1.      Be Personal – We create relationships with people

2.      Maintain customer focus – Listen and help find solutions to customer requirements or needs

3.      Think long term – great service is built over time

4.      Be Service Driven – It’s not just about the sale

5.      Make their day!  We are all consumers – Put yourself in the customer’s shoes.

6.      Be Memorable – Give them a reason to return.

7.      Share the Experience – Make it easy for them to share with their friends and family.

Great customer service is the number one referral tool – and if you don’t believe that, you should think about great experiences you have had and whether you have told others about them. In the more than 20 years that Pildes Optical has been in the retail eye care business on NYC’s Upper West Side, I have tried very hard to maintain a great customer service philosophy. I have always got a kick out of helping people and the reward is very often happiness for both the customer and the provider – and often results in a long term relationship.

A case in point: Last week a mother came into the store with her child who had broken her frame. They were in dire need for any kind of solution. I knew immediately that the frame was not from my store as it was a specially manufactured overseas. It would have taken about six months to order a new frame for this child who clearly was struggling to see without her glasses.  It was the child’s only pair of eyeglasses with her current prescription.

Without hesitating, my technician and I jumped in and together we started looking for a solution. It required some ingenuity plus the willingness to help someone on a human level.  We tried a few things and vióla – we found a way to fix the glasses.  The mother and child were so grateful and appreciative of our efforts and thrilled that we had succeeded. The out pouring of thanks could not be measured in dollars and cents especially since we did not charge for the repair. Their thanks were reward enough.

It’s all about service, service, service………with a smile!

What is your definition of great customer service?

Debrillators in stores can save lives.

Last year I became certified in CPR and the use of an AED (Automated External Defibrillator). At Pildes Optical, I now have a defibrillator in the store and I hope I never have to use it. But if I need to, I will know what to do.

You too can become certified in this training. I was trained and certified by Core  Medical Systems.  Click on the link and take the first step.  Someone’s life may depend on it.