Today we received a call from an inactive client. He wanted to come back to us. "GREAT!!" was my reaction. Then I read his records. Hidden in the recesses of an old account note was his reason for leaving. He had boarded his pet with us and upon examination, his dog had a horrible ear infection. We called all the numbers he left us to try to reach him all to no avail. He had signed a form that said "Treat as needed" so we did. When he returned, he refused to pay for what was done (sound familiar?). I remember him vividly even though it has been 4 years! He called me an idiot and told me that I could not possibly be able to keep my job when I expect people to pay for things that they didn't approve. He said he would never be back! I kept it professional, even though the idiot comment sent me through the roof!
Then yesterday, he calls. He wants to come back but can we just fill his Rimadyl prescription even though we haven't seen his pet in years? So after reading that he called me an idiot, instead of just saying no and passing it on to a technician, I got on the phone with him and told him how wonderful it was that he wanted to come back. We talked for a while about what has been going on with his dog and he told me that she was going to board and that he was headed out of town for a business trip and that he couldn't bring her in but needed more Rimadyl for her while she boarded. I reminded him that we boarded here. He said he remembered but that he thought I wouldn't let him bring her in because of our last encounter.
Long story short. He brought his pet in to board. Asked for me and shook my hand and said he appreciated that we would let him come back. We got his records, did an exam and filled his Rimadyl prescription.
I think back to the times when we weren't in a recession and I would have written him off. I would have read the comments I put in the record and told him absolutely we would NOT fill the prescription for him. But these are tough times and I swallowed my pride and I am so glad I did!
Is it a full moon? Perhaps, but there are some good things that come out of a recession. We certainly learn to become more service oriented and that's just good business!