Message from OAC
It's just not fair! These words were
shared by a very talented Optician that
holds exceptional customer service to
his core. We are held up to the immeasurable standards of our customer and
they get to tell the tale of their experience on Yelp or other vessels of social
media and we have no recourse. We
should be held accountable to provide
brilliant customer service for sure, but
it seems that more people are empowered to share their negative experience
rather than their positive one. It boggles
my mind how one small customer
service issue can get so blown out of
proportion that every aspect of the
appointment is put in question.
It all started on a regular Saturday
morning, the fresh scent of rain was
in the air and I had a ‘spring’ in my step.
I was in the mood for work on this day.
Bring me your challenges! Glasses too
tight? I will loosen. Fashion crisis? I will
show you options that will ‘wow’ you! It
was going to be an awesome day. To
my delight, we were fully booked with
appointments and there was a steady
stream of walk-in customers that
were quietly perusing our brand new
stack of magazines while they waited
patiently.
“Good morning everyone” I smiled
as I spoke, and I greeted our first
appointment of the day. I knew Mrs.
Johns would be here because she had
called last night at closing and I had
booked her in for first thing this morning. I continued to solve the needs of
our clients all morning. There were
two of us working, as is usual for this
part of the day, so we were kept busy
and moved through the appointments
with ease. Our accountant was also in
the office continuing work from
38 Optical Prism | July 2016
the evening before on the computer.
I was having such a productive day.
Customer after customer thanked me
for all that I do. “You always make it
feel like I am your only concern,” said
Mrs. Johns. “Finally I can see clearly
again,” said Mrs. March. Oh, and did
I mention the mall manager popped
in to give me a gift card and a coffee
to say thanks for participating in a
special customer appreciation evening
help last night? So yes, this was MY
perspective of the day. But, this
was another….
From the perspective of ‘Mrs. Angry’
customer:
I am writing this Yelp review to share
my experience at the office of my local
Optician to discourage anyone from
going there and having to endure what I
did.I got to the mall early and slopped
through the puddle at the main
entrance. I mean, really there should
be better drainage out there. What do
you mean the stores are not open for
another half hour? Jeez! Then why
are the doors to the mall open? Finally,
the Optician office opens and this guy
welcomes everyone in and asked this
lady to sit down. Why does she get
special treatment?
I was standing outside the door first.
I should have been first. I mean, how
long do you expect me to sit here reading
this stack of magazines that only God
knows how many dirty fingers have
touched. Oh great, another employee
is finally here, maybe I will get service...
nope she is just going to sit at that desk
and read her Facebook or something,
while I sit here patiently waiting. Oh
coffee ...you are taking a coffee break...
WHAT ABOUT ME!
I could go on, but you get the idea;
perspective is everything. We cannot
remove ourselves from Yelp or other
public forums. We must learn to work
with them. From this experience, my
friend learned to share, share, share
with your customers, even though you
may think