing in-house and the results often vary. How can we boost our proficiency?

The next time clients refuse care, use this advice from Caitlin Rivers, a Firstline Editorial Advisory Board member and technician supervisor at Metzger Animal Hospital in State College, Pa.: Don't take it personally.

Just whisper the word tests, and clients will flood you with questions: what, when, how much? Try these answers to get the OK.

Q. Many of our clients don't seem to recognize the signs that their pets are in pain. What can we do?

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.