Fancy folders fortify client bonds

With 12 doctors and 41 team members, there's risk that clients at Upstate Veterinary Specialists in Greenville, S.C., may feel lost in the shuffle. To give clients a sense of individuality and to help them track who's caring for their pets, team members send them home with a special folder for their pets' documents. "On that folder, we write the doctor and technicians who are on their pet's team," receptionist Christine Robson says. "This way clients know who to contact with questions or concerns about their pet or procedures. As well, the folder organizes copies of estimates, consent, lab work, discharge instructions, invoices, etc. We've found it helps both clients dropping off pets for procedures, as well as clients leaving the hospital."