When a client comes in for an annual checkup or to pick up a new set of eyewear, ask:
“Do you have your sunglasses with you so I can give them a tuneup?
WHY? It’s a surprising offer to make, a clear signal that your business goes above-and-beyond to keep its customers happy. You can further build your reputation as a professional by explaining what kind of adjustments you’re making and how they will help the client feel more comfortable and see better. No matter how much you’re tempted, don’t try to sell when offering this free service. Doing so would undermine the client’s sense of your generosity. (One exception: If you believe the eyewear is dangerous in some way and that the client urgently needs to upgrade.)
This article originally appeared in the March 2015 edition of INVISION.
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