February 10, 2010
Illinois Eye Institute
Ms. Nancy Demaso, Director
3241 South Michigan Avenue
Chicago, Illinois 60616-3878
FAX COPY SENT
Re: Policies of Illinois Eye Institute
Ms. Demaso:
On February 9, 2010 I entered the Illinois Eye Institute (hereinafter “Institute”) at approximately 11:00 am. I encountered your belligerent and despicable customer service person, Gladys Walker. I did not know her name at the time I entered the “Institute”, but requested it due to her responses to my concerns. After I requested her name, Ms. Walker “threw” her ID badge upon the counter and told me to “get it right.”
Regarding my visit to the “Institute”, I informed Ms. Walker that the screw that held my lens in place needed an adjustment. Due to a previous engagement, I informed her that I wanted to leave my glasses and pick them up later. Ms. Walker informed me that I could not leave my glasses for repair because of the “Institute” policy regarding leaving glasses for repair. I requested to see the policy.
Ms. Walker informed me there was no “written” policy. I informed her there had to be a written policy, or the “actionable” policy does not exist. I asked to speak to a supervisor. Ms. Walker was very obstinate and nefarious in her attitude and behavior as she turned and called upon Ms. Sherrie Leonard, stating she was a supervisor. I approached Ms. Leonard requesting her title before talking with her. I asked Ms. Leonard was she a supervisor. Ms. Leonard did not immediately answer. I asked Ms. Leonard a second time was she a supervisor, telling her that if she was not a supervisor I did not want to talk about my issue with her. Ms. Leonard decided to speak and stated she was a “lead” optician, and not a supervisor.
Ms. Leonard repeated what Ms. Walker stated; reporting that there was no written policy on leaving my glasses for repairs but that the “Institute” did not allow customers to leave their glasses for repair. I asked Ms. Leonard if I could speak to her supervisor. Ms. Leonard informed me that you were the manager, and that you were not present at this time.
I went back to Ms. Walker requesting to speak to the manager of the building. Ms. Walker called security to talk to me. I was appalled. I informed security officer Thomas Hutchinson that I did not want to speak to him, but rather, I wanted to speak to the manager of the building. Both Ms. Walker and Mr. Hutchinson told me that you were the manager of the building. Of course, I did not believe this statement.
Ms. Walker began telling the security officer that she told me to give her my glasses, and to have a seat. I informed the security officer that Ms. Walker said no such thing. I informed the security officer that Ms. Walker told me upon entering the “Institute” to have a seat, and that she at no time told me to give her my glasses and have a seat. Ms. Walker told the security officer that she asked for my glasses because my name was called. I told the security officer that Ms. Walker was lying. I informed the security officer that I was at the desk where Ms. Walker was sitting, or in close proximity, all the time I have been here; and that no one called my name to prompt Ms. Walker to ask for my glasses.
I gave my glasses to Ms. Walker. A few minutes later, a person came out calling my name. This person was polite and courteous. He informed me that he fixed my glasses, and needed to adjust them to my face. When we finished and I was about to walk out of the “Institute” when I noticed that security officer Hutchinson had called another security officer to talk about my issue. This was absurd.
Ms. Demaso, Ms. Walker is disingenuous. Ms. Walker called security officer Hutchinson because I demanded to see a manager. I have that right as a customer. This security officer attempted to intimidate and frighten me stating I was causing a disturbance by asking for a manager. I was not cursing or threatening anyone. I was aggressive and assertive in my belief and mannerism advocating for policy structure, and requesting a manager.
The “Institute” is located in an area of Chicago where disenfranchisement and disadvantages are common place. The majority of your customers are disengaged from social policies, and their implementation. Policies that affect customer satisfaction must be posted for viewing or available upon request. Policies cannot be arbitrary to customer service, that is, if you expect to conduct business in a social environment that is underserved, disenfranchised, and disadvantaged you must have written explanations for capricious actions. Customers expect, and should receive, a service that is conducive and productive to their needs and the environment. A subjective policy is unfavorable to societal development and the community in which the “Institute” finds itself.
Ms. Walker and others I encountered in the “Institute” report the “unwritten” policy regarding leaving a pair glasses for repair has been implemented due to customers not picking up their glasses. This is a preposterous reason for implementing a policy that negatively effects “all” customers because of a few. The majority of people who utilize your services are responsible for their eye care and eyewear.
Therefore, I have some suggestions for this outrageous policy. You should post this policy so that your customers can know what to expect when they take on your services. This is a common practice for most customer service. Policies that are hidden have nefarious agendas. In addition, training in appropriate customer service is needed for Ms. Walker and Mr. Hutchinson. Ms. Walker has no excuse for her behavior. She is strategically place to provide customer care that will reflect upon the “Institute”. Mr. Hutchinson may have called additional security for this situation because he was not sure of how to handle it. Especially, after making degrading remarks/statements to me after I informed him I had a Ph.D. in Social Policy. You have an interesting cast of characters working at the “Institute”. Hopefully, their attitudes and behaviors will not lead to litigation in the future.
I informed the person who serviced my glasses that I would post this writing on the Internet. People around the world need to know how the “Institute” handles customer care, customer service, and its affairs.
Respectfully submitted,
Fred Nance Jr., Ph.D.
Human Services/Social Policy Analysis
cc:
http://clickforjusticeandequality.blogspot.com/
FAX copy sent to Ms. Nancy Demaso
