CVC Washington DC: How to be an indispensable veterinary team member

CVC Washington DC: How to be an indispensable veterinary team member

Tip 1: Do the tough work.
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May 11, 2013
By dvm360.com staff

When you’re a veterinary practice team member jostling for a raise and paths to advancement, success can come in “doing the things nobody wants to do,” said Rick Schulkey, practice manager at Madison Veterinary Hospital in Madison Heights, Mich., at CVC Washington DC May 9. And what do so many of us like to avid? Difficult conversations with clients.

In a session titled “Difficult clients and you: What makes them tick—and get ticked off?” Schulkey focused not on mending clients’ ways but how doctors and staff can be more understanding, calmer and patient. And how the team members who do that, even thought handling conflict is difficult, can really stand out.

“These clients expect medical excellence but can’t judge it,” Schulkey said. “So they rate you and your practice on how you make them feel.” Make clients feel good, and you’ll be indispensable.

Schulkey’s suggested coping skills are to keep your goals for the exchange in mind, guard your words and actions, remain calm and logical and be patient with the fact that the client may not feel calm or be acting very logically.

“You are selling an experience and a memory,” he said. “Remember how you make them feel.”

Proceedings papers for techs

The very best behavior advice for new puppy owners (Proceedings)

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The entire hospital staff should play a role in the counseling of new puppy owners.

The technician's role creating a behavior centered veterinary practice (Proceedings)

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A focus on pet behavior in the veterinary clinic is an excellent practice builder.

Trying times--dealing with canine adolescent dog (Proceedings)

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A behavior wellness exam is an opportunity to check up on a pet’s behavioral health and answer any related questions a client may have.

Enriching geriatric patient's lives (Proceedings)

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An important time for practices to include a behavioral exam is when a pet becomes a senior.

Tubes and tracheas--all about endotracheal tubes and lesions in difficult intubations (Proceedings)

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Endotracheal tubes are usually made from silicone, polyvinyl chloride (PVC) plastic or red rubber.