How to create a consistent message.
Q. How do we create a consistent parasite message amongst our team members?
First of all, training is key, says Kyle Wendy Skultety, LVT, CVT, a general practice technician for Red Bank Veterinary Hospital in Tinton Falls, N.J. "Ensure that all team members have the same knowledge base and are comfortable explaining to clients about parasites and protection. Use role-playing if necessary," she says.
Second, remember that practice makes perfect. "During the history portion of the appointment, each technician should ask questions, such as whether the client uses flea and tick protection," Skultety says.
New-puppy exams should include client education on intestinal parasites, and you can hand out topical flea and tick samples or apply them in the room during the exam, she says. And as clients pay for services, the receptionist can ask the owners if they need any preventives, reinforcing the message once again.
Finally, Skultety says, make it fun and rewarding for team members to show off their skills. Managers can create contests with small prizes to encourage everyone to participate. "Remember, when you pay attention to parasites, everyone wins, especially the pets entrusted to your care," Skultety says.