Technicians

This doctor learned communication is a two-way street. And meeting this small dog in the middle made all the difference in the world.

Dust off those manuals, warm up those keyboards, and prepare to make your software sing. Rickee Miller, a veterinary assistant at Lockwillow Avenue Animal Clinic in Harrisburg, Pa., found that learning to maximize her practice's software was a great way to grow in her job.

Take one team, add some training, and mix in a little fun. It's a recipe for success!

Use a newsletter to make sure staff members never feel left out in the cold.

Meet Paige Phillips, RVT, Firstline's 2006 MVP winner.

We have a sign out front that we put messages and sayings on. But we struggle to come up with something to put on it. Any suggestions?

Discussing money with clients can be downright scary. Learning to present an estimate with poise takes the fear out of this critical task?and improves the odds that clients will say yes to your treatment plan.

About 55 percent of team members say that their medical records are audited to ensure complete invoicing of all charges for all services performed, according to a recent VetMedTeam.com survey.

It's hard for team members to implement changes if the doctors aren't on the same page. Solve this problem with a new approach to team training.

Technicians could do more to educate clients about the jobs they do, according to a recent VetMedTeam.com survey.

Consider starting annual, seasonal, or quarterly events to expand your client base and retain current clients. Be creative: Make your promotions fun; make them silly!

Your veterinarian didn't go to school to learn to be a technician, receptionist, or practice manager, so don't let her act like one. Make her do her job--so you can do yours.

Don't let those New Year's goals slip away. Act now.

How do you keep your cool in stressful situations?

Use these tips to stay cool as a cucumber when clients get hot under the collar.

Looking for a new way to keep your team motivated? When team members at Franklin County Animal Hospital Inc., in Rocky Mount, Va., got into a rut, they adopted an idea from 1001 Ways to Energize Employees by Bob Nelson (Workman Publishing Co., 1997), and modified it to fit their practice.

In the wake of the 2004 tsunami, Dr. Kerry Levin did the almost unthinkable?she put her solo practice, North State Animal Hospital in Ukiah, Calif., on hold and ventured across the world to volunteer. Armed with a passport, some past veterinary experience in third-world countries, and a desire to help, she traveled alone to Sri Lanka in February.

Even veterinary teams sometimes overlook the power of the love and support pets provide. But now and then you may get an important reminder that a pet can lend hope and support healing--just as this veterinary student did.

Six prescriptions to keep receptionists from feeling isolated.

A grouchy client leaves the practice with a smile on her face. A co-worker finishes inventory 10 minutes earlier because you offered a helping hand. These efforts deserve thanks!

Staff members at Danforth Animal Hospital in Edmond, Okla., turned their monthly staff meetings into a roundtable discussion, says Pam Crabtree, RVT.

Ever wonder what surgery is like from the pet's perspective? Your clients do.

Reorganizing staff members' responsibilities may help you better control your crowded reception area and improve client satisfaction. At least, that's what Jennifer Hoffman, hospital manager at Murrells Inlet Veterinary Hospital in Murrells Inlet, S.C., found.

A++ clients make appointments the day they get your postcard, call, or e-mail. Here's how to help the others make the grade.

Ever wish pets could schedule their own appointments and bring themselves in for care? The key to stopping client-created stress is to see your clients for the different breeds they are—and adjust your approach accordingly.

I'm interested in continuing education and more job training, but every time I approach the doctor, she blows me off. What should I do?

Clients judge the quality and value your practice offers during the first three minutes of contact.

It's easy to overlook the problems that come with making clients wait. We think, "Hey, it comes with the territory." We make excuses. And we hedge our bets, knowing most clients only grow dissatisfied when they wait more than 30 minutes. But that approach won't wow clients. In fact, even a short wait may leave clients disgruntled. So it's an issue you should aim to manage.

After recent media coverage of canine influenza, you're likely to get some questions about this illness.

Meet Shelly Hiemer, CVT, with AMVET in Otsego, Minn.