How to approach issue with client.

RE: How to approach issue with client.

Sal the 1st — Wed, 29 Apr 2015 10:22:36 GMT

thats what happened to me on one occ NickyVN - client swore black was white that I had dispensed her panacur paste and a tea tree flea repellent and we stocked neither of those items (and never had) - but inside her puppy vaccination was the receipt from where she had bought the pup and the feeding instructions for the sample of food, the instructions on how to use the panacur syringe, and about applying the flea repellent after 2 weeks. We were lucky it was there I guess and I think it was a genuine mistake by the owner, I don't think it was intentional I think there is so much going on when people get a new puppy (sometimes it might be their 1st dog) that they can genuinely lose track of who has given what and who has said what. Our client came in to complain that the flea drops were crap and why were we selling them!

At least its all sorted now - and as you say you can move on

RE: How to approach issue with client.

Nicola Smith — Wed, 29 Apr 2015 08:34:15 GMT

We have had people adamant they got something from us when they hadnt, very often breeders do give advocate out with pups. I once had a client had a real strop as she said i charged her for advocate but gave her bob martins!!!! She brought it back in a supermarket carrier but was insistent we had fiddled her but we didnt back down on that one as we dont even stock bob martins so no way. That was horrible though as she was accusing me of lying etc. I think often it is a genuine mistake when people forget where they have got something, but also once they have said it they dont want to back down and admit they are wrong!!

RE: How to approach issue with client.

suz85 — Tue, 28 Apr 2015 21:54:09 GMT

Thank you for all the replies. Despite feeling nervous all day in advance of the appointment, it actually went ok. I decided to have the Vet in with me (she's lovely and a very calming sort of person) I started by making a fuss of the pup and commenting how big she was getting, and then turned to the owner and said "I understand there has been a bit of confusion over whether ***** has had an advocate from ourselves or not, I've had a check of the previous clinical notes, and there has definitely been no mention of any parasite control, and nothing has been charged to yourself apart from the microchip, was there any chance you could have perhaps got it from her previous Vets where she had her puppy vaccines or her breeder?" (the entire conversation was kept upbeat and conversational) The owner said no, I definitely got it here, and I wasn't happy at your receptionist earlier quizzing me, as I felt I was being made out to be a liar. I then said "apologies for that, that was not how the receptionist meant to come across, she simply can only go on our clinical notes, and as there was no mention of a spot on, she was unable to sell another." She replied again she definitely got it here and she didn't understand the issue, so I simply pointed out that we hadn't actually charged it for her, and we wouldn't now, but that as a POM, our receptionist could not simply sell another tube over the counter, and at that point the Vet stepped into the situation and said "well, whatever has happened, has happened, lets have a wee look at ***** now". She totally diffused the situation, and the owner left happy, even thanking me as she left saying it was just one of those things. At least she is happy, and despite me being annoyed as there is no way I dispensed it, I obviously couldn't stand and argue the point with her. (I am creature of habit and have a routine when dispensing medication, I price it up in room, ALWAYS tell O how much it is, ask them to take a seat, go through to pharmacy, get my label as the machine is at the entrance, and then get the medication and take it through to reception where I pass it to receptionist to take payment, so even if I had forgot that she hadn't seen a Vet, there is no way I wouldn't have priced it up, as no way to get a label without pricing it on, and there is absolutely no way I'd not have got a label, I would have realised at that point it wasn't priced up...!) Grin and bear it, and move on!

RE: How to approach issue with client.

Sal the 1st — Tue, 28 Apr 2015 18:48:31 GMT

well if she is still insistent you gave her it - you could mention that it wasn't recorded and wasn't charged but thank her for bringing it to your attention as you will now need to charge her for it. Can you run a quick stock check on that item v sales for the period in question? if it tallies then there is your proof if anybody is questioning it

RE: How to approach issue with client.

suz85 — Tue, 28 Apr 2015 18:47:04 GMT

Hi Diane, we don't either, normally if the pup is getting a spot on at time of a vaccine or microchip it is given away with the owner with instructions to apply 48 hours later.

RE: How to approach issue with client.

Diane Westwood — Tue, 28 Apr 2015 17:26:51 GMT

I wouldn't use advocate at time of microchip anyway due to the hole the chip makes. You could say the same nicely and she might remember when she had it applied and by who.

RE: How to approach issue with client.

suz85 — Tue, 28 Apr 2015 15:12:17 GMT

ps should add my Vet is on holiday this week and we have a locum in!

RE: How to approach issue with client.

suz85 — Tue, 28 Apr 2015 13:10:38 GMT

It was definitely the advocate she asked for as her older dog gets it from us. I've now discovered she actually came in yesterday to pick it up and was told by reception as she hadn't been seen by Vet she couldn't have it, and she said, oh, maybe we got it from breeder as pup has had it, but she has come in today definitely saying I dispensed it last time. She doesn't have the packaging at home, but is adamant I gave her it during the microchip... Will try keep it light and friendly, and start with, "I understand there has been some confusion over the advocate spot on, and whether the pup has had it from here or not, well I've had a look at her file, and I can see no record of it being from us, is there any chance its been from a previous Vets or breeder?" And see how it goes from there....

RE: How to approach issue with client.

Sal the 1st — Tue, 28 Apr 2015 11:44:34 GMT

has she definitely 100% asked for advocate or did she just ask for a spot on and somebody then mentioned to her advocate and then she picked up on the name?

I would be friendly and start with a right lets see what your weight is this time - and go through all the alternatives you have for that weight in the practice and then - maybe 'remind me what is it you used last time because I don't seem to have a record for that?' and it may well be that they will come out and tell you something entirely different. If the breeder has a web page and you know who it is you could try looking on there as some of them will sell a puppy that has had vaccs and has been wormed and flea tx and will state this on website. It may well be that the advocate came from the breeder

RE: How to approach issue with client.

therainyj — Tue, 28 Apr 2015 11:11:37 GMT

Hi Suz,

I guess my approach would be to bear in mind that the precautions you are taking are for the puppy's sake. Apologise for the inconvenience and explain how POM works, and remember that you're doing the right and professional thing. I am sure she would be a lot more angry if you had gone ahead and dispensed it, and something terrible happened! Not to mention how much trouble you would get into, too. Oh and maybe use 'miscommunication' rather than accusing her of lying ;)

As long as you are firm but friendly in consult I am sure she will see sense. It won't take long for the air to clear outside of work as long as you keep smiling!

Good luck, I'm sure it will be fine :)