Practice Manager

When you're faced with savage clients, you need to know which ones you can tame and which ones to release back into the wild.

My boss plays favorites, offering special benefits to his wife, children, and friends who work at our practice. As a result, the other team members and myself often do his family's work as well as our own. I've tried to talk to my boss, and he joked that I should quit if I'm unhappy. Should I leave gracefully or try to make things work?

Q. Who determines veterinary team members' pay increases-the practice manager or the owner?

We're always so busy. How do we find time for regular staff meetings?

We had one wild storm a few weeks ago. It was a Friday, and my dog, Sebastian, was scheduled for a regular exam. We were running late, so I was scrambling as I loaded my 2-year-old son, Donovan, in the back seat and coaxed the dog in behind him. Did I mention it was raining? The torrential kind. Sebastian hates thunderstorms, so I could see him trembling during the whole frantic drive.

A twister with winds up to 205 mph, leveled Greensburg, Kansas on May 4. Veterinarians and other volunteers aided in the rescue of displaced pets. For an in-depth report see the June issue of DVM Newsmagazine. Photos by Brandon Chauncy.

Q. We're hiring a new team member. Can we specify "no smokers" in our classified ad?

Or is it? You don't need to own something to love it like your own. I love Degas, and yet I don't own a single painting. My husband and I have "our song," but we don't own the rights to it. It's simply something that we connect with and made our own. I don't own this magazine, but I'm passionate about every word, every piece of art, and every picture on the page.

Q: I'm unhappy and I want to quit my job. How can I leave without burning bridges?

Put the luxury hotel chain's latest values to work in your practice and increase client satisfaction.

You're good, and you know it. Now's the time to show it.

Did your last new hire fail to live up to his or her potential after a promising interview? Teresa Bradley Bays, DVM, owner of Belton Animal Clinic and Exotic Care Center in Belton, Mo., solves this problem with a little lunch.

In the words of Freddie Mercury, "This is what you wanted. This is what you're gonna get!" If it seems like this issue came a little sooner than you expected, you're right. You asked for more issues of Firstline, so this year we're boosting our frequency from six to nine issues.

Q I'm a technician, and I often suggest dental care for pets. But not everyone sees the value. How do I get the rest of my team on board with dental care?

Listen to audio from the Firstline roundtable.

Don't dump healthcare choices in clients' laps. You're the expert, so don't be afraid to tell them what's medically necessary.

Use these tips to change client confrontations into useful collaborations.

You have more control over your compensation--and your destiny--than you may think. Use these strategies to earn more, get promoted faster, and feel more satisfied with your work.

A few weeks ago my son was sick. After a few days of high fever, he stopped taking his bottle.

The new owner changed my duties, and I don't like my job anymore. What can I do?

My husband's cat, Chelsea, is a gorgeous creature. She has long, silky fur you'd just love to sink your fingers into. She's also got a look in her round, yellow eyes that says, "Don't even try it buster." Like a Venus fly trap, she lures in our defenseless friends who can't resist the idea of sneaking in just one pet. She's eager to respond with a warning growl and a quick swipe that clearly says, "back off!"

Drive down the dead-end road to Donna Rivers' house and you might get the feeling Hurricane Rita happened yesterday, not nearly a year ago.

SCHAUMBURG, ILL. - 6/6/06 - First-year students tracking toward food animal careers report the human-animal bond does not drive their interest in veterinary medicine. They're also less concerned about working nights and weekends or having frequent vacation time than their classmates planning for small animal practice.

Make sure your benefits stack up well against the other options team members could find in your area-and give employees more reasons to stick around.

Let's say you could forget "receptionist" or "technician" and pick any title you wanted-something that really reflects your skills and goals. So you could be "chatty chief greeter in charge of great visits" or "superwoman for sensational care." Would you think about your job differently? What title would you choose for yourself?

Q. I've recently been promoted to a supervisory position. What's the best way to ease into my new responsibilities without offending co-workers?

Let others know how much you care with these simple steps.

Help! One of our veterinarians always says we have a zero-tolerance policy for gossip, but she's the worst! She talks about clients and staff members all the time. What should we do?

Business philosopher Jim Rohn, one of my favorite speakers, says that what happens in life happens to all of us. It's what you do with what happens to you that matters. On the upside, that means that when you think things couldn't get worse, the person you go to for advice will likely have faced something similar, or will know someone who has.

I'm a receptionist and I only earn $1 above minimum wage. Should I ask for a raise?