It's over, 19 years of bogus orders

[Zee09]

I went back to read the thread but couldn't find the answer;

Why not just tell him no, because of his history of false orders?

I'd have to tell that to all of the other thousands that do the same thing.
Seriously that's true. I have 5000 worse customers, so he fell through the cracks.

Bingo.... This morning, I had a new email from him.
I know where he is going with this too. All of a sudden after 2 decades he wants
to know why the materials, differ on this product. You know what's next- Please cancel my order.

I'm busy with real customers so I answered his question but not even starting on his order.

 

[Hall]

I'm busy with real customers so I answered his question but not even starting on his order.

I would just delete his email and wait for him to cancel

 

[JHZR2]

We usually give you one if it's the first time and never happened before. By the second missed appt you get charged and a letter that says three strikes and you're out. On the third missed appt it's see ya! Go not show up for someone else. I think what gets lost with people is when you don't show up or you're late we are in fact talking about it and documenting it. When you're late we are actually sitting there waiting for you to arrive and if you're chronically late I will make you reschedule as I'm not going to run late for the next the person. Now I understand life happens, and we are pretty relaxed for the occasional missed/late appt, but (to your point in your post) what people do not realize is it's really easy to determine if it's an isolated event or a trend.

What about when the patient is sitting and waiting? Is that documented too? Perhaps to justify a discount?

 

[PWMDMD]

What about when the patient is sitting and waiting? Is that documented too? Perhaps to justify a discount?

I can honestly say that I make someone wait 5-10 min TWICE per year and that is usually for an emergency trauma that can not wait. If we want to keep track 99.9999% of my patients still OWE ME but to answer your question - YES, we give them a gift card and/or if it's in-season some Woo Sox tickets. I pride myself on being on time. I give up a substantial amount of potential income by not scheduling myself too densely because I respect other people's time. All I ask in return is they do the same. Most people can live up to this agreement but some can not and they get the boot.

 

[Hall]

What about when the patient is sitting and waiting? Is that documented too? Perhaps to justify a discount?

One time at the pediatrician, for a scheduled appointment, we arrived on time (and early) but ended up waiting about an hour and 15 minutes past our scheduled time. More than a couple times I walked up to the window with the snotty receptionist and she blew me off.... Another time I asked again, she started blowing me off, and I stopped her and said in a loud (not yelling - I promise) but firm voice that if WE showed up late, they'd tell us we can wait until they feel like taking us in or cancel our appointment and charge us a penalty. She started with the spiel about how valuable the doctor's and nurse's time was and I cut her off again by saying (intentionally loud enough for the other waiting people to hear) "so your time is more valuable than all of ours?" and she's stumbling with "that's not what I mean...let me see if we can squeeze you in". Squeeze us in ? Wouldn't happen if they didn't double or triple book patients ! We still ended up waiting until I walked up to the window and told them we're leaving and I'd be contacting all of the doctors (they shared ownership of the practice). One of them overheard me and told us to come back now and apologized profusely. I honestly felt like they meant it too. We never waited (too long) after that.

 

[PWMDMD]

One time at the pediatrician, for a scheduled appointment, we arrived on time (and early) but ended up waiting about an hour and 15 minutes past our scheduled time. More than a couple times I walked up to the window with the snotty receptionist and she blew me off.... Another time I asked again, she started blowing me off, and I stopped her and said in a loud (not yelling - I promise) but firm voice that if WE showed up late, they'd tell us we can wait until they feel like taking us in or cancel our appointment and charge us a penalty. She started with the spiel about how valuable the doctor's and nurse's time was and I cut her off again by saying (intentionally loud enough for the other waiting people to hear) "so your time is more valuable than all of ours?" and she's stumbling with "that's not what I mean...let me see if we can squeeze you in". Squeeze us in ? Wouldn't happen if they didn't double or triple book patients ! We still ended up waiting until I walked up to the window and told them we're leaving and I'd be contacting all of the doctors (they shared ownership of the practice). One of them overheard me and told us to come back now and apologized profusely. I honestly felt like they meant it too. We never waited (too long) after that.

I'd find a new office. I very rarely wait at my physicians' offices but I in part chose these offices based on their practice of not double and triple booking and staying on time.

 

[D60]

I enjoyed the read, thanks @Zee09

Sorry to see people hassling you -- what exactly you make adds nothing to the story. Plus you've stated here before, but people who just showed up suddenly feel hurt and left out about not knowing information they didn't need in the first place.

It occurred to me the difference with my biz is I can fire customers just by raising rates to ridiculous prices. But if yours is preset on a website, it's much more difficult.

 

[Zee09]

I enjoyed the read, thanks @Zee09

Sorry to see people hassling you -- what exactly you make adds nothing to the story. Plus you've stated here before, but people who just showed up suddenly feel hurt and left out about not knowing information they didn't need in the first place.

It occurred to me the difference with my biz is I can fire customers just by raising rates to ridiculous prices. But if yours is preset on a website, it's much more difficult.

Thank you @D60
Well said..I'm immune to it now but in the early years it was frustrating.
Fanatics are abound everywhere...
As you well know you have to roll with the punches..
This morning I had the worst assemblage of customers all lined up in my email. Sometimes I enjoy it. Today the theme was I want it my way and I was Burger King for the day..

 

[Hall]

I'd find a new office.

Kids are older so we did switch them to the doctor my wife and I see.

 

[JHZR2]

I can honestly say that I make someone wait 5-10 min TWICE per year and that is usually for an emergency trauma that can not wait. If we want to keep track 99.9999% of my patients still OWE ME but to answer your question - YES, we give them a gift card and/or if it's in-season some Woo Sox tickets. I pride myself on being on time. I give up a substantial amount of potential income by not scheduling myself too densely because I respect other people's time. All I ask in return is they do the same. Most people can live up to this agreement but some can not and they get the boot.

That’s excellent, and simply requires respect and understanding from both parties. Simple actually. Unfortunately uncommon…