Okay, so we all have "THAT" patient, and this one is beginning to take the cake, the pie, and the fried chicken and I'm about to blow off at her.
She believes that when she walks in that I should drop everything I am doing and everyone I am helping and all 4 doctors should come out front and do everything to please her needs. I have on multiple occasions bent over backwards and twisted my body to do everything I can to ensure she got what she needed. Granted, yes, her last pair of glasses was in the black hole of Murphy's Law, everything that could go wrong, did go wrong and not to mention that she was a non adapt to 3 different PAL's and then having to make Bifocals 4 times just to make her happy. I even went as far as personally making trips to the lab during our office lunches just to ensure I could get her glasses to and from the lab on the days she demanded.
Last week she broke her glasses, came in and I made a temporary repair for her. As then she asks "Do you have a frame that you can swap them into" .... "uh, no mam, this is not a frame that I carry, and if memory serves me right you got these from LC several years ago that you told me" .... "Well can't you just put them into another frame?" .... "not without having to edge down your lenses into a smaller frame" .... "I don't understand, why can't you just put them in this frame?" ..... This continued on for about 30 minutes until she had to leave for a funeral.
She came back in yesterday with a drilled rimless, asking me to send it and her full metal broken frame to the lab and have them mount it into there (Which I did say could be possible). I was working with 2 patients at the time, and had another 3 waiting to be helped next. She demanded to see me right then and there, the receptionist and office manager both told her that it could be about a 30 minute to an hour wait just to get to me, she huffed and demanded to see the doctors, they were with 2 to 3 patients each at the moment and was told that they are even busier then me and no way to get them out to see her. She huffed, pitched a fit, threw both pair of glasses on the counter and told them "Well, give these to J.P. he'll know what to do, and I MUST have them back by lunch tomorrow"
She calls not even 1 1/2 hours later, I'm still busy, and demanding to know the status of her glasses..... Seriously, I haven't even had my pick up from the lab yet, and she's calling just over an hour later. This isn't Lens Crafters, I'm not going to have things done in an hour, I can not control how fast my off site lab does for for me and the other 400 accounts they have.
I get a call from the lab just before closing, they are not able to drill her lenses, they are too thin. I call her and inform her, and oh boy, here we go. I try to explain why the job can not be done and she becomes infuriated with me, that she has to drive out here time and time again to get things done, (She only lives 10 miles away, I live 3 times that distance from here), and that every time she does come out here it's a wait and hassle to get anything done from us. She then asks what can be done, I explain that the only thing that can be done is making lenses with her RX in the frame she wants to use, once she hears that she has to spend money she's infuriated. She goes through the whole "Isn't there a frame there we can use?" I tell her that it would be like finding a needle in a hay stack, but that I AM willing to spend the time, go through all 2,000 frames I have in house and see if and what I have that we could grind her lenses down into, and that I can not promise it's going to be an inexpensive frame if it does match. She still can not understand this concept and become irate with me over the phone that she had to come back out here to find a frame with me, get measurements correct, and pay for a frame all at the same time.
Seriously, I'm at my whits end with this woman, and I'm about ready to snap and be rude to an elder and just tell her to find blow joe shmoe just around the corner and see if he'll do the same things I have done and offer to do. I have to hit the Jack Daniele's hard everyday I deal with her.
Ugh, just had to get this off my chest before I see her today. Sorry for the long vent.
Do you have a patient(s) like this? How have you dealt with them?
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