I was fairly happy with this office when I came in, at first. But then as things progressed it got worst. I was getting an exam for my boys and me. Everything was fine, it was small details that bothered me, but I tend to overlook things like that most of the time.
We were the only customers in the office when we came in, so all three ladies at the counter were attending to us. But on the way out there were some other customers in there, and all three ladies completely neglected to acknowledge our departure.
This was our first time at this optometrist office and I can't say that I am very happy with the service. The doctor is very nice and courteous overall. But I was not happy with the fact that she did not listen to what I was trying to tell her about my problem with contacts. I still can't wear contacts because the ones she gave me did not work. She told the girls to schedule a follow-up for the contacts ( I paid out of pocket for the exam), and none of them did so.
I'm just too upset about the fact that the level of caring for the patient was just not there. The girls at the counter act too casual and do not have the level of professionalism I expect when visiting a legitimate establishment. I think they all can use a class for customer service skills. I worked in customer service for many years and this office lacks the basic customer service skills. One of the girls looks like she came straight out of high school. But it's not the look that bothered me, it's the lack of experience that really showed.
Another problem I have, which triggered all these negative emotions to expand much more, is the fact that someone messed up getting my lenses ordered correctly. And when I called the lady on the phone told me that I did not order the AG coating. I was so upset, I could hardly contain myself from being extremely rude to her. I told her that I checked my receipt and I paid for it. I told her to recheck the records in their system and correct the error.
So on top of the fact that they messed up on my lenses, they did not expedite them the second time around. The way I see it, the lenses are already in the frame, it should not take long to have them coated and ship back. Second, the doctor's office should pay for the expedited deliver service. I do not appreciate being accused of something that was their mistake, and on top of that having to wait even longer to receive my new glasses. So at this point it has been over two weeks that I have been waiting for my glasses. Very poor customer service.
Considering that I brought my boys to this office and a total of three customers, they should have done better taking care of our needs. I will not be going back here again.
Ladies at Todays' Vision on Barker Cypress, here are a few lessons to learn:
1. Pay close attention to the customer in the lobby (stay off your phones!!)
2. Make sure to get all orders correctly for multiple people in one party.
3. Before you accuse the customer for your mistake, check your records first!! (This is a big one ladies)
4. Ensure the customer comes back to this office by offering to remedy the situation and pay to expedite the delivery of the glasses.
5. Apologize for the mistake. (Not one person in this office offered and apology for their mistake, especially after accusing me for something they did.)
6. Learn how to smile genuinely. This is the number one rule for proper customer service. People can tell when you are fake.
7. Do not ask a mother to wait in the lobby while her child or children are in the office with the doctor. Offer her to go in there and join the kids. Especially that there is plenty of room in there.
8. And finally for the doctor, please listen closely to your customers. I told you I have dry eyes, you saw that I have dry eyes, and you still gave me contacts that do not work with my eyes. You did not make sure that your nurses scheduled the follow-up appointment for me, even though you had no other customers to service. This is very poor management of this office. read more
