An Exceptional Experience with Dr. Shim Ching's Staff -- Thank You, Keri and Robin!…read more
Dr. Shim Ching's staff is incredibly professional, compassionate, and understanding. When my mom and I visited the office on behalf of my sister, who needed to cancel her surgery due to health reasons and other unexpected obligations that prevented her from physically coming into the office, Keri and Robin went above and beyond to help us.
Honestly, I was nervous going into the office. My sister's surgery was approximately $40,000, and when she initially requested a refund, she was told she would need to wait six months. We arrived not knowing what to expect or whether we would be able to get any answers or assistance.
We asked the front desk if we could speak with Keri or Robin and waited about 20 minutes. When they came out, Keri greeted us with a warm smile and such a welcoming attitude. She was kind, approachable, and incredibly easy to communicate with. Robin was equally reassuring and professional. Together, they took the time to listen to our concerns, explain the refund process clearly, and walk us through exactly how they could help.
What impressed me most was how respectfully and compassionately they treated us throughout the entire interaction. They even printed out a patient ledger for my sister, who was on the phone with us the entire time and had specifically requested it. They made sure her needs were addressed, even though she could not be there in person.
I understand that a refund of this size is not a small matter for any business, and I certainly don't take their assistance for granted. This was not just about the money; it was about being treated with kindness, patience, and understanding during a difficult and unexpected situation.
Thank you so much, Keri and Robin, for making what could have been a stressful experience feel manageable. Your professionalism, warmth, and willingness to help made a lasting impression on both my mom and me. You were truly a light to work with, and we are incredibly grateful for the way you handled everything.
Dr. Shim Ching is fortunate to have team members like you. Thank you for reminding us how much of a difference genuine kindness and excellent customer service can make!