Technicians

After researching your customers, you'll be ready to set a marketing plan that fits your practice's needs

One doctor talks about the patient that was hardest to lose.

Use these tips to utter praise that makes your co-workers feel great.

If you were going to spend $100 on a new set of tires, wouldn't you want to know why? Were the old ones worn out, or do the new ones work better in snow? Knowing why you should care makes it easier to make the decision to spend. And the same is true for clients and their pets. Clients expect a recommendation each time they visit your hospital, and they want to know how your recommendations benefit them and their pets. Once they know why they should care, they're more likely to comply.

Looking for a new team member? Asking the right questions during an interview will help you pick the right fit for your practice. Review these five questions to get started:

Ask yourself this: Did the Veterinary Technician National Examination (VTNE) test the skills you needed for your job in practice?

Visiting exotic locales, helping animals and people in need. Sounds exciting, doesn't it? It can be - or you can find yourself frustrated, disillusioned, and disappointed, as I did.

I work for a veterinarian who's nice to clients-but she yells and criticizes her team in public. She doesn't even say hello or goodbye to us half of the time. What can we do?

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

Do chatty clients drive you batty? Does a dusty counter or paw prints on a newly washed floor raise your hackles? A 2005 AVHC Veterinary Team Study shows difficult clients, lack of recognition, and co-workers with bad attitudes top the list of your colleagues' frustrations.

Tired of reseeding with new hires every year? It's time to cultivate perennials.

2006-2007 Firstline MVP Nomination Form

Difficult clients do your practice more harm than good by damaging team morale and causing conflict. Figure out who they are, and let them go.

In a recent survey, 54 percent of team members felt cross-training was beneficial.

This doctor learned communication is a two-way street. And meeting this small dog in the middle made all the difference in the world.

Dust off those manuals, warm up those keyboards, and prepare to make your software sing. Rickee Miller, a veterinary assistant at Lockwillow Avenue Animal Clinic in Harrisburg, Pa., found that learning to maximize her practice's software was a great way to grow in her job.

Take one team, add some training, and mix in a little fun. It's a recipe for success!

Use a newsletter to make sure staff members never feel left out in the cold.

Meet Paige Phillips, RVT, Firstline's 2006 MVP winner.

We have a sign out front that we put messages and sayings on. But we struggle to come up with something to put on it. Any suggestions?

Discussing money with clients can be downright scary. Learning to present an estimate with poise takes the fear out of this critical task?and improves the odds that clients will say yes to your treatment plan.

About 55 percent of team members say that their medical records are audited to ensure complete invoicing of all charges for all services performed, according to a recent VetMedTeam.com survey.

It's hard for team members to implement changes if the doctors aren't on the same page. Solve this problem with a new approach to team training.

Technicians could do more to educate clients about the jobs they do, according to a recent VetMedTeam.com survey.

Consider starting annual, seasonal, or quarterly events to expand your client base and retain current clients. Be creative: Make your promotions fun; make them silly!

Your veterinarian didn't go to school to learn to be a technician, receptionist, or practice manager, so don't let her act like one. Make her do her job--so you can do yours.

Don't let those New Year's goals slip away. Act now.

How do you keep your cool in stressful situations?