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Exceed veterinary client expectations
Personalized service pays off.
Veterinary team: You can combat Internet misinformation
Clients will search the Web; direct them to dependable sources.
Veterinary team members: Get more respect from management
Your involvement will get you noticed.
When veterinary gossip goes global
Create a social media policy and keep internal matters private.
Team members: Reignite your passion for the profession
Keep things fresh and your professional outlook will remain positive.
A team-wide approach to dentistry
Don't let dental recommendations go in one ear and out the other. Present a unified, consistent front so pet owners will get the message.
New technicians: Prove your worth in the veterinary clinic
If you can demonstrate professionalism, enthusiasm, and a desire to better yourself, you'll reveal yourself as an important team member right away.
Podcasts mean easy publicity for your veterinary clinic
Podcasts are an easy way to establish your veterinary clinic's online presence.
Overcome social media pitfalls
There is a pronounced difference between posting on your personal Facebook page and that of your clinic.
 MORE ARTICLES

Back office
Veterinary team members: Get more respect from management
Your involvement will get you noticed.
When veterinary gossip goes global
Create a social media policy and keep internal matters private.
Technicians, see the light: Don't make this cytology mistake
Expert advice on cytologic examinations.
Top reason to involve senior staff in the hiring process
Having veteran staff members involved with bringing in new hires creates can create an atmosphere of mentorship.
15 time-savers for the whole team
Learn how to face your to-do list before it comes back to bite you.
Overcome social media pitfalls
There is a pronounced difference between posting on your personal Facebook page and that of your clinic.
Top 10 ways to kill team communication
Shawn McVey describes actions sure to sabotage the clear communication on which teamwork thrives.
Improve back-to-front communication
A simple tip for at-a-glance identification on patient charts.
Age, style, personality: What's to blame for team conflict?
Blaming superficial differences for team conflict may be too easy. The causes require specific resolution.
 MORE ARTICLES

Building the Bond
8 free valentines for veterinary clients
Make veterinary clients feel all warm and fuzzy with these heartfelt—and potentially profitable—love notes.
Top 10 dog, cat, and bird names in 2011
Sorry, Fido and Spot—traditional pet names are out.
5 lessons I learned from my pet's emergency
My pet's emergency changed my perspective on the questions veterinary clients ask—and how I respond. Here's what I learned.
6 myths of veterinary palliative care
Pain management is a critical component of a pallative care program that offers relief for pets with terminal illnesses. Learn the facts about palliative care, including how to assess a pet's pain and offer relief.
How to create a hospice program at your veterinary clinic
Consider offering palliative and hospice care as option for terminal veterinary patients and their owners.
Photo gallery: Top pet Halloween costumes in 2011
Not everything about Halloween is gruesome and gory. It's time for you and your veterinary clients to see the cuter, more cuddly side of the holiday.
Start a "kitty crusade" to educate veterinary clients
Do you see your feline patients regularly? It's time to focus on felines and get cats into your clinic.
The power of "I" in the veterinary profession
Learn this trick and relate to veterinary clients on a personal level.
Q&A: Busting veterinary patient myths
Q: How can I bust these myths without offending veterinary clients?
 MORE ARTICLES

Career development for managers
Team members: Reignite your passion for the profession
Keep things fresh and your professional outlook will remain positive.
Video: Take charge of your career
Dr. Robin Downing summarizes ways to take your own career in hand.
5 facts about employee rights
Many team members blindly stumble through issues of breaks, overtime pay, and family leave. Find out whether your practice gives you enough—or whether you expect too much.
Your employee rights were violated. Now what?
Protect yourself and preserve a strong working relationship with these three tips.
What equipment can do for you and your practice
Using a new piece of equipment for the first time is like playing with a new toy. But the technology is more than just fun and games—here's how it can help you, your patients, and your practice.
CE opportunities for managers
The dvm360 Veterinary CE Center includes upcoming and on-demand web courses in client service, practice management, and career development. Check it out!
 MORE ARTICLES

Career development for techs
Veterinary technicians and pain management
Grow your knowledge along with your value to the clinic and patients.
Team members: Reignite your passion for the profession
Keep things fresh and your professional outlook will remain positive.
New technicians: Prove your worth in the veterinary clinic
If you can demonstrate professionalism, enthusiasm, and a desire to better yourself, you'll reveal yourself as an important team member right away.
Leading LVT weighs in on increasing veterinary technicians' value in practice
Firstline editor Kerry Hillard Johnson and Kara Burns, LVT, discuss a recent gathering of veterinary technicians.
How to transform your job into a career
If your job isn't everything you'd dreame, the solution may lie with management.
Technicians: Create instant bonds with clients
The human touch may turn a clients into a permanent devotee.
What? You're NOT on Facebook?
Here's why you should take the plunge and join already.
Techs: Why you need to make yourself indispensable
Making yourself an essential cog in the practice is beneficial for your career and your personal well being.
Video: Take charge of your career
Dr. Robin Downing summarizes ways to take your own career in hand.
 MORE ARTICLES

Client Compliance
8 free valentines for veterinary clients
Make veterinary clients feel all warm and fuzzy with these heartfelt—and potentially profitable—love notes.
Q&A: Help obese veterinary patients
Q: How can veterinary clients fight their pet's obesity problems?
Hang up on snail mail: Revolutionize your veterinary reminder system
Once clients are out of your sight, your veterinary practice is probably out of their mind. Find out how to sends the most effective and cost-efficient client reminders.
Install a "no cell phone" rule in the exam room
Install this cell phone rule to save your sanity.
The 5 most difficult veterinary clients
Dealing with these nightmare clients can turn a great day into a terrible one. But following a few tips can help you get through to them with everyone's smiles—and sanity—intact.
Are you hurting your practice by offering discounts?
As a caring, compassionate veterinary team member, it makes sense that you want to offer discounts to needy or deserving clients. But a little here and there can add up—perhaps to the point of hurting your practice's bottom line.
8 keys for calming cranky clients
8 keys for calming cranky clients
5 top-selling human drugs: The dangers to pets
Talk to your veterinary clients about keeping these medications out of pets' reach to prevent potentially life-threatening effects.
Receptionists: Stop playing doctor and start hooking new clients
That first phone call is the most important point of contact your practice will have with a client. But receptionists who overstep their boundaries or demonstrate poor phone skills do more harm than good. Here's how to respectfully get pet owners off the phone and into your clinic.
 MORE ARTICLES

