I have experienced a decline in the quality of service from the front staff. When I call in the staff often asks me what brand or what product I am calling in about. In the past the front staff would have accurate information on my file but recently I have had to write down what brand, the date, and the purpose for my eye wear. I have been told to call back several times once I gather the information they need. To me, good customer service is when the doctor's office keep accurate client records. Bad customer service is when they ask me to gather information and call them back.