Reacting the right way to a ridiculous excuse

Admit it, you have your pet peeves when it comes to off-the-wall or annoying excuses. For Rachael Hume, a receptionist at Southway Animal Hospital in Lewiston, Idaho, those choice excuses are the ones about failing to comply with E-collars. Of the E-collar excuses she's heard, here are the top: "It was too big," "It didn't fit in the car," and "He couldn't sleep in my bed wearing that." Hume is aware of her prejudice. "I'll confess that I get a little brutal with those cases because most clients expect to have the related problem treated at no cost," she says.

Rather than uttering an equally ridiculous response, Hume tries to tone down the situation by saying, "Oh boy, was the pet wearing the collar? I'm sure we mentioned it needed to be worn at all times." It can be hard to keep an even keel when you're fed a far-fetched or exacerbating excuse. After all, what do clients take you for? But Hume advises team members to keep a straight face.

"This can be tough," she says, "but owners are going to pick up on your reaction—whether it's an eyebrow lift, a suppressed smile, or the dreaded eye roll." Of course, you have to say something. In response to excuses about falling short on at-home treatments, Hume usually reacts with a statement similar to, "Was there some confusion with the directions?"

Hume thinks some clients believe that if their stories are really outlandish, you won't question them. By keeping your cool and asking calm questions, you take the wind out of their blustery sails. And, most importantly, you create the opportunity to get at the truth.