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True Tales

When Customer Service Turns into Community Service

They used Google Translate to broadcast bad words in Spanish.

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WE ARE KIND to rude patients at first but if we didn’t do anything to upset them, we will ask them politely to leave. Here’s what got us to this point: A lady brought her granddaughter to an appointment. The woman was rude and accompanied by two very disrespectful women. They insulted staff and made fun of Spanish-speaking patients by going to Google Translate, typing bad words in Spanish and putting them on speaker. When they thought someone was called before their turn they started throwing everything on the counter at our receptionist. We called the police and had them arrested; they had to do community service. The police are now our BFFs and stop by often to make sure “no one is being abused by POP materials.” — Diana Sims, Buena Vista Optical, Chicago, IL

Since launching in 2014, INVISION has won 21 international journalism awards for its publication and website. Contact INVISION's editors at editor@invisionmag.com.

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True Tales

A Teen’s Mom is Angry the Store Is Out of Her Kid’s Third Frame

Maybe next time they should buy them in bulk.

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I got yelled at by a parent whose teenager broke his frame for the third time this year. Unfortunately, I didn’t have the frame in stock and would have to order it. I was thrashed and berated for not having the frame, and was told that I should keep “a few extra around here since you know my son breaks his glasses.” Yes, I know that. Especially since he just got the new frame off my board … four hours ago. — Elizabeth Reid, Vision Associates, Hayes, VA

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True Tales

Something Got Lost in Translation During This Exam

And the OD suffered a finger in an unexpected place.

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A LOST IN TRANSLATION story: A Spanish speaking patient and I were doing quite well getting through the exam despite not speaking each other’s language fluently. I tugged my right ear, saying look at my ear for my slit lamp work. She promptly reached over, figuring she was performing as told, and stuck her finger in my ear! Lost in translation I guess. — Brian Parker, OD, Temecula Eye Center, Temecula, CA

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True Tales

Could You Keep Your Cool if a Roach Joined You in the Exam Room?

It happened to this doc. See how he reacted.

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YEARS AGO, when I worked at a commercial practice, I was refracting a patient. I was standing to her right and spinning the dials when I looked down and noticed a cockroach sitting on her shoulder. Without a pause, I moved the near point rod down and gently placed my hand on her shoulder, at the same time flicking the roach onto the wall behind her. I completed the exam and the patient didn’t have a clue as to what transpired. — Mark Perry, OD, Vision Health Institute, Orlando, FL

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