Client Conflict
Q&A: Make sure your veterinary patients are flea free
Here's how to resist flea resistance.
Are you sure your veterinary clients can hear you?
You can scream and shout, but until you work your communication muscles, you'll never get through to your pet-owning clients.
7 ways to make sure veterinary clients tune you out
Check out these sure-fire ways to scare away veterinary clients.
Clients are not your friends
Friends and family bring a lot of great things to our personal lives, but they also bring stress.
Don't sidestep difficult people
Conflict avoidance won't solve problems in your clinic. Confront difficult situations and move on.
8 keys for calming cranky clients
8 keys for calming cranky clients
The 5 most difficult veterinary clients
Dealing with these nightmare clients can turn a great day into a terrible one. But following a few tips can help you get through to them with everyone's smiles—and sanity—intact.
6 heated situations: Say this, not that
Is conflict leaving you hot under the collar when you need to be cool as a cucumber? Put those feelings on ice to extinguish the flames.
8 steps for defusing angry clients
To calm heated client situations, follow these steps from Paul Camilo, CVPM, practice manager at All Pets Dental in Weston, Fla.
 MORE ARTICLES

Client Education
7 common Valentine's Day toxins for pets
Love isn't the only thing in the air this time of year. Warn veterinary clients about these toxic treats and protect their four-legged loved ones.
Veterinary team: You can combat Internet misinformation
Clients will search the Web; direct them to dependable sources.
The role of veterinary team members in real-time care
Make the best use of first and last contact with clients and keep the day moving.
Offer a hearty serving of veterinary benefits
You and your clients can really benefit from this advice.
Bite into veterinary tooth talks
Here are four ways to emphasize dental recommendations to veterinary clients.
Q&A: Make a case for veterinary vaccinations
Help hesitant veterinary clients understand the importance of vaccinations.
What goes into your mouth
This issue is full of ways to make 2012 great for you and your veterinary patients.
Healthy eats: Pet nutrition is a veterinary team effort
Delivering a nutrition message at every appointment, from every team member, is crucial to ensure that pet owners serve up food for better health.
5 hazards hiding in your veterinary clients' handbags
Do your veterinary clients know they carry items dangerous to pets wherever they go? Here are the most toxic items in your clients' purses and backpacks.
 MORE ARTICLES

Client Relations
Say you're sorry
Everyone goofs up sometimes. But a well-worded apology can help head off some potentially explosive client eruptions.
3 reasons clients don't comply
Do you feel frustrated when clients ignore your recommendations? You're not alone. Use these tools to remove the common barriers that keep clients from following through.
Is all-natural the latest trend?
The use of green products is on the rise.
What clients want
How to keep pet owners happy might seem like a mystery. But it's not. Learn the secrets to putting a smile on every client's face.
Diverse clients, diverse wants
Different ethnic groups may share similar preferences, and learning them helps bond clients to your practice.
The changing face of clients
Pet owner diversity calls for creative client service.
Are clients spending more—or less?
Pets still need care even when times are tight.
Client communication: More important than ever
When clients face tough money choices, you'll need to be prepared to explain the care their pets need.
Sample script: Offer smooth discharge visits
You: Hello, Ms. Worrysome.
 MORE ARTICLES

Client Service
8 free valentines for veterinary clients
Make veterinary clients feel all warm and fuzzy with these heartfelt—and potentially profitable—love notes.
Exceed veterinary client expectations
Personalized service pays off.
The role of veterinary team members in real-time care
Make the best use of first and last contact with clients and keep the day moving.
Healthy eats: Pet nutrition is a veterinary team effort
Delivering a nutrition message at every appointment, from every team member, is crucial to ensure that pet owners serve up food for better health.
Bite into veterinary tooth talks
Here are four ways to emphasize dental recommendations to veterinary clients.
Offer a hearty serving of veterinary benefits
You and your clients can really benefit from this advice.
Q&A: Make a case for veterinary vaccinations
Help hesitant veterinary clients understand the importance of vaccinations.
Are you sure your veterinary clients can hear you?
You can scream and shout, but until you work your communication muscles, you'll never get through to your pet-owning clients.
What goes into your mouth
This issue is full of ways to make 2012 great for you and your veterinary patients.
 MORE ARTICLES

Client communication for managers
Veterinary team: You can combat Internet misinformation
Clients will search the Web; direct them to dependable sources.
Get pet owners on board with behavior programs
Address behavior as part of pets' whole health.
Hang up on snail mail: Revolutionize your veterinary reminder system
Once clients are out of your sight, your veterinary practice is probably out of their mind. Find out how to sends the most effective and cost-efficient client reminders.
Online appointments: Hassle or happiness?
Scheduling appointments via the internet is one more way to put technology to use for your veterinary clinic.
Create a podcast for your veterinary clinic
Take your social media presence to another level with recurring internet broadcasts.
Overcome social media pitfalls
There is a pronounced difference between posting on your personal Facebook page and that of your clinic.
Dr. Marty Becker: Top 10 ways to lose a client
"America's Veterinarian," Dr. Marty Becker delivers 10 sure fire ways to lose customers. Are any of these going on in your clinic?
Should I friend questionable people on my veterinary practice's Facebook page?
How can team members filter the friends on their practice's Facebook page to ensure nothing questionable is associated with the professional page?
Video: Enhance the client-practice bond
Team members' interactions can be affective, yet remain professional.
 MORE ARTICLES

