Legal-Ease: ‘That’s the limit!’
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Are you uncomfortable dealing with professionals? Many times we professionals become so impressed with ourselves we don't do enough to put you at ease and we shortchange you. My former mother-in-law, a lovely and easy-going lady, in such circumstances finally would exclaim, "That's the limit!"
Most of you are easy-going folks who go along and get along, hard-working and productive citizens; Many of you experienced the Great Depression and World War II. Some weren't able to finish high school, let alone go to college. At least the oldest of you grew up during a time when professionals were held in high respect. Some are challenged by handicap, such as poor hearing or vision. For others, being retired and overtaken by technology has diminished your feeling of self-worth in our youth-oriented and wireless society.
All these factors may make you more passive and humble around professionals than you should be. YOU are our customer, and always entitled to polite and respectful treatment, a full and complete examination of your problem, and a clear explanation of the solution options. You are entitled to our undivided attention so that you can ask your questions and receive a thoughtful and thorough answer. If you don't get that, it's time to declare, "That's the limit!"
We professionals do what we do merely because we went to school to learn our trade. God did not ordain us to be what we have trained to be. We are doing our work for the same reason you worked: to make a living. Without our patients and clients, we would be out of business. We are responsible for the number of cases we accept, for our schedules and for how much time we have available for you. Doctors and lawyers are not some sort of biblical "suffering servants" doing great, wondrous works for mankind, always deserving respect and deference from all lesser creatures. We are just individuals trying to make our living by providing professional services.
While professionals' schedules and plans sometimes do go awry, you would not tolerate an insolent storekeeper, tip an impatient waitress, nor buy a car from a salesman who's too busy to explain its features or who talks down to you. Why, then, should you let professionals get away with treating you that way?
When you are the patient or client, you are the customer. Do not to put up with shabby treatment from any professional. If you can't get the professional's attention by bcalm, reasonable discussion, raise Cain! Complain to the professional; if he/she has a boss, complain to the boss; threaten to take your business elsewhere, and then do it if necessary. Threaten to tell your friends; if you were referred to the insensitive professional by someone else, complain to the person who referred you. Demand to be treated with respect. Refuse to tolerate a situation in which you, like Rodney Dangerfield, "don't get no respect". Let them know, "That's the limit!"
In conclusion:
1. Do not accept that just because you are older you and your problems are unimportant;
2. Do not let physical handicaps such as hearing or vision problems keep you from getting the full scoop; it's the professional's job to work around your handicaps;
3. Do not let the professional's sense of self-importance diminish your right to his undivided time and attention; you are his customer and entitled to his service;
4. If you are mistreated, neglected, or ignored, COMPLAIN!
5. Do not let the professional talk down to you or confuse you with technical language; if he knows what he is talking about, he will be able to explain it in ways you can understand.
6. Do not allow differences in educational levels between you and the professional intimidate you. He went to school so he would have a skill you might want to buy. That education does not make him any better than you.
7. We professionals often do work under severe pressure, short deadlines, and deal with many demands at once; we are only human (a fact we sometimes forget). We appreciate your understanding when we get behind in our projects and appointments. You, in turn, are entitled to be treated by every professional as the valuable and precious person you are. Accept nothing less. Let us know that for you, "That's the limit!"
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Gerald W. Townsend is a partner in the law firm of Fluharty & Townsend, Parkersburg, West Virginia, with special emphasis upon Medicaid planning to protect assets from nursing home costs. He can be reached at jtownsend@fntlawoffices.com.