Home > advocate marketing tools, decision making, patient advocacy, patients > YOMs – and That Sense of Entitlement

YOMs – and That Sense of Entitlement

It arrived in my email a few days ago – a demand for a reply.

It came from a person who reads my articles at About.com.  She had sent me a question the day before regarding  trouble she was having getting copies of her records from her doctor. I had not yet responded to that email.

The second one arrived, shouting in capital letters:  WHY DIDN’T YOU ANSWER MY QUESTION?  I SENT IT YESTERDAY AND YOU HAVEN’T ANSWERED IT YET!


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  1. July 31, 2011 at 10:30 am

    Well what else can I say except – Just great Trish!

  2. August 1, 2011 at 2:52 am

    Thanks, Trish, for the great ammunition on how to handle “YOMS” which I haven’t experienced yet, but know is inevitable. I’ve worked in customer service from retail sales to the Postal Service and know that when working with the public, to expect everything and anything. Unfortunately, I’ve learned to handle difficult people in those situations through the school of hard knocks; but by you sharing your experiences and advice in this business, my learning curve should be much shorter!

  3. Dwight K. Hamborsky Jr.
    August 4, 2011 at 12:36 pm

    I personally have not yet encountered the YOM’s but I realize that day is coming. I think you did a masterful job of identifing responses to that statement. As I grow my future business I will use many of the statements you mentioned.
    Dwight K. Hamborsky Jr. M.Ed.

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