Client education for managers
Veterinary team: You can combat Internet misinformation
Clients will search the Web; direct them to dependable sources.
Get pet owners on board with behavior programs
Address behavior as part of pets' whole health.
Top 10 ways to impress clients
Providing outstanding service isn't always as obvious as it seems. Follow these great tips and elevate your clinic's level of customer care.
Help clients handle problem pet behavior
Expert advice on pet behavior management.
A team-wide approach to dentistry
Don't let dental recommendations go in one ear and out the other. Present a unified, consistent front so pet owners will get the message.
Create a podcast for your veterinary clinic
Take your social media presence to another level with recurring internet broadcasts.
Dr. Marty Becker: Top 10 ways to lose a client
"America's Veterinarian," Dr. Marty Becker delivers 10 sure fire ways to lose customers. Are any of these going on in your clinic?
Keep kitties calm, keep compliance strong
Who really likes to go to the doctor? Cats certainly don't. But helping keep them calm is worth the effort.
Tools for celebrating June as Adopt-A-Cat Month
Celebrate Adopt-A-Cat Month by downloading materials to help promote cat adoption and feline health care.
 MORE ARTICLES

Client education for techs
Veterinary team: You can combat Internet misinformation
Clients will search the Web; direct them to dependable sources.
Get pet owners on board with behavior programs
Address behavior as part of pets' whole health.
Top 10 ways to ace a dental appointment
Hit these points when checking the choppers.
Top 10 ways to impress clients
Providing outstanding service isn't always as obvious as it seems. Follow these great tips and elevate your clinic's level of customer care.
Help clients handle problem pet behavior
Expert advice on pet behavior management.
A team-wide approach to dentistry
Don't let dental recommendations go in one ear and out the other. Present a unified, consistent front so pet owners will get the message.
Top 10 ways to blow a recommendation
Dr. Robin Downing relates surefire methods of failing your patients and the practice.
Dr. Marty Becker: Top 10 ways to lose a client
"America's Veterinarian," Dr. Marty Becker delivers 10 sure fire ways to lose customers. Are any of these going on in your clinic?
Keep kitties calm, keep compliance strong
Who really likes to go to the doctor? Cats certainly don't. But helping keep them calm is worth the effort.
 MORE ARTICLES

Client service for managers
Exceed veterinary client expectations
Personalized service pays off.
The role of veterinary team members in real-time care
Make the best use of first and last contact with clients and keep the day moving.
Listen up: Veterinary client voicemail reminders
Keep veterinary clients from missing appointments once and for all.
Top 10 ways to impress clients
Providing outstanding service isn't always as obvious as it seems. Follow these great tips and elevate your clinic's level of customer care.
The top quality in a team member
Some aspects veterinary care can be taught. Other come naturally but are also extremely valuable.
Clip to nip waiting room boredom
Make time fly.
Phone shoppers: Opportunity, not nuisance
A dismissive attitude can let clients slip through your fingers.
Online appointments: Hassle or happiness?
Scheduling appointments via the internet is one more way to put technology to use for your veterinary clinic.
Top 10 ways to blow a recommendation
Dr. Robin Downing relates surefire methods of failing your patients and the practice.
 MORE ARTICLES

Doctor Communication
Ask Shawn: Pain in the heart
Here's what to do when the veterinarian at your clinic doesn't believe in pain management.
Ask Shawn: Dealing with a smoking veterinarian
Q. Our doctor is a heavy smoker, and his smoke breaks are getting in the way of patient care. What should I do?
How to tell if your boss is a psychopath
Learn how to deal with your boss before you go crazy.
12 ways to manage your manager
Tired of being stepped on at work? It's time to stand tall and get on top of your career by improving your communication skills.
Safety 101: 8 simple equine handling tips
Veterinary equine technicians: Follow these tips to keep yourself—and your team—from getting stepped on, stomped on, or kicked.
How veterinary team members can ask for Internet access
Some veterinary practices don't allow team members to use the Internet at work. If your practice is among them, it's time to make your case.
4 ways to avoid anesthesia complications
You can reduce your patients' potential for problems by staying clear of these common pitfalls.
How team meetings can make you a better veterinary employee
Team meetings are a great way to learn important skills, develop teamwork, and encourage communication among employees. So why aren't you meeting more often?
Drug abuse poses a load of liability problems
After a recent talk I gave in Las Vegas, a veterinarian came up to the podium and told me she'd been considering applying to law school.
 MORE ARTICLES

Doctor Conflict
Ask Shawn: Pain in the heart
Here's what to do when the veterinarian at your clinic doesn't believe in pain management.
Drug abuse poses a load of liability problems
After a recent talk I gave in Las Vegas, a veterinarian came up to the podium and told me she'd been considering applying to law school.
Q&A: How should I deal with a veterinary boss that shouts and curses at me?
No team member should have to deal with that verbal abuse. It's time to take the veterinarian aside.
Revenge against your boss: When is it too much?
A new study says that active retaliation against your boss is more serious than withholding knowledge.
Do you know a "Dr. Receptionist" who jeopardizes patient care?
The following is a letter sent in by a veterinarian. Let us know if you can relate—or think the receptionist deserves a break.
Survey Results: Are veterinary technicians valued?
Survey Results: Are veterinary technicians valued?
Ask Shawn: An inappropriate imitation request
My well-meaning boss will frequently say to a team member who isn't performing up to par, "You should be more like (another employee)." I've seen the team member not only take offense to the boss's statement but also feel resentment toward the other employee for being the favorite. Does this management approach have any real positives?
Ask Shawn: Communicating to change a control freak
Ask Shawn: Communicating to change a control freak
Top 10 ways to make your boss hate you
Watch Shawn McVey explain how to get on your manager's bad side.
 MORE ARTICLES

