Creating the Customer Service Experience

Last week-end, I thought of what Maya Angelou said, regarding human interaction during a visit to my eye doctor. She said, “I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” My experience at DePaolis and Ryan of Visionary Eye Associates, now Flaum Eye Institute, brought home the fact that it is how a customer feels that determines their customer experience.

When I awoke on Saturday and switched on a light, pain immediately shot through my right eye, and my eye was so sensitive to the light I quickly turned it off. Unsure of what was going on, I called my eye doctor’s answering service and Dr DePaolis responded within a short time. Although Dr. DePaolis is not my normal physician, he made some suggestions then told me he would call back in approximately 30 minutes which he did. He asked if the symptoms had subsided and I told him they had somewhat, but the light sensitivity didn’t, so he asked me to come in to their Webster office which was open on Saturday and called ahead to let them know I was coming. I normally go to the Brighton office and although no one knows me at the Webster office, I enjoyed the same wonderful experience as I do in the Brighton office.

Upon arrival, I was greeted by Iris the receptionist who has such a caring nature, I commented on the tone of her voice. I was taken in and a young man did the pre-work before the doctor came in. Again, he was so thorough and kind, I mentioned it to the doctor. This was the first time I had seen Dr. Shearer and yet left feeling very cared for and thanked her for getting me in. Her comment was something like we understand caring for our patients Is not a 9-5 operation. When I returned home, Dr. DePaolis called me back to ensure I was seen and when I told him I had a scratched cornea he gave me additional ideas about how to care for it.

When I see my usual physician Dr. Ryan or eye care specialist Jane Beeman, I have grown to expect this type of care and excellence, but no one I saw that day had ever had me as a patient. My experience was exactly the same, as in Brighton. What they know is that consistent customer service is the key not only to health for their patients, but will bring them back time and again. Kudos to all of you …. You made me feel cared for every step of the way!

One thought on “Creating the Customer Service Experience

  1. Beth,

    I also see Dr. Ryan of Visionary Eye Associates in Brighton, now Flaum Eye Institute and have had the same pleasant experience as you. Thank you for writing about their operations I hope you share this with them.

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