A cheat sheet for greeters

At our busy clinic, we want to make each client feel special. So at the beginning of each day we create cheat sheets that contain the breed, name, color, and appointment time for each patient. As soon as a client comes in, we can be ready with a greeting: "Hi, Brownie; Hi, Mrs. Johnson. We're all set for your appointment with Dr. Jones. Would you please follow me to room 3?" The client is happy that we remembered the pet's name, which creates a more trusting relationship. And that translates into repeat business.

—Denise Bunger, receptionist,

Riverside Animal Care Center; Dublin, Ohio