I Don’t Know Myself!
(I work for a veterinary clinic that also offers pet boarding. To board, pets must be current on vaccinations; if they are not, a staff member reviews a consent form with them and then a vet will update the required services.)
Client: “I have a complaint.”
Me: “I’m sorry. How can I help you?”
Client: “No one called me to tell me my dog was started on ear medications while boarding.”
Me: “Let me review your file… According to the paperwork you signed at check-in, you selected the ‘Okay to treat minor issues’ box, rather than the ‘Call to approve’ box.”
Client: “Why would you not call people?”
Me: “Some people prefer not to receive calls when gone on vacation or business—”
Client: “You don’t know me. How do you know what I want?”
Me: “Yes, that’s why we asked you, on this form you signed, what your preference was — to be contacted or not.”
Client: “You don’t know me!”
Me: “Perhaps in the future, you should check the other box…”
This story is part of our Take Your Dog To The Vet roundup!
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Question of the Week
Tell us about a customer who got caught in a lie!
