I try not to think about all the times that frustration has quickly surfaced within me unveiling a side that is not particularly flattering.  I am learning to overcome frustration with prayer and remembering the importance of maintaining love in my heart.   

I was researching businesses that extract wisdom teeth.  I called to get price estimates, but the offices would not give any pricing over the phone.  I was not pleased but understood the process. 

During the initial call, I asked if I could book the surgery for a particular week.  The woman said, “We don’t book appointments until you have your consultation, but we are totally open that week.”  Fast forward two weeks to the appointment day. 

After we saw the doctor, the office assistant asked us if we wanted to book an appointment.  I said, “Yes, as long as you still have availability the last week of March.”  The assistant looked at me with a blank face and stated that they were not available that week. 

Attempting to hold back my frustration my thoughts went to the fact that I just paid $76 to find out the cost of the surgery, but the time that was open and available when I called, is not an option due to the doctor taking a vacation.  Of course, the doctor deserves a vacation, but the question is should I have to pay $76 when the week I requested was no longer on the books? 

I understand that it is the way the industry does business but is that the way we should be doing business?  Should I really have to pay several doctors $76-$90 to see if they are available the week of my daughter’s spring break, LOL! 

In addition to not being available the week we requested, the moment I walked into the office I felt a dark, cold feeling that made me uncomfortable.    When we got in the car I asked my daughter what she thought. 

She replied with a question, “Why were they so weird about us being self-insured?  Doesn’t that mean we pay them up front?”  That made me laugh, my 15-year-old daughter understands that they would have their money before the surgery rather than waiting for insurance money.  It seemed like a win from our perspective.  For the office, I think it was out of the norm and frustrating. 

This office was referred to us by two doctors.  I am going to speculate that the doctor is very talented.  However, the frustrations leading up to scheduling a surgery date were enough to cause my daughter and me to think twice about supporting this doctor.  The office was going through the motions but never gave any thought to their customer service. 

Will I accept the service provided or am I going to search out other options?  What am I teaching my daughter if I let her think that the customer service we were provided was acceptable?

The frustration was not only time (my daughter missing school) and money (another consultation fee) but also the level of service.   If we scheduled it at this office, how would my daughter be treated at the time of surgery?  I could feel that “knot” in my stomach telling me that I needed to do more research.

I prayed for direction and a better alternative.  Immediately I felt at peace about seeing another doctor.  Financially I sensed that there was not going to be a setback. 

I proceeded to schedule an appointment with another office.  After scheduling the consultation appointment the woman said, “Let’s just schedule the actual surgery now since we have your first appointment scheduled.”  I smiled to myself and knew that I was in the right place.  This was not their normal procedure, but she was able to adapt and provide excellent customer service. 

Upon our arrival, at the office, a door opened and a gentleman with a huge smile said, “Hello!  How are you today?”  My daughter looked at me in amazement.  She already could see the difference in customer service.  We were treated with respect for the entire appointment. 

At the closing of the appointment, they discussed the cost.  The final numbers, with a discount for those who are self-insured, ended up being lower than our first quote.  The discount more than made up for the money we spent at the first doctor.

The following day my daughter said, “This is going to sound weird, but I almost want to go back to that office for another appointment!  They were so nice.” 

When frustration begins to surface I choose prayer.  I try to be alert to the subtle signals and change my path accordingly.  Think what this world would be like if we all were a little kinder serving others with love rather than frustration.

Click here to stay connected.