I AM APPALLED, FRUSTRATED AND SHOCKED ON HOW I WAS TREATED TODAY.
A little background: i have been bringing my dogs to Kyle vet for 15 years. NEVER, NEVER have i ever had a problem. I have spent $$$$$$$ to care for my dogs. ($3-5,000 yr} I don't even question any care that they recommend.
1- Each year I bring the employees 2 cakes so they can celebrate my dog's birthday with him. GREAT RELATIONSHIP.
2- I have brought in homemade cookies, candy etc for the holidays. One year, I brought in personalized coffee mugs for everyone. A thanks for the care and love shown to Milton
3- I have recommended Kyle Vet to everyone that I can. My neighbors, my best friend, my business customers etc etc.
3- I was BLOWN AWAY by how they treated a dog i had 10 years ago. Duke had a heart attack at the Vet office and one of the nurses actually gave my dog mouth-to-mouth until we could get to the hospital across the street. OUTSTANDING!
4- I was recently diagnosed with stage 4 cancer. i was scared and concerned about my current dog. DR KYLE..........DR KYLE immediately set me at ease. She said she would personally find a home for him even if she had to take him.
THIS IS THE WAY TO BE TREATED. DR KYLE AND HER TEAM CARED!!!! A PERSONAL RELATIONSHIP!!!
TODAY....... I had Chemo treatments this morning. I thought I would drop Milton off to have some fun. Dropped him off, said Thank you and advised them I would be back at 12-12:30pm. They texted and said he needed his Bordetella shot. No problem let's get it done.
I show up at 12:10 pm.
1- The building is locked. I looked around ..no clue. I finally saw a 3inch by 5-6inch note on the entry door. When I arrived at 8:30am I had my dog in hand, and at the same time, I am helping another lady open the door because she had a bigger dog and she was trying to handle him. NO ONE SAID A THING WHEN I DROPPED HIM OFF......even though I said I would be back at noon.
2 - I called ....no answer. I texted the same person who texted me to get approval for his Bordetella shot. no response. They don't have a problem when they want my $$$$$$$, but now I get no communication.
3- I finally decided to walk around to the side door. Someone did answer the door, and I stated I just want my dog. I am not driving 20-25 minutes north just to turn around and drive 20-25 minutes back. I was not happy and just wanted to rest.
4- As the one employee went to get Milton another employee decided to get involved. I was not having it. i am frustrated and really just want to go home and rest. CHEMO will kick your A--!
Her comment to me was ..........FIND ANOTHER VET. DID I REALLY JUST HEAR THAT......FIND ANOTHER VET. WOW. I CAN GUARANTEE SHE DID NOT HAVE ANY PERSONAL INVESTMENT IN THE BUSINESS. SHE SURE THOUGHT SHE COULD MAKE DECISIONS THAT AFFECTED ME, MY DOG AND THE OWNER OF THE BUSINESS. SHE NEEDS TO FIND ANOTHER JOB IF SHE CAN'T HANDLE IT.
5- For 40 years I was a supervisor for Bridgestone/Firestone. I was responsible for one location and then for 32 locations and finally ended up as a Zone Controller that managed 286 locations. Here is the simple, proper, CARING way to handle the situation. 1- Put a larger sign on both front doors. At least an 8x11 inch. Not black and white writing. Make it stand out. This sign should go on entry and exit doors. 2- Every customer that comes in, or even calls on the phone, needs to be reminded that "we will be closed from noon to 1pm today for a special meeting". Again, every customer. 3- Even though you are closed, one employee should be assigned to watch the front office in case of a customer that needs help. REGULAR CARE OR EMERGANCY CARE. This is the way I was taught early in my career, and I followed it for the next 40 years. NO EMPLOYEE MEETING IS MORE IMPORTANT THAN THE CUSTOMER. One person can miss that meeting. They can be caught up after the meeting.
FINALLY.... this location changed management as of Jan 1. (I believe Dr Kyle retired 12/31). I was extremely frustrated this morning. Anyone that has gone through Cancer treatments understands that once the session is done, all you want to do is go home and sleep. There were many steps that could have been done to eliminate the situation.
I now have a decision........ do I listen to an employee that 1- doesn't care, 2-doesn't know how to handle a frustrating situation, 3- makes decisions that affect many people with no $$$$ invested in the business OR do I forget the situation and continue to bring Milton to the same place that he/I are comfortable with?? Have I been blind in the past? Have I been fooled? It is SAD that i should even have to entertain this thought.
By the way, someone just emailed me a copy of Milton's records. What I find VERY INTERESTING is that they did not leave any name or who it was sent from. To me that is a coward move. read more
