**My Experience on October 28 – Customer Service Review**
On October 28, I visited this clinic for a two-day test recommended by my cardiologist. I arrived at 10:40 a.m.
A gentleman called my name, and I followed him inside. First, he asked me to check my weight. However, the way he spoke to me was very rude. He told me to stand in a particular place and not touch anything, in a manner that made me feel as though I were a child.
After that, he took me to a room. Again, he spoke to me disrespectfully, telling me not to sit down and to stand in a particular place. I ignored his attitude and waited for further instructions. Eventually, he asked me to sit down and began asking some medical questions, which I answered.
Then he asked whether I had ever had a heart attack. I explained that I had already told him about my open-heart surgery. He responded by saying that a bypass and a heart attack are two different things. This was the first time I had heard such an explanation from a staff member at this clinic.
I told him that this was already my fourth visit to the clinic and that nobody had ever questioned me in this manner before. I also explained that, from the beginning, he had treated me rudely and shown me no respect. I told him that if he did not want to provide proper service, I could leave and inform my specialist about the experience.
We then went to speak with the manager, Kelly, who handled the situation very professionally. I was impressed by the way she listened to me and managed the issue calmly and respectfully.
I am also an airport manager and have many staff members working under me. I learned a valuable lesson from Kelly about how to handle a customer complaint professionally and respectfully.
I explained to Kelly that I had been coming to this clinic for a long time and that another staff member, Gunain, had always provided wonderful service. I could not understand why this gentleman had treated me so differently.
Kelly offered to assign another staff member to assist me, but I told her that there was no need for any further concern. The tests continued over the two days, and the female staff members who assisted me were very respectful, kind, and professional.
Three years ago, I gave this clinic a five-star review because of its fantastic customer service. Unfortunately, this time, my experience was very disappointing because of the way one staff member treated me.
**However, thanks to Kelly and the other staff members who treated me with kindness and respect, I am still giving this clinic five stars.** Their professionalism made a real difference and helped restore my confidence in the clinic.
I hope management will take this feedback seriously and remind all staff members that every patient deserves to be treated with dignity, patience, and respect.
416-431-5885