Site Index - Firstline

Veterinary team: You can combat Internet misinformation

Personalized service pays off.

Clients will search the Web; direct them to dependable sources.

Veterinary team members: Get more respect from management

Your involvement will get you noticed.

Team members: Reignite your passion for the profession

Create a social media policy and keep internal matters private.

Keep things fresh and your professional outlook will remain positive.

New technicians: Prove your worth in the veterinary clinic

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.

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.

Veterinary team members: Get more respect from management

There is a pronounced difference between posting on your personal Facebook page and that of your clinic.

Back office

Your involvement will get you noticed.

Technicians, see the light: Don't make this cytology mistake

Create a social media policy and keep internal matters private.

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.

Top 10 ways to kill team communication

There is a pronounced difference between posting on your personal Facebook page and that of your clinic.

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.

Building the Bond

Top 10 dog, cat, and bird names in 2011

Make veterinary clients feel all warm and fuzzy with these heartfelt—and potentially profitable—love notes.

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?

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!

Career development for techs

Team members: Reignite your passion for the profession

Grow your knowledge along with your value to the clinic and patients.

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.

Client Compliance

Q&A: Help obese veterinary patients

Make veterinary clients feel all warm and fuzzy with these heartfelt—and potentially profitable—love notes.

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

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.

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

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.

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.

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.

Client Service

Make veterinary clients feel all warm and fuzzy with these heartfelt—and potentially profitable—love notes.

The role of veterinary team members in real-time care

Personalized service pays off.

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.

Client communication for managers

Veterinary team: You can combat Internet misinformation

Clients will search the Web; direct them to dependable sources.

Hang up on snail mail: Revolutionize your veterinary reminder system

Address behavior as part of pets' whole health.

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.

There is a pronounced difference between posting on your personal Facebook page and that of your clinic.

Should I friend questionable people on my veterinary practice's Facebook page?

"America's Veterinarian," Dr. Marty Becker delivers 10 sure fire ways to lose customers. Are any of these going on in your clinic?

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.

Client education for managers

Veterinary team: You can combat Internet misinformation

Clients will search the Web; direct them to dependable sources.

Address behavior as part of pets' whole health.

Help clients handle problem pet behavior

Providing outstanding service isn't always as obvious as it seems. Follow these great tips and elevate your clinic's level of customer care.

Expert advice on pet behavior management.

Create a podcast for your veterinary clinic

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.

Take your social media presence to another level with recurring internet broadcasts.

Keep kitties calm, keep compliance strong

"America's Veterinarian," Dr. Marty Becker delivers 10 sure fire ways to lose customers. Are any of these going on in your clinic?

Who really likes to go to the doctor? Cats certainly don't. But helping keep them calm is worth the effort.

Veterinary team: You can combat Internet misinformation

Celebrate Adopt-A-Cat Month by downloading materials to help promote cat adoption and feline health care.

Client education for techs

Clients will search the Web; direct them to dependable sources.

Top 10 ways to ace a dental appointment

Address behavior as part of pets' whole health.

Hit these points when checking the choppers.

Help clients handle problem pet behavior

Providing outstanding service isn't always as obvious as it seems. Follow these great tips and elevate your clinic's level of customer care.

Expert advice on pet behavior management.

Top 10 ways to blow a recommendation

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.

Dr. Robin Downing relates surefire methods of failing your patients and the practice.

Keep kitties calm, keep compliance strong

"America's Veterinarian," Dr. Marty Becker delivers 10 sure fire ways to lose customers. Are any of these going on in your clinic?

Who really likes to go to the doctor? Cats certainly don't. But helping keep them calm is worth the effort.

Client service for managers

The role of veterinary team members in real-time care

Personalized service pays off.

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.

The top quality in a team member

Providing outstanding service isn't always as obvious as it seems. Follow these great tips and elevate your clinic's level of customer care.

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.

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.

Safety 101: 8 simple equine handling tips

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.

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.

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?

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

Top 10 ways to make your boss hate you

Watch Shawn McVey explain how to get on your manager's bad side.

Efficiency

Poster up: New law for veterinary team members

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?

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.

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.

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.

Firstline Update

Top 10 animal-related Super Bowl commercials

Did you catch these animals during the Super Bowl breaks?

7 common Valentine's Day toxins for pets

Make veterinary clients feel all warm and fuzzy with these heartfelt—and potentially profitable—love notes.

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.

Grow your knowledge along with your value to the clinic and patients.

Veterinary technicians: Respect the kitty!

Personalized service pays off.

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.

Front office

The role of veterinary team members in real-time care

Personalized service pays off.

Make the best use of first and last contact with clients and keep the day moving.

Top 10 signs that your veterinary practice is toxic

Address behavior as part of pets' whole health.

Do these describe your clinic? Let's hope not.

Create a social media policy and keep internal matters private.

