Dr. Kevin Daniel Schmidt, OD

I have been a patient of Eyecare Plus at Hickory Hollow for many years and have always trusted the doctors and staff. Unfortunately, my experience during my annual visit today was so unacceptable that I informed both doctors that I would no longer be doing business with this practice. The reason for my decision was the behavior of a front office employee named Michelle. Front office personnel are the face of a business and often determine a customer's overall impression of the company. In my experience today, Michelle was rude, aggressive, confrontational, and unprofessional. After I informed the doctors that I would not be returning as a patient, Michelle became visibly upset. She loudly told me that I was not allowed to speak with my eye doctors and instructed other front desk employees not to assist me. Her behavior was embarrassing, hostile, and completely inappropriate for a customer service environment. What made the situation even more concerning was that my eyes had just been… fully dilated, making it difficult for me to see. Rather than showing concern for my safety and well-being, Michelle's actions made me feel unwelcome and intimidated. I felt as though she was attempting to force me out of the office. One negative employee can severely damage the reputation of an otherwise good business. It is unfortunate that after many years as a loyal patient, my relationship with this practice ended because of the conduct of a single staff member. I hope management takes this complaint seriously and reviews how patients are treated at the front desk. No customer should be subjected to the type of treatment I experienced today. Feel free to contact me for any more information