I'm sorry for your loss.
I think you should take a few days to collect your emotions and gather information and write a very direct letter.
This is obviously a case of not only an upset individual over the loss of the dog but moreso coupled with a classic case of lack of office management.
You should write down the dates of visist and the reasons you are upset what happenet each visit leave out your emotions until the ned.
Just note on (example) 12-2-11 we came in for a 3:45 apt. waited a reasonable 5 minutes to check in and then while checking out were left standing at the desk another 5 minutes while I was completely ignored and then told by the receptionist"..." I find this attitutde highly unprofeswsional and think you should be aware of this issue in your offie
I'd write the letter to all owners of the practice since this effects all of them there after you note the examples or incidents especially the constant misscommunitcation over the phone etc...
At the end I'd say "after talking with multiple people in the community about these instances I was assured my displeasure with your office's service wasn't just me but other's said how they would not be interested your practice if they had been treated this way because it is unacceptable."
Just don't mention the specific community is YT...
I'd not go too into how you feel about the loss of Hope it will detract but I might say something like how in such an emotional time the last thing someone needs is to have a bad experience with office staff acting unprofessional and the office management being so lackign in effiency also make me rethink the aspect of the veterinary care received there as well.
Sometimes a letter really is sucessful-you just might want to tgive ourself the time to put it together in a way that will bennefit the future relationship there. I'm thinking with your persona I see here you'd much rather see they have a positive change than to just rant to them. |