Power of Positive Feedback

The other night, I went down to Conseco Fieldhouse to check out the WNBA Indiana Fever game and support the local team.  As a self-proclaimed basketball junkie, I love watching these women play and I truly enjoy seeing how passionate the fans in Indianapolis are about their basketball teams.

While at the game, I was talking to another fan and he informed me that he has been a patient of Dr. Tavel for over 20 years.  He informed me that he has been going to the Greenwood Dr. Tavel Family Eye Care for a long time to get his eyes examined and to buy eyeglasses.  My first question when I talk to a Dr. Tavel patient is always “How was the service?”  The reason is that I know patients can get glasses and lenses anywhere and with on-line options for contact lenses, they can go even more places for that.  If we aren’t providing excellent customer service, we aren’t doing our job and we are going to lose our patients to a competitor.

The good news is that he was very happy with the service provided.  As tends to happen, he accidentally sat on his glasses and needed them to be adjusted.  He explained what happened to one of our opticians and she quickly fixed the glasses so they fit right again.  He told me that it was done as a complimentary service at no charge.  It is always good to hear from Dr. Tavel’s patients, especially when they see the vision values that our eye doctors and staff provide.

The key to this experience is that people talk and they are more than willing to tell others about their experience, whether it be positive or negative.  To have been in business as long as we have at Dr. Tavel, we know that our success as Indiana Eye Doctors lies in our ability to provide eye examinations and customer service that far exceeds our patients’ expectations.