chocolate bag addict
- Jul 25, 2008
I work in an office where we book appointments every 20 minutes. This one particular women consistently shows up 30 to 40 minutes late for her appointments (despite reminder calls) and then expects to be seen immediately and have other clients (who are on time) wait. She never calls to warn of lateness or to ask if it is a problem. This has been ongoing for nearly a year. Most recently, 45 minutes late, she made the biggest stink in a waiting room full of people after being told that 1) she would have to wait until our other scheduled appointments were taken care of out of courtesy for their being on time, or 2) if that was unacceptable, she could reschedule for later in the afternoon or the next day (times typically reserved for emergencies). This was literally a 55ish year-old woman throwing a tantrum in front of other adults to the point where it was necessary to escort her into an appointment room to keep her under control (where, of course, we saw her right away in order to vacate the room for other appointments). How do you reason with someone like this? I'm at a loss! I feel like if you've already missed your appointment by 3/4 of an hour, we are being more than accommodating by fitting you in after scheduled hours and by not charging a missed appointment fee for wasting our time which could have been spent with another client. Does anyone have any experience in this arena?