I deal with rude people almost every day. They don't even faze me any more. In fact quite often they are reacting from nerves. When they calm down they can be great people to talk to. The people who grate on me are those who are happy smiley to your face, have no complaints to offer then next thing you are getting a scathing letter or complaint to management. I always give my patients opportunity to voice concerns. I ask them at least 3 times if they are happy to go ahead with procedures etc.