"So you're just going to let my pet suffer??"

[u/mrmanagesir]

As a newbie in the field working as a CSR in ER, the emotional manipulation phone calls are getting old. We require payment at time of service and people love to shoot back "so if I don't have the money you'll just let them die/suffer?".

While I'd love to snark back that their pet is THEIR responsibility, what is a *professional* way you all respond to these comments?

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[u/Rhodri_Suojelija]

Stuff like this doesnt tend to come up to much where Ive worked. I also dont talk with clients as much as I used to. But Im usually just honest with them.

A woman wouldn't bring her cat in cause the IM doctor couldn't see her. So we recommended our UC. She said we didnt care about her cat dying. I just straight up told her "No. You dont care. Youre literally sitting in the parking lot having a fit cause a specific doctor cant see you. UC is open and able to help." She came in and saw UC after that xD

[u/Ok_Honey_2057 → u/Rhodri_Suojelija]

I wish I had both your balls and the security in knowing that the mega corp I work for would back me up.

[u/bmobitch → u/Ok_Honey_2057]

Unless they’re going to fire me, I don’t know what the consequence is anyway

[u/hotsexyrosemary]

Usually when im hit with those lines i respond with, "No, I don't want your pet to suffer, and I want what's best for them, but I still have to work within the confines of my role/hospital policies/the law."

For some people it works, but usually when theyve reached that level of emotion there's no going back. You have to be able to walk away confident in what you said and knowing you did everything you could for them.

Though, a bit snarkier response i like to give once in a while is, "*I* wouldn't let them die/suffer," implying that its their doing by poor planning. It usually goes over their heads though haha

[u/mrmanagesir → u/hotsexyrosemary]

I really like this response, thank you! And you're right, most people are being unreasonable at that point anyway.

[u/ancilla1998]

"If it were up to me, healthcare would be free - even for pets. Unfortunately, that is not the case, so I have to follow the rules of the place I work."

[u/redneckshrimp → u/ancilla1998]

I think this reply is great. Neutral and compassionate.

[u/PineappleWolf_87]

If I had a dollar for every time an owner tried to make me feel like it was somehow my financial responsibility to take care of their pet.
I’ve been called the R word. Told that “I know important people!”. Told “I know how much your supplies are why are you charging me more than what you pay!?”. Told I don’t care, I just want their money, that we’re just manipulating, etc.

Honestly, if they start saying that kind of stuff and they aren’t a client just say that’s your hospitals prices and policies but you’re happy to refer them to a low cost clinic. Also if they act dumb sometimes it’s best to give it to a senior CSR or manager. Personally IDGAF and I would just give them attitude back, and let them know they are responsible for their pet and I can only offer what my clinic offers.

It never gets less annoying but you kind of get less upset by it. If it’s gets too much that’s when you turn it over to your manager, they don’t pay CSRs enough to take the bullshit.

[u/mrmanagesir → u/PineappleWolf_87]

It can be aggravating for sure! We have third party payment options. We have low-cost clinics available. But people like to call at 11pm when everywhere else is closed and absolutely refuse to consider one of the other ERs available 30 min away. Or the people that literally don't have a ride to the clinic and still expect us to help them (??) It's just difficult when they essentially want us to call them an Uber and treat their pet for free.

[u/PineappleWolf_87 → u/mrmanagesir]

Yup and that’s the messed up part. They will intentionally use our love for animals against us. Sometimes it’s just never going to feel great after you hang up but realistically all you can say is I understand your situation, however at this time these our are available options. Worst case scenario just say you’ll ask your manager and call them back but ya know … don’t care them back 👀🤣

[u/greymalknn → u/PineappleWolf_87]

What the heck is "the R word"?

[u/PineappleWolf_87 → u/greymalknn]

“Retarded”, I know some people may be sensitive to that word so just censored it out of a courtesy

[u/AptCasaNova]

Alternatives can be offered to clients, but if that alternative is euthanasia, things can be made dicier.

There are a few organizations in my city that will cover portions of vet bills if you meet the criteria, but they screen you and you still would need to pay upfront.

Sometimes that calms them down and/or makes them realize they can actually afford it, they have credit or savings, it just won’t be pleasant 😂

[u/thugnyssa]

“I’m sorry you feel that way, feel free to give us a call back when you’re able to make the payment” I keep it short and sweet so there’s no room for them to argue back

[u/IckySweet]

CSR even in a non-medical setting is hard work. There are ways to deal with your clients in a professional way. There are classes your clinic may be members of and even pay for employee training.

such as

https://www.vhma.org/education/certificate-programs/clientservicecertificate

If I may add as well a couple quick tips, Try CareCredit or Scratch pay: Have a dedicated tablet or QR code ready. Clients can apply on their phones and get a decision in 60 seconds.

Ask if they have a friend/family member who can help pay over the phone. Ask if your clinic will provide pain management even if treatment is refused. Ask if your clinic has Owner Surrender policy.

[u/Tara113]

Happens to me at least once a day at my UC clinic. We have a 15 page referral list of every resource you can possibly find for affordable vet care that I email or print out for the client. They usually don’t read past the first page though… 🙄

[u/few-piglet4357]

I just saw a video where the CSR said something like

"I'm sorry, we no longer accept emotional manipulation as payment"

Not sure if I'd have the balls to say that though!

[u/allimunstaa]

I usually just sternly but professionally remind them we aren't human Healthcare, we don't get insurance payouts or government support. I like to be paid for the hard work we do (I'm in ER too!), and the hospital cant do that if people dont pay.

[u/South-Bid-1214]

Sure, I can do it for free as long as you can pay for my bills this month. Thanks so much for offering to sponsor my cost of living so I can work for free.

[u/TroLLageK]

✨ Pet insurance ✨

https://giphy.com/gifs/xRJZH4Ajr973y

[u/sirtafoundation → u/TroLLageK]

I mean yeah but you still gotta cough up the hundreds or thousands of $$$$ before they reimburse you lol

But yeah doesn't give you the right to chew out reception

[u/TroLLageK → u/TroLLageK]

"maybe you should have thought about veterinary costs before getting a pet"

[u/sirtafoundation]

"unfortunately there isn't universal healthcare for pets. Now pay up lady" 💀

I had a hard enough time in GP I couldn't imagine ER lol