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This Optical Manager’s Superpower? A Mastery of Selective Verbiage




Alter EgoJennifer DuQuano
Base of operationsNuVue Optical, Charlotte, NC

How do you win hearts, minds and sales contests? A mastery of words is a good start. Such is the power of Word Girl Jennifer DuQuano, manager of NuVue Optical in Charlotte, NC. Like her idol — Jean Grey of X-Men fame — DuQuano has the power to change minds. Not with telepathy, but with talk.

“I believe words matter! Selective verbiage is key when achieving your desired outcome,” she says.

A recent client who purchased new eyewear was ecstatic with her decision and “couldn’t wait” to come pick them up. All was well until the dreaded villain Backorder showed up. The much-anticipated frame would take six weeks to arrive.

“I informed her that she had selected a very popular style and the frame designer was completely sold out. Instead of her making a different selection, the designer was immediately working on creating her a new frame.”

The Danish designer’s hand-making process could take up to six weeks.

Our hero asked: “Is this OK?”


“With great enthusiasm she responded ‘Yes! I can’t believe they’re making a frame special for me. This is going to be my most favorite frame yet!’” Crisis averted! 

DuQuano began her career in 1989. Since, she’s worked in retail chains, labs, and as a frame and lens rep.

“I most enjoy private practice settings and sales consulting to other practices. These environments have afforded me the opportunity to build meaningful, lasting relationships with clients and colleagues. This to me is the most valuable aspect of my career.”

And she’s valuable to those wise enough to harness her powers for the forces of good (sales). In 2016, she led a five-person team to a 98 percent anti-reflective capture rate.

“With emphasis placed on the importance of every client seeing their best in eyewear provided by us, I developed a strategy for AR retention. A thoughtful approach is taken with every measure I want to improve.”

This article originally appeared in the April 2017 edition of INVISION.




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