Rudeness Scores A Ten
(At my office, we have a ten-minute late policy that we can be lenient on, but we usually aren’t if we are very booked. Today is one of those days.)
Customer: *calls in* “Hi. I am running a little behind; my mother’s car broke down.”
Me: “Okay, thanks for letting me know, but just so you know, we do have a ten-minute late policy; if you are more than ten minutes late we are going to have to reschedule your appointment.”
Customer: “But it’s not my fault; I’m not going to leave my mother out here alone.”
Me: “I understand, but we still keep the policy because we have other patients to see, as well.”
Customer: “Well, I’m not going to leave her alone out here.”
Me: “I understand, but like I said, if you are more than ten minutes late we will have to reschedule.”
Customer: “I don’t think you do understand; can’t you be a little lenient?”
Me: “Unfortunately, no. We have a heavy schedule today and we can’t budge on our policy.”
Customer: “Fine.” *hangs up*
(She shows up with only a few minutes to spare; luckily I am not the one who checks her in, but I overhear what she says.)
Customer: “The person we talked to on the phone was very rude.”
Coworker: “I don’t remember anyone being rude.”
Customer: “Well, they were, and I had to break all the laws to get here on time.”
(Next time just cancel your appointment; no one is forcing you to be here.)