Service of Patience Rewarded

April 29th, 2021

Categories: Customer Service, Discounts, Impatience, Patience, Retail

Photo: wayneelsey.com

My husband used to tell me to slow down. I’ve only now begun to heed his advice on occasion. It paid off this time.

I scratched my eyeglasses badly, right in the middle of the lens. Reading through the smudge was driving me nuts. I finally reached out, on the Internet, to the company that had my recent prescription to order another pair and immediately heard back. I sent the invoice number, [proud that I knew just where to find it from a while ago], and subsequently heard nothing. I figured they couldn’t do it.

I described my experience in a follow-up customer service survey and forgot about it. Maybe I was getting used to reading through the distortion. Truth is, I dreaded having to go to an eyeglass store in person. I’m still Covid-cautious.

On Sunday I received an email from Jessica who said she was the supervisor on the Customer Experience team. She wrote: “I feel awful that your experience wasn’t up to snuff—that’s not the kind of Warby Parker customer experience we pride ourselves on, and I see where we fell short in our previous email thread about re-ordering some reading glasses. If you’re still interested, I’d love to offer my personal assistance with ordering a new pair of Yardley in Blue Marbled Tortoise with your reading prescription.​”

We spoke the next day and I asked if I’d be paying the same as for the first pair. She said that because I’d had to wait too long to reorder she’d given me a $30 discount. Nice surprise!

Are you usually impatient? Have you found that patience, especially during the pandemic, can have its rewards? When you order from a vendor do you always demand to get service yesterday even if you don’t need it that fast? Have we changed the kind of oil to apply to the squeaky wheel?

Photo: inc.com

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13 Responses to “Service of Patience Rewarded”

  1. Helen Rabinovitz Said:

    Actually I find just the opposite of demanding rush service. I know things have slowed down as far as getting deliveries. Patience is a virtue people. Things come in their own time. Slow and steady wins the race you know.

  2. Jeanne Byington Said:

    Helen,

    I often think New Yorkers can be more impatient than others. I have stories of traveling with some on business acting in atrocious ways out of town if they didn’t get immediate service for sometimes ridiculous requests–like fussy milk combinations of this much skim and that much regular for their coffee at 8 a.m. at a diner with every table taken.

    Being forced to slow down may prove to be a good thing for many of us.

  3. ASK Said:

    If I am paying through the nose, so to speak, for a product or service, my patience is not that great, but if I’m not, I tend to be less so. Even if I am impatient, I am always polite and do not raise my voice. You can show irritation without being nasty.
    What drives me nuts is making a reservation at a restaurant, then having to wait for a table. And, no, I don’t care to wait at the bar. I must say this hasn’t been happening recently…

  4. Jeanne Byington Said:

    ASK,

    You must be related to my dad as he shared your dislike of ignored table reservations though I know you would not have hit the ceiling as he used to. As a kid and young adult I wanted to hide under a table if he arrived at a restaurant on time for his reservation to be told there was a wait. Fur flew. And he wasn’t born in New York!

    My husband didn’t say anything if we were relegated to the bar, told we were next and the host directed the next person who entered to the table we should have had. He paid the bar bill and walked out.

    I agree that flying off the handle doesn’t get results. Sometimes when I’m on the verge I will say to the customer service person on the phone that I am not upset with THEM, but I am upset so please forgive my tone should I sound angry in describing the situation. I have given up with a few companies that don’t recognize me as a customer online though they continue to send me bills or checks on time. Don’t ask.

  5. Hussein Ahman-Uttah Said:

    Yeah, that happened to us once at Sparks! We left after the third or fourth group was seated before us.

    Didn’t seem worthwhile making a fuss about it?

  6. Jeanne Byington Said:

    Hussein,

    In NYC there are so many choices it’s possible to walk and still eat, though if you had a yen for a good steak and it was someone’s birthday you don’t want to end up at the $1 pizza place on the corner….I’ve never been to Sparks though I’ve passed it many times always thinking of a shooting that happened outside its doors decades ago.

  7. Lucrezia Said:

    Blue marbled turquoise sounds exciting — Where is it? I want it now! Well??

    Being lazy by nature, I don’t lose patience easily. I also make an attempt to read the person I’m speaking to and tailor remarks in expectation of a favorable result. It usually works. When it doesn’t, I determine whether it’s worth the effort, and if so, try again using a different strategy. Whatever happens then becomes a learning experience.

  8. Jeanne Byington Said:

    Lucrezia,

    You need a magnifying glass on top of reading glasses to see the “blue marble.” But the company has great copywriters!

    As a list person who loves to cross things off, I may be more impatient than most but I have gotten so much better. As I wrote in a previous comment, I’ve even let some things go.

  9. Marlow Said:

    Marlow from Warby Parker wrote:

    Thank you for sharing your experience with others and sending us the link to your blog! I really enjoyed reading your thoughts and will definitely share this with Jessica.

    These days it seems we could all benefit from a little more patience, for ourselves and for others, and we sincerely appreciate your patience with us. I see your new Yardley eyeglasses were delivered this afternoon — I hope you enjoy them!

    Thanks again and please let us know if we can be of any help down the road.

  10. MarthaTakayama Said:

    I don’t try to show impatience under most circumstances, although the interminable delays for all phone services during the pandemic have left me impatient. I do try to always be polite and understanding. However, the incredibly incompetent and slow service provided by Bank of America has driven me to distraction. If they were only slow, but competent I would not lose my patience and verbalize my wonder at how they have raised incompetence and a total lack of customer service to an art form at PHD level. I must confess that I have made my feelings very clear, but all the responses are endless “I am sorry you feel that way”, and nothing ever changes!

  11. Jeanne Byington Said:

    Martha,

    I admire you. I have given up with Verizon which, online, does not recognize some of my phone numbers