Undervalued Brushed off

Specsavers Tambotie Mall Randfontein Mr Douw I understand rules are tight but I was disappointed that there wasn't any flexibility for a ten minute delay from my side. That was due to an urgent matter that just cropped up suddenly just before my husband's appointment. It was something that needed his attention. Mr Douw will recall that when he came out he said you need to reschedule and just then my husband received a call regarding the urgent matter he was trying to resolve. When my husband returned he asked what does Douw have to say. He was very angry that he took off from work and now told to reschedule as the appointments are only for 30 Min per patient. I then asked surely you can ask your other clients if they won't mind to wait ten minutes longer seen we had an issue. Douws respond was No, the client's complain. Where is the empathy and humanity in your business??? This made us feel undervalued as my entire family consults with this practice. Mr Douw the optometrist didn't even seen to want to accomodate my husband. We then drove to Medicross Spec-Savers in Krugersdorp (another franchise) explained what had happened and they were surprised that we were not accommodated. We were received with utmost respect and care. We didn't have an appointment, yet we were seen too. Ten minutes later is relatively small especially if another branch handed his situation differently shows flexibility. What stands out to me is difference in attitude. Feeling heard and respected matters just as much as the appointment itself. I felt brushed off especially when my whole family supports this branch. Then it's not just about a ten minute late anymore. It's about feeling undervalued as a loyal client. When you support a place regularly you naturally expect a bit of understanding. Being made to feel brushed off makes you dismissive almost like your history with them didn't matter. On upon meeting another client at the other branch was shocking that she too had an ugly experience. This business forgets that service is not about policy, it's about relationships especially in health care. Loyalty goes both ways. If a practice wants long term clients they need to make people feel valued, not like an inconvenience!!! If anything this experience just showed me that you don't have to except service that makes you feel small. Medicross Spec-Savers Krugersdorp aThumps up👍 The optometrist there is really awesome and explains well. Mr Douw at Tambotie Mall Randfontein, really disappointed in the way you handle your practise. Sad indeed....So if a client has many questions and goes over the time limit of half an hour, do u brush them off and say Sorry!! you need to leave next customer please......lol