More clients, same care

More clients, same care

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Jun 01, 2008

Q. Our practice is getting busier. How can we keep a personal touch?


Pam Weakley
"Maintaining a personal touch requires time and effort," says Pam Weakley, a Firstline Editorial Advisory Board member and the practice manager at Dickman Road Veterinary Clinic in Battle Creek, Mich. First, implement training to improve your team's efficiency. When you work efficiently, it will be easier to find the extra time to keep your conversations personal.

Receptionists should greet each client and patient by name. When clients are waiting, say, "Someone will help you shortly," to tell them you're aware of their needs. And always smile.

Veterinary assistants and technicians should keep clients engaged during visits and take every opportunity to talk with clients before, during, and after exams. For example, make conversation while taking patients' history and offer coffee or water when they wait. Communicate hospitalized pets' care and condition so any team member can update their owners when they call. And always give clients a chance to ask questions. Practice managers can greet long-term clients, welcome new clients, help clients who need a little extra assistance, and offer practice tours.

Proceedings papers for techs

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

CVC IN SAN DIEGO PROCEEDINGS

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

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

CVC IN SAN DIEGO PROCEEDINGS

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

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

CVC IN SAN DIEGO PROCEEDINGS

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

Enriching geriatric patient's lives (Proceedings)

CVC IN SAN DIEGO PROCEEDINGS

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

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

CVC IN SAN DIEGO PROCEEDINGS

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