Making A New Disappointment

(This patient has missed two appointments back to back before this one. An hour before her appointment she gets her mother to call in sick for her. She’s in her mid 20s. We have a 24-hour cancellation policy that I waved for the first two missed appointments.)

Reception: “Due to policy, we will have to charge your daughter for this missed appointment.”

Customer’s Mom: “I CAN BRING HER IN TO SHOW JUST HOW SICK SHE IS.”

Reception: “I’m sorry but it is policy. You daughter missed two appointments in a row before this appointment. I’m sorry but there will be a charge.”

Customer’s Mom: “FINE! She’ll just never come back in then.”

(The mother is a regular of mine. And, just because you don’t come in doesn’t mean you can get out of paying.)