I had an appointment here a few days ago, and this was my first time visiting the Torrington…read morelocation after always going to the New Milford office. This review is really two parts because one aspect of my visit was outstanding, while the other was extremely disappointing. I don't think employees who do an excellent job should receive a poor review because of decisions completely outside of their control.
The real reason I'm writing this review, and the true highlight of my visit, was the technician who helped me, Sophia.
Sophia was incredibly kind, professional, attentive, patient, and genuinely caring throughout my appointment. She turned what started as an experience that had me frustrated and ready to walk out into one of the best customer service experiences I've had in a very long time. If it hadn't been for her, I honestly don't believe I would have stayed to finish my appointment.
I'm not someone who writes reviews. In fact, this is the first review I've ever written. That's how impressed I was with Sophia. Her communication skills, attention to detail, professionalism, and ability to keep me informed every step of the way were exceptional.
What impressed me most wasn't just her technical ability, it was her emotional intelligence. She could tell I was frustrated before I had to say much, yet she remained calm, patient, respectful, and reassuring the entire time. She listened to my concerns, answered every question I had, and treated me with genuine empathy. She completely changed the direction of my visit simply by making me feel heard.
Sophia never made me feel like I was being helped by "just a technician." She was confident, knowledgeable, and explained every step of the process so well that I felt completely comfortable in her care. If nobody had told me she wasn't the doctor, I never would have questioned it.
My frustration wasn't with Sophia, it was with MyEyeDoctor's decision to schedule me with a virtual doctor.
Personally, I believe an eye exam is one of the last medical appointments that should be done virtually. Vision care should involve an in-person doctor. After Sophia completed nearly the entire exam, we waited about 20 minutes for the virtual doctor, whose portion of the appointment lasted only about two minutes. She spoke briefly, didn't ask if I had any questions, and disconnected almost immediately. The interaction felt rushed and impersonal, and it simply wasn't the level of care I've come to expect after nearly 15 years as a patient.
I can confidently say I will never choose another virtual eye appointment.
That being said, employees like Sophia are the reason customers remain loyal. She represented MyEyeDoctor with professionalism, integrity, compassion, and genuine care. She didn't just provide outstanding customer service, she retained a customer. I walked in prepared to leave frustrated and seriously consider finding another provider. I walked out because of Sophia.
I sincerely hope someone in management reads this because employees like Sophia deserve to be recognized. Outstanding employees often don't receive the credit they deserve, and I wanted to make sure hers didn't go unnoticed.
I've been a MyEyeDoctor patient for nearly 15 years. If it weren't for Sophia, this appointment likely would have been the one that caused me to leave. She was the reason I stayed.
Thank you, Sophia. You turned what could have been a terrible experience into one that reminded me why exceptional employees make all the difference.
The virtual doctor may have signed my prescription, but Sophia was the one who provided my care.
If MyEyeDoctor wants to know what outstanding patient care looks like, they already have the perfect example working in their Torrington office. Her name is Sophia.
