Receptionist: We understand the challenges of client service. Our videos and articles are from real people, in your shoes, with the knowledge to help you in your practice.

  • Tone and Volume for Your Client Conversations

    571 Views - 0 Comments In the 1970’s, Albert Mehrabian created a tool called the communication model. Within this model, he came up with the idea that only 7% of what is being communicated are the literal words. That mean...
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  • Receiving Constructive Criticism

    541 Views - 0 Comments Being open to criticism, good or bad, is vital to being successful in any job. How else are you going to know what to improve on, how to grow, and areas may require more focus? When...
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  • Understanding Cremation

    664 Views - 0 Comments If you are a pet owner whose pet is in failing health, or if you have sadly experienced the recent passing of a pet, the following information may help guide you through this difficult period with knowled...
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  • Talking to Children About Pet Death: Pt 2

    600 Views - 2 Comments Dealing with a pet’s death is hard, and can be even harder when children are involved. Kids may not understand the magnitude of their pet’s illness, the related expenses, or how to assess quality of life....
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  • Dealing with Guilt

    522 Views - 0 Comments Guilt is a common feeling among participants in the DoveLewis Pet Loss Support Program. Enid Traisman, MSW, CT, and Director of the DoveLewis Pet Loss Support Program reviews how to help those deali...
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  • 5 Ways to Use Peanut Butter in an Animal Hospital

    952 Views - 0 Comments March 1st is National Peanut Butter Lover’s Day, and peanut butter is a commonly used tool here at DoveLewis. To celebrate, we’re sharing 5 facts about peanut butter and 5 ways to use peanut butter...
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  • Coping with Grief and Loss

    971 Views - 1 Comments How does grief differ when a pet is lost due to old age versus a sudden tragedy? Enid Traisman, MSW, CT, and Director of the DoveLewis Pet Loss Support Program, reviews how clients may feel and react afte...
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  • Ask the Right Questions

    3,272 Views - 0 Comments We’ve all had the thought after working with a client-- why didn’t you mention this earlier? Why am I just hearing about this now? This would have been nice to know an hour ago… While it may be easy to...
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  • Working Well Under Pressure

    2,498 Views - 1 Comments Pressure and stress are factors that play a role in our jobs, everyday. Join Sarah Parker, CMA (AAMA), from the Medical Society of Metropolitan Portland, to learn about ways to manage pressure in any posi...

    3 min 30 sec

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  • Email Etiquette- Do’s and Don’ts

    1,379 Views - 0 Comments There are a lot of ways to communicate these days. Phone calls, text messages, instant messages, email, direct mail-- the list goes on. While it’s important to note how your clients prefer to be communica...
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  • Personality Types and Common Communication Mistakes

    1,532 Views - 0 Comments A client’s personality can have a big impact on their communication style. Join Sarah Parker, CMA(AAMA), from the Medical Society of Metropolitan Portland, to learn about the different personality types,...

    8 min 35 sec

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  • Communication in Crisis: What Clients Go Through in an Emergency

    2,487 Views - 2 Comments Pet emergencies occur every minute of every day – but for our clients it is a singular monumental event. Pets are, in fact, family. They are family that like to eat socks, brawl in the street, enjoy...
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  • Resources for Seamless Client Communication

    823 Views - 0 Comments Did you know that starting out the day with a team huddle can increase internal communication and lead to a better client experience? Learn from Sarah Parker, CMA (AAMA), from the Medical Society of Metro...

    4 min 53 sec

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  • Handling Client Complaints

    1,446 Views - 0 Comments Handling client complaints can be draining from the start. Prior to working with the client, you should have already started your research on the issue, have notes on hand, and your team shoul...
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  • Barriers to Effective Communication

    2,212 Views - 0 Comments We may think that our communication style is crystal clear, but is it? Learn from Sarah Parker, CMA (AAMA), from the Medical Society of Metropolitan Portland, about how we can minimize the barriers that h...

    4 min 6 sec

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  • De-Escalating Clients in a Busy Lobby

    1,400 Views - 0 Comments Working with an escalated client can be awkward and uncomfortable, especially in front of other customers. Learn from Client Relations Specialist, Rena Alexander, and Client Liaison, Cy Torrey, about tips...

