Contents

Chapter 1: Making a Good First Impression

Chapter 2: Getting Organized

Chapter 3: General Administrative Policies

Chapter 4: Answering Clients' Questions

Chapter 5: Fee and Payment Policies

Chapter 6: Scheduling Appointments

Chapter 7: Handling Emergencies

Chapter 8: Interacting With Clients

Chapter 9: Your Role in Marketing

Chapter 10: The Importance of Diagnostic Tests

Chapter 11: The Importance of Vaccinations

Chapter 12: The Importance of Internal Parasite Control

Chapter 13: The Importance of External Parasite Control

Chapter 14: Dispensing Drugs and Supplies

Chapter 15: Common Surgical Procedures

Chapter 16: Common Medical Problems

Chapter 17: Commonly Asked Questions: Small Animals

Chapter 18: Commonly Asked Questions: Horses