how do you deal with a rude, offensive pt?

I delivered an implant retained crown for #30 in 2014(4 ys ago), it is zirconia with porceilain layered crown and cement retained.The crown was delivered with slight out of occlusion, everything went smooth, contacts, occlusion, margin all fine, pt was happy.

pt came in yesterday for recall / complained she feels rough on the #30 crown recently, I checked and found a piece of porceilain chipped off( actually, Distal/lingual cusp broke off). this happened in my office very rare.

I explained to pt why this happened (possible reasons) and offered to replace the crown with a new one,I will give her a big discount,but at that moment, I didn't have the number, so did not discuss with her the details (need time to figure out what is the most proper charge for redoing the case).

But, her husband came in and talked to me in a way I can't accept, he said :"we are very mad for this result, we come here only for hygienist, she is only anchor to this office".

I was disappointed to these two pts. the past 4 years, I did her couple fillings, saw her several times on emergency base, all went well, I made #30 implant retained crown with all my concerns, attention, to my best.

This is the first time,I am disappointed to a pt. feel not comfortable to continue treat these pts.

pt can question me my skills, knowledge, but this is offensive, insulting.

I own my practice and want to work in an environment full of positive attitude,sunlight, brightness. I hard work, but want respect as feedback.

Sure pt can ask me the reasons for porcelain chipped off, we find out the best solution we both accept, but I refuse to be insulted. Am I too sensitive? do you have the similar situation?how do you deal it?

Attached[image:BRECHLINJENNIFER_MN08_MP07_030.jpg] xray of #30 implant crown.

Thank you!

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