If you’re reading this, either in KeratoScoop or on the Dry Eye Shop blog, I can almost guarantee you’re a super-involved customer. Maybe you’ve been with us for forever and have read the site top to bottom (or even read the forums, Dry Eye Zone, etc.). Hopefully you've had the chance to talk to Rebecca over the phone, hey, maybe you've even submitted your dry eye story. We know our services are unique and really treasure the personal connections we make with our customers. After working here for the last two months, I’ve really come to love answering the phones.
Last week was particularly rough though—in terms of call volume, complex followup, and all the mistakes everyone in the office seems to have made. It was The Monday from Hell.
I have a pretty high pain tolerance doing customer service (and I think I could count the number of unhappy customers I’ve had in the past two months on two hands). But there was one particular call last Monday that temporarily shut down the office so we could have a chat. I can't know your pain, how your eyes might be bothering you on that day, or what else might be out of your control on that particular day. Knowing what our customers are going through on a daily basis--realizing that we all have bad days and lash out because we have been hurt or cannot control our circumstances at least gives me perspective. It's what keeps this an isolated incident.
So, please, at the very least, if you’re going to be mean, don’t do it on a Monday.
If you’re going to insult any of our staff or make our hearts speed up and hands shake, at least save it for Tuesday…