Roles

What does your receptionist say to a client who claims to have forgotten his or her checkbook? Or how does your technician respond to an angry client? In such cases, is everyone following a similar script? Is what they're saying the best response? If not, role-playing may help.

Last month, we discussed the power of crafting a compelling practice vision. The next step: putting your vision in writing. As you're writing, see your vision as an already-accomplished reality, not merely as something you hope will happen. Write in the first person and present tense, creating a vivid mental image with as much detail as possible to bring your vision to life. Use all your senses—sight, hearing, touch, smell, and taste—to develop your description.

Let staff members know how much you appreciate all they do by adding a personal touch to their paycheck stubs, suggests Dr. Laura Lee at Acres Animal Hospital in Dartmouth, Nova Scotia.

A woman was charged with maiming and mutilating animals after performing two cat operations in her home.

I recently appeared as an expert witness for an abuse and neglect case. The defense attorney subpoenaed me, but I was more helpful for the prosecution. I'd like to bill the defense attorney for my time; however, I anticipate that he won't readily pay. Should I take the attorney to small claims court?

It's difficult to really know what a job offers until you've been there a while (Catch-22!), but a little astute questioning can help. Use these questions as aids. Don't read them to prospective employers as a list of demands—gently work them into interviews when appropriate.

As different as associates' experiences are, they generally enter practice with four concerns. Dr. Philip VanVranken, the managing partner at Dickman Road Veterinary Clinic, a seven-doctor practice in Battle Creek, Mich., offers his insight from 30 years of experience and provides some quick mentoring. Here are his answers to four common questions.

It's 7 a.m. on a Tuesday morning, and our house is in its usual state of controlled chaos. Breakfast bowls are clinking, backpacks are zipping, and comments are flying around the kitchen faster than a budgie on a beak-trim breakaway. Unfortunately, every sentence seems to start with my name.

You're enjoying practice, and your clients and team members are happy. But don't let complacency take hold. These common pitfalls can bump you off track.

It's difficult to really know what a job offers until you've been there a while (Catch-22!), but a little astute questioning can help. Use these questions as aids. Don't read them to prospective employers as a list of demands--gently work them into interviews when appropriate.

A client sent us a thank-you card for our prompt, undivided attention and praised our team members for their kindness and courtesy. I'd like to post the note on the bulletin board in the reception area. Assuming the client gives permission, is there a downside?

A Pennsylvania veterinarian's public reprimand by the State Board of Veterinary Medicine was overturned by a Commonwealth Court panel, according to the Associated Press.

"Happiness is not the absence of conflict but the ability to cope with it."

Use these thought-starters to take a close look at your progress and plot a successful future.

Buying into a practice could bring great opportunities or heartache. The key: Know what you're getting into.

Use these thought-starters to take a close look at your progress and plot a successful future.

I want to hire a veterinarian who's board-certified in internal medicine. How should I compensate this person? Should I pay based on production or a split rate, or should I rent space to the practitioner? If I pay based on production, would the percent be different than with a non-board-certified veterinarian?

I know that an associate veterinarian who's juggling a hectic schedule, a crazy personal life, and pressure-packed workdays can easily get lost in the minutia of the moment. Before you realize it, weeks, months, and even years can float by. At the same time, critical decisions?about your career, your cash flow, and your potential?can get pushed to the back burner, or worse, never even considered.

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The American Jobs Creation Act of 2004 created billions of dollars of tax breaks.

Hiring employees is the single most important management task in a practice.

Worried that your employees aren't working effectively? Try a tip from Ethics4Everyone, by Eric Harvey and Scott Airitam (Performance Systems Corp., 2002).

Facing a big change in your role? The resources can help!

If you're thinking of pulling up the stakes and moving to another practice in another state, do some number crunching first. Yes, the salary offered looks great, but have you considered how much more you'll have to earn to live the life you want in that city?

Of course, you use keys and locks to keep valuables secure, but you lose some of the benefits if you don't control the keys. Think about these questions to decide whether you need to tighten up security:

Veterinary medicine is a calling almost always heard at a young age. Consequently, a young, aspiring doctor often subjects his or her parents to a litany of trials, involving stray dogs, injured cats and at least one or two wild creatures.

Bit & Spur Animal Hospital in Mobile, Ala., was about to begin a senior pet care plan. But hospital manager Kelley Wilbur knew they needed a better system to recognize senior pets.

Every year, practice owners review their employees, telling them what they did well and how they could improve. But have you ever taken time to give yourself a year-end review? Whether you're the boss, an associate, or a support staff member, you can benefit from evaluating your year, says Jinny Ditzler, author of Your Best Year Yet! A Proven Method for Making the Next Twelve Months the Most Successful Ever (Warner Books, 2000).

Follow this step-by-step guide to figure your current value to your practice. Then adopt four key strategies to make sure you're worth your weight in gold.

Follow this step-by-step guide to figure your current value to your practice. Then adopt four key strategies to make sure you're worth your weight in gold.