by Keith Benjamin | Nov 15, 2012 | Blog
I’m sure you’ve seen it. It’s spread across Facebook and the rest of the internet like a plague. Every time I see it angers me. And it astounds me to see the people that perpetuate it. When you buy from a small "mom and pop" business, you are not helping a CEO buy a...
by Keith Benjamin | Mar 23, 2012 | Blog
I recently came across this post on Google+. Shocking service from an optician who has just sent me an email saying please don't post negative things about us as it drives small businesses to the wall... then please get your act together and start delivering what you...
by Keith Benjamin | Mar 8, 2012 | Blog
Not long ago, an optician customer began to notice a consistent problem with prism in our freeform product. The deviations were only around a two to three degrees and maybe .25 diopters. His patients hadn't noticed, but the fact that he was seeing the problem only in...
by Keith Benjamin | Nov 24, 2009 | Blog, Uncategorized
How do you handle no-shows? Dr. Neil Gailmard, editor of Optometric Management’s Tip of the Week points out this seemingly innocuous policy decision is a window to the core of your customer service philosophy. Do you let them slide? Do you give them stern warnings?...
by Keith Benjamin | Nov 9, 2009 | Blog, Uncategorized
Nothing is more powerful in growing your business than word of mouth. So, after you’ve knocked your customers’ socks off with your unforgettable brand of customer service, give them a couple of gift certificates (for your store, of course) to be shared only with...
