For her birthday, Lois wanted a new pair of sunglasses, so on Saturday morning, we went off to Spectacle Warehouse to see what we could find.

While Lois was looking at sunglasses, I tried a few pairs on myself, and I found a pair that I quite liked, but I wasn’t really looking for me. Lois found a good pair of sunglasses that she wanted, and when I paid for them, they told me that they would give me the second pair that I had ben looking at – at no cost!

Now this did not happen before we had made a decision, so it was not an incentive to get my to buy. They were not running a 2 for 1 special. The sales assistant simply told me that we would have the second pair at no cost, just because she could!

That is what customer service is all about – !

• Did it cost them anything? – probably
• Will it build long-term customers? – yes
• Will we tell everybody about the great service? yes
• Did she have to do that? – no
• Will we be back? of course

Well done Spectacle Warehouse – three orchids to you.

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