This experience was VERY disappointing to say the least. First of all, my wife and I usually follow the rule of always finding something nice to say about individuals regardless of your experience because hopefully they will rise to what you speak about them. This situation is a bit different as my wife(who is NOT sensitive or demands to be treated a certain way) was treated with disdain and her time was wasted.
My wife was referred here by her dentist due to experiencing her first cavity. She spoke with an individual over the phone at Sayman Elite Endodontics, set an appointment and received a text from him confirming the time and date of her appt.(we have the text saved) This morning she went to this office for her appt, and when she arrived they asked her what her name was. Asked her what time her appointment was. Then proceeded to tell her that there is no appointment for that time and asked "are you sure you're in the right place?". My wife then read the the text message off to her including the time, and the address that was confirmed. The individual then stated that she does not set appointments for that time, and that she is the only person that makes appointments. (although my wife made the appointment with a male individual).
The employee then went back to talk to the dentist. My wife could hear them talking. The dentist did not come out front to speak to her or apologize for wasting her time. The employee came back out and said that they were very busy, but they can see her but she will have to wait, and to fill out a form.
If my wife was told "we're so sorry, we set this appointment with you, but this was a mistake. the time we gave you is not available, or we double booked (or whatever the case was) but we will be more than happy to help you as soon as we can" Then this would have been acceptable as they would have owned the mistake and not made it look like this was an error on the customers part. She was not coming for anything free. Covered by insurance and was willing to pay for the portion that was not covered.
I'm very disappointed that the art of customer service has been lost. Each and every individual deserves the upmost attention and respect. They are the ones keeping you in business. When you get to the point where you believe that customers are disposable, you soon find out how accessible other business that perform the exact same service are. Ego has no place in a professional setting. If a mistake is made, own up to it, and at least have the decency to look the person in the face and apologize.
We will never do business with this establishment. We believe that the culture of an establishment is felt from the first hello of the individual at the front desk. If this is the way things are handled when you are a potential customer, imagine the drop in attention to detail, respect and customer service once they've already received payment and there is nothing left to be gained from you. read more