Dear Dr. Gallardo, Thank you very much for taking me from Dr. W on such short notice. You literally saved my day, Friday the 13th! I have to tell you as a professional observer and consultant to many small business, I was very impressed with your practice. 1 – Your staff quickly processed me in and assured me that I would be quickly seen. 2 -Upon arrival in the treatment room, each of your treatment staff came by personally introduced themselves to me, shook my hand and one even removed her mask so I could see her face. This says so much about your practices commitment to care and practice branding, my area of specialty. 3 – Upon relocation into the 2nd treatment room, your staff placed the TV on CNN for me, covered me with a surgical blanket, asked about my comfort and reassured me you were the expert surgeon to resolve my situation. 4 – Your beside manner was very appreciated – polite, but to the business hand. I could hear how you were interacting with your staff, giving guidance, “No we can’t use that one, because it’s bent; get another. Did you test it? Test it before you give it to me” and “No not that one, the one on the right will do well.” Each time your staff adjusted course, providing you what you requested quickly, correctly and without a lot of dialog. 5 – The procedure was less than 20 minutes once you started; your staff post-op explained to me what I could/could not eat. Provided me with a bottle of COLD water (very appreciated) and a hot towel. That surprised me and was a great way to wrap up the visit. 6 – On the way out, your staff thanked me and had my prescriptions printed and waiting for me while I booked my two-week follow up. So, I have to tell you: very smooth. Few practices have this flow of process seamless of procedure that yours do. I was never once made to feel that I was imposing or skewing your afternoon schedule. You treated me as if one of your one. WOW, What a great experience. I can only assume you have the metrics to measure these activities and use them to better leverage your practice, branding and revenue. Again, Thank you Dr. Gallardo.