Efficiency
13 wacky workplace blunders
A new survey asks workers to share the worst etiquette blunders they've witnessed in the workplace. Have you seen worse in your veterinary clinic?
Poster up: New law for veterinary team members
New rules mean new posters.
From litter to veterinary patients' litter box
Turn this trash into treasure for your overnight veterinary patients.
Q&A: Stop piddling around with veterinary test results
Q: What can our veterinary team do to get the most accurate results from a urinalysis?
Fix your veterinary files
Use these clips to organize your veterinary patient files.
Straighten up: Poor posture is bad for your health
A new study says that good posture can make you feel more powerful and increase your pain threshold.
Hook veterinary patients' Elizabethan collars
Collar your mess.
Cardboard condos for your veterinary patients
Go green and make these homemade hideaways for cats.
The social media status of your veterinary practice
If we posted this story on Facebook or Twitter, almost half of you would see it. And if you aren't greeting clients via social media, you're missing out on the chance to strengthen bonds&mdashp;not to mention you're passing up free advertising.
 MORE ARTICLES

Feline medicine
Go with the flow when working with cats
As with riding a wave or a bucking bronco, sometimes it's just best to move in conjunction with a cat rather than work against it.
 MORE ARTICLES

Firstline
Pause before you post on Facebook
Don't make this student's online mistake—it could cost you your career.
Celebrate Spay Day: Feb. 22
Help increase the number of spayed cats and dogs in your city this year.
Would you choose your spouse over your pet?
Polls shed light on which one people chose and the results may surprise you.
16 essential nutritional history questions
How to conduct an effective interview with clients.
Put the new nutrition assessment guidelines to work
Producing "ah-ha" nutritional moments with AAHA's assistance.
4 pet nutrition nuggets for technicians
Use these tools and guidelines to increase your nutritional knowledge.
What else to look for when assigning a BCS
Muscle wasting and other abnormalities may be lying just beneath the surface.
Top 5 missed opportunities in nutritional management
Be sure you're taking every chance to help clients learn what to feed their pets.
Two tips for allocating treats
Providing appropriate treats for pets doesn't have to be tricky.
 MORE ARTICLES

Firstline Update
Top 10 animal-related Super Bowl commercials
Did you catch these animals during the Super Bowl breaks?
8 free valentines for veterinary clients
Make veterinary clients feel all warm and fuzzy with these heartfelt—and potentially profitable—love notes.
7 common Valentine's Day toxins for pets
Love isn't the only thing in the air this time of year. Warn veterinary clients about these toxic treats and protect their four-legged loved ones.
Veterinary technicians and pain management
Grow your knowledge along with your value to the clinic and patients.
Exceed veterinary client expectations
Personalized service pays off.
Veterinary technicians: Respect the kitty!
Proper handling of feline patients makes the clinic a better place.
Veterinary team: You can combat Internet misinformation
Clients will search the Web; direct them to dependable sources.
Top 10 dog, cat, and bird names in 2011
Sorry, Fido and Spot—traditional pet names are out.
The role of veterinary team members in real-time care
Make the best use of first and last contact with clients and keep the day moving.
 MORE ARTICLES

Front office
Exceed veterinary client expectations
Personalized service pays off.
The role of veterinary team members in real-time care
Make the best use of first and last contact with clients and keep the day moving.
Get pet owners on board with behavior programs
Address behavior as part of pets' whole health.
Top 10 signs that your veterinary practice is toxic
Do these describe your clinic? Let's hope not.
When veterinary gossip goes global
Create a social media policy and keep internal matters private.
Top 10 ways to impress clients
Providing outstanding service isn't always as obvious as it seems. Follow these great tips and elevate your clinic's level of customer care.
Top 10 ways to burn professional bridges
Do you want to make a great impression and bond with your veterinary teammates? Then don't follow this advice!
Top reason to involve senior staff in the hiring process
Having veteran staff members involved with bringing in new hires creates can create an atmosphere of mentorship.
Phone shoppers: Opportunity, not nuisance
A dismissive attitude can let clients slip through your fingers.
 MORE ARTICLES

Internal medicine
Technicians, see the light: Don't make this cytology mistake
Expert advice on cytologic examinations.
 MORE ARTICLES

Managing clients
Top 10 ways to impress clients
Providing outstanding service isn't always as obvious as it seems. Follow these great tips and elevate your clinic's level of customer care.
Don't sidestep difficult people
Conflict avoidance won't solve problems in your clinic. Confront difficult situations and move on.
A team-wide approach to dentistry
Don't let dental recommendations go in one ear and out the other. Present a unified, consistent front so pet owners will get the message.
Quick tip: Improve client compliance
Medication administration made easy.
Video: Overcome the practice manager's biggest challenge
It's difficult to please everyone all the time. But there are measures that can be taken in pursuit of that goal.
Tools for celebrating June as Adopt-A-Cat Month
Celebrate Adopt-A-Cat Month by downloading materials to help promote cat adoption and feline health care.
8 people foods that are toxic to pets
Most clients have heard chocolate is poisonous to pets, but do they know that other common foods may also be toxic for dogs and cats?
Overweight dogs may be too much like their owners
A new study shows dogs that are overweight tend to have overweight owners.
How to discuss declawing without isolating cat owners
Whatever your view, keep clients in mind.
 MORE ARTICLES

Managing team members
Creative rewards for veterinary team members
Innovative ideas for showing gratitude.
Top 10 signs that your veterinary practice is toxic
Do these describe your clinic? Let's hope not.
When veterinary gossip goes global
Create a social media policy and keep internal matters private.
Top 10 ways to hold a disastrous team meeting
If you want your team meetings to be a pointless waste of time, just follow these 10 easy steps.
Top reason to involve senior staff in the hiring process
Having veteran staff members involved with bringing in new hires creates can create an atmosphere of mentorship.
A team-wide approach to dentistry
Don't let dental recommendations go in one ear and out the other. Present a unified, consistent front so pet owners will get the message.
Overcome social media pitfalls
There is a pronounced difference between posting on your personal Facebook page and that of your clinic.
Age, style, personality: What's to blame for team conflict?
Blaming superficial differences for team conflict may be too easy. The causes require specific resolution.
Managers: Be a mentor, not a friend
A professional environment is not the place to allow friendships to sway opinion.
 MORE ARTICLES

Managing your time
Top scheduling and staffing tip
Teams can stay ahead by taking charge of appointments.
Techs: Why you need to make yourself indispensable
Making yourself an essential cog in the practice is beneficial for your career and your personal well being.
 MORE ARTICLES

