I was very surprised today when this lovely basket was delivered from my eye doctor's office. I had gone to pick up my new glasses yesterday and had a really dismaying experience with the girl who was to fit them, etc. I won't go into details, but in about 5 minutes, she was able to completely destroy any good feelings I had about the business, my glasses, etc. I was stunned by the whole experience, and finally decided that rather than just feeling mad, hurt and never going back, I'd call the office manager and give her all the particulars. We both go there for refraction, glasses and contacts, and everyone there has always been so very nice that it was unbelievable that this was the kind of thing they wanted to happen.
I am so glad I called. Rhonda was so nice, and genuinely appalled to hear what had happened. She was willing to do whatever it took to make me happy, although I really couldn't think of anything. She apologized over and over, and I thought the matter was closed. When the basket came today, I was just amazed! How nice is that, and they will certainly be seeing us again when we need exams, glasses and for me, contacts as well.
So, what's in the basket? Contact lens solution, Optical hand soap, a darling contacts case, a contact, hand/body lotion, cookies and tea. Definitely a calming influence!
7 comments:
Wow, what a fine example of how to handle customer service issues. I'm glad they came up with something to ease your mind.
Miriam
It pays to speak up! What a nice basket you got...that professional response to your complaint far outweighs that girl's unprofessional and rude behavior. I'm a receptionist myself, and I would never, ever make one of my doctor's clients feel bad!
What a nice touch! This is a good reminder to me--I need to do more of this kind of thing with my customers at work.
What a smart idea!! The office has generated lots of "positive publicity" out of a negative situation.
And, you feel "special", "the reason they're in business", eh!!??
Enjoy your treat AND your new glasses!!
Rhonda (-9 miopia/-9 astigmatism), who wears glasses to bed to see in her dreams!!
Glad you made them aware of the poor service and glad they provided you with a gift to apologize. Nice gift!
Now that is customer service!!!! Enjoy the basket!
Wow what customer service! That's unheard of today. I've had some less than pleasant experiences. My dentist's assistant had the most horrible bedside manner. I stopped going for YEARS. I just recently went back & dare I admit I wasn't sure that the same girl was there only I noticed that she was "nice." She was not the same girl. Sometimes I wonder if I complain will the customer service manager listen to my complaint or just brush it off. There's nothing worse than being hissed at with your mouth full of tools. I have a problem with going to a business like that where I'm treated poorly AND paying for the service. It's nice to hear something positive came of it for you.
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