Georgie J. on BirdEye
3 months ago
03/23/2021, 19:15 PM
I love this dentist and all of the hygienists and up until a few weeks ago , the office staff were very friendly. However, when I visited in early March this year, the office staff had changed and one particular front desk representative is truly lacking customer service skills.
I was in for my son’s teeth cleaning 2-3 weeks prior to coming back to get a filling for him this past Monday . I had scheduled the appointment with this person and it was a 5:30 pm appointment which I was grateful to have. They called me on a Thursday or Friday to confirm my son”s appointment Which I did. confirm. They then called me on Monday morning (day of the appointment) after I was already work and my son was at his job that he is working during spring break. They told me they had made a scheduling error and if I couldn’t come a half hour earlier they may not have time to complete all that was needed. The fact that they asked me to do this is most certainly NOT the problem. Anyone can make a mistake. It is the conversation and visit that followed.
I explained to this front desk associate that I had already taken off a half hour early and an hour prior to my son’s appointment to be sure we were on time. Then I explained to her that I was at work and so was my son and I had to travel to the east side of Indy from the south side to pick my son up from work prior to the appointment. At this point, the front desk representative who has scheduled the appointment became agitated and also became condescending when I tried to explain that my son and myself had obligations to our own employers and could not abruptly leave. She not once made even the most generic apology and just said she’d take it to her boss. We ended the conversation with me agreeing to be there as early as possible .
Not wanting to miss my son’s appointment, I rushed through rush hour traffic there and back and ended up being 14 minutes early at 5:16 pm. Then we waited. This employee called me back to settle the bill for the day at that time because as she started she may kit be there at the end of the appointment. I hear that as her making a scheduling error but she still wants to leave on time. Still not even a “ fake” apology. At that point I had lose patience with her snippy demeanor and explained to her my frustration over the incident and that even with us rushing to the appointment that they still did not get my son in until the scheduled 5:30 time. Still no apology or sincerity . However she did argue with me at which point I told her that I was upset and that I believed I had a right to be. Still no apology. She stated to me “it’s only been five mintutws. I asked her to leave it at that and paid the balance due. she continued by stating “okay Sheri” Which was flippant and what seemed to be her attempt to have the final word.
Still no apology. I never once raised my voice to her but did voice concern.
The point is that no matter how awesome the dentist is, the front desk is the face of you business. A simple apology at one point and the absence of sarcasm goes a long way. I didn’t want to make a scene so I let it go. Then I waited to write this review until the next day so I had time to calm down and rationalize. I still felt it necessary more than 24 hours later. I searched the website of this place to make a private complaint but found no option. The only thing I could do was write this review or call the office and speak to the same person that I have the complaint about.
My advice is to please train your new front desk employee with some soft skills and compassion and help her understand the need for taking ownership of a situation.and apologizing . Front desk is everything! It is the face of any company. I had to give 3 stars because if I don’t feel comfortable waking through your “front door,,”. I don’t really care who is inside.