Complaining in the modern age

RE: Complaining in the modern age

J G Wray — Wed, 03 May 2017 19:17:15 GMT

[quote user="George Cooper"]And as you know Aarlooo, if I was to be sharp there would be zero doubt about it.[/quote]

George, shame on you. Remember what McGradgrind, your old English teacher taught you - how to use the subjunctive as in "if I were to be sharp etc" No need to get sloppy just because you work in Wales

RE: Complaining in the modern age

Niall Taylor — Wed, 03 May 2017 17:48:24 GMT

[quote user="David Mills"]Why not grow some and do.it direct? [/quote]

do it direct.

Niall

RE: Complaining in the modern age

George Cooper — Wed, 03 May 2017 17:46:08 GMT

[quote user="Arlo Guthrie"]

Joking aside ...

[quote user="Neil Wheadon"]profanity has no part on any forum[/quote]

I agree, although there are degrees (I wouldn't begrudge anyone the odd 'bloody') and context matters too (directed at an inanimate object is less objectionable than at another member).

I think you're right, George Cooper should have got (gets) a yellow card, because yes, should have used a smiley if that was the sentiment behind the comment.

[/quote]

Don't use "Smileys", sorry Boss, and this poster seeks a recount because he considers "Smileys to be juvenile (!!!). As you yourself, His Eminence the modulating one, said "Look at the exclamation marks!" And as you know Aarlooo, if I was to be sharp there would be zero doubt about it.

RE: Complaining in the modern age

J G Wray — Wed, 03 May 2017 17:21:21 GMT

[quote user="Arlo Guthrie"]

Joking aside ...

[quote user="Neil Wheadon"]profanity has no part on any forum[/quote]

I agree, although there are degrees (I wouldn't begrudge anyone the odd 'bloody') and context matters too (directed at an inanimate object is less objectionable than at another member).

[/quote]

Ahem, I have to put my hand up for this:

[quote user="J G Wray"]

[quote user="bob lehner"]Blimey Dr Wray I fink yore staff should get more edjerkated, innit?[/quote]

Polite Glaswegian: PhucQue Aaaaahff

[/quote]

But, but two people apparently liked the joke, one of them was Dr Chambers and the other was an American folk singer.

RE: Complaining in the modern age

Neil Wheadon — Wed, 03 May 2017 15:04:35 GMT

[quote user="Arlo Guthrie"]I wouldn't begrudge anyone the odd 'bloody'[/quote]

Well it seems OK for Mrs May.........

http://www.bbc.co.uk/news/uk-politics-39784170

Neil

RE: Complaining in the modern age

Arlo Guthrie — Wed, 03 May 2017 14:55:18 GMT

Joking aside ...

[quote user="Neil Wheadon"]profanity has no part on any forum[/quote]

I agree, although there are degrees (I wouldn't begrudge anyone the odd 'bloody') and context matters too (directed at an inanimate object is less objectionable than at another member).

I think you're right, George Cooper should have got (gets) a yellow card, because yes, should have used a smiley if that was the sentiment behind the comment.

RE: Complaining in the modern age

Arlo Guthrie — Wed, 03 May 2017 14:42:10 GMT

[quote user="Neil Wheadon"]Because I disagree with your analysis[/quote]

Me too.

RE: Complaining in the modern age

Neil Wheadon — Wed, 03 May 2017 14:11:55 GMT

and for George? (on the seriousness of the profession thread)

Because I disagree with your analysis, profanity has no part on any forum and no I didn't think exclamation marks softened it, that's what the 'smileys' are for.

Neil

RE: Complaining in the modern age

Arlo Guthrie — Wed, 03 May 2017 13:32:34 GMT

grumpyoldman

Robin Grimmer - nobody got suspended without warning!

RE: Complaining in the modern age

Robin Grimmer — Wed, 03 May 2017 11:02:31 GMT

[quote user="Martin Atkinson"]

[quote user="Arlo Guthrie"]In the interests of transparency, I've deleted half a dozen posts after one of JGW's 'holier-than-thou' digs at Grumpyoldman triggered a reply that should really have been in the profanity filter on the site.[/quote]Spoilsport Arlo. I've only just come to this thread and missed out on the fun!

[/quote]

It was quite strong! So, what will the punishment be Arlo Guthrie?

