Dear Client

Dear Client,

I'm sorry that you are frustrated because I leave the office at 3pm and can't take your phone call and my Dr doesn't respond to emails in a more timely manner.  I assure you my other staff members can help you just as well as I can.

I leave early because I come in early so I can be home with my kids after school. Sorry that doesn't mash with your needs and frustrates you.

I apologize because my dr didn't respond to your email within your pre-determined time, but he was spending his free time from work playing a softball double header.  I'm sorry that 12 hours wasn't quick enough for you.

I'm sorry you think the Emergency clinic didn't give you the response you wanted and gave you the impression they 'dont' know anything'.  Last I checked, the doctors there went to vet school just like everyone else. 

Forgive me for not having the answers you wanted to hear, but you did more talking than I did because you have been a dog trainer for 30 years and already know everything.  And when I tried to talk with you about your dogs concerns, everything I told you was wrong.  Clearly after 20+ years I don't know anything either.

But let me assure you of a couple things:  I WON'T apologize for having a life outside of work.  I love my job, but I love my family more.

My boss is a veterinarian, but he is also a person.  If he chooses to play ball instead of sitting at home manning phone calls and emails, I think he has earned it.  When he is at work, your pet is his top priority. 

The expectation that it's the ER's fault for you not bringing your dog in doesn't make sense.  They can't spend all evening on the phone convincing you to bring the dog if needed.  That's your call. 

I won't remind you that our records show that when you called about your dog and reported it was walking funny, and acting strange that you were told to bring it in for evaluation.  Or point out that you refused repeatedly because 'it was too far for you to come in' because of where you live.

None of this means we don't care about your dog.  Your dogs well being is very important to us.  That's why we called/emailed you as soon as we were in the next day.  It's why I spent 30 minutes talking with you and making sure things were ok (which they were). 

And I will still end my call encouraging you to call us anytime with any problems or concerns.  That's what we are there for. 

Sincerely,

Proud to be a receptionist and mom

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