I just read your post and all I have to say is "Wow!".  First impressions are everything with newer clients in my opinion.  And retaining them once you get them through the door is equally as important.  I always answer my phone in a professional mannor and am ready for my appointments at the time they are schedualed.  Never would I allow a client to sit and wait for me for more than a few minutes, nor would they be ignored and not offered anytning to drink...ever!  I have noticed this where I live as well, especially with doctors.  I don't understand why they feel it's ok to over-book themselves they way they do.  I find it to be rude and disrespectful of my time and also feel that it's puts a lot of pressure on the doctor to perform and do a good job!

I am sorry for you losses and hope that you are on your way to healing in the new year.