Managing yourself
Veterinary technicians and pain management
Grow your knowledge along with your value to the clinic and patients.
Top 10 signs that your veterinary practice is toxic
Do these describe your clinic? Let's hope not.
Veterinary team members: Get more respect from management
Your involvement will get you noticed.
When veterinary gossip goes global
Create a social media policy and keep internal matters private.
Team members: Reignite your passion for the profession
Keep things fresh and your professional outlook will remain positive.
Technicians: Get credentialed and reap the rewards
Are you on the fence about putting in the extra work to receive those three little letters? This expert says it's worth your time.
Top 10 ways to impress clients
Providing outstanding service isn't always as obvious as it seems. Follow these great tips and elevate your clinic's level of customer care.
Top 10 ways to hold a disastrous team meeting
If you want your team meetings to be a pointless waste of time, just follow these 10 easy steps.
How to handle a micromanager—even if it's you
Learn how to stop the micromanaging madness today.
 MORE ARTICLES

Nutrition
Participate in an online survey to decrease pet obesity
Celebrate National Pet Obesity Awareness Day by finishing a short survey.
 MORE ARTICLES

Office efficiency
Exceed veterinary client expectations
Personalized service pays off.
Top 10 ways to hold a disastrous team meeting
If you want your team meetings to be a pointless waste of time, just follow these 10 easy steps.
Online appointments: Hassle or happiness?
Scheduling appointments via the internet is one more way to put technology to use for your veterinary clinic.
How to transform your job into a career
If your job isn't everything you'd dreame, the solution may lie with management.
Top 10 ways to kill team communication
Shawn McVey describes actions sure to sabotage the clear communication on which teamwork thrives.
Managers: Be a mentor, not a friend
A professional environment is not the place to allow friendships to sway opinion.
Top scheduling and staffing tip
Teams can stay ahead by taking charge of appointments.
Why low noise means low anxiety for you and patients
The less racket in the clinic, the more at ease animals will be.
Video: The most common OSHA violation
Record keeping can be a hassle, but incomplete documentation can get you in hot water with OSHA.
 MORE ARTICLES

Pain management
Veterinary technicians and pain management
Grow your knowledge along with your value to the clinic and patients.
 MORE ARTICLES

Parasitology
Tips for talking to clients about ticks
The weather is warming up, and you know what that means: Ticks—and along with them, Lyme disease—will be out in full force. use a practice-wide team effort to make sure your clients are prepared for the surge.
Parasite prevention tip from the North American Veterinary Conference
The way team members talk to clients has a lot to do with whether pets will suffer from fleas, ticks, heartworms, and other parasites.
 MORE ARTICLES

Patient care for techs
Golden years mean golden veterinary care
Whether you need to launch a new senior preventive care program or just give your existing one a boost, use these five steps to help veterinary patients age gracefully.
Cardboard condos for your veterinary patients
Go green and make these homemade hideaways for cats.
A team-wide approach to dentistry
Don't let dental recommendations go in one ear and out the other. Present a unified, consistent front so pet owners will get the message.
Top 5 dermatology questions clients ask technicians
Use this information to successfully answer clients' questions about their pets' dermatology issues.
Technicians: Why get involved with veterinary dentistry?
Practicing veterinary dentistry is beneficial for clients, pets and you.
9 types of oral pathology
Can you identify these common anomalies?
Avoid this frequent mistake in dental anesthesia
Don't assume dental procedures are of little anesthetic risk.
Tools for celebrating June as Adopt-A-Cat Month
Celebrate Adopt-A-Cat Month by downloading materials to help promote cat adoption and feline health care.
Tips for safe vaccine administration and patient care
Follow these guidelines for vaccinating pets and watching for adverse effects.
 MORE ARTICLES

Patient welfare for techs
Technicians: Why get involved with veterinary dentistry?
Practicing veterinary dentistry is beneficial for clients, pets and you.
 MORE ARTICLES

Personnel Management
Top 10 ways to hold a disastrous team meeting
If you want your team meetings to be a pointless waste of time, just follow these 10 easy steps.
Top reason to involve senior staff in the hiring process
Having veteran staff members involved with bringing in new hires creates can create an atmosphere of mentorship.
Age, style, personality: What's to blame for team conflict?
Blaming superficial differences for team conflict may be too easy. The causes require specific resolution.
 MORE ARTICLES

Practice Marketing
8 free valentines for veterinary clients
Make veterinary clients feel all warm and fuzzy with these heartfelt—and potentially profitable—love notes.
How to hook veterinary phone shoppers
Q&A: How can we turn phone shoppers into veterinary clients?
Personal vs. veterinary practice on Facebook
How to keep a distance between your practice's web page and your personal page on Facebook
Sell your veterinary services
When clients purchase veterinary products elsewhere, don't get mad—change your strategy.
Coffee talk: Put prices in perspective for veterinary clients
When clients panic about the price of veterinary care, share this wisdom.
Mine your veterinary reminder list
Remember to remind veterinary clients to visit your clinic regularly.
Paper paws for a cause
Help families who can't afford veterinary care.
Top 4 mistakes veterinary practices make with social media
Brenda Tassava, CVPM, CVJ, a Firstline Editorial Advisory Board member and author of Social Media for Veterinary Professionals (Lulu, 2010), shares the most common social media problems she sees—and explains how to properly promote your practice.
The social media status of your veterinary practice
If we posted this story on Facebook or Twitter, almost half of you would see it. And if you aren't greeting clients via social media, you're missing out on the chance to strengthen bonds&mdashp;not to mention you're passing up free advertising.
 MORE ARTICLES

