How Visionworks at Southdale in Edina Got It Right

Visionworks glasses

Recently I decided to get a new pair of glasses. I strolled into a nearby Visionworks at Southdale in Edina, and began the arduous task of picking out a frame.

Over the course of two visits, I found the right one. The guy who helped me was super-attentive. When it came time to pay up, I tried all my best negotiating lines on him. For each, he was able to address my objection with complete professionalism and effectiveness. Impressive.

After wearing them for a couple hours, I found them uncomfortable, so I went back for an adjustment.

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I left satisfied the problem was solved, but it wasn’t. I returned eight times.

I probably worked with every employee in that store. They were all helpful, understanding, and decent people; convincing me they were committed to my satisfaction. Nobody even hinted that maybe I was just picky (I didn’t think I was and certainly didn’t want others to think that about me).

On the way in to my eighth adjustment, I decided the frames didn’t fit my head properly and never would. It was time to put Visionworks to the test. I was going to take them up on their 30-day satisfaction guarantee.

When I told them I wanted a new frame. They didn’t even blink. Instead, it was back to the frame displays to find the right one for me. I felt like a brand new customer, and they were doing the best they could to help me find the right pair of glasses.

Now that’s customer service. Thanks Visionworks.

By Tom LaForce

Tom LaForce helps companies change by creating stronger teams, more effective leaders, and better processes. To discuss a challenge you're facing, use this link to schedule a free discovery call.