One reason the technicians and staff at Lasik were so focused on sales was that many employees were poorly trained, or overburdened, as the company was so focused on cutting costs. Giving quality care with good technology was a low priority, because by definition the surgery had no 'repeat' customers. Like companies that sell pricey gym equipment, the priority was getting the customer in through the door, not how the customer was treated afterwards. The only customers way customers could show they were dissatisfied was through the courts.
Although on the surface, Lasik's model may have generated high revenue and expanded the company's outreach in the short run, in the long run, the damage done to the company through lawsuits and bad word-of-mouth...
Its name is synonymous with corrective surgery. However, to keep its current business model of standardized patient treatment, high volume, and low cost health care, it must also standardize its screening and surgery procedures with equal care. It must invest more of its corporate budget in improving its technology, so it can boast its success rate as well as the ease and cost of surgery. And it must also say 'no' to some customers, to save on lawsuits in the long run.
