If I were Ava, the first thing I'd be doing is firing Nancy at the front desk of the Beverly Hills office. She is not only incompetent, but extremely disrespectful.
I'd like to start by saying that I've been a client of KariAnne's for 15 years. The amount of referrals and money I've brought to this practice over the years is unbelievable.
My mother has been extremely nervous about starting her Sculptra journey. After years of discussions, she finally agreed to move forward and fly into town specifically for this appointment. She had several tentative dates for flights, and I told her I would check with the office first because appointments tend to book up quickly.
I contacted the office and spoke with Nancy, who confirmed that there was availability during the dates my mother was considering. Based on that information, my mother booked her flights.
Now, five days before her appointment, I receive a call from Nancy informing me that the appointment has been canceled.
I explained that while I understand things happen, this is an out-of-town patient who booked flights specifically for this treatment based on the availability we were given. I asked if there was any way to accommodate her on one of the days she would already be in town.
Nancy was completely unaccommodating, rude, and disrespectful. Rather than trying to help find a solution, her attitude was essentially, "too bad."
I then requested a call back from KariAnne. I never received one. I called again and requested another call back. Again, no response. Nobody called me back, and nobody made any effort to accommodate us or correct a situation that was created by their office.
My family owns medical practices, and I worked in those offices for years. If we ever had to cancel an out-of-town patient's appointment because of our own scheduling error, we would do everything possible to make it right. We'd stay late, work through lunch, adjust schedules, or do whatever was necessary to accommodate that patient. We certainly wouldn't tell them they're out of luck after they've already purchased airfare based on information provided by our staff.
The lack of accountability, professionalism, and customer service is honestly shocking. After 15 years as a loyal client, this is not how I expected to be treated. Quite frankly, if I were Ava, I would be mortified that my front desk staff was single-handedly driving away long-term clients and damaging the reputation I've spent years building.
As for me, maybe I should be taking my business elsewhere. And because people trust my recommendations, I have no doubt that many of the clients I've referred over the years would follow. Losing a loyal client is unfortunate. Losing that client's referrals because of one employee's behavior is completely avoidable.
Schedule mess ups like this is Amateur, what's even more ammeter is not having the competence or class to resolve it. read more