OK, I will be forthright. The kind, friendly, sometimes elderly patrons I have---get the extra special treatment. The rude, cranky complainers (about every little thing) get the "by-the book" treatment--no more, NO LESS. I really need to qualify, because we have "rules" to follow and it is our job on the line; regarding safety and infractions. The extra special revolves around a personal courtesy, kind comments, an observation----never monetary favors, unethical behaviors, or outside the scope of employment. Postal carriers have noticed/observed changes in daily environment that have saved lives, prevented thefts, and possibly animal cruelty/neglect.

A co-worker friend of mine, spent many years self-employed in a few business ventures, and one of which was a long-standing, successful car repair business (he is significantly older & gave it up for health insurance and benefits). Anyways, one statement that he made to me "rings true" and to paraphrase: "it takes an element of familiarity and trust to fool or put the screws to a customer/client----one is normally and naturally "on guard" dealing with a stranger or business unknown to them".

It takes a very special person to be on the "front line" ; perhaps one that is able to pick up on subtle perceptions of a wide and varied group of personalities.

For instance, the long-time receptionist "Cindy" at Edgefield Veterinary Hospital, Hampstead, NH could very easily tell you how stressed I would be over my multiple pets illnesses or surgeries----literally flying to the office for pickup within 10 minutes of notification. Asking if any unexpected complications occured or discoveries made. She also could tell you (and the rest of the staff could also) that I was experiencing the enormous stress of an elderly parent diagnosed with stage 111B cancer five years ago and younger sister with advanced disease illness----yet the clinic I presently go to, never heard a word from me until shortly before the impending death of BOTH my parent and dog.

There were visits & hospitilizations that couldn't have been more stressfully timed---running from one to the other. And surely, my behavior or statements reflected my turmoil.

And on the flip side, in my advancing age, I have become more aware of people's behaviors, particularly those close to my age, sandwiched between the stress of generation's problems on either side; and coping with their own "menopause".

I placed one of my puppies (years ago & long deceased) with a really nice family. But the wife often used the cringing statement "he's JUST a dog"----well, he wasn't treated or remembered as "just a dog" despite their "proclamations".

Okay...this is the ONE thing I WILL NOT tolerate. I have, will again and always will complain about the gorgons at the front desk if I have a problem.
I don't complain about the wait, I don't complain about being put on hold, and it is rare thing for me to complain about the bill. BUT if (and there are only 2 that will ) they question my desire to see a specific vet, come in on an emergency, or are snotty...forget it, all game. I spend a lot of money at my vet..on average about $4000.00/year Many years quite a bit more and I will not tolerate bitchy receptionists.

As a veterinary receptionist / veterinary technician, THANK YOU for posting this. Our doctors do indeed leave it up to us to catch all charges. If it's a client we "know" we will overlook missed charges. Also, we have a 10% senior discount but don't advertise it. If it's a client we like or they seem to really care about their animal, we'll put it on there!

To you people that think the doctors are running the show....WRONG! It's the front desk that have their finger on the pulse of the whole practice. They know which doctor is best with which animals, which doctor is in a good mood, which doctor WILL return your call and which will not. You'd be surprised at how the vets are behind closed doors.

BE NICE TO THE FRONT DESK!!! PLEASE!!!!!!

So exactly how does this help my pet...or my cranky neighbor's pet?

I have no problems whatsoever with my vets and their staff. I always keep my appointments -- I never have to wait for more than 5 minutes, and when my little rat had to get her toe amputated i was only charged an office visit, I always get a call back or get put straight on with a vet. I know my animals are in excellent hands when I leave them there and vet staff knows that they're in excellent hands whenever I get them back.

Everyone: So sorry I left out that last sentence on the post until now... Bad blogger!! (last minute Mother's Day shopping got to me, I guess).

As the mom to a pit bull who can get WAY too excited about other dogs, cats, anything that moves - I appreciate the front staff at my vet hospital. They all know Ruby by name, are great about getting us into an empty room as soon as they can, and complement her when she keeps her cool around other dogs. I called her a brat once when they had four vet techs laying on top of her and got ONE nailed trimmed - I was firmly chastised, and told "Ruby is not a brat - just very excited!" She can be a brat about nail trims (months of CC & DS, and her dad can now trim them at home), but I loved that the staff defended her honor. I am always patient and grateful to the front house staff, and they have always helped me out in return - fast prescription refills, changing pill size to get me a better price, etc. They often forget my name, but as long as they know Ruby's, it doesn't bother me in the least. =) I'm okay with "Ruby's mom."

I am a long time client of a vet that I love and respect. I always gave all of the office staff the respect they deserved for doing a difficult job, I never complained about hour + waits, or my bills, or the cost of vet care. I used to have respect for them as well until I brought my elderly dog in on an emergency basis early one morning. His gums were deathly pale and he would not get up. I explained this to the receptionist and asked her to please get the vet. She said I would have to wait until they finished checking in the dogs already there (many for elective procedures). I begged, I pleaded, I never lost my temper, I was never rude. Finally I broke down into tears in the middle of the waiting room wailing "My dog is dying!!!" My vet, who heard this came out to my truck immediately and carried my old boy in. Despite his best effort, my sweet old boy was euthanized later that day. While I can appriciate that the people that do this job have a very difficult time with some clients, there are also those who treat their job as a power trip.