    3 min 49 sec

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  • Why We Stay Open

    1,313 Views - 0 Comments We learned recently that some local emergency hospitals are sending their patients to DoveLewis in an attempt to manage their own caseloads. We get it—when you combine factors like a national hiring short...
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  • Celebrating the Holidays Without Your Animal Companion

    832 Views - 1 Comments As the holidays are approaching, Enid Traisman, MSW, CT, and Director of the DoveLewis Pet Loss Support Program, reviews ways that you can honor your pet during the holiday season. These tips can al...
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  • Workplace Bullying

    2,286 Views - 0 Comments Bullying between staff members can be hard to identify. Learn from Cheryl Latta, DoveLewis Human Resources Manager, about how to recognize bullying behaviors and prevent it from happening.

    4 min 52 sec

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  • Staff Transition to Management: Part II

    1,048 Views - 0 Comments Continuing from Staff Transition to Management: Part I, Cheryl Latta, DoveLewis Human Resources Manager, reviews common difficulties that new managers face and tips for making the most of your new promoti...
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  • Staff Transition to Management: Part I

    1,342 Views - 0 Comments Cheryl Latta, DoveLewis Human Resources Manager, talks about the difficulties that can come with a promotion to management, and tips for handling new responsibilities.

    3 min 28 sec

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  • Communicating Discharge Instructions with Clients

    3,314 Views - 4 Comments Senior Technician Supervisor and CVT, Sarah Harris, joins Training Specialist and CVT, Jessica Waters, to review the process for communicating effective discharge instructions with clients. Using the exam...

    4 min 9 sec

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  • Introducing a Client Liaison Position

    1,306 Views - 0 Comments Anthony Strode and Cy Torrey, DoveLewis Client Liaisons, discuss the importance of providing great client experiences through their new positions as Client Liaisons. Learn how they are taking customer ser...

    3 min 38 sec

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  • Thank You, and Good Job

    1,440 Views - 1 Comments Being a veterinarian is exhausting, isn't it? We need to care about so many things! I need to care about that blocked cat whose owners can't afford treatment. I need to care about that dog with pulmona...
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  • Taking Messages

    2,263 Views - 0 Comments Beth Ann Fretz, Client Service Representative, walks through taking accurate messages to ensure effective communication throughout the hospital.

    2 min 10 sec

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  • Workplace Grief - Making a Memorial Table

    1,934 Views - 0 Comments March is Wellness Month at DoveLewis! Join Enid Traisman, Pet Loss Support Director, and Chelsea Lincoln, Special Accounts Coordinator, to learn about creating memorial tables to support your colleagues....

    2 min 16 sec

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  • New Kids on The Block

    3,148 Views - 17 Comments Even for experienced staff, working at a veterinary ER can be hectic, heartbreaking, and overwhelming.  For brand new employees, adapting to the pace can be rough.  Unfortunately, I’ve seen new...
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  • Veterinary Interview Prep

    1,963 Views - 2 Comments Whether you are applying for a position in a new city, or promotion at your current hospital, there are a few tips you should keep in mind. Cheryl Latta, DoveLewis Human Resources Manager, discusses how t...

    2 min 35 sec

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  • The Other End of the Leash

    2,285 Views - 15 Comments Talk to anyone in vet med about why they are in the field, and you are likely to get a response laced with misanthropy. Bring up the possibility of human medicine with a vet tech, and elicit a squirm...
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  • Staff Communication During Euthanasia

    5,258 Views - 0 Comments Beth Ann Fretz and Kaitlyn Sanborn, Client Service Representatives at DoveLewis, walk through the administrative process of patient euthanasia, and how to help customers during the difficult time.

    6 min

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  • How to Address Mental Health Concerns

    3,390 Views - 0 Comments Chief Human Resources Officer, Monica Maxwell, and HR Generalist, Cheryl Latta, address culture issues and signs managers should look out for when it comes to burn out and depression.

    4 min 37 sec

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  • Let’s Talk About Suicide Awareness

    2,383 Views - 0 Comments Live Again co-founder, Eric Snyder, comes to DoveLewis to talk with HR Generalist, Cheryl Latta, about suicide awareness and prevention. Resources mentioned in this video: National Suicide Prevention...

    9 min 13 sec

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  • Disaster Relief in the Veterinary Community

    1,864 Views - 1 Comments Natural disasters impact thousands of pets and veterinary hospitals each year. Christy Michael, BVMS, discusses ways to help your local and national veterinary community. Dr. Michael also recommends relie...

