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8 Ways to Deal With A Cray Cray Veterinary Client

by Lori Hehn - May 11, 2018 12:24:11 PM

A veterinary client can come in all forms. In fact, dealing with them is somewhat of an art form that you will learn over time.

Despite your best work and stellar customer service skills, you will definitely have interactions with clients that are very difficult from time to time. No matter what you do, they will not be satisfied.


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How You Can Better Communicate With Clients!

by Lori Hehn - Jun 22, 2016 7:54:04 AM

communicate.jpgTechnicians are often a first point of contact when a client enters the hospital with their pet. To ensure a successful visit, good client communication skills are a must.

There are a few key pieces that should be a part of any visit. As we all know, a first impression can be lasting and we want clients and their pets to have a positive experience.

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Newly Adopted Pets: Advice for Owners

by Lori Hehn - May 5, 2016 8:00:00 AM


As part of general practice, we frequently see newly adopted pets and are asked many questions in regards to training and introducing a new pet into the household.

Veterinary technicians are often this first contact at the time of the appointment and get many questions from the owner about welcoming and care of this new adoptee into their home. We want these new pets to be part of the family and want to ensure a smooth transition.

Sometimes adopted pets need some behavior training and guidance when they are introduced to a new home.

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in Client Education, adoption 0 Comments

Post-Whelping in Dogs

by Lori Hehn - Nov 25, 2015 1:53:01 PM

Unfortunately pet owners sometimes find themselves with a litter of puppies and don't know how to care for them. Veterinary technicians are often the point of contact for these questions. Here are a few things to know and share!

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Teaching Owners About Insulin

by Lori Hehn - Jul 3, 2015 9:00:00 AM

It can be very intimidating or scary for owners to think about giving injections to their pets. With some encouragement and a good demonstration, the majority of pet owners will quickly become comfortable administering injections.

It is important that the owner receives handouts on diabetes, insulin, and administration. The information can be overwhelming, especially if they are apprehensive; they may forget some of what you tell them.

The doctor should go over diabetes with the owner, but technicians often give the insulin injection demonstration. Therefore, technicians should be familiar with insulin handling, and knowledgeable enough to answer basic questions about insulin and administration.

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Veterinary Surgery- What to Expect Radio Show!

by Lori Hehn - May 27, 2015 2:00:00 PM

dujoThis coming Saturday, May 30th at 1:00 EST, Dr. Mauricio Dujowich will present the topic “Veterinary Surgery-What to Expect” on the Animal Airwaves Live call-in radio program on WUFT-FM. The episode was prerecorded this week so there will not be a live call in section during the show. Just as in people, many diseases as well as traumas experienced by pets require surgery for the best prognosis. Dr. Mauricio Dujowich, a veterinary surgery specialist, will discuss some of the more common situations requiring surgery, techniques now being used to treat various conditions, why a team approach to problem solving benefits animal patients and what pet owners should know if surgery is recommended for their pet. Listeners can also tune into the show online for live streaming during the broadcast:

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in Surgery, Client Education 0 Comments

Feel the Breeze!

by Lori Hehn - May 16, 2015 2:00:00 PM
"Pam" the dog feelin' the breeze!Simply put, it isn’t enough for a dog to live in a home with a yard. A yard to play in does not equal a “daily walk.” I am not saying it isn't fantastic, because it is. I am just saying a daily walk and living in a home with a yard are not synonymous.

Often, clients come in with complaints of behavioral issues such as barking, fighting or dominance issues with other dogs in the home, or chewing up things around the house. The first question I always ask is, “How many walks does he/she get per day?” And most of the time there is silence because the answer is none. Or the response is, "None...but we have a backyard."

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in Client Education, petcare 0 Comments

10 Things All Senior Pets Need

by Lori Hehn - Apr 23, 2015 12:18:00 PM

We see lots of senior pets in practice. Here are a few pointers you can share with your clients!

1) Good Nutrition- all senior pets need a diet that is tailored to keeping them healthy. All foods are not created equal. You must talk to your veterinarian about which diet is best for your pet. For example, a dog with early kidney disease should be on a lower protein diet. A dog with constipation issues may need more fiber. Less active dogs may need a senior food with lower calorie content.

2) A Good Quality Bed- a nice supportive bed to lay on is beneficial to their joints and muscles as they age. While they may prefer to rest on the cool tile, having a bed available to them is important. Crib mattresses make great dog beds (they can't be soiled, they have plenty of room, and they have great orthopedic support)!


 3) A Daily Walk- most dogs benefit from daily walks. Just to get out and stretch their legs and move around helps with mobility longer term. Nothing rigorous is necessary. Just getting out for a walk is good for body and mind and is special bonding time between dog and owner. Many senior pets will just sleep all day, so getting them up for that walk helps to keep them mobile. If your pet can't walk for some reason or tires quickly, consider taking them out for a "stroll" instead or when they get tired! If they are not used to going for walks, start small. A walk down to the end of the sidewalk or block may be a good place to start until you know their limits. Never go out when it is too hot. Older dogs overheat more easily and may exert themselves more.

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in Client Education, senior pets 0 Comments

Discussing Anesthesia With Clients

by Lori Hehn - Apr 22, 2014 4:16:00 PM

Dental CleaningOne of the most common reasons owners neglect dental care or other procedures for their pet is fear of anesthesia. In fact, many owners have either had a negative experience surrounding anesthesia with a previous pet or with themselves, or have a friend who had a bad experience. Veterinary medicine has come a long way in terms of standards of care and many people do not realize how advanced our anesthesia protocols and procedures have become.

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