Mary: "Hi... ma'am, your appointment was yesterday. We have you marked down as a no-show."
Mrs. Hansen: "I'm sorry, I had a family emergency. Can't you just see me today?"
Mary: "No, we're completely booked up."
Mrs. Hansen: "But I had an emergency!"
Mary: "I understand, that can happen. We can see you this Friday at 1:00 or..."
Mrs. Hansen: "Why are you doing this to me?"
Mary: "Excuse me?"
Mrs. Hansen: "I don't appreciate that you're treating me like a leper."
Mary: "Ma'am, I'm not..."
Mrs. Hansen: "This is so unfair! I had an emergency that wasn't my fault, and for that you're punishing me."
Mary: "Do you want the appointment on Friday afternoon or not?"
Mrs. Hansen (scrolls through phone): "No, I'm meeting a friend at the casino."