Dh broke his glasses last night. He NEEDS his glasses and wears them all the time. He had a spare pair that is exactly the same. The only thing is the lenses were a slightly different prescription. So he decides to change out the lenses until we can get another pair.
Anyhow to cut a long story short neither of us could get one of the screws in. After fighting on with it for a while we decided we had better go to town and see if an eye glass store could give us another screw and put it in for us.
We went to one of the biggest chains of eye glass stores in Canada.
The conversation went like this:
Dh: I need a screw for my glasses (he''s showing them to her)
Me: and would it be possible for someone to put it in for us, as my husband can't see without his glasses on and I am having trouble doing it, even with my glasses on.
Store Lady: I'm sorry we can't do that as if we break them we'll be liable and you could sue us.
Me: well is there some form we can sign so you won't be liable?
Store Lady: no we can't do it.
Me: well can you at least give us another screw?
Store lady: no
Dh was about to say something, when I said fine, let's go next door to Zehrs to see if they could help. A customer who was listening to the conversation, also said go to Zehrs!!
We go to Zehrs the guy not only replaces the screw and puts it in. He also adjusts the glasses so they sit straight on dh's head. He did explain they were older so they could break. We said be as careful as possible and he was and everything turned out fine.
Dh was telling him he'll need an new pair of glasses. The guy told us about an upcoming 50% off sale from the 22nd to the 24th of November at all Loblaw's brand stores that have an Optical department. He showed dh some types of glasses that would be suitable. He told us what was involved and what he would need from out optometrist.
His customer service skills were awesome. Because of that dh will be getting two new pairs of glasses and I have made an appointment at our optometrist to see if my prescription has changed and will be getting two new lenses for my glasses if it has.
So overall the major chain store we went to originally has probably lost out on $1,000 worth of business, as dh gets all sorts of extras on his glasses. I think I will call the manager of that store and tell him that.
At the end of the day, how you treat your customer's DOES matter and customer's are your bread and butter!!
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