Out Of State, Out Of Mind, Part 3
(The clinic where I work performs DMV physicals to certify that truck drivers are physically fit for their job. All the doctors do them, but if a patient drives out of state, they must be certified by the one doctor who performs out-of-state physicals. A driver comes in on a day when the out-of-state doctor is not working.)
Receptionist: “Hi, what can we do for you today?”
Driver: “I need a physical.” *throws DMV paperwork on counter*
Receptionist: “Sure. Have we seen you here before?”
Driver: “No.”
Receptionist: “Then I’ll just need you to fill out our registration form here, please…”
Driver: “What? For a physical? I’m not doing that.”
Receptionist: “Sorry, but every patient has to.”
Driver: “Ugh! I can’t believe you’re making me do this.” *takes clipboard and stomps over to a seat*
(As the receptionist is setting up the driver’s appointment, she asks:)
Receptionist: “[Name], do you drive out of state at all?” *we always call our patients by their first name*
Driver: “My NAME is Ms. [Last Name]!”
Receptionist: “I’m sorry. Ms. [Last Name], do you drive out of state at all?”
Driver: “No! Only in California.”
Receptionist: “Okay, thanks.” *she finishes registering the driver, and asks again* “Now you’re SURE you don’t drive out of state, right?”
Driver: “No! Like I said!”
(Soon the back office MA calls her up. She grumps through the entire physical, complains about the receptionist’s “rudeness”, and leaves in a snit. A few days later, we get a call…)
Driver: “The DMV rejected my physical! I went all the way down there and they rejected it because I drive outside California sometimes! This is your fault!”
Receptionist: “Ma’am, that’s why the receptionist asked you REPEATEDLY if you drive out of state.”
Driver: “Well… I thought she was just being a nosy b****!”
(The driver had to wait a week and come back to our clinic when the out-of-state certifying doctor was working. She seemed slightly embarrassed on her return visit!)
Question of the Week
Tell us your story about a customer who couldn't understand the most simple concept.