Comments on: The Eye Doctor: A Lesson In Customer Service {cue scary music}

By: Rick Wilson DMD

Rick Wilson DMD — Sat, 16 Jan 2010 15:01:24 +0000

Angela your blog is excellent and between Linchpin, catching up on your older posts and your book being released I have some great reading to look ahead to! But I naturally read this post first and sadly this type of experience is happening on a massive scale. Reese, one of my staff, recently described her own episode and was kind to write it out for us; it’s here:

http://rickwilsondmd.typepad.com/rick_wilson_dmds_blog/2009/12/the-technical-part-is-not-all-that-matters.html.html

With a little theory of mine as to one of the reasons why this happens. Not sure what to do about it, though…

PS May I link to your blog from mine? ;}

By: theone

theone — Wed, 30 Dec 2009 19:20:46 +0000

Let’s start a revolt! I’m going to just start wearing a patch over one eye. If you’re with me, you’ll do it too

By: Amy

Amy — Wed, 30 Dec 2009 05:17:04 +0000

What an awful experience! I can’t imagine they will stay in business much longer, and I agree with Trish and Croix and support you sending this to the “Dr’s” office and to whatever board they are accountable to. After living in Germany 6 years where they have national health care, I can attest that it’s not the health care’s fault, but the doctors and the particular offices who just don’t care – just like any retail store, restaurant, car dealer etc who doesn’t care about customer service. I too respect your ability to turn it into something good – reminders how important customer service is.

By: theone

theone — Tue, 29 Dec 2009 00:19:55 +0000

Dave,

Good question! I forgot to mention that halfway through the appointment, he left for 20 minutes to go “do something”. I had lots of time for pictures, prayers, and dreams of leaving.

By: Trish

Trish — Sat, 26 Dec 2009 21:35:56 +0000

Whooa. Gotta say you ARE especially funny when you’re pissed. Please post this doctors name/office. Maybe you could print it out and mail it to him. Nothin’ like Word Of Mouth.

By: Dave Wheeler

Dave Wheeler — Wed, 23 Dec 2009 22:59:14 +0000

Quite a story. After reading about all the torture you went through, I am wondering how you were able to take your own picture in the eye doctor’s office !?

The nice thing about having a blog is that you are able to put the story out there and move past it. It is great to see that you turned a negative into a positive … even a bad example can be instructive !

By: theone

theone — Wed, 23 Dec 2009 21:51:38 +0000

Croix,

Good idea – I will see who I can talk to about this. It shouldn’t continue.

By: theone

theone — Wed, 23 Dec 2009 21:51:10 +0000

Allison, I’d be happy to talk to you about who this is. Another eye opening (no pun intended) experience for me, and apparently for all of us with state health insurance!

By: Allison

Allison — Wed, 23 Dec 2009 19:32:32 +0000

Yes, this is what it is like with state health insurance, unfortunately. I was treated much the same way when I saw my primary care physician last. When I first arrived, the told me they had to reschedule my appointment, because if you’re not 15 minutes early, you’re late (which no one thought to mention when I made the appointment). And from there it just went downhill. It’s especially sad that this happens with healthcare providers. These are people that you feel you should trust, and are usually somewhat vulnerable with.

Anyway, I’d love to talk to you over email to find out who this eye doctor is, so I don’t end up going to the same one!

By: Croix Sather

Croix Sather — Wed, 23 Dec 2009 19:11:32 +0000

Angela,
In retrospect you see that it was not you and there was no reason to feel like you did anything wrong. The fault lies with the people and the office you went. Customer service is no longer a common event. In my experience it is rare to find good or better service. Exceptional service is almost extinct even at places you would expect it.

You might consider notifying the organization that recommends or lists this group as a service provider. Forward them a copy of this blog. Whenever I bring something like this to someone’s attention it is not for retaliation or to get anything back, it is to make them aware that what they are doing is wrong. It also helps me let go of the wrong. It is up to them to make it right to you, and to the future clients. Some places will not change. Very sad.

Thanks for posting this.