Yesterday was a bad day. Had an old patient get ticked off at a member of my staff and vowed never to return.
What a bummer.
Then just now I opened an e-mail from another old time patient of mine and I'll share the entire text except her name/etc. :
Dear Dr. Stacy,
This week I am reflecting on the thoughtful and consistent service you have been giving Richard and I since the 1980's. We have been loyal customers and appreciate all of your guidance and help to protect and support our vision. You may or may not know, I called Tuesday to order another pair of glasses since I misplaced my distance glasses as I was heading out on vacation.
I am not sure who the receptionist was that helped me but I want to thank her especially and the staff who helped me so conscientiously. I informally mentioned we were leaving on vacation and my intent was just to order another pair of glasses by phone so I would have them when I returned from vacation. It was not my expectation to have the glasses done in one day. It was a great surprise when she said that you had the lenses in stock and I could pick up that afternoon.
The importance of this unsolicited gesture, was the vacation was a "Make a Wish Trip" for my grandson, Jacob, who is 16 and severely disabled. I had already reconciled myself to not having the glasses and going to Florida and Disney World without my sharp distance vision. As I am traveling across country and enjoying my new glasses, I wanted to send this expression of gratitude to all of your staff. I am so happy with my glasses and my ability to see even better at far distances. This special trip will be greatly enhanced and it is because the initiative your staff took, without me asking. If this is the quality of sensitive service all customer receive, I am not surprised your business has continued to grow and become successful.
We highly recommend you and all your staff to others.
Sincerely,
Wow. That made yesterday' confrontation a fleeting burp in the space-time continuum. This note will be remembered for a long time.
Bookmarks