Hello,
People who are true dog owners have children, not pets. Therefore, when one of their children (dogs) falls victim to an emergency, expense is the last thing on their minds. My husband and I have owned several dogs throughout the years. We have nursed severe respiratory infections and spent numerous hours at emergency animal clincs to help ease seizures. Needless to say we have literally spent thousands on vet bills.
This morning, at about 2:30 am, our 16-year-old Pomeranian had a seizure. I immediately rushed her to the Emergency Animal Clinic we were most familiar with, on Natural Bridge in St.Louis, MO. After their initial examination they recommended we take her to another branch that was open 24 hours for observation. They said they would fax over the information. I immediately set out for the office.
Upon being buzzed into the office, the girl at the desk never once glanced up from her desk. She asked "what do you want"? I said that the Natural Bridge Office was faxing over our information. She proceeded to let me stand there, at the counter, for several minutes. I then asked "What do you want me to do, sit down, while you finish your paperwork"?
She stood up and put a clipboard on the counter and said, "Here, sign this." I told her I couldn't as I had my dog in my arms. She stated, "Well we're not going to see you right now anyway."
I said I would sign it when I went in to see the Vet. She then replied "if you don't sign it, you don't see the vet. I asked her how was I going to sign it, or would she hold my dog for me. She then stated "You can go somewhere else"!
I turned from the desk and walked into the scale area, as I was unfamiliar with where the exit was, and she found this exceedingly funny and started laughing. Without true dog owners, these emergency animal hospitals would not be in business. There are two primary issues here. One, this individual lacks knowledge of how to handle crisis situations. She is inept in the communications area as well as ineffective in retrieving information and assisting customers.
Second, the clinic has lost total sight of how to properly train an individual for the position of receptionist. When an owner's pet is thrusted into a medical crisis, our primary objective is to retrieve emergency medical treatment. With that treatment it is customary to expect, at least, the bare minimum of compassion and a little empathy. Unfortunately this clinic was unable to deliver even the bare essential common courtesy.
I write this letter with the hope you will share this in order to send a reality check to emergency animal clinics everywhere, that without true pet owners, they would not be in business. - Gloria
Hello Gloria,
It sounds as if you have had a rather traumatic visit to the clinic. Most importantly, how is your little dog now - I do hope it was nothing serious?
When confronted by a receptionist with that level of bad manners and incompetence there is no other course of action than to complain officially about her. I would write a letter to the management of the clinic (and send the same letter to the vet who sent you down there - they may have received notice that you "failed to attend", if the receptionist was working true to form) and explain the situation and what you were confronted with. Tell them that such action is simply not acceptable and that you will not be using their services any time soon until they at least train their staff with good manners, and at least the basics of customer service. The situation will never get any better unless people like yourself start to complain!
I would also phone the clinic a couple of days after you send the letter and check with the manager that he/she received your letter - a receptionist like the one you experienced would not be above consigning such a letter to the bin in pieces (many managers never see their mail unless it is classed as a 'management matter' by the receptionist).
I hope that helps - let me know how you get on, and how your little dog is now. - Ed
Hello,
Thank you so much for your response, it is truly appreciated. As to my baby, I had to have her put down yesterday, as there were too many health issues confronting her, along with her having another seizure.
I did contact that corporate administrator. I sent her a letter as well as sending a copy of that letter to one of the owners, the Better Business Bureau, and the State Attorney General. - Gloria
I'm happy to hear that - hopefully something willbe done to improve the service. - Ed
