Article Date: 10/1/2004

AS THE LENS TURNS: AN EYECARE DRAMA IN FOUR PARTS
PART 4: THE DAY IS DONE
BY SUE CONNELLY, FCLSA, Apple Valley, Minn.

Constance C., our heroine, has had quite a day in Dr. C. Welle's office. She deftly handled Ed G.'s price questions. She graciously apologized when Marv E.'s contact lenses weren't ready. And she kept Ann C. as a satisfied patient by being proactive when she asked for her contact lens prescription.

But now she's facing Earl E., known far and wide for his impatience. Constance C. doesn't quite know how to tell him that Dr. C. Welle is running 45 minutes late. Dreading Earl E.'s legendary temper, Constance C. watches as he heads toward her.

Gruffly, he snaps, "I'm early. And the doctor better be on time."

She ponders her options: Say nothing and maybe he won't notice the time? Blame the doctor for the delay? Blame the other patients? None seems positive. Then it hits her. Do what's right.

"Mr. Earl E., I'm sorry, the doctor had some unexpected delays, and it may be 45 minutes before he can see you. Would you prefer to wait or reschedule your appointment? I apologize for the inconvenience."

Caught off guard by Constance C.'s honesty and sincere apology, Earl E. accepts the news calmly and chooses to wait. (Besides, this office has good magazines and hot coffee.)

Later, Constance C. smiles to herself as she says "goodnight" to the last patient. All in all, it's been a very good day.

 


Contact Lens Spectrum, Issue: October 2004