The doctor seemed really nice but the man who runs the office seems very ego based. No room for apologies or admitting any fault. If you do something wrong or forget something that causes an inconvenience, just admit it and apologize. Clients/customers/patients really just want to know that you hear us and that you are receptive to doing something different that can help make our experience better. Being met with ego or "its your fault" vibes do not make me feel like I want to come back or feel safe or at ease in the environment.