“He was lively and engaging and approached the subject with humour”

In laser eye surgery, one of the biggest factors in the rapid popularisation of LASIK over its predecessors like PRK is the near ubiquitiousness of what is known as the “Wow” effect.

The “Wow” effect is often seen mere moments after a LASIK operation, once the patient sits up on the bed and opens their new eyes for the first time and says “Wow!” Having personally witnessed at several dozen LASIK operations and reviewed several dozen more LASIK videos, I can attest that it is a pretty reliable utterance.

But what if you’re not fortunate enough to have the “Wow” effect built into your service? And if you do in fact have a built in “Wow” factor, how can you apply the concept to the other aspects of your business?

The most intriguing topic were the different personality traits of ‘customers’ and exceeding customer’s expectations rather than just meeting them. I feel I will be able to utilise knowing what signs to look out for to assess a patient’s state of mind and how to respond to them. Also, I will be looking for areas where we can offer the ‘wow’ factor to our customers to set us apart from other providers. Rod Solar was lively and engaging and approached the subject with humour, which I feel endeared the participants to him and the subject matter.

Patient Services Advisor, Yorkshire Eye Hospital, Leeds