Columns

Growing a Culture of Care

Mary Ann Vande Linde, DVM, January 16, 2012

As a practice owner or manager, your goal is to have a practice that focuses on a culture of excellent patient care and safety.

From Confusion to Compliance: Educating Clients to Overcome Resistance

Mary Ann Vande Linde, DVM, March 18, 2012

Technology, communication, and education have changed and given clients a much larger scope than they had 30 or 40 years ago.

Client Service Representative Superheroes

Mary Ann Vande Linde, DVM, May 28, 2012

Imagine that your clients enjoyed calling the veterinary clinic, looked forward to arriving early for appointments, felt secure when their pets were sick, and trusted that their questions would be answered.

Creating Technician Technique: The Efficient, Effective Technician

Mary Ann Vande Linde, DVM, July 26, 2012

You enter the exam room. Mrs. Avery’s eyes fill with tears as she places her dog Wrigley on the table. As a technician, you are a critical and integral part of the veterinary healthcare team and you are important to the client and the pet.

Building a Process Into the Client Experience

Mary Ann Vande Linde, DVM, November 13, 2012

Many veterinarians and technicians enter the exam room with excellent training and great diagnostic skills. However, once in the exam room, they become distracted by the client and what they think the client wants rather than using an ordered approach to diagnosis and treatment.