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Doors of opportunity
OK, so let's say you disagreed with Mark Opperman last month. You've done fine without written employment contracts, and you never intend to put one in place. Or maybe you tried to move to twice-yearly exams in November, and every client refused your recommendation ...
Reinvent and renew your practice
The story of a practice makeover that's been years in the making. It's inspirational and humorous because of the owner's positive outlook, along with his love and respect for his profession, his team, his patients, and his clients.
A clear advantage
Moving From a 3,500-square-foot facility into an 8,500-square-foot facility allowed Dr. Scott Linick, FAVD, to merge with another practice, hire two doctors, and add 7,000 new patients to his team's workload.
When the owner's not buying new equipment
The practice owner at the hospital where I'm an associate won't invest in a new piece of equipment that I think we really need. How can I convince her to buy?
Why clients leave
Six pet owners tell their stories about why they left veterinary practices. Learn from their experiences--then use these tips and tools to avoid critical client care mistakes.
On your terms
Grab clients' attention and encourage compliance by using descriptive terminology, suggests Sharon DeNayer, a Firstline Editorial Advisory Board member and the practice manager at Windsor Veterinary Clinic in Windsor, Colo.
7 steps to a senior-friendly practice
Older clients may need a little extra care and attention to ensure a happy veterinary experience. Here's what you can do to help them help their pets.
Got poop? Here's how to get more
How can our team members encourage clients to submit fecal samples?
When clients can't pay
They want help, and you want to give it. Learn how to launch a compassionate care fund and generate money for your pets and clients in need.
What would you do?
Don't get nailed by this tough client question. Learn how to give the answer clients are looking for.
Every pet's a star
Pets at VCA Tanglewood Animal Hospital in Austin, Texas, don't need to be the next Bark Pitt or Catty Holmes to receive star treatment.
ADA regulations
Check your facility against the Americans with Disabilities Act regulations.
Feline lifestyle review
A feline lifestyle summary will help you tailor your message to fit each cat's needs.
Canine lifestyle review
A canine lifestyle summary will help you tailor your message to fit each dog's needs.
Inactive client letter
Use this letter to uncover the reason a client stopped visiting your practice.
Compassionate care fund application
A compassionate card fund application will help you determine clients' needs when you want to offer financial assistance.
Compassionate care fund protocol
Review this sample compassionate care fund protocol, then discuss how your practice will handle financial requests from clients in need.
Mystery shopper form
Use this mystery shopper form to get critical feedback about your service.
Sample pets in the workplace policy
Read this policy, then write your own so team members know when their personal pets are welcome in your practice.
Read these true stories of client service disasters, then use the discussion guide to talk about how you'd handle these situations at your next staff meeting.
Sample confidentiality pledge
A confidentiality pledge reminds your team about the importance of keeping confidential information private.
Form: Feline lifestyle review
Use a feline lifestyle review form to tailor your recommendations for cat owners.
Form: Canine lifestyle review
Euthanasia consent form
Document clients' consent for euthanasia with a form.
Euthanasia protocol
Review this sample euthanasia protocol with your team to decide how you'll handle euthanasia procedures consistently and compassionately.
Practice principles card
What does your practice value? Read this sample practice principles card, then write your own standards of service to keep your values and creed top-of-mind when you're talking with clients.
Slideshow: Peaches
The November cover-model hamster, Peaches, found a home in a Kansas City area elementary school. See Peaches' photo exploits here!
New hospital reuses, recycles from the old
Temporary space, recycled materials, and the passing away of a family member: How one family pulled through and triumphed with their Hospital Design Merit Award winner.
Accounting for acupuncture
How much do I pay a part-time associate who's certified in acupuncture?
Fa-la-la-la-la, la-la-la ... BARF!
Remind clients of these potentially hazardous holiday items around the house.