Pearle Vision left me speechless
November 27th, 2007 Posted in Grade AAn absolutely flawless customer experience guarantees Pearle Vision a customer for life
Background: I am getting myself organized for an upcoming trip to Senegal, West Africa where I was once a Peace Corps Volunteer and where my my wife and children are now vacationing and awaiting my imminent arrival. The list of things to do is nearly endless and includes getting presents for my Senegalese relatives, new dresses for my two girls, some Splenda for a diabetic uncle and a few boxes of macaroni and cheese. I also needed to get my glasses fixed as I wanted to make sure that I had a backup in case of any problems with my contacts. I visited a nearby Pearle Vision location to have them repaired this past weekend and was delighted by the customer experience.
What was done right: I walked in, was greeted by a cheerful employee and told her that I needed to get my glasses repaired. She took them, fixed them and returned them in 5 minutes. No questions, no issues, no sales pitch - nothing. She didn’t even inquire if I was a customer or if the glasses had originally been purchased there (they had). I walked out in a pleasant, even buoyant mood and was reminded of the tremendous impact and impression a good customer experience can make.
What was done wrong: Nothing. It was a memorably good customer experience and I am now a loyal Pearle Vision customer.
