Somebody's NOT Missing the Boat – Part 2
In Part 1, I discussed the amazing client experience I had in deciding if I wanted to experience the LASIK surgery—a scary procedure when you think about your eyes and a laser in the same thought. The first part took us through the appointment process. Now the time up through the procedure.
After leaving, I e-mailed Saundra with some questions regarding coffee the day of the procedure and what to wear. She responded within 8 hours very cordially and very efficiently. (NOTE—I am not including my experience at Costco where I went to have my prescription for eye drops filled except to say that it was about 25% of the cost quoted to me by the surgeon’s office.)
About 7 days before surgery, I received my first e-mail reminding me to start the eye drops and making sure I didn’t have any questions. 6 days before surgery, I received a text message reminding me that my appointment was scheduled and to reply “C” to confirm. Which I did promptly and in return received a thank you text and phone number to call with any questions. 3 days prior to surgery, I received a phone message from a live person reminding of the procedure date and time; recommending that all paperwork be filled out prior to the surgery date; and letting me know that there is no reason to call back unless there was a problem. Finally, facing a 400 PM surgery, I received a final text at 200 PM on surgery day re-confirming everything. Phone, e-mail, text, and I didn’t mind any of them.
On the day of the procedure, I arrived at the office with my wife at the appointed time, checked in, confirmed the paperwork, finalized the method of payment, and confirmed that both eyes were being fixed for monovision. I returned to sit with my wife for about 25 minutes when a nurse asked me to follow him to the back for preliminary testing. I kissed my wife goodbye and told her where the will was.
The nurse, very effectively and very efficiently ran through the confirmatory tests to ensure my eyes were good to go. I was asked to wait in an exam room for the OD to come in for a final walk through. In less than 5 minutes, the same doctor from the prior visit walked in, talked me through what to expect, told me I was a great candidate and which me good luck. It was time….
The nurse brought me to a quiet area with dimmed lights and couches where he proceeded to administer a series of eye drops and the awaited for Xanax. I guess they don’t want you to panic and get up from the surgical table too early. About fifteen minutes later, with a slight buzz and no glasses, no contacts, and no clue, I was lead into the surgery suite where the surgical nurse administered some additional drops to completely numb my eyes. Finally, after two visits, I met the surgeon who greeted me, shook my hand, asked me if I was nervous and then again reconfirmed the procedure I was going to have, checked my eyes through a fancy device where he actually put marks on my now numb corneas and lead to the procedure area.
The surgery itself lasted about 5 minutes. Between eyes, they asked if everything was OK and all I could answer was yes except for the smell of burning cornea. The completed the second eye. We all took a picture together, the doctor and I and the apparatus. That was it.
The nurse walked me out to a small area where I received another ½ Xanax some final instructions and a huge thank you.
A phone call the next day was received checking no how I was doing. An e-mail thank you followed shortly thereafter. And about 4 days post-op, a client satisfaction survey.
What rating do you think I gave for every question? EXTREMELY SATISFIED!!
And I was.
And I am.
And he and his team will be referred to forever.
Was the experience worth $5000? Every penny of it!
Can you create a similar experience for your clients? You better!!!
Or else somebody else will.
About Dr. Peter Weinstein: Dr. Weinstein attended Cornell University undergraduate and the University of Illinois to receive his DVM. After graduation, he worked as an associate for three years before opening his practice.
While running his practice he identified the need for business acumen to make his practice successful. While managing and practicing full time, he attended University of Redlands to receive his MBA.
Politically, he served as President of the Southern California Veterinary Medical Association and the California Veterinary Medical Association and is a Past-President for VetPartners, the national consultants association. Additionally, he acted as Medical Director overseeing the Claims Department for Veterinary Pet Insurance.
Dr. Weinstein provides small business and corporate consulting via his company, PAW Consulting.
In 2007, with Dr. Steven Kornfeld, Dr. Weinstein created Veterinary Success Services to provide coaching and consulting services that are accessible from the comfort of your home or officee. www.veterinarysuccessservices.com
Presently, Dr. Weinstein is the Executive Director for the Southern California Veterinary Medical Association.
Dr. Weinstein has spoken and written extensively on practice management, team building, leadership, collegiality, marketing, and other topics focused on making the veterinary profession better for all those affiliated with it.