I Want to Speak to Your Manager
I used to feel like a total B*&%$ when uttering these words, I want to speak to the manager. But, now I’ve come to terms with the fact that it is only these words what will get me some actual customer service with several companies who have dishonest policies.
Whenever I have to deal with the phone company, satellite company or any and all medical professionals I’ve learned that it is standing policy to overcharge, make “mistakes” and deny any reasonable request for correction the first two times.
I believe it is not a coincidence or an “error.” I now believe, because of the predictable frequency of the tricks they pull, that it is company policy to deny a person’s request for a correct bill the first two times.
I worked in a call center in college and I can tell you this, the first time you ask for the manager you get the person sitting in the adjoining cube. They will tell you the exact same thing the first person told you – I’m sorry, but I can’t reverse that charge. They are telling you the truth – they can not. They don’t have the power. However, the second time you ask for the manager you might get their supervisor, who actually knows which button to push to reverse such a charge.
I’ve come to terms with the fact that I shouldn’t even waste my time talking to the first or second person. I should simply state my problem and ask for the manager. That’s how they have it set up. I should not feel guilty or feel like I’m being unreasonable, they have simply set it up this way. Understanding that it is their policy to send me an inaccurate bill in the hopes that I will not challenge the charge because I don’t want to be a B*&%^ or deal with confrontation makes them millions and millions of dollars every year. That’s their motive.
My motive, however, is to see that my bill is corrected and I can usually accomplish that if I take the time out of my day to challenge their mistakes and say these magic words:
I want to talk to your manager.
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2 opinions for I Want to Speak to Your Manager
Diane Yates
May 3, 2007 at 11:41 am
I read with interest your “understanding” of how
all medical proffesionals have unfair billing practices and make routine “mistakes”. As a medical manager
of a practice that tries to provide a quality service in a honest enviornment
I take exception to your opinion.
We are honest people trying to make a living and to be frank ,just sick to death of ungrateful, uneducated,and painfully misinformed public who feel
we are out to rip someone off or get
something for nothing.Our physicians
care for their patients but feel burnt out and discouraged because of people like you.
Some advice,go somewhere else, use a root dr,try some herbs. Just leave us alone,we don’t want or need your business.The manager is out!
Suprised?
Tracee
May 4, 2007 at 2:46 pm
Diane,
I can understand why you would take offense to my comments. I agree it was a huge overgeneralization. Perhaps it is the “just leave us alone” attitude that I am responding to.
Every other professional has a list of prices for services they offer. My mechanic can tell me how much it costs to change my oil, my hairdresser can give me an acurate quote for my highlights. They even post it on the wall. They charge me the same price as everyone else.
But, somehow I can NEVER, no matter how hard I try get a medical office manager to tell me how much an MRI costs. Some make me “prepay” their estimated and then I get a bill for $200 more, even though the results were nonproblematic. I get bills constantly because some nurse asked some doctor to come look at the computer screen. Though my hairdresser’s friend doesn’t send me a bill because she gave her opinion on a color choice.
Have you ever looked at the invoice after having a baby? Well it took me several months to even get an invoice and then it looked something like this:
jjj $5,000
nknkoiu $10,000
Somehow the insurance lady couldn’t explain it and the nurse couldn’t and on and on.
When I ask for an explaination of these ccharges I get an office manager who just wants me to “leave her alone - someone who doesn’t want or need my business.”
Seems to be the only profession where the professionals would rather you died in the street than explain their invoice or tell you how much they charge for their services.
I know nurses and doctors work hard. I know you have to deal with insurance companies. I know sick people are probably cranky and annoying - that’s why I chose not to be a nurse. I’m not cut out for it. Bless you for doing it.
But, it is not unreasonable for me to know whether I can afford a test before I have it performed. That’s why I’m asking for the price. Nor is it unreasonable for me to be told in plain English what exactly I’m paying for. And it happens so often that I DO believe it’s just standard procedure.
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