The single most difficult thing to copy is exceptional customer service.
We live in a world where we are spoilt for choice, value and convenience, and the same cannot be said for good old fashioned, personalised customer service. The best performing retailers and service organisations understand that true growth occurs because their customers love doing business with them and sing their praises to neighbours, friends and colleagues. This is the only kind of growth that can be sustained over the long term. A face to face visit with your patient is the ideal time to create a WOW experience which generates positive word of mouth, patient loyalty and repeat visits.
ProWOW Experience at Southern Optical in NSW
When deciding whether or not to introduce Maui Jim sunglasses into their store, the team at Southern Optical were a bit hesitant, as it was a big outlay and they are a small practice. Their rep at Maui Jim assured them that if the frames didn’t work out for them, they could return them for a full refund. Much to their delight, the sunglasses have been a great seller and have become a draw card for the practice!
One of their patients purchased a pair of Maui Jim multi-focal sunglasses in May this year and absolutely loved them. Unfortunately, her son’s dog decided they were pretty good too and decided to eat them! She came back to the practice prepared to buy a new pair, so the team decided to call their rep to see if there was some way he could discount them for her. Much to their surprise, Maui Jim offered to replace the sunglasses free of charge! You can just imagine the patient’s joy when they told her, and her loyalty to Maui sunglasses only grew stronger.
Because of the customer focus and care from Maui Jim and the team at Southern Optical, they now have a customer for life.
