Eye Centers of Florida

Ted: "My frames are only two months old, and... look at them."

Jerry-Lyn (scrutinizing the twisted, damaged, really expensive frames): "I'll get you a new pair."

Jerry-Lyn switched the lenses out, fitted them to Ted's face, and said, "Last name?"

Ted: "Coine. C-O-I-"

Jerry Lyn: "Ted? You're all set." (Big smile).

That's it. No fuss, no muss, and - most importantly - no charge.

Granted, it should always go this way when your new product lets you down: just take it back and get a new one, no questions asked. But "should" is a long way from "does." When is the last time a return or exchange for a pricey item like designer frames went so smoothly? How gracious was the person on the other end of that exchange?

Jerry-Lyn was exceeding pleasant and helpful when Jane and I bought our glasses two months ago. That's rare enough; still, it's easy to be nice when you're selling something. The trick is to be just as wonderful to deal with when your customer is unhappy.

As I mention in my book "Five-Star Customer Service," the surest test of a company's true service quality is how it handles complaints. That more than anything earns the service provider its fifth star... or not.

Jerry-Lyn did what anyone could do; what anyone should do - but what fewer than 1% of all service providers out there actually do. Hats off to her.

www.ecof.com.

Jerry-Lyn's store, near Target on the corner of Airport and Pine Ridge: 239-263-4674.