1-800 Contacts: a great example of advantage-making that pays off instantly
This is not an ad. It is a note to say thank you to both 1-800-Contacts, the business, and to Jennifer, the service representative, in particular. And the thank you is specifically an appreciation of their individual and business Advantage-Making culture and skill.
I was calling to re-order my contacts. A small chore, but I had been putting it off. Getting put on hold, fumbling for eye Doc information is not my idea of something I look forward to, so I procrastinate.
One of the easiest ways to spot advantage-making is how the front line service people interact with their customers. Most of us have encountered doing business with people who are overworked, tired, frustrated, under 'attack' like at the airline counter. This seldom ends well.
Advantage-making goes beyond just finding a nice person - that is always a good start. And Jennifer certainly is that. When I recently re-ordered my contacts I was reminded and really appreciated what it was like to be in good hands. People who are solving your problems rather than putting up road blocks and obstacles, and when its done well it almost seems invisible.
That is exactly the service and solution that Jennifer from 1-800-Contacts provided for me. And the kicker is i ordered a years supply instead of the usual month or two supply. So they benefitted by helping me. And it wasn't just the price, which added to my appreciation. This wasn't life changing, but it was life enhancing. It really was the oft used phrase but seldom believed, 'it's a pleasure doing business with you."
The owners, leaders and company obviously gave her ways to solve problems in advance, anticipating people's concerns and providing a solution that I would want without adding to my burden. If you want to know how to set up a customer facing business that keeps customers coming back for more, and ordering higher amounts then i would suggest you check out 1-800-Contacts.
And again, thank you Jennifer.
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You know they also price match with online websites, just not Costco because Costco is SOOOOOO much cheaper! 1-800 Contacts is there purely for their suburb customer service.
Jess -
What is the cost of poor customer service? Studies have shown that 6 in 10 walk away and bad mouth the business. Their superb customer services, as you stated, is worth a significant amount for customers.
Value is in the eyes of the beholder, and an advantage for both customer and business.