Going Toe To Toe With Payday

, , , , , | Right | December 9, 2018

(I am working the reception desk at my vet clinic. Our policy is to not schedule appointments for clients who have large outstanding bills. I am relatively inexperienced at appointment scheduling, and I really should have asked the client’s name before telling her what we had available. This happens on a Wednesday. The phone rings.)

Me: “[Clinic]. This is [My Name]; how can I help you?”

Client: “Hi. My cat may have injured his toe; do you have any openings on Saturday?”

Me: “Unfortunately, we are closed this Saturday, but we do have an opening on Monday morning at eight o’clock.”

Client: “I’ll take it.”

Me: “Great. Can I have your name, please?”

Client: “It’s [Client].”

(I pull up her account and see that she has an outstanding balance of well over $1000. Someone even flagged her account to make sure we don’t provide any more services to her until she pays us.)

Me: “I’m sorry, ma’am, but we unfortunately cannot schedule an appointment for you until you pay off a significant portion of your balance.”

Client: “I’m going to make a payment on Friday.”

Me: “I’m sorry, but I can’t schedule you until that payment is made.”

Client: “But I don’t get paid until Friday, and by then, that Monday opening will be taken!”

Me: “While that particular appointment may be taken by Friday, we have other openings next week. However, I cannot schedule you until you have paid off a significant portion of your balance.”

(This goes on for another two or three rounds of her saying she’ll make a payment on Friday and me reiterating that I can’t schedule her until she pays. Finally, I convince her that I’m really not going to schedule her appointment until she pays us.)

Client: “Well, I guess my cat will just have to suffer, then!”

Me: “Goodbye, ma’am.”

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