Skill Builder
15 ways to work smarter
Want to get more done in less time? Plan for efficiency with these one-step-at-a-time solutions.
How checklists help veterinary clients and save pets' lives
Make your veterinary practice better, one step at a time, by implementing a way to track systems, procedures, and client preferences.
Veterinary cardiac ausculation made easy
Learn how to identify heart sounds. Evaluate the grade, pitch, and quality of heart murmurs. And alert the veterinarian to a pet's potential heart problem.
Healthy eats: 25-minute blue corn chip frittata recipe
Start your day off right with a healthy meal that feeds a veterinarian or two—or three.
The checklist manifesto: Sample veterinary checklist
An example of how checklists can transform a luke-warm veterinary client experience into a great one.
Veterinary background checks: Look back to get ahead
Dig up the dirt on yourself before your future boss does.
10 things to do at your veterinary hospital (when there's nothing to do)
Clients don't come to those who wait. Have your veterinary team members tackle these tasks on the slow days and soon they'll have more than enough to do.
Veterinary receptionists—start on the right foot
Q&A: How can I make a good impression at my new job?
Nutrition and the diabetic pet
Help clients offer their diabetic pets better veterinary nutrition to improve their health.
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Skill builders for techs
Bartonellosis basics
Veterinary team members, you're at risk for the disease simply because you work with animals. But how much do you really know about bartonellosis?
Your employee rights were violated. Now what?
Protect yourself and preserve a strong working relationship with these three tips.
How safe are your vaccine procedures?
Many critical aspects of vaccination—from storage and handling to administration and patient safety—are in your hands.
Tips for safe vaccine administration and patient care
Follow these guidelines for vaccinating pets and watching for adverse effects.
5 facts about employee rights
Many team members blindly stumble through issues of breaks, overtime pay, and family leave. Find out whether your practice gives you enough—or whether you expect too much.
8 people foods that are toxic to pets
Most clients have heard chocolate is poisonous to pets, but do they know that other common foods may also be toxic for dogs and cats?
Study: Credentialed technicians do wonders for practice revenue
Need a motivational boost? If you're a licensed, registered, or certified veterinary technician, you could be worth big bucks to your practice.
When to refer patients to animal-behavior specialists
Great resources are available for those particularly challenging behavior cases.
10 ways any team member can help improve animal behavior
Discover your role in helping animals that display not-so-perfect behavior.
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Team Building
The worst job in the veterinary hospital
On bad days, everybody's got it tough, but I say veterinary receptionists' duties take the prize.
13 wacky workplace blunders
A new survey asks workers to share the worst etiquette blunders they've witnessed in the workplace. Have you seen worse in your veterinary clinic?
Greet your veterinary team with thanks and praise
Use this advice to learn to give meaningful, sincere compliments that demonstrate your true appreciation for practice co-workers and clients.
5 simple ways to celebrate veterinary technicians
Oct. 9-15 is National Veterinary Technician Week. How will you celebrate?
Top 10 ways to burn professional bridges
Do you want to make a great impression and bond with your veterinary teammates? Then don't follow this advice!
How team meetings can make you a better veterinary employee
Team meetings are a great way to learn important skills, develop teamwork, and encourage communication among employees. So why aren't you meeting more often?
Common threads
Finding a way to hook up with kindred spirits is positive, regardless of whether the link is clothes, Klingons, or veterinary medicine
Complete team training tools—free
With Firstline's Team Meeting in a Box, you'll find all the components to run a productive educational team meeting in your own clinic.
7 morale boosters to pump up your practice
These from-the-trenches tips are proven to lift veterinary team members' spirits. And they just might increase client satisfaction as well. After all, a happy staff equals a happy clinic.
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Team Communication
The role of veterinary team members in real-time care
Make the best use of first and last contact with clients and keep the day moving.
The worst job in the veterinary hospital
On bad days, everybody's got it tough, but I say veterinary receptionists' duties take the prize.
From litter to veterinary patients' litter box
Turn this trash into treasure for your overnight veterinary patients.
Poster up: New law for veterinary team members
New rules mean new posters.
Don't hate, communicate with veterinary clients
I checked the inbox and there it was: My first piece of hate mail.
Golden years mean golden veterinary care
Whether you need to launch a new senior preventive care program or just give your existing one a boost, use these five steps to help veterinary patients age gracefully.
Can your veterinary clients hear you now?
In our high-tech world of e-mail, Facebook, and smartphones, it's getting harder every day to grab the attention of the people you work with—and people you serve. Consider these tips to make sure veterinary clients and co-workers hear your message every time.
Top 10 signs that your veterinary practice is toxic
Do these describe your clinic? Let's hope not.
6 ways to thank your veterinary team
Sometimes a simple thank you is enough. When a situation calls for a little more, you can try this quick list of ideas:
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Team Conflict
13 wacky workplace blunders
A new survey asks workers to share the worst etiquette blunders they've witnessed in the workplace. Have you seen worse in your veterinary clinic?
Don't hate, communicate with veterinary clients
I checked the inbox and there it was: My first piece of hate mail.
Top 10 signs that your veterinary practice is toxic
Do these describe your clinic? Let's hope not.
When veterinary gossip goes global
Create a social media policy and keep internal matters private.
Ask Shawn: The veterinarian plays favorites
Q: How should we deal with a teacher's pet?
12 ways to manage your manager
Tired of being stepped on at work? It's time to stand tall and get on top of your career by improving your communication skills.
Firstline Live tip: It's OK to avoid conflict—sometimes
Firstline Live in Kansas City presenter Marianne Mallonee says that, in the interest of saving time, avoiding—or at least delaying—conflict can be a smart idea.
Top 10 ways to burn professional bridges
Do you want to make a great impression and bond with your veterinary teammates? Then don't follow this advice!
Q&A: Stop yelling and start praising your veterinary staff
Team members respond better to honey than vinegar.
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Training and motivation
The outcome of your income for veterinary team members
Your paycheck as a veterinary team member may not reflect all your hard work but before you get upset, get some perspective.
Technicians: Why get involved with veterinary dentistry?
Practicing veterinary dentistry is beneficial for clients, pets and you.
Veterinary managers: How to handle backlash from a no-gossip policy
Use this sample script to prepare veterinary team members who report policy violations on how to handle confrontations.
Photo gallery: 4 team retreat ideas
Could your veterinary team members be just as happy—and productive—as these who are attend off-site team-building retreats?
7 steps to a great team retreat
Team-building retreats leave your veterinary team stronger, happier, and more efficient. Here's your guide to planning one.
Share practice goals with team members to keep them motivated
Our team members seem lost and unmotivated. How can I get them on track?
Happiness equals productivity at work
Do you feel like you're always falling behind at work? Cheer up. No, really—being happy might help you get back on track.
Extras for externship students
Need activities to fill a student's down time? Try these.
Veterinary technician externship guidelines
Follow this advice for training student veterinary technicians during an externship.
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Veterinary managers
Team members: Know your worth
Team members need to realize that they are an integral part of any veterinary practice.
Take a lesson from dolphins: Ladies, stick together
Female dolphins do better when they work with their pod-mates.
Top 10 reasons veterinary team members love their jobs
Veterinary team members attending CVC San Diego shared the main reason they love going to work every day.
Fight your fear of pet insurance paperwork
Overwhelmed by the thought of recommending pet insurance because of the administrative work involved? Don't fret. These tips can simplify the process and make pet insurance pay for your veterinary practice.
Video: The most common OSHA violation
Record keeping can be a hassle, but incomplete documentation can get you in hot water with OSHA.
7 steps to a great team retreat
Team-building retreats leave your veterinary team stronger, happier, and more efficient. Here's your guide to planning one.
Photo gallery: 4 team retreat ideas
Could your veterinary team members be just as happy—and productive—as these who are attend off-site team-building retreats?
BizQuiz: Are you a hard worker or a workaholic?
There's a difference: One's healthy, one's not. Take this quiz to see if you or someone you know may be suffering from an overlooked work addiction.
Measuring team conflict
Step one: Figure out the causes of team conflict. Then take action against them.
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Veterinary technicians
Veterinary technicians and pain management
Grow your knowledge along with your value to the clinic and patients.
Veterinary technicians: Respect the kitty!
Proper handling of feline patients makes the clinic a better place.
The role of veterinary team members in real-time care
Make the best use of first and last contact with clients and keep the day moving.
Get pet owners on board with behavior programs
Address behavior as part of pets' whole health.
Technicians: Get credentialed and reap the rewards
Are you on the fence about putting in the extra work to receive those three little letters? This expert says it's worth your time.
Technicians, see the light: Don't make this cytology mistake
Expert advice on cytologic examinations.
Your role in parasite prevention and treatment
Regardless of whether you work in the front or the back of the clinic, you can play a vital role in identifying and preventing hemoparasitic infections.
4 veterinary apps just for you
From soothing music to team training tips, here are four tools that will make your job easier and help you connect with clients.
A team-wide approach to dentistry
Don't let dental recommendations go in one ear and out the other. Present a unified, consistent front so pet owners will get the message.
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Web Exclusive
7 steps to a great team retreat
Team-building retreats leave your veterinary team stronger, happier, and more efficient. Here's your guide to planning one.
CVT, RVT, LVT: Consistency, please!
How do you navigate the alphabet soup of veterinary technician titles? Maybe someday you won't have to.
Veterinary team handout: Principles of mutual respect
This veterinary practice manager asks doctors and team members to sign off this document that shows they know team respect is crucial.
How by-the-bootstraps veterinary technicians can get ahead
No credential doesn't mean no future for veterinary assistants and technicians with experience.
How to keep chatty clients on schedule
Build in extra time for clients who like to talk.
Technology as a time-saving tool
See how one practice uses a computer system to stay on track.
Sample uniform policy
Use this sample uniform policy to keep garment issues at bay.
Time-off request form
Simplify scheduling requests with this sample time-off sheet.
Patient recovery: Every team member plays a part
Managing postoperative pain should rank as a top concern for team members and pet owners. Follow these position-specific guidelines to educate clients and help keep their pets comfortable.
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Working efficiently - technicians
Video: Enhance the client-practice bond
Team members' interactions can be affective, yet remain professional.
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Working on yourself
Fit to practice: 8 ways to eat healthy when life is hectic
Stop unwrapping your meals. Learn how to eat better to feel better—even when your schedule is swamped.
Fit to practice: Save your life with a smoothie (or at least lose a couple of pounds)
Load up the fruits and veggies, break out the smoothie. It's time the win the Battle of the (Belly) Bulge one smoothie at a time.
13 wacky workplace blunders
A new survey asks workers to share the worst etiquette blunders they've witnessed in the workplace. Have you seen worse in your veterinary clinic?
Straighten up: Poor posture is bad for your health
A new study says that good posture can make you feel more powerful and increase your pain threshold.
12 ways to manage your manager
Tired of being stepped on at work? It's time to stand tall and get on top of your career by improving your communication skills.
How to handle a micromanager—even if it's you
Learn how to stop the micromanaging madness today.
Managers: How to monitor your employees' Internet usage
Keep an eye out for inappropriate computer usage by using a few simple tools.
Veterinary team members: Conquer the world (wide Web)
The online possibilities are endless: finding clinical information, bonding with clients, ordering supplies, and so on. Here's how you and your colleagues are taking advantage of the Internet.
Tools of the veterinary trade
When your practice adds equipment and services, you'll find opportunities for better client and patient care and increased professional growth.
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Working on yourself - technicians
Your role in parasite prevention and treatment
Regardless of whether you work in the front or the back of the clinic, you can play a vital role in identifying and preventing hemoparasitic infections.
Survey results: Quantifying the value of technicians
Firstline and Banfield partnered to survey more than 2,000 veterinarians, technicians, and other team members. Here's a peek at some of the results.
Smile your way to better health
A new study finds happy humans—and pets—tend to live longer.
BizQuiz: Are you a hard worker or a workaholic?
There's a difference: One's healthy, one's not. Take this quiz to see if you or someone you know may be suffering from an overlooked work addiction.
Veterinary technology programs on the rise
Demand for veterinary technicians leads to new programs.
Video: I want my motivation back
Getting a spring back in your step may be as easy as talking to management.
Your employee rights were violated. Now what?
Protect yourself and preserve a strong working relationship with these three tips.
How safe are your vaccine procedures?
Many critical aspects of vaccination—from storage and handling to administration and patient safety—are in your hands.
Tips for safe vaccine administration and patient care
Follow these guidelines for vaccinating pets and watching for adverse effects.
 MORE ARTICLES