    5 min 22 sec

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  • Talking to Unhappy Clients on the Phone

    5,792 Views - 0 Comments Former DoveLewis Client Service Representative, Kaitlyn Sanborn, discusses helpful tips and strategies for talking to unhappy clients over the phone.

    3 min 36 sec

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  • Can You Fire for Free Speech?

    2,370 Views - 0 Comments DoveLewis CEO Ron Mogan and Chief Human Resources Officer Monica Maxwell discuss the controversial firing of an employee at Google.

    4 min 27 sec

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  • Communicating with Clients in Crisis

    5,403 Views - 0 Comments Client Service Representative, Beth Ann Flick, discusses tips for communicating with clients who are experiencing a stressful emergency with their pet.

    3 min 10 sec

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  • Taking Payments and Closing Books

    2,466 Views - 0 Comments Client Service Representative at DoveLewis, Kaitlyn Sanborn, discusses best practices on taking payments and closing books at the end of your shift. Download Cash Verification Sheet

    3 min 19 sec

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  • DoveLewis Phone Room: A Quest for a Quiet Lobby

    2,532 Views - 7 Comments As a leader at DoveLewis, one of my main focuses is to ensure Dove employees have the tools and resources they need to perform their jobs. Over the last few years, Dove has gone through a tremendous amoun...
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  • April Fools'! Safety Considerations for Dangerous Animals

    4,822 Views - 1 Comments In this unusual case, Coby Richter, DVM, DACVS, discusses safety tips and best practices when working with potentially dangerous animals.

    2 min 6 sec

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  • Talking to Clients with Financial Concerns

    4,959 Views - 0 Comments Client Service Representative at DoveLewis, Beth Ann Flick, discusses important considerations when talking to clients about financial policies over the phone

    1 min 55 sec

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  • No Experience Required? My First Job in the Veterinary Field

    3,372 Views - 2 Comments As my college graduation was nearing, I knew I needed to look for a job. At the time I was considering graduate school to pursue a career in human medicine, but I didn’t feel ready to go to more school so...
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  • How We Stayed Social in 2016

    6,859 Views - 0 Comments Social media isn’t going away. It’s growing at exponential rates around the world, and this is good news for veterinary medicine! A new avenue to educate clients and create growth opportunities? Yes, plea...
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  • 7 Tips for Happy Pets on Halloween

    2,530 Views - 1 Comments Guest blogger and behavior specialist, Jenn Fiendish, CVT, VTS (Behavior), discusses important things to keep in mind while educating clients this Halloween: We all know the dangers of chocolate and pe...
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  • When Society Labels You a Killer

    3,748 Views - 7 Comments UPDATE: The Quebec Court of Appeal has lifted the temporary suspension of Montreal’s pitbull ban, putting the bylaw into effect. Pit Bulls have recently been all over the news as the target of a contro...
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  • Hiring CSRs: What Do Clinics Look For?

    2,991 Views - 4 Comments Let’s face it. Hiring veterinary staff is challenging. Sure, it depends on the role: Certified / Licensed Technicians are like unicorns these days. You know they exist but you can never find them in...
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  • Tiny Talk – Critical Thinking

    8,466 Views - 0 Comments Christy Michael, BVMS, describes critical thinking and why it is such a vital skill for everyone on the veterinary team.

    14 min 33 sec

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  • From CVT to CSR to CVT Again... A Journey

    4,261 Views - 9 Comments I have been a CVT for just over 2 years now, the majority of that time spent in emergency medicine. During a late night in the ER I tried to take on a dog that was just a little too much for me,...
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  • Adopting Special Needs Cats

    2,968 Views - 3 Comments If you have read my previous blogs then you are aware of my addiction to caregiving and that I tried to stop rescuing. I did my best to stop but the special needs cats always pull so hard on my heartstrin...
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  • My Approach to Customer Service: Client Advocacy

    3,057 Views - 0 Comments A few months ago, I was out to dinner and was approached by a woman who seemed to recognize me; she asked if I worked for DoveLewis. I told her that I did, and she then gave me a hug and thanked me for he...
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  • For Most Americans

    1,499 Views - 0 Comments For most Americans, the Fourth of July holiday is a time for celebration.  People look forward to having a day off from work, spending time with family and friends, and of course, watching those fire...
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