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kmktrDear Bitchy mother of an ex-patient of ours,
No, I'm not going to replace a frame that has no warranty (it's part of our perpetual in-office sale, complete pair of glasses for $69, but there are no warranties) at no charge because your daughter managed to break them through the middle.
Especially as this is the same daughter who, slightly over two months ago came into our practice, in severe eye pain from the abrasions/infections she'd given herself over-wearing her contact lenses. Do you remember, dear mother of our ex-patient? Dr. G cut his lunch short to examine her (without an appointment, do you recall?) and I cut my lunch short to cut her a pair of glasses (yes, the ones she broke) in 20 minutes, so that she could see as she was not able to wear her contacts?
We've already gone above and beyond for your daughter. And, today I offered $20 off to replace the frame she broke. It's not as if I didn't give you a break, but I am damned if I'm going to give the freaking store away to rude people, just because they are obnoxious.
I did not appreciate you whipping out your cell phone to call your daughter and then proceed to tell her several times about how you warned her that Lenscrafters was a better place. Ye gods, you sounded like a bloody tv spot about them, spitting out all their taglines and warranties. I most certainly did not appreciate you turning to OUR patient and telling her to go to Lenscrafters because we wouldn't treat her right. If I myself had not been tied up helping a patient in a different room (we have a baby monitor in the lab so I can hear what's going on up front while I'm adjusting glasses) I would have come out there and told you that you could take your very rude call outside until you and your lovely daughter decided what you wanted us to do.
Of course, T didn't tell you to knock it off. (She's non-confrontational when it matters.) By the time I was finished with my patient you were finished with your call. I knew you'd want your daughter's prescriptions, so she can go to Lenscrafters. I beat you to the punch with taking her off our recall system, tho'. Believe me, after today, we don't want her back.
You may not realize it, yet, dear mother of our ex-patient, but that means the next time your daughter is in pain from having abused her contact lenses, I'll give you the phone number for Shady Grove Hospital. Where, she will sit in one of the waiting rooms for half of forever before any one sees her.
Oh, and chiding me that we lost 'good customers' doesn't wash when YOU'VE never been a patient of ours. Threatening that we lost two laser vision patients doesn't 'hurt' me either, as I have no doubt you'd go to "We Fry Your Eyes" (note - no such place -- yet) laser vision correction center, (since it's cheaper and has radio ads) rather than the DOCTORS we work with exclusively. Sure, it costs more, but a lifetime guarantee? Worth it.
Oh, did I neglect to inform you (my flist) that the daughter all this hoopla was about is 35 YEARS OLD?! Sending her abrasive mother to try to strongarm (or is that rudevoice?) a free frame from us? Uncool. Seriously uncool.
kthanxdieplz. (not really, but you guys know what I mean, though the thought of DM going all Dark Magic attacky all over that mean, evil, witchy-bitchy mother while Yugi goes all pharaoh-power-mad on the cowardly daughter and Yami smiles at both from the sidelines is a comforting thought...)
No, I'm not going to replace a frame that has no warranty (it's part of our perpetual in-office sale, complete pair of glasses for $69, but there are no warranties) at no charge because your daughter managed to break them through the middle.
Especially as this is the same daughter who, slightly over two months ago came into our practice, in severe eye pain from the abrasions/infections she'd given herself over-wearing her contact lenses. Do you remember, dear mother of our ex-patient? Dr. G cut his lunch short to examine her (without an appointment, do you recall?) and I cut my lunch short to cut her a pair of glasses (yes, the ones she broke) in 20 minutes, so that she could see as she was not able to wear her contacts?
We've already gone above and beyond for your daughter. And, today I offered $20 off to replace the frame she broke. It's not as if I didn't give you a break, but I am damned if I'm going to give the freaking store away to rude people, just because they are obnoxious.
I did not appreciate you whipping out your cell phone to call your daughter and then proceed to tell her several times about how you warned her that Lenscrafters was a better place. Ye gods, you sounded like a bloody tv spot about them, spitting out all their taglines and warranties. I most certainly did not appreciate you turning to OUR patient and telling her to go to Lenscrafters because we wouldn't treat her right. If I myself had not been tied up helping a patient in a different room (we have a baby monitor in the lab so I can hear what's going on up front while I'm adjusting glasses) I would have come out there and told you that you could take your very rude call outside until you and your lovely daughter decided what you wanted us to do.
Of course, T didn't tell you to knock it off. (She's non-confrontational when it matters.) By the time I was finished with my patient you were finished with your call. I knew you'd want your daughter's prescriptions, so she can go to Lenscrafters. I beat you to the punch with taking her off our recall system, tho'. Believe me, after today, we don't want her back.
You may not realize it, yet, dear mother of our ex-patient, but that means the next time your daughter is in pain from having abused her contact lenses, I'll give you the phone number for Shady Grove Hospital. Where, she will sit in one of the waiting rooms for half of forever before any one sees her.
Oh, and chiding me that we lost 'good customers' doesn't wash when YOU'VE never been a patient of ours. Threatening that we lost two laser vision patients doesn't 'hurt' me either, as I have no doubt you'd go to "We Fry Your Eyes" (note - no such place -- yet) laser vision correction center, (since it's cheaper and has radio ads) rather than the DOCTORS we work with exclusively. Sure, it costs more, but a lifetime guarantee? Worth it.
Oh, did I neglect to inform you (my flist) that the daughter all this hoopla was about is 35 YEARS OLD?! Sending her abrasive mother to try to strongarm (or is that rudevoice?) a free frame from us? Uncool. Seriously uncool.
kthanxdieplz. (not really, but you guys know what I mean, though the thought of DM going all Dark Magic attacky all over that mean, evil, witchy-bitchy mother while Yugi goes all pharaoh-power-mad on the cowardly daughter and Yami smiles at both from the sidelines is a comforting thought...)
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no subject
Date: 2006-04-04 07:51 pm (UTC)She sounds like she was looney enough that your real patient probably took what she had to say with a grain of salt.
no subject
Date: 2006-04-05 07:07 pm (UTC)Customer service, such a "fun" thing, huh?
no subject
Date: 2006-04-04 10:03 pm (UTC)Grrrrrr ... on all evil, mean, bitchy people.
You're so right. It is better not to have someone like this as a customer. You guys have already done more than enough for these people ... and they don't even appreciate it!
And, I have to admit, I was shocked when you said the daughter was 35. I was reading along, imagining some petulant, whiny teeny-bopper with an over-controlling mom. Boy, was I wrong!
*sends extra hugs ... and a very buckle-y Chaos*
no subject
Date: 2006-04-05 05:56 pm (UTC)Didn't ya hear? She's back on a feather-binge at the moment. ^_~ hehehe
*grrhiss* to the evil people, by the by.
no subject
Date: 2006-04-05 06:46 pm (UTC)Poor Chaos. *giggle*
no subject
Date: 2006-04-05 07:06 pm (UTC)*imagines it*
*GACKTHUD!*
no subject
Date: 2006-04-06 01:24 am (UTC)Here's the answer key to customers (or just mundanes in general):
Loud and obnoxious=wrong but thinks they are right
Condescending=wrong and knows it but want to make you feel bad anyway
Once you've gotten through all the add-ons at Lenscrafters they are NOT any cheaper. They also have clever tricks to get you to buy a new frame too. :P