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1995 AAHA Report AAHA Trends American Animal Hospital Animal Hospital Association answer appointment Arizona State University attitude behavior believe benefits caller Chapter client education client expectations client satisfaction clients want clinic commitment communication continuing education create decisions discussion doctor employees encourage ensure evaluate exam room feel follow-up Gary Johnson George Norris give goals Highland Hospital ideas important improve interaction keep Lenexa look Menlo Park mission statement mistakes motivated Nordstrom patients pet owners pet's practice manager problems procedures professional protocol quality service questions reception area receptionist referring require responsibility rewards Robert Cartin satisfied clients schedule Search of Excellence service recovery someone specific staff meetings staff members standards surgery survey technician telephone tion treatment understand vaccine veterinarians and staff Veterinary Economics Veterinary Hospital veterinary medicine veterinary practice veterinary technician waiting