A Visit to my Local Veterinary Clinic
Posted: February 14, 2014
I have always believed that people are generally more productive when they are at their busiest. Conversely, I often find that my attention span is lacking when I have too much time on my hands. It is this reasoning that I will use when I reflect on this week's visit to my local veterinary clinic to have two of our cats get their booster shots.
The local vet clinic was not very busy when we made the appointment for 2:30 this past Tuesday. In fact, as we arrived, there was only one other customer entering the lobby. Unfortunately for us, the other customer had an emergency situation with his friend's dog that was going to tie up our veterinarian for at least the next hour.
I wish the front desk clerks at the vet clinic would have acknowledged that someone else was going to be taking our 2:30 appointment. Since Lisa and I both took time out of our work day and planned to only be at the veterinary clinic for about 20 minutes, it would have been helpful for us to have the option to have a different veterinarian administer the generic shots to our two young kittens.
After nearly an hour, I asked one of the front desk personnel if it was common practice for customers to wait so long for a routine procedure, even if one of the three veterinarians in the office was busy with an emergency surgery. Fortunately, one of the vet assistants overheard my concern and shuttled us to see a different veterinarian so we could go on with our day.
This service blunder is a reminder to those who are responsible for making sure that good customers are cared for in a timely manner. It was not our veterinarian's fault that he was asked to conduct emergency surgery. But it was the staff's responsibility to ensure that anyone inconvenienced by the decision to have us wait should at least explain what options are available so that they don't lose this customer's business in the future.
REMINDER: I have received a number of phone calls and written messages from subscribers who are not pleased that their weekly issue of The Bottom Line is bound by tape in three places. Believe me, I wish I did not have to secure the newsletter with the sticky tabs. But the U.S. Postal Service requires that publications like mine are not only tabbed in three specific places, but also have to be thin enough to fit through the bulk mail processing machines. This is why I can never include more than two flyer inserts in any given issue of the newsletter. Sorry, but those are the rules of the postal service - not mine.