I seem to remember JGW was suspended for far less.

RE: Complaining in the modern age

Martin Atkinson — Wed, 03 May 2017 09:55:28 GMT

RE: Complaining in the modern age

Arlo Guthrie — Wed, 03 May 2017 09:03:31 GMT

[quote user="J G Wray"]Oh 'ello, I wasn't complaining, was I?[/quote] Nor was he (I read it as just one of his typically dry and wry observations).

RE: Complaining in the modern age

J G Wray — Wed, 03 May 2017 08:32:50 GMT

[quote user="Arlo Guthrie"]J G Wray if you're going to go round poking people with a stick, you can't be altogether surprised if one of them ends up breaking your arms.[/quote]

Oh 'ello, I wasn't complaining, was I?

RE: Complaining in the modern age

Arlo Guthrie — Wed, 03 May 2017 07:16:41 GMT

Morning all,

In the interests of transparency, I've deleted half a dozen posts after one of JGW's 'holier-than-thou' digs at Grumpyoldman triggered a reply that should really have been in the profanity filter on the site.

grumpyoldman - whatever the provocation, that was always going to get deleted. J G Wray if you're going to go round poking people with a stick, you can't be altogether surprised if one of them ends up breaking your arms.

RE: Complaining in the modern age

Clare Tapsfield-Wright — Tue, 02 May 2017 21:40:29 GMT

Bullocks hug = bollocking , damn you predictive text but in this case strangely appropriate

RE: Complaining in the modern age

grumpyoldman — Tue, 02 May 2017 15:03:19 GMT

[quote user="Clive Ansell"]

[quote user="Clare Tapsfield-Wright"]she cannot have phoned in advance which is odd and she was rewarded for Bullock's hug the nurse with the fee being waived. I can see why you felt it necessary but it's a good illustration of rewarding unreasonable behaviour. Shame for the first client who had to pay full whack [/quote]

I was thinking along the same line. Unless the surgery routinely runs open surgeries, I would be saying "consultations are by appointment only (except a genuine emergency of course), would you like to book the next available one? the fee to see a veterinary surgeon on bank holiday is £x"

[/quote]

Your both absolutely right the answerphone message clearly says the practice is closed and in an emergency press one. Many clients just assume we are going to be open because petsathome etc are open. It was unfortunate for the nice normal paying client. I just wanted to quickly diffuse the situation and get rid of her in order to get on with the mornings surgical cases and then go home. Interestingly the emergency blepharitis was a long standing imperforate nasolacrimal duct that, it turned out, had been causing a problem for quite some time.

Your always looking over your shoulder now trying extra hard not to upset anyone just in case a poisoned pen letter to horse ferry road gets you into 3 months of crap over being "not noel".

RE: Complaining in the modern age

Clive Ansell — Tue, 02 May 2017 11:23:12 GMT

RE: Complaining in the modern age

Clare Tapsfield-Wright — Tue, 02 May 2017 10:11:40 GMT

[quote user="grumpyoldman"]

You do feel that sometimes our culture of appeasement encourages the worst some people . This morning I was seeing a cat with a corneal injury , the waiting room door was open , a second client came in ,a bedlington terrier with a mucopurrulent blepharitis, nothing serious . The nurse informed the client it was 00H emergencies only. The client they gave her an almighty bollocking for not posting this on Facebook ,websites etc. Would i see the dog at normal fee rates because of their wasted trip ?etc . I looked at the dog with the slit lamp performed a jones test and booked it in for nasolacrimal investigations tomorrow. I informed the client that the nurse who normally does the FB page was on holiday in Orlando she was celebrating working here for 20years and it was also her 40th birthday ,I guessed that this particular bank holiday was one that got away in all the excitement. As they were both off on this bank holiday I was sure that they would appreciate how important it was that our employees were also allowed to spend their holidays in the company of their partners/families whenever possible. As I was there anyway and the door was open and no notice had been placed anywhere we would on this occasion waive the OOH charge. She did then apologise to the nurse.

