Friday, for the second time in three weeks, the same screw came loose in the frames of my eyeglasses. Since the frames are several years old, I figured I’d go back to Eyemasters and buy a new pair. I’m a long time customer of theirs, having bought my last five or six sets of glasses there. We also purchased my sons’ glasses there.
I went in to see them and explained that this was the second time in three weeks. The thread was probably stripped so I thought I would need a new pair of frames. That was my expectation.
But it turns out that they know more about eyeglasses and frames than I. Instead of trying to sell me a new set, the associate replaced the screw with a slightly larger screw known as a tapping or self-tapping screw. At no charge.
Aside #1: Note that I thought my need was a new pair of frames. But the associate correctly identified my need as frames that functioned as they are supposed to.
Aside #2: The associate didn’t consult any CRM database, he just flat out exceeded my needs. The two associates who interacted with me realized, either from my conversation or by recognizing the frames, that I had purchased them there. Neither had waited on my before so I don’t think I was recognized.
The associate passed up an opportunity to sell me a pair of $100 frames. I’d have never known the difference. He didn’t know I ‘d go on twitter and compliment Eyemasters or that I would write a blog post about it. He just offered me the same great customer service that nearly every customer receives at Eyemasters.
I walked out of there extremely happy that I didn’t have to spend $100.
Here’s why they retain me as a customer.
□ Wide selection of frames
□ Quality lens
□ Extraordinary customer service even after the sale
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