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Broken Eyeglasses- another missed WOM opportunity Featured

Have you ever had one of those little damned screws come out from your eye glasses?


Needless to say it is very frustruating! I decided to go to the local Sears store (Optical Dept) and get it fixed before I lost the expensive lens. I was the first customer in the optical department and I don't know if you have ever been there but it usually is fairly slow – even during the Christmas holiday.

The nice woman at the counter asked if I needed any help and told her about my glasses needing to be fixed. She said, "That replacement screw will cost $5.00". I said that would be fine. "It will take me a few minutes, if you want to shop around…". I told her no problem. I wandered into the tool department, half blind. After I killed 10 minutes I walked back into the Optical Dept and the woman said, "I have your glasses fixed but noticed that the nose bridges are worn, did you want me to replace those…it would be another $5-$10? I said, "No thanks, I am going to get them replaced within the next month."

Now how am I going to pass on a good optical business recommendation to Sears? A number of things that she could of done to get my business and tell the world about this great optical business that I love to recommend:

1. The cost of screw and time that it took to fix the glasses wasn't important. They could of said, "We love to do this for you – call it our holiday gift to you…by the way we also replaced your nose bridges…at no cost! Do you have an emergency set of glasses in case it happens again?

2. So, I am half blind without my glasses. It really doesn't do any good have me wandering around the store because I am not going to buy anything. But if they gave me some temporaries I could have gone into the electronic department and watched some television and contemplated about buying a new set.

3. Get an opportunity to introduce yourself and get on a first name basis with the customer. 

4. How long has it been since you have been for your eyes checked? I could have slip you in right now to see the optomotrist and get your eyes checked for a special price of $49.99! That would be convenient since I am waiting and I need to have it done!

Hmm. Your thoughts or suggestions?


© 2011 Michael Johnson - Inkspot Graphics. All rights reserved

Read 2767 times Last modified on Tuesday, 20 December 2011 11:34

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I am a company that does high end, small run digital printing in the Porland area. 80% of all jobs submitted require manipulation. This is time consuming and adds cost to the client. Inkspot Graphics is in the 20% that goes from email to paper in less than 15 minutes. Mike's artwork is top-notch!