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[–] peacegnome 0 points 8 points (+8|-0) ago 

The problem is that there are no repercussions for their behavior. If instead of helping the person who didn't bring the paperwork they were told to, that person should be dropped in priority to "only if you have free time" status. Same if you miss an appointment and don't call in advance, or whatever else. In the real world you would be charged for these things; in the "everything is free fo me" world there also needs to be consequences.

When I go to a lawyer and it is costing me hundreds of dollars per hour, I do every fucking thing in my power to make their job quicker.