Page 75 - Receptionist

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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