Eyes wide shut
At what point does customer service begins and ends to you? Does it begin during your purchase of a certain goods/services or even before you decide to buy? Or is customer service just after sales service to you?
Last week i went to shop for contact lenses with my wife at 1utama. We randomly walked into any optical shops we could find as we didn’t have much time to spare with baby in tow. We came across this shop called Optique Avenue by Paris Miki and before we enter, my wife said ” Please ask if they charge for an eye test? I need to test before buying a new pair of contact lens”. I was shocked as to why my wife asked this puzzling question- Don’t all optical shops provide FREE eye tests? So we went in and i asked the sales ladies if they have contact lens and if they charge for eye tests.
The sales lady replied, “Yes sir, its RM3.00 (My wife insists that she heard it as RM30) but its FREE if you buy contact lens from us. Flabbergasted, i asked them “What if after the test and you dont have the particular lens with the right power?”
She replied “Oh, then we will order for you!” .
Hmn…..you probably guessed it = i told my wife that we can get better service (a.k.a. FREE EYE TEST) from other optical shops. We then came across England Optical in the old wing of 1utama and true enough, the staffs there were friendly and more than happy to give us the free eye test.
Regardless of whether we are buying anything from them! After a quick 5 min eye test, we were about to buy from them but the prices were a bit steep, so too bad we decided to try another shop.
The last shop that we went to was probably the best optical shop in 1utama. its a very small scale “mom and pop” style shop and the staffs & tauke were very friendly. They didnt charge for eye test and they actually took around 15min to do a proper eye tests and give recommendation on what lens power my wife should use. Also the price of the lenses there were the cheapest out of 4 shops we went to in all of 1utama.
I had a chance to speak with the tauke (at least i think HE is the tauke) and i asked him
Q : why some shops in 1u CHARGE for eye test?
A: “its probably bcos they had too many customers going for eye tests and not buying.”
Q: “But wait, dont all optical shops provide free eye tests anyways? so whats the big deal ?”
A : Well, its a malaysian practice. In spore, you actually have to pay S$20, regardless or whether you buy anything or not!”
Oh yeah, before we left, we also took pics of the tauke with my son for my other blog “PROJECT 1000” (Click to visit and also some customers of his at the shops.
SO there you have it. now coming back to the original question on the start of this post, i feel that customer service begins even before a customer transacts with any businesses. I feel especially today, in this globalized, web 2.0 and media centric market, one good customer service stories will really make or break a business reputation.
What are your thoughts? leave me a comment!
Posted on August 21, 2008, in THE GOOD and tagged 1u, 1utama, contact lenses, england optical, my eye, my eye optical shop, optique avenue, paris miki, project 1000, project 1k. Bookmark the permalink. 15 Comments.