Are you comfortable with owning a problem that you played no part in creating? If your answer is no, you’d have a tough time fitting in at TLC Laser Eye Centers — Atlanta.
The idea is that if a customer is incurring a problem with the company, it doesn’t matter whose fault it is that the problem exists. It only matters that someone owns the problems and does everything they can to solve it so that the customer can get what they need.
This no-blame culture is part of the overall philosophy of customer satisfaction that guides the entire company, including Andrea York’s leadership of the Atlanta center.
Employees are taught that you don’t wait for guests to greet you, you greet them. You don’t point, you show. You don’t talk to other people or answer your phone when you’re helping a customer, you give all your attention to that customer. And you don’t make excuses about what you can’t do or how you can’t help customers. You work hard to find a way to get that customer what they need.
New employees at TLC will find an entire manual full of clear standards about how they are expected to conduct themselves in the company.
The consistent drive to service customers has helped TLC earn raves from those customers to the tune of a 96 percent referral rate to new potential patients to try the company.
But it’s not just the people who make a great impression on patients. The center in Atlanta comes complete with a relaxation lounge for patients and friends and family of patients, free Wi-Fi connections and a front desk with access to local restaurant menus for those who aren’t familiar with the area.
It’s a package of service that has opened many eyes in the Atlanta region.
How to reach: TLC Laser Eye Centers — Atlanta, (678) 392-4214 or www.lasik.com
