Retail Customer Service - good experience!

12 October 2011 | by Chris Marsh

It seems to be a rare occasion that I experience what I consider to be good customer service (maybe its because I usually consider them all to be poor or uncomfortably over enthusiastic) so when I do, I make a point of telling people about it...

Yesterday I booked a lunchtime appointment to have my eyes tested at Specsavers in the Arndale Centre (Manchester). I haven't been for about 16 years (I think) so I was wondering if it was still as sophisticated as reading letters on a card on a plastered wall or trying to spot a UFO/dinosaur in a chewed up hard-back book...
When I arrived I was greeted with a smile and seen to straight away (OK so far, better than waiting).

I was then asked to take a seat (oh no, here we go, doctors surgery scenario with a 20 minute stare at the wall episode)...seconds later: "OK Mr.Marsh if you'd like to come through" (didn't have chance to read your magazine but OK)...

The technical tests were thorough but the opticians were very friendly and explained everything in detail (and enough that I understood it!). Unfortunately they confirmed that I was long-sighted (I'm not going to put any blame on them though!) and that I would benefit from glasses when reading, so "let's go and have a look at the range we have in-store".... (oh no, here comes the hard-sell on a pair of designer frames that will cripple by bank account).

Reasonably priced glasses picked and payment made, everything done without being pushy or making me feel like I didn't have any other option. I'm sure I could have decided to come back another day to make my purchase but you know what? I was comfortable with how they looked after me, I was their point of attention for the time I was there.

All in all it was a good experience, I'll look forward to going there again and I'd recommend them to anyone. I'd like to think that hopefully its part of the ethos of Specsavers that all staff (in every branch) treat every customer with the same level of courtesy and personal respect. We're all human with good and bad days, but if you enjoy what you do and you're enthusiastic about it, it's infectious...

This isn't a comparison to how we do things at Melbourne, I don't think we should compare how we talk to customers to other organisations (we'll just concentrate on doing the best we can).

Chris Marsh

 

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