Jackie Danicki

Two customer service stories from the last two days:

1) My friend Kelly went to Banana Republic and spent several hundred dollars on a new suit. The cashier threw it into a paper bag as if it were a t-shirt. What should have been an easy win for BR - putting it into a garment bag, making Kelly feel as if her custom were appreciated - turned into a big loss. She left disappointed and annoyed at how what was, to her, a very special purchase, had been downgraded by Banana Republic to just another sale. Even Macy’s puts its relatively inexpensive dresses and suits into garment bags.

2) I have badly needed new contact lenses for more than a year. Because I am horrendous at making appointments for such things, I’ve been wearing a right lens from one old set and a left lens from another. One of them, a daily use lens that I’ve worn off and on for the last year, had a torn edge. The other had deposits the size of Hillary Clinton’s delusions. I’m embarrassed to tell you how bad I am at taking care of myself in these ways, but happy to tell you that I have finally sorted it out.

Eye Tech Optical is on the corner of 7th and Walnut in downtown Cincinnati. I walked in, found out how competitively priced their exams were ($50 for exam and contact lens fitting), and asked to make an appointment. They were able to take me right then - even better.

Everyone at Eye Tech, from the woman at reception to the optician (Anthony Stone) and the man who helped me pick out the exact lenses I wanted, made me feel like a valued customer. They took time with me. They were personable but not in a fake, horrible way. They helped me to save quite a bit of money, even giving me a $50 pair of colored contacts (just for fun) for $10.

I got a year’s worth of lenses from Eye Tech for $64. Contacts have become another commodity with mail order and then internet sales sparking big competition. I don’t even consider it worth my while to comparison shop and see if I could get the same lenses for less online, as I was treated so well by Eye Tech. I find myself eager to give them more of my money, and to tell others what a delightful experience awaits them if they go there, too.

You can’t commoditize customer service. Businesses that figure that out have a much better chance of long-term survival. This is totally unoriginal thought and indeed quite basic stuff. I’m just happy to have found, on my doorstep, one of the few companies that gets it.

Eye Tech Optical
645 Walnut St
Cincinnati, OH 45202
(513) 421-2911

Filed under: Life