101 Questions Answered

31 Resources on 101 Questions Answered

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How do we effectively market new services?

The following is excerpted from 101 Veterinary Marketing Questions Answered, by Robin Brogdon, MA. More information on this product can be viewed here.Before you launch a new service, be sure you have done your research and verified that it is a service your current and prospective clientele wants. It must meet a need that is not being served or is being underserved, and it should have the potential to generate profit for your practice. Then conduct training on this...

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How do I train our technicians to do cystocentesis, urinary catheter placements, IV catheter placements, and central line placements without using live animals?

The following is excerpted from  101 Veterinary Technician Questions Answered, by  Katherine Dobbs, RVT, CVPM, PHR.  More information on this product can be viewed   here.Although video learning, demonstration, and observation can be utilized, it is difficult to teach procedures that seem to require live animals. It is also difficult to evaluate the skill level of an existing team member or new hire. The gold standard may be live animals for learning some...

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What is the best way for me to handle an angry or upset client on the telephone?

The following is excerpted  from  101 Veterinary Technician Questions Answered,  by Katherine Dobbs, RVT, CVPM, PHR.  More information on this product can be viewed  here.Sometimes your body language can help you to handle an angry client in person at the front desk or in an examination room. However, on the telephone, you only have your words and tone of voice to help you through the situation. There are also times when clients find it easier to be angry and...

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How do we get staff to consistently indicate the referral source to properly monitor marketing results?

The following is excerpted from  101 Veterinary Marketing Questions Answered,  by Robin Brogdon, MA.  More information on this product can be viewed  here.Make sure you have a referral question on your new-client form, whether it’s online or in print, and train your front-office staff on how to ensure that clients fill in the field. You should be able to create a field in your practice management software system that asks for referral information for every...

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Hiring staff based on nothing more than a résumé and first impression can be challenging. How do I ensure a good hire?

The following is excerpted from  101 Veterinary Human Resources Questions Answered, by  Katherine Dobbs, RVT, CVPM, PHR.  More information on this product can be viewed  here.The best way to make a good hire is not to rely on just a résumé and first impression; many other pieces will help you make the right decision. Always start by determining exactly what position needs to be filled. In other words, do not hire an assistant when the practice...

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What does sexual harassment in the workplace cover—employees goofing off and hugging each other or making sexual references or performing inappropriate actions?

The following is excerpted from  101 Veterinary Human Resources Questions Answered, by  Katherine Dobbs, RVT, CVPM, PHR.  More information on this product can be viewed  here.Sexual harassment in the workplace is illegal and is defined by the U.S. Equal Employment Opportunity Commission: “It is unlawful to harass a person (an applicant or employee) because of that person’s gender. Harassment can include unwelcome sexual advances, requests for sexual favors, and...

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The receptionists in my practice have trouble avoiding discussions in the reception area, where clients can hear things that are not appropriate for them to hear. What are some strategies to deal with this?

The following is excerpted from  101 Veterinary Human Resources Questions Answered, by  Katherine Dobbs, RVT, CVPM, PHR.  More information on this product can be viewed  here.To educate your team about the problem of letting clients overhear conversations they shouldn’t, have them sit in different areas where your clients are going to be present. They should spend some time sitting in the front reception area listening to the chatter, watching the traffic flow,...

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How many people should be involved in inventory ordering?

The following is excerpted from  101 Veterinary Inventory Questions Answered, by  James E. Guenther, DVM, MBA, MHA, CVPM.  More information on this product can be viewed  here.An ordering system will be more manageable if one person is the main inventory manager. The designation of one person—an inventory manager—to be in charge of ordering makes it easier to track and monitor pricing, sales, orders, back orders, specials, and returns. It also empowers the...

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Why does burnout happen, and why is there no help for those of us suffering from burnout?

The following is excerpted from  101 Veterinary Technician Questions Answered, by  Katherine Dobbs, RVT, CVPM, PHR.  More information on this product can be viewed  here.The reasons for burnout are fairly obvious if you consider the struggles of our profession: pets in crisis, outcomes that cannot be medically guaranteed, and families in turmoil. Even when the pet is healthy, there are other factors that lead to professional challenges, including long hours, heavy...

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How can I manage stress and leave my work at work?

The following is excerpted from  101 Veterinary Technician Questions Answered, by  Katherine Dobbs, RVT, CVPM, PHR.  More information on this product can be viewed  here.Although those long days can make it seem like we spend all of our time at work, the truth is that work is only part of our lives. We cannot switch off the technician within us as we clock out at the end of our shift, but for the sake of our friends and families, and our psyches, we need to put...

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