[/quote] she cannot have phoned in advance which is odd and she was rewarded for Bullock's hug the nurse with the fee being waived. I can see why you felt it necessary but it's a good illustration of rewarding unreasonable behaviour. Shame for the first client who had to pay full whack

RE: Complaining in the modern age

Arlo Guthrie — Tue, 02 May 2017 09:38:27 GMT

[quote user="Dagmar Steele"]They hung up on me repeatedly on the telephone and didn't answer my emails or letters.[/quote]

[quote user="Clive Ansell"]I will do if I receive particularly bad service which I cannot resolve through reasonable dialogue[/quote]

[quote user="Kate Richardson"]But I would post a negative review if I had received exceptionally bad service.[/quote]

Interesting, and adding them to my own experience, I'd say the factors that lead to or predispose towards a negative public review are:

A notably bad product or service.
Poor or non-existent offline relationship between company and customer (you're far less likely to complain so publicly about someone you know or like).
Frustration at being unable to resolve the issue through normal means. A perception of 'not being heard or listened to'
A desire to warn others.
A belief that posting publicly will likely cause the recipient to do something about it.
The ease with which it is possible to complain publicly these days.

[quote user="David Mills"]Complaining via social media is a coward's game. Why not grow some and do.it direct? [/quote]

Disagree. As often as not, it may be motivated by 3/4/5, rather than a fear of complaining direct.

[quote user="J G Wray"][quote user="Arlo Guthrie"]

From time to time, there are stories of clients complaining on practice Facebook pages.

But have any of you ever felt the need to complain online or post a negative review?

[/quote]Does vetsurgeon.org count?[/quote]

That made me stop and think. I ask myself, J G Wray, do points 1-6 broadly define your perception of and relationship with the RCVS?

RE: Complaining in the modern age

J G Wray — Mon, 01 May 2017 14:19:09 GMT

[quote user="grumpyoldman"]You do feel that sometimes our culture of appeasement encourages the worst some people . This morning I was seeing a cat with a corneal injury , the waiting room door was open , a second client came in ,a bedlington terrier with a mucopurrulent blepharitis, nothing serious . The nurse informed the client it was 00H emergencies only. The client they gave her an almighty bollocking for not posting this on Facebook ,websites etc. Would i see the dog at normal fee rates because of their wasted trip ?etc . I looked at the dog with the slit lamp performed a jones test and booked it in for nasolacrimal investigations tomorrow. I informed the client that the nurse who normally does the FB page was on holiday in Orlando she was celebrating working here for 20years and it was also her 40th birthday ,I guessed that this particular bank holiday was one that got away in all the excitement. As they were both off on this bank holiday I was sure that they would appreciate how important it was that our employees were also allowed to spend their holidays in the company of their partners/families whenever possible. As I was there anyway and the door was open and no notice had been placed anywhere we would on this occasion waive the OOH charge. She did then apologise to the nurse. [/quote]

[yawn] We avoid this by farming out our OOH

RE: Complaining in the modern age

grumpyoldman — Mon, 01 May 2017 10:36:22 GMT

RE: Complaining in the modern age

J G Wray — Mon, 01 May 2017 00:05:53 GMT

[quote user="Rachel Brown "]

[quote user="J G Wray"]

[quote user="Rachel Brown "]Seriously! You pick up on an autocorrect/spelling mistake I made using my phone and make it into a post.[/quote]

Are you complaining?

[/quote]

Not complaining just expressing my incredulity

[/quote]

[sigh] never mind. When you've got a mo' check out irony

RE: Complaining in the modern age

Rachel Brown — Sun, 30 Apr 2017 20:42:41 GMT

[quote user="J G Wray"]

[quote user="Rachel Brown "]Seriously! You pick up on an autocorrect/spelling mistake I made using my phone and make it into a post.[/quote]

Are you complaining?

[/quote]

Not complaining just expressing my incredulity

RE: Complaining in the modern age

Neil Wheadon — Sun, 30 Apr 2017 18:58:07 GMT

The yoghurt story is a case in point where social media influences. I've treated several rabbits up to 9 months after they've been bought from Pets at Home at their expense for issues which are husbandry problems simply because they don't want adverse publicity

Neil

PS I will say that the stores (at least 4) I have worked in , look after their animals really well. There you go public praise

RE: Complaining in the modern age

David Mills — Sun, 30 Apr 2017 17:38:12 GMT

[quote user="J G Wray"]

[quote user="Rachel Brown "]Seriously! You pick up on an autocorrect/spelling mistake I made using my phone and make it into a post.[/quote]

Are you complaining?

[/quote]

I was, bitterly and self-righteously.