Having felt the slight beginning of a toothache the week before the long weekend, I recall thinking that I really hope it doesn't flare up over the five-day weekend. Well, you've guessed it!
The situation was both dire and painful and there was absolutely nothing I could do except sit it out. Which is why I welcomed the dawn on Monday (day four) when I finally found a dentist who would open their doors for me.
Inspired by this temporary success and progress, newly armed with a referral letter for further prodding and poking, I exited the dentist's office and set about finding a maxillo-facial practice that could accommodate my immediate need. As I was still in pain and the dentist could not solve my problem.
With no less than nine potential specialists to phone, I set about my task determined to solve the problem right there and then. This was not to be!
Other receptionists had bluntly told me "No, there are absolutely no appointments available for the next two months" or "Gosh no dearie, Dr is simply too busy to see you at the moment." A third suggested that I was exaggerating the pain as after all they deal with cases much more severe than broken wisdom teeth. Without fail they brushed me off, rather arrogantly and patronisingly if I may add.
At this point I truly had a mixed bag of emotions. Frustration at the off-hand manner in which I was being treated, after all I was in pain. Irritation at the lack of foresight that books a specialist to 100% capacity four months in advance and doesn't allow for emergencies, after all I was in pain. Amusement at the lack of business skills and etiquette these receptionists were exhibiting, simply because this is my field of interest and being on the receiving end of what we would laugh at in a Staff Training training session was too much not to be amused (and simultaneously somewhat perplexed) by.
Enter Arlene. What struck me about Arlene is that she listened, she empathised and she asked the right questions. Quietly she asked me how flexible I would be if an appointment was to become available. Broadly she gave me the process and the possible costs at each step.
Then she said: "I will definitely see what I can do for you. Let me phone today and tomorrow's patients and ask the doctor if he would work a bit into his lunchtime, I will get back to you."
And she did, and here I am. And that is why Dr Sarvan earned R4752-60 from me with 30 minutes notice. And that is why I hope he gives Arlene a performance bonus, as she is definitely playing a large role in the success of his practice.
Luckily for you receptionists like this aren't born, they're trained. Invest in training for your receptionist and turn your organisation into one worth writing about, just like the one above.
Contact Staff Training to enquire about any of our +30 short training courses (or see what courses are coming up in Johannesburg this month).