I Don’t Know Myself!

, , , , , | Right | October 21, 2015

(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…”


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