Technicians

Mrs. Smith is on the phone again. Someone from your practice left her a message.

Your practice is unique. Maybe you offer a service others don't, or maybe you just do it better. But if you don't tell clients why you're so special, they just might miss it. And wouldn't that be a shame?

Whether from accidents, illness, or euthanasia, pets die every day, often in your hospital. Do you know what to say--and what not to say--to clients before, during, and after a loss?

Creating unity among clients whose pets have passed away helps solidify their bond to your practice-and shows great empathy.

We've adopted a major hotel chain's steps for providing excellent client service. Of course, we aren't in the hotel industry, but we are in the hospitality industry.

Firstline gathered a group of consultants to discuss how to keep technicians in the profession.

Is your practice ready for a disaster? Even when your team members and patients are safe, fires and tornadoes may destroy critical records that help you match pets with their owners.

Compassionate caregiver. Teacher. Go-to person. These are all words co-workers use to describe Kathy Coffman, the 2007 Firstline MVP, sponsored by Virbac's C.E.T. University.

Every day at our practice is a scheduling nightmare, and our doctor just does not see the problem. Our practice is open from 7 a.m. to 7 p.m. We accept drop-offs from 7 to 8 a.m., but our doctor refuses to schedule a team member that early. He says he'll help clients, but when my manager and I arrive at 7:30 a.m., clients are waiting and upset. My doctor also complains if he has to pay us overtime, but if someone comes to the door or calls at 6:55 p.m., he lets them in. I understand he wants to generate revenue and help the pet, but whether it's an ear infection, an abscess, dental care, or a hot spot, he wants to treat the pet immediately. How can we run an efficient, regularly scheduled hospital?

What's weighing you down? Use these tips to let go of the attitudes and behaviors that keep you from moving upward and reaching your career goals.

Does dingy, drab, or dungeon-like describe your practice? It might be time for a makeover. Use these quick and thrifty ideas to take your practice from blah to beautiful.

Listen to audio from the Firstline roundtable.

Listen to audio from the Firstline roundtable.

Listen to audio from the Firstline roundtable.

Listen to excerpts from the Firstline roundtable, "Why do technicians leave?"

Listen to audio from the Firstline roundtable.

Listen to audio from the Firstline roundtable

Listen to audio from the Firstline roundtable.

Listen to audio from the Firstline roundtable.

Orlando, Fla. –– Reality-show veterinarian Holly Knor learned to trust the strength of the human-animal bond as a toddler more than three decades ago. Her faith in it continues today, guiding the care she gives her patients.

Keep your clients happy-from when they make an appointment until they're done with follow-up care.

Our client folders are arranged by last name, but approximately one-third of them are in the wrong place. Is it most efficient to file customer folders by name, or is there a better way?

2007 BPA Statement -- Veterinary Medicine

How can I tell if my marketing efforts are effective? What's the best way to measure the results?

Do client notes disappear after you paper clip them to a patient chart? Do your blood work or hospital notes sneak into the wrong file? Maybe it's time to kick the paper clip habit, says Jean Weaver, hospital administrator at Catawba Animal Clinic in Rock Hill, S.C. "Our doctors would use two or three clips on charts to try to keep notes and educational materials together," Weaver says. "These notes would inevitably fall off or become attached to another chart in the discharge box."

One technician reveals how she made her career flower, got raises, and offered a higher standard of care.

You're no punching bag, so don't let anyone treat you like one. Use these bully-busting strategies to reclaim your practice.

Dr. Smith (not his real name) relates this true tale of a covert bully's attack on an unsuspecting team.