I have been here for a few times with my family and have been quite happy with the place and intended to be there for years (I just moved to Manotick under 2 years ago). A recent incident has forced us to all to find a new dentist, so I'd like to share this story.
There's lots to say, but in a nutshell I got a call at 3:28 saying I was late for a 3:15 appointment (which I understood to be for 3:30 and I live literally 3 minutes away). Thinking I may have made a mistake with the time, I appologized and told her I would be there within 5 minutes. Annoyed, she suggested I couldn't be a second more. She was rude with me on my arrival with my daughter at 3:34 and continued to treat me like garbage when I tried to explain myself. I was simply trying to explain that I was expecting a call but realized that now that the lockdown was off just a few days ago that maybe they weren't doing calls any more. She kept interrupting me as I tried to make this very simple statement and insisted that she called and finally had to reveal the fact that the appointment was for 3:30, not 3:15. It's only after being cornered on her flawed logic that she revealed that she was wrong, then appologized. This is why she was trying to avoid the conversation altogether, to cover up the lie that she seemed to be releshing in, 'dealing with yet another late patient with lame excuses'. When I made it clear that my daughter wouldn't proceed with the appointment and I was prepared to pay a cancellation fee if they required it, she said in a passive agressive tone that there would be no fee required and that she didn't understand why I wouldn't proceed with the appointment.
If you make a mistake, admit it up front and appologize for any inconvenience. Don't try to hide behind that fact as you relish in your customer's discomfort with the situation, noone deserves to be treated in this way. Furthermore, don't stereotype your customers, treat them as individuals and give them the benefit of the doubt. The fact that I was treated as if I was severely inconveniencing someone for being a mere 4 minutes late for an appointment when I have been early for the past ~6 appointments is a pretty awful experience. Quite inconvenient too... Now I have to book more time off of work and book an appointment for my daughter elsewhere. What a waste of time...
Tuesday, March 2, 2021 read more