Due to opinionated truth-telling, I have something of a reputation in Huntsville. Readers that read and heed this column are quick to say that a particular column was really good. Those, and there are a few that disagree, do not tell me but feel encouraged to disparage what was written.

With all due modesty, I know some are better than others. Some remain in need of editing and re-writes.

In the past, I have made it a practice to occasionally name and praise certain offices or organizations that do good work. For those performing in a fashion less than outstanding, I keep names and identities confidential to protect the guilty.

The preceding has been my rule enforced by me. This was not suggested by The Item nor have they commented on column contents. Thus far, I know nothing of any pending lawsuits.

A few years ago, I enjoyed a good working relationship with employees in a (local) professional office. It had been a long-standing practice to praise performance and provide referrals to my friends. And then, something happened.

During a visit, I got a strong and distinct negative impression from everyone in the office. It was as if office personnel were doing me a large favor by allowing me to come in to their office. This came from the whole staff and I felt less than welcome.

Truthfully, I admit to being super-sensitive at times to even the smallest perceived slight or insult. Good manners do not allow me to vent rage or dissatisfaction at some one employee who possibly did not create a bad situation.

So, after my business was completed, I took a very close look at everything in the office. Why? Well, I had decided that I would never go back to that office again.

I could have asked for a session with the owner or written a letter. Either would have allowed me to make my unhappiness known. As a matter of fact, I did nothing because it was entirely possible the fault was in me

Recently, I had a most unfortunate experience with an outlet of a national organization selling eyeglasses. It was not in Huntsville and I will not divulge names nor describe the incident. After an irate but reasonably pleasant e-mail, a company spokesperson apologized and promised to look into the situation.

The facts were stated rather baldly and coldly and without emotion. Thus far, after more than six weeks, I still have had no response.

So, I decided to visit the Huntsville offices of Dr. Stephen Means in the new medical office park. This was a most pleasant experience.

At my age, I am blessed with the need for bifocals. This next is not a true blessing but I also suffer from double vision. The prescription for glasses must be carefully followed if I am to read a paper, watch television, or sit at my computer.

When I walked in, I was greeted and welcomed by more than one nice young lady. They were quick to determine why I was there and politely ushered me to a table where someone could provide services. So far, so good.

The lady that waited on me was cheerful and bright and so willing to help me select new glasses and frames. She was there to provide a service while I was there to solve my vision problem.

Going beyond the sheer mechanics of deciding what to do, we had a pleasant visit. Pricing and other options were discussed and explained. There was no hard sell and the emphasis was on solving my problem.

A quite reasonable scheduled delivery was promised. Well ahead of schedule, I was called to come in pack up new glasses.

We had minor problems fitting the glasses to my head. In quick time, this was remedied and I walked out confident that now I would see only one oncoming car.

The problem of fit required two more visits. Each time, I was greeted and welcome by someone on staff who was most willing to help me with whatever problem I might have had. Now as I write this, I remember a most pleasant experience.

At every step of the visit, employees were smiling, cheerful, and trying to please the customer/client. The entire staff was good to deal with and I apologize for not naming all of them.

Probably, any number of outlets could have provided the glasses as my prescription defined the requirements. The major and noticeable difference was service.

In looking around Huntsville, I am forced to wonder how many employees are anxious to greet and serve the public. In their defense, dealing with retail customers is not the easiest of tasks. All too often, I am made to feel like I am I am interrupting something more important.

Since my picture appears regularly in The Item, some smart business owner or manager should tell his employees to look out for this mystery shopper.

I will come back for good service.





Grady Easley is retired from gainful employment and can be reached at 219 Elkins Lake Huntsville, Texas 77340