Roles

Q How do we help our practice owner see our revenue is increasing even though practice traffic seems slower?

Mary's a customer service guru and a gossip. Lisa's a whiz with lab work, but she tends to grouch when she's pressed and running behind. These are the perfect set-ups for little betrayals.

Good equipment and procedures are necessary, but they don't eliminate the need for proper workspace design and facility preparation.

She's a workaholic. He doesn't get the rules. She wants a steady, independent work environment, while he prefers lots of activity and public recognition. Here's a quick guide to the care and feeding of team members from different generations.

It's time to bare your sole to team members and share what rubs you the wrong way. Use these tips and insights to put your team on an even heel.

Sometimes pets and their owners share an uncanny resemblance-bad behavior. Use this chart to tackle both species' less favorable features.

When the school bell rings at Heritage Animal Hospital in Maple Grove, Minn., team members celebrate.

One night about a year ago, I was on call but had important business to attend to-I was standing in line at a local bookstore waiting for the release of the latest book in the Harry Potter series. It was midnight, and true to form, my pager, the black box of evil, chimed.

Everybody wants to feel recognized by their bosses and peers. Here's how you can say thanks and boost morale in your practice.

It's 10 a.m. on Monday morning. Mrs. Hodge rushes in with her 13-year-old miniature Schnauzer, which is lethargic and vomiting. The problems began yesterday, and all Mrs. Hodge can tell you is that she's been giving her dog some kind of pill for the past week.

A team member quit recently. She gave two weeks' notice but didn't fully complete it and was supposed to train someone to take over her job duties but didn't. After being a valued team member for so long, why did she choose to leave on a sour note?

Are there tough talks you're not having? Learn to lay issues on the table and push that pachyderm out of your practice and your life.

I don't have the urge to escape to some other venue.

Q When I ask my co-workers for help, they seem receptive but never follow through. What should I do?

Review this list of items to include in puppy and kitten kits. Then select the handouts and giveaways that target your practice's education mission and goals.

To keep the team eggs-ited at Cloverleaf Animal Hospital in Westfield Center, Ohio, Linda Randall, DVM, AVBP, and Susan Harr, the practice manager, host an annual indoor spring egg hunt at their one-doctor practice.

Use this survey to learn how satisfied clients are with your practice.

Q When the phone is ringing, there's a client to be checked out, and a technician has a question, how do I prioritize?

Q Should I receive compensation or bonuses for the dental procedures I'm specially trained to perform?

Dr. H, a recent graduate, was attending the American Association of Equine Practitioners (AAEP) meeting in Orlando, Fla., this past December. While standing in the convention-center lobby waiting for a lecture to begin, he noticed three older veterinarians over in a nearby corner engaged in serious discussion. He recognized all three as leading lameness experts and well-respected practitioners.

The following breeds made the 2007 American Kennel Club's list of the Top 10 Most Popular Dogs in America.

The commission of errors is an unavoidable part of human existence. While errors might be as benign as misplacing car keys, their existence in the medical arena might be disastrous, causing injury or death.

You probably got ethics training in school, but that's very different from the experience you get in practice, when you're actually facing the tough questions. You want to do what's right for the horse. You need to know the law, so you don't put your practice at risk. You sure don't want to pay fines or put your license on the line. How can you keep it all on the straight and narrow? Consider this article your refresher. Let's get ethical.

You're the heart of your hospital. Making changes to get fit, eat healthy, and work smart will take courage and resolve, but we know you've got it in you.

Technician and veterinarian are fastest-growing top 10 jobs.

Form asking employees to acknowledge that they understand the hospital manual and their at-will status

Employee manual wording for introductory employment periods and discplinary procedures

Use this PDF of paper pies to track ideas that team members submit to improve efficiency, save money, or boost service.

Most of us aren't very comfortable talking about ourselves. It's a hard skill to master, and too often it feels like you're bragging. But if you're not talking about what you do well, how will others know? If you're waiting for them to catch you in the act, you may have a long wait.

Q What can we do to gently handle pets with possible pain issues?