We recently had a situation at my office where two customers, who had obviously been having a bad day, chose to take their frustration out on our front desk employee. Arms flailing, curses flying frustration right in the face of our employee. True professionalism prevented our employee from letting loose back at them but what do we do now. These are repeat customers in our chiropractic office. All we were doing was asking these customers to pay their bills.
There are several issues involved in this situation....
Regarding behavior...Do we demand apology? What good does an apology do anyway? It's just words. Their actions spoke WAY LOUDER than any apology could. Do you refuse to treat them? Do you chalk it up to just a bad day and "they didn't mean it"? Shouldn't adults act like adults? When did it become acceptable to curse at your doctor's office staff anyway?
Regarding not paying their bills....it seems that society has adopted a sense of entitlement. People seem to feel that they are OWED goods and services. Why is our office any different than any other medical facility? You have to pay your co-pay or co-insurance. It's not free! When you go through the drive-thru at McDonald's you stop at the PAY window first and then you GET your food from the next window. There's a reason for that system!
Some days it's really hard to adhere to the "Grin and Bear It" philosophy!
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