My husband and I have been taking our three golden retrievers to this veterinary clinic since we moved to the area last March. It's a beautiful office, the vets are well qualified and the staff has almost always been courteous, professional and upbeat. That changed yesterday.
Several weeks ago we booked an appointment for annual check-ups/shots for all three dogs. We showed up for the appointment on time. The clinic was running behind considerably, by almost 30 minutes. Things happen, and docs get backed up. I understand that. A heads up call would have been nice, though.
As we were waiting in the parking lot, my husband needed to use the restroom. Most adults can hold it. He can't. He's a 3x cancer survivor (sarcoma). His chemo treatment has left him unable to hold it. After sitting in the car in anguish, he politely knocked on the clinic door fully masked, told her he was fully vaccinated and asked if he could use the restroom. The woman with the blue hair (sorry, I don't know her name) answered the door and flat out told him no.
Keep in mind that we're paying customers. Yesterday's vet visit likely would have cost us somewhere in the neighborhood of $600 based on our experience with other visits to this clinic.
So, we drove down to the nearest Port-o-John so my husband could relieve himself. Meanwhile, I called the clinic and got blue hair lady on the phone. I was calm and pointed, making it clear that we would be taking our business elsewhere because of her lack of compassion for another human being. I wanted this to be a teaching moment for her. I explained my husband's cancer situation, and she said that she would have let him use the restroom if he had told her about his illness. I was aghast that a paying customer and fellow human being was expected to bare his soul to a stranger for some basic humanity. Not sure if she knows a lot of men, but most aren't exactly the soul baring types.
Blue haired lady started to cry. She told me she was shaking. Truly, my intention wasn't to make her cry. It was to educate her on her profound ignorance and let her know she had lost a customer. I recognize that this country is a cesspool for inhumanity and narcissism right now. But, one has to wonder if they want their beloved pets being cared for by someone who displays such mean, judgmental and shortsighted behavior to another human being. I got a glimpse into who that person is, and I don't trust her to care for my pups.
The beauty of capitalism is that I can take my business somewhere else. I'll not reward rudeness with my hard-earned dollar. There are plenty of qualified vets in the world whose staffs are considerate of both people and pets.
**UPDATE** One of the docs left my husband a message. So disappointing and unproductive, claiming I "berated" her employee and hiding behind her Covid protocol. Typical clinician who hasn't a clue about how to run a customer-facing business and doesn't care about people. Why would I trust this person with my pups? Reaffirms our decision to not return to this clinic. Clearly, the management only empowers bad behavior from its employee. read more