Watch Dr. Kramer explain his top tip for client retention.

Take a cue from these memorable radio spots and show pet owners what your practice is all about.

Q. How should we handle a client who seems obsessed with repeating diagnostic tests?

Difficult clients can wreck a team's day or even derail a practice if you don't handle them correctly. Communication expert Jim Kramer, DVM, CVPM, offers tips to deal with annoying clients, explores how avoid a lawsuit, and gives advice on when to fire a client in an hour-long presentation that includes a 15-minute Q&A session.

It's never easy to be the bearer of bad tidings. But you can ease the hurt clients feel with a sensitive approach. Here's what you need to know to break bad news gently.