A Tale of Two Ocularists
Or, how to build fanatical customer loyalty when you listen to your customers.
When I was blinded, something fundamental shifted inside of me. I couldn't put a finger on it then, but I knew almost immediately that there was no going back to the Jessie I'd been before.
I had no idea how to tell people this. Saying it aloud seemed to make people sad, but it didn’t particularly cause me distress. It was more a curious realization. A bit empowering, even, like I’d shed an identity and now got to remake myself.
That strange tumble of feelings clicked into place for the first time when my plastic surgeon suggested I look into getting a scleral shell. Basically, it's a thinner version of an acrylic prosthetic eye—it protects a damaged eye and fills out the eye socket a bit more, giving you a more natural look.
Scleral shells—like prosthetic eyes—are typically painted to match your remaining eye. But, it turns out, they can also be painted to look like anything you want. ;)
“People get all kinds of crazy ones,” my plastic surgeon told me. “Check out this ocularist’s Instagram, she's amazing.”
I went home, fired up Instagram, and discovered a whole world of one-eyed people living their best, most creative lives. They wore spiderweb eyes. Sparkly pink heart eyes. Glittery gold eyes that matched their party dresses.
It was the first time I’d felt real hope since that windshield shattered.
"You've been through enough already."
So I made an appointment with a well-regarded ocularist in Portland to get a scleral shell.
This ocularist was great: very informative, professional, personable. He put me at ease all through the process of taking an impression of my eye.
(Which was cold, wet, and weird. They use the same stuff that dentists use to make an impression of your teeth, but inject it into your eye socket. So . . . just imagine that, I guess.)
The only thing was, I already knew I didn’t want a realistic eye. I couldn’t tell you why, not exactly, but the idea of wearing a realistic eye—and trying to hide my injury—felt extremely uncomfortable. It was the opposite of the “no going back” energy that was taking hold of me more and more strongly.
So I asked the ocularist about getting a “fun eye.”
He shook his head.
“We don’t do those here,” he said. “And, frankly, you might think you want one, but you don’t. Clients I’ve had who got a fun eye realized it was even more traumatizing because it caused people to look at them funny.”
He gave me a kindly, patronizing smile.
“You’ve been through so much already; let’s just get you back to who you were before. Don’t put yourself through any more trauma by getting a fun eye.”
Neither my husband or I said anything then, but as we left the office my husband gave me a look. “Wow,” he said. “That guy has no idea who you are.”
"Tell me what you want."
Fortunately for me, my insurance wouldn’t cover the cost of getting an eye with that ocularist. When I learned this, I wasn’t particularly disappointed.
I’d already made an appointment with the other ocularist in Portland—the person whose Instagram I’d been directed to by my plastic surgeon. The problem was, my appointment with her was almost a year out—that’s how booked up she was.
And when I finally got in to see her, I understood why.
—> Read the rest of the post on the Story Rebel blog.