Facing the Repercussions

To really understand this post in context, you’ll need to understand the backstory. If you haven’t already read the predecessor to this entry, I highly recommend it.

In order to make an employee’s last two weeks a “living hell,” Dr. Cray gave the office staff and myself her decree to engage in work-place warfare. My last post left off at a pivotal moment. I accepted the reality of the work-place situation and the brutal truth about my boss’s nature. Then, I did the thing I should have done months ago. I spoke up. I refuse to make someone’s life a living hell. And from that point on, the work-place is becoming my living a hell.


My Redefined Role and Responsibilities

Everything but a Veterinarian

Unable to hire new employees, the office was severely understaffed. Now, instead of seeing appointments in the afternoons, I was assigned to the front desk as a receptionist. This is when I began to struggle, both personally and professionally. And the troubles didn’t stay at work. With only two other employees, Dr. Cray’s started singling me out. She became uncharacteristically kind to the other two office personell, bringing them gifts each morning and asking about their weekend. When she turned to face me, she snap at me to go clean her instrument tray from the ER last night or go count the vaccines in her truck. Everything became a test or barrage of rapid-firing questions (to which some of the questions were about patients I never saw, prescriptions I was never involved in, or billing accounts that were from 5 years ago). She seemed content if I did not know an answer, and became vicious when I did. She took to devaluing me in front of clients and other employees.

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Within a couple weeks, she allowed me to see appointments only 1 day a week. When clients requested appointments with me, she told the office to tell them I wasn’t available…little by little, I watched the only benefit to my job dissipate. Veterinary experience, the only thing worth staying for, was slowly replaced by my new duties which included:

  • Restocking supplies, tracking orders,
  • Create and maintain inventory system
  • Truck inventory, maintenance
  • Manage all social media accounts
  • IT for all office equipment (phones, computer, scanners, fax, internet)
  • Invoicing
  • Equipment maintenance
  • Barn tasks (feeding, stall cleaning, turn-out)
  • Yard upkeep

Veterinarian turned Receptionist turned Detective

All those hours I put in at the front desk paid off. In an attempt to fully analyze the situation, and come up with a plan…I started gathering intel. When the UPS guy saw me up front, he said he wouldn’t bother learning anyone’s name because no one sticks around long enough for it to be worthwhile. Thanks to the UPS guy, I started looking for more information about the previous associates. I remembered she didn’t order me business cards for the first 2 months in case I was going to quit. She said she’d spent too much money on wasted cards. After looking into the business card order history, what I found was startling.

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Over the past 10 years, 9 associates were hired, and of the nine associates not a single one worked for Dr. Cray longer than a month. No surprise there! I also had mixed emotions about what this said about me. Obviously someone with a healthy amount of self respect would not put up with or stay in this type of environment. I don’t like to quit, and I will endure, endure, endure. Although I gave myself credit for getting through the last four months, I also had to change my way of thinking. I’m not here to endure. My goal and aspirations are not to endure life, endure each day. What is the sense in being in the profession I love, if every day I dread and resent going to work? I suffer, my relationships suffer, and it doesn’t do the profession any good.


If someone doesn’t know whats wrong, how can they fix it? I’m a believer in that concept, and I had been silent for too long. If we were going to make this work, we were going to have to make some changes. It was time to sit down and have a chat with Dr. Cray. I worked the meeting into our schedules, and gave her a heads up that there were some items I wanted to discuss with her.

And in 2 days, that’s exactly what we’ll do.

#veterinarian #vet #vetmed #vetlife #equine #horse #equinevet #ambulatory #mobilevet #veterinarypractice #dayinthelife #doctor #profession #equineveterinarian

VET LIFE STEP BY STEP – HOW TO LOSE A CLIENT

I unintentionally discovered one method for ensuring you will not have repeat business from a client. And for the sake of showing my humility, while sharing my mishaps, I created a simple step-by-step guide on how to lose a client.


HOW TO LOSE A CLIENT IN 5 SIMPLE STEPS

1. Ask client if they would be willing to move their appointment up to an earlier time, preferably if it will involve them rushing or canceling previously made plans. Schedule them for this earlier appointment time.

2. Show up 1 hour late.

3. Promise you can accomplish all the appointment goals by a particular time.

4. While they are helping hold your patient in preparation for a dental float, spray them directly in the face using a dosing syringe full of dirty water from the horse’s water bucket.

5. Finish the appointment 30 minutes later than you promised so that it interferes with the plans they had to rearrange in order to meet you at the time you requested.

 


When my boss couldn’t make it to her appointment at a nearby barn, I offered to step in and help carry some of the appointment load. Not only was this my first time meeting the client, but it was also the same barn that I had visited earlier in the morning for an emergency colic appointment. This client had one horse scheduled for a dental and two horses scheduled for vaccines. Having been on emergency calls all night, and reporting to the Colic first thing in the morning, I never had time to get vaccines. When I agreed to take the appointment (Since I was already at the barn), I also realized I was out of tetanus, West Nile and flu/rhino vaccines. While my office staff arranged for the client to come to the barn at 11 am instead of 2pm, I embarked on what I thought was going to be a quick trip to the office for more vaccines. But phone calls, questions, client drop-in and various other events resulted in my taking an hour longer than I had hoped.

By the time I showed up at 12pm, the client had already called my boss to see what the deal was. She let me know what her wait time had been, and I apologized profusely. With a riding lesson scheduled at 1, she was skeptical I could get everything done in an hour. Determined to regain her trust and confidence, I promised I’d have it done.

I set up my dental equipment, vaccinated the horses and got ready to sedate the gelding for his dental. “Oh yeah, he doesn’t sedate well just so you know. He’ll look like he’s about to fall over asleep, but as soon as you start working on him he’s wide awake.” Let’s just say she knew exactly what she was talking about. And after I felt confident in his sedation level, I filled a large dosing syringe full of water from his dirty bucket. I put the tip of the syringe in his mouth, and as I shoved with all my might on the plunger…he almost reared up. It was perfectly coordinated and timed, and instead of the water going into his mouth…the water shot full-force straight into the client’s face.

Basically, she got a power-wash to the face and was soaked. She did not laugh. She looked absolutely pissed and annoyed. I told her I was mortified, and that I was sorry. To which she responded, “I’ve had much dirtier and nastier things on my face.” I laughed, and went to work.

What would’ve normally been a 15 minute dental float was a 45 minute struggle between a horse’s buckling knees and his frantic swinging head. By the time I was done, the client had her own client waiting to begin the riding lesson. Embarassed, mortified and disappointed by the multi-modal failure, I left one more apology with her before I drove off to the next appointment.

As soon as a left the barn driveway, I was dialing the office to give them the step-by-step account, and share my new found method to ensure that I’ll never be the vet she requests to work on her animals. We all had a good laugh before the office manager said, “Well, I doubt it cost us any money. She’s had an outstanding balance of over 3 grand for the past couple years and refuses to put a dime toward it.” She paused. “Maybe after spaying her point blank in the face, she’ll get the hint that we kinda want to be paid for our previous services.”

Despite her account delinquency and bad attitude in general, I still felt horribly unprofessional and foolish…though after talking with the Office manager, I felt a little less guilty.
#veterianrian #vet #vetmed #vetlife #equine #horse #equinevet #ambulatory #mobilevet #veterinarypractice #dayinthelife #doctor #profession #equineveterinarian