Working with clients
8 free valentines for veterinary clients
Make veterinary clients feel all warm and fuzzy with these heartfelt—and potentially profitable—love notes.
7 common Valentine's Day toxins for pets
Love isn't the only thing in the air this time of year. Warn veterinary clients about these toxic treats and protect their four-legged loved ones.
Top 10 dog, cat, and bird names in 2011
Sorry, Fido and Spot—traditional pet names are out.
Listen up: Veterinary client voicemail reminders
Keep veterinary clients from missing appointments once and for all.
5 hazards hiding in your veterinary clients' handbags
Do your veterinary clients know they carry items dangerous to pets wherever they go? Here are the most toxic items in your clients' purses and backpacks.
Pet food drive: Help feed hungry cats and dogs
This national pet food drive hopes to collect 70,000 pounds to give to homebound, unemployed, and disabled pet owners.
4 holiday hazards to warn veterinary clients about
Advise pet owners to hide these household hazards and protect your patients this holiday season.
Texas veterinarian unveils online children classes
Children as young as 8 years old can now prepare for a career in the veterinary profession.
5 tips for talking to clients about veterinary microchipping
Here's how to spread the word and set the record straight on microchipping.
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Working with clients - technicians
Plastic surgery for pets on the rise
From Botox to braces, learn about this new trend: puppy plastic surgery.
Tools for celebrating June as Adopt-A-Cat Month
Celebrate Adopt-A-Cat Month by downloading materials to help promote cat adoption and feline health care.
How safe are your vaccine procedures?
Many critical aspects of vaccination—from storage and handling to administration and patient safety—are in your hands.
What you should know about vaccines in your pets
Download this client handout to boost compliance with your vaccination recommendations.
Your role in vaccinations
You are crucial in this preventive measure in pets.
10 ways any team member can help improve animal behavior
Discover your role in helping animals that display not-so-perfect behavior.
Fancy folders fortify client bonds
Fancy folders fortify client bonds
4 life-threatening behavior myths
Have some of your clients—or even you—voiced any of these misconceptions? Now you'll know how to respond in order to protect pets and bond clients to your practice.
When to refer patients to animal-behavior specialists
Great resources are available for those particularly challenging behavior cases.
 MORE ARTICLES