Top 10 ways to burn professional bridges

Providing outstanding service isn't always as obvious as it seems. Follow these great tips and elevate your clinic's level of customer care.

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.

Internal medicine

Technicians, see the light: Don't make this cytology mistake

Expert advice on cytologic examinations.

Managing clients

Don't sidestep difficult people

Providing outstanding service isn't always as obvious as it seems. Follow these great tips and elevate your clinic's level of customer care.

Conflict avoidance won't solve problems in your clinic. Confront difficult situations and move on.

Quick tip: Improve client compliance

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.

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.

8 people foods that are toxic to pets

Celebrate Adopt-A-Cat Month by downloading materials to help promote cat adoption and feline health care.

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.

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.

Create a social media policy and keep internal matters private.

Top reason to involve senior staff in the hiring process

If you want your team meetings to be a pointless waste of time, just follow these 10 easy steps.

Having veteran staff members involved with bringing in new hires creates can create an atmosphere of mentorship.

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.

Age, style, personality: What's to blame for team conflict?

There is a pronounced difference between posting on your personal Facebook page and that of your clinic.

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.

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.

Managing yourself

Top 10 signs that your veterinary practice is toxic

Grow your knowledge along with your value to the clinic and patients.

Do these describe your clinic? Let's hope not.

Veterinary team members: Get more respect from management

Your involvement will get you noticed.

Team members: Reignite your passion for the profession

Create a social media policy and keep internal matters private.

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.

Providing outstanding service isn't always as obvious as it seems. Follow these great tips and elevate your clinic's level of customer care.

How to handle a micromanager—even if it's you

If you want your team meetings to be a pointless waste of time, just follow these 10 easy steps.

Learn how to stop the micromanaging madness today.

Nutrition

Participate in an online survey to decrease pet obesity

Celebrate National Pet Obesity Awareness Day by finishing a short survey.

Office efficiency

Personalized service pays off.

Online appointments: Hassle or happiness?

If you want your team meetings to be a pointless waste of time, just follow these 10 easy steps.

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.

Pain management

Tips for talking to clients about ticks

Grow your knowledge along with your value to the clinic and patients.

Parasitology

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.

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.

Top 5 dermatology questions clients ask technicians

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.

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.

Tips for safe vaccine administration and patient care

Celebrate Adopt-A-Cat Month by downloading materials to help promote cat adoption and feline health care.

Follow these guidelines for vaccinating pets and watching for adverse effects.

Patient welfare for techs

Technicians: Why get involved with veterinary dentistry?

Practicing veterinary dentistry is beneficial for clients, pets and you.

Personnel Management

Top reason to involve senior staff in the hiring process

If you want your team meetings to be a pointless waste of time, just follow these 10 easy steps.

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.

Practice Marketing

How to hook veterinary phone shoppers

Make veterinary clients feel all warm and fuzzy with these heartfelt—and potentially profitable—love notes.

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

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.

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.

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.

Greet your veterinary team with thanks and praise

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?

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.

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:

Team Conflict

Don't hate, communicate with veterinary clients

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?

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.

Ask Shawn: The veterinarian plays favorites

Create a social media policy and keep internal matters private.

Q: How should we deal with a teacher's pet?

Firstline Live tip: It's OK to avoid conflict—sometimes

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 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.

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.

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.

Veterinary technicians

Veterinary technicians: Respect the kitty!

Grow your knowledge along with your value to the clinic and patients.

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.

Technicians: Get credentialed and reap the rewards

Address behavior as part of pets' whole health.

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.

7 steps to a great team retreat

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.

Web Exclusive

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.

Working efficiently - technicians

Video: Enhance the client-practice bond

Team members' interactions can be affective, yet remain professional.

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.

Straighten up: Poor posture is bad for your health

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?

A new study says that good posture can make you feel more powerful and increase your pain threshold.

How to handle a micromanager—even if it's you

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.

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.

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.

Working with clients

7 common Valentine's Day toxins for pets

Make veterinary clients feel all warm and fuzzy with these heartfelt—and potentially profitable—love notes.

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.

Working with clients - technicians

Plastic surgery for pets on the rise

From Botox to braces, learn about this new trend: puppy plastic surgery.

How safe are your vaccine procedures?

Celebrate Adopt-A-Cat Month by downloading materials to help promote cat adoption and feline health care.

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

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.

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.

Safety 101: 8 simple equine handling tips

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.

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.

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.

9 types of oral pathology

"America's Veterinarian," Dr. Marty Becker delivers 10 sure fire ways to lose customers. Are any of these going on in your clinic?

Can you identify these common anomalies?

Avoid this frequent mistake in dental anesthesia

Don't assume dental procedures are of little anesthetic risk.

Tips for safe vaccine administration and patient care

Celebrate Adopt-A-Cat Month by downloading materials to help promote cat adoption and feline health 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?

Working with team members