Dello Russo Laser Vision
“I have been a patient at Della Russo for years, and throughout that time, I have consistently experienced a high standard of professionalism and respect from the staff.
Unfortunately, today I had an interaction with one employee that was disappointing. After my appointment, I realized that I needed a doctor’s note. I approached the front desk calmly, explained that I had just seen the doctor, and asked for a doctor’s note.
One of the receptionists appeared somewhat agitated. I noticed her take a couple of breaths before asking me if I needed a doctor’s note. I calmly confirmed that I did. She then began pacing back and forth and called out to other employees, saying, “Hey, this guy needs a doctor’s note,” while referring to me.
I calmly responded, “Excuse me, but my name is not ‘this guy.’ Could you please use my name when referring to me?”
She continued walking as though she had not heard me, so I calmly asked if she had heard what I said. She responded, “Yes,” and then apologized.
I am sharing this review because I would like the center to be aware that this interaction occurred and, if appropriate, consider whether additional professional development or customer-service training may be helpful. I also understand that this may not reflect the employee’s usual character or behavior. She may have been under stress or dealing with a difficult moment. However, employees who work directly with the public should be mindful of how they communicate and conduct themselves in a professional setting.
I am still giving Della Russo 5 stars because I do not believe this one incident represents the center as a whole. In my years as a patient there, I have experienced professionalism, kindness, and respect from the staff. I also understand that employees can be under pressure and may be trying to manage many customers and responsibilities at once.
My only request is a simple one: please treat people with professionalism, call them by their names, and remember the importance of being kind, respectful, and empathetic.
Della Russo has provided me with many years of positive experiences, and I continue to have great respect for the center and its staff. One situation or one incident does not define an entire organization—or a person.”
