I would like to hear from Providers on this one.  In theory, the rules should be disclosed when the appointment is made over the phone, email, or via the website so that no false sense of customer expectations exist. But usually these conversations are short, trust has not been established, or there is reluctance to discuss too much because of security. If you wait till at the time of appointment, then disappointments can be established, setting up a less than optimal meeting. That is why the TER reviews are great. The customer can get a glimpse at how past encounters went and can deduct expectations. But that seems a weak marketing strategy.  Or the flip question, when should a customer tell his would be Provider what he expects?