Roles

A customizable communication tool for pet owners you haven't seen in a while.

Use this tool from Benchmarks 2007 to gather information about other practices in your area.

Learn what makes team members tick with this form.

If a client shows up with a stray but doesn't want it scanned for a microchip, am I legally required or legally forbidden to scan the pet or contact the chip registrant?

It's easy to get fired--lying or stealing will l get you there fast. But if you want to take the slow, painful route, use these examples to really ruin your reputation before you get the heave-ho.

Focus your on-site accident investigations with these printable PDF form.

A list of behavior books and prospective behavior questions for pet owners.

A printable PDF of the answers you need before buying into or selling a part of a veterinary practice.

Get vaccine info from clients with this printable PDF.

How to create an Excel spreadsheet that helps you figure the value of owning a clinic.

Q What's the best way to keep track of expiration dates on drugs?

Our mixed animal practice is co-owned by one part-time and one full-time veterinarian. The part-time doctor handles the administrative duties, but she regularly arrives late and leaves early. The result: Our practice doesn't function smoothly and we're constantly operating in crisis mode. What can our team do?

About a year ago, I saw an ad in the local community-college newspaper asking folks to join the community band.

Maybe you can imagine happily working forever. But wouldn't it be nice if you didn't have to? Here's a growth formula to help your seed money blossom into a bouquet of retirement bucks.

Q. I'd like to get the name of my practice mentioned in the media. What's the best way to figure out who to contact in the local media?

You're the practice manager at a mid-sized clinic. When the stress index is high, one of the associates snaps at team members. Several team members have complained, and a few have threatened to quit. You're ready to discuss the problem with Dr. Sweet, the associate. Firstline Editorial Advisory Board member Pam Weakley offers this sample script:

For the first few months after I gave birth to my son, I was pretty sure I wanted to quit my job. I loved my work, but those 12 weeks I'd spent at home getting to know this interesting little person weren't enough. Every morning, when I sent him off to day care, the guilt crept in. By mid-morning, it was an ache. And by 3:30 p.m., I could only think about rushing home for a few minutes with my son before bedtime.

Videotaping in the exam room may make everyone nervous at first. But strong communication skills get clients on board with the best care. And this tool can help.

Use these forms to create a bulletin board that introduces your team members to clients.

Before you punt the ball on your relationship with your boss, consider whether you can gain ground with a little coaching. Then tackle any sore spots with these six strategies.

You know those horse owners who ruin an otherwise great day? Well, shape 'em up-or ship 'em out.

Q How do I get team members interested in continuing education (CE)?

Probably not, but I learned better client care when my dad ignored my advice and picked a pet with his heart-not his head.

Owning a pet is a lifelong journey. Help set clients' direction by offering strong care recommendations on nine critical topics.

When you say you're a technician, most people probably ask, "What's that?" You can educate your clients--and co-workers--about the job you do with an educational bulletin board.

No, it's not the fees you're charging. The words you're using are doing the damage.

My associate is receiving about $90,000 a year in compensation. She has requested a salary of $100,000 because she's been with me for eight years and she says her longevity is worth something. Is there a formula for a longevity bonus?

Changing guidelines, research findings, and product choices can create a muddle of confusion. Sort through it and offer clients the best protection for their pets.

Tired of the usual performance rewards, Margaret Fasnacht, business manager at Animal Critical Care and Specialty Group in Malvern, Pa., decided to try a different approach. She presented reception team members with a unique gift certificate-good for one extra paid vacation day and Fasnacht's personal commitment to cover the shift on the team member's day off.

"Would my training be enough to get me to the finish line? Would I collapse and die?"