Play a game to remember pet and client names.
The team at Carver Lake Veterinary Center in Woodbury, Minn., knows that taking the time to learn client and patient names leads to better service. So to help keep names top of mind, the team plays "Name That Pet" at staff meetings. Each team member turns in the name of one of their "special" clients and the names of that client's pets. Julie Rowan, practice manager, then creates a worksheet listing each client's name next to blanks for the pets' names.
At the meeting, all team members get a copy of the worksheet and have five to 10 minutes to fill in as many pet names as they know. Then they guess which team member chose that particular client. When time's up, each team member shares which client he or she picked, the names of that client's pets, and the reason the client is special. See an example above.