Managing Sticky Situations at Work

68 Managing Sticky Situations at WorkSTICKY SITUATION #8:THE CLIENT CHEWS OUT YOUR STAFFDr. Nash runs a medium-sized veterinary clinic that specializesin small animal medicine. His receptionist, Donna, receives highpraise from his clients because she’s personable, reliable, and lovesanimals. One morning a longtime client, Mrs. Lane, presentedher dog for surgery. As was customary for a 10-year-old dog,Donna asked Mrs. Lane if she wanted to run blood work onhim before the surgery. Dr. Nash recommends this procedure forolder or at-risk animals in order to take all precautions duringsurgery. Mrs. Lane said she wanted to run the blood work andto please do whatever was necessary for her dog.That afternoon Mr. Lane came to pick up the dog. When helooked at the bill, his face turned red, and he shouted at Donna,‘‘What do you people think you’re doing charging this much for aroutine operation? I never authorized you to run all these ridiculous,add-on tests.’’Donna explained that Mrs. Lane signed the forms to run thetests. But, Mr. Lane cursed her andcalledherastupidcow,shouting, ‘‘My wife has no idea about these things. You knowyou should contact me. We’ve been coming here long enough thatany idiot, even one as dense as you, would know what to do.’’‘‘Mr. Lane, please calm down. I’m sure we can work this out,’’Donna said. Her voice broke; she was nearing tears.‘‘I don’t ever want you touching my dog again. And, I’ll bedamned if I’m going to pay this outrageous bill.’’ He stormedout the door with his dog.Later Donna reported the incident to Dr. Nash.APPLYING THE SAY IT JUST RIGHT MODELDECISION POINTSDr. Nash weighs the costs. The Lanes, with their two cats and onedog, have been good clients for the past three years. They bring theiranimals in for regular exams and purchase products from the clinic.The clinic staff like Mrs. Lane, but they all cringe when Mr. Laneappears. This isn’t the first time that he’s been angry and belligerent.Dr. Nash feels sorry for Mrs. Lane, who wants to take care of her animals.This time, however, Mr. Lane crossed the line when he became