Page 28 - Client Coordinator

CLIENT Complaints:

What You Do:
 Look at the problem from the CLIENT’S point of view first.
 Don’t take complaints personally, even if a client makes a personal comment. It’s not about
you.
 Try to handle it at your level first.
 Use good judgment and that it is within reason.
 Receptionists have full authority to discount/refund UP TO $75 if it makes sense.
o Ex: If someone picks up their pet from grooming and are not completely satisfied
with the groom:
 See if the groomer can fix the cut and make them happy NOW
 See if we did not have a clear expectation on the grooming form they
signed. Did the client fully understand before signing? If not, it is OUR
FAULT. Refund the entire groom price. Assure the client will give us
another chance.
 Did we not have them fill out the grooming form completely? If not refund
the entire groom price.
 Did we do exactly what was written and understood on the grooming form?
If we did, then there probably would not be a complaint!
 Anything OVER $75 needs to go to lead receptionist, other manager, executive, DOCTOR,
or owner.

What the Lead Receptionist Does:

 Lead receptionist has full authority to discount/refund UP TO $150 if it makes sense.
 Anything OVER $150 needs to go to Director of Medical Services or an exec….unless it’s
over $150 AND it’s obvious.
o Try everything you can to solve the problem NOW. It’s the second biggest priority
we have.
o Let client know that you will have a manager follow up with them.
 Ex: If someone declines bloodwork or a treatment service during their stay
and it accidently gets done, that’s our fault and we can do a discount for the
treatment.

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