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    Some Customers Are Like Pulling Teeth

    | MD, USA | Crazy Requests, Health & Body

    (My boss has informed me that his best friend has unexpectedly died, and that he will need to cancel his appointments for the next two days. I’m currently on the phone to a patient who is notorious for being difficult.)

    Me: “Hello, this is [me] calling on behalf of [dentist]. I’m calling to inform you that due to unfortunate circumstances, [dentist] will have to cancel your appointment for Friday. I do apologize for the inconvenience, but would you like to take the time to reschedule?”

    Patient: “Seriously? This is unacceptable. I’ve already cleared my schedule just so that I can be there. What is so d*** important that he can just cancel my appointment?”

    Me: “Well, sir, [dentist] will be taking time off to attend a funeral out of state. Again, I apologize for the inconvenience. I do have an opening two weeks from today. Would that work?”

    Patient: “No, no, I’ve already agreed to meet with my clients all that week. See, my time is actually worth something; I can’t just cancel on my client’s last minute like [dentist]. Honestly, how does he expect to stay in business if he cancels on his patients like this?”

    Me: “I’m sorry, sir. I’ll be sure to tell [dentist] that the next time one of his life-long friends unexpectedly dies, that he should be more considerate of his patients.”

    Patient: “See that you do!”