About To Be Dis-Appointed, Part 11

We recently outsourced our phones and scheduling to a call center when outside normal hours: It used to be if someone called when we were not open, it would go to an answering machine. Now it goes to a service that tries to set them up with an appointment.

I’m checking the schedule, and I see that a client has somehow been scheduled at 8:30 AM on Thursday with a doctor who doesn’t work Thursdays. Also, we open at 9 AM.

I call the client.

Me: “Hi. Somehow you got scheduled with a doctor who’s not here at a time when we’re not open. Would you like to reschedule to fix this?”

Client: “I called in, and they said it was okay over the phone.”

Me: “Unfortunately it wasn’t. If you had attempted to come at that time and with that doctor, not only would no one be able to see you, we’re fully booked tomorrow, but the doors would be locked when you arrived.”

Client: “Yeah, the person I talked to seemed to be having some trouble accommodating me. I need that particular doctor, she’s the only one familiar with my situation, I need a morning appointment and I need one soon.”

Me: “Okay. She’s only available in the evenings. She’s got a second job teaching at a nearby college in the mornings. Can I schedule you for the evening, or do you need a different doctor?”

Client: “See, neither of those are acceptable. I work evenings. I need her in the morning, and I need it to be her.”

Me: “Okay, we have some appointments for her in the morning during the summer, is that alright?”

Client: “No. It needs to be fast.”

Me: “I’m sorry. I cannot accommodate you.”

Client: “I’ll be there for my original appointment at 8:30 tomorrow then. You’d better be there.” *Click.*

I let security know what was about to go down. Sure enough, he showed up at 8:30 and made an annoyance of himself by slamming on the doors and throwing things at the window until security pointedly asked him to leave.

Related:
About To Be Dis-Appointed, Part 10
About To Be Dis-Appointed, Part 9
About To Be Dis-Appointed, Part 8
About To Be Dis-Appointed, Part 7
About To Be Dis-Appointed, Part 6