Working with doctors
Plastic surgery for pets on the rise
From Botox to braces, learn about this new trend: puppy plastic surgery.
How to tell if your boss is a psychopath
Learn how to deal with your boss before you go crazy.
12 ways to manage your manager
Tired of being stepped on at work? It's time to stand tall and get on top of your career by improving your communication skills.
Safety 101: 8 simple equine handling tips
Veterinary equine technicians: Follow these tips to keep yourself—and your team—from getting stepped on, stomped on, or kicked.
4 veterinary apps just for you
From soothing music to team training tips, here are four tools that will make your job easier and help you connect with clients.
The outcome of your income for veterinary team members
Your paycheck as a veterinary team member may not reflect all your hard work but before you get upset, get some perspective.
8 downloadable forms
Click on the blue highlighted links below for ready-made forms in Word and Excel formats.
5 ways to enrich patients' environment at your practice
Consider the five senses and create a peaceful practice environment for your stressed-out patients.
Q&A: How should I deal with a veterinary boss that shouts and curses at me?
No team member should have to deal with that verbal abuse. It's time to take the veterinarian aside.
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Working with patients - technicians
Your role in parasite prevention and treatment
Regardless of whether you work in the front or the back of the clinic, you can play a vital role in identifying and preventing hemoparasitic infections.
Mutually beneficial: Military veterans train shelter dogs
In a new study, military veterans relieve stress by training shelter dogs and, in turn, make the pooches more adoptable.
Top 5 dermatology questions clients ask technicians
Use this information to successfully answer clients' questions about their pets' dermatology issues.
Dr. Marty Becker: Top 10 ways to lose a client
"America's Veterinarian," Dr. Marty Becker delivers 10 sure fire ways to lose customers. Are any of these going on in your clinic?
9 types of oral pathology
Can you identify these common anomalies?
Avoid this frequent mistake in dental anesthesia
Don't assume dental procedures are of little anesthetic risk.
Tools for celebrating June as Adopt-A-Cat Month
Celebrate Adopt-A-Cat Month by downloading materials to help promote cat adoption and feline health care.
Tips for safe vaccine administration and patient care
Follow these guidelines for vaccinating pets and watching for adverse effects.
8 people foods that are toxic to pets
Most clients have heard chocolate is poisonous to pets, but do they know that other common foods may also be toxic for dogs and cats?
 MORE ARTICLES

Working with team members
13 wacky workplace blunders
A new survey asks workers to share the worst etiquette blunders they've witnessed in the workplace. Have you seen worse in your veterinary clinic?
Pet food drive: Help feed hungry cats and dogs
This national pet food drive hopes to collect 70,000 pounds to give to homebound, unemployed, and disabled pet owners.
6 ways to thank your veterinary team
Sometimes a simple thank you is enough. When a situation calls for a little more, you can try this quick list of ideas:
Managers: 6 ways to make veterinary receptionists love you
Happy receptionists make for happy clients and a more pleasant workplace. Take these tips to heart and your team will love you.
Veterinary Receptionists: Here's what you can do
Learn how to make managers love you.
Support veterinary receptionists' ideas
Even if you don?t see a reason for change, your front-office team members might.
Train your veterinary team
Dealing with unhappy clients is just the beginning.
How to tell if your boss is a psychopath
Learn how to deal with your boss before you go crazy.
Onward and upward in the veterinary profession
We'll have to keep calm and carry on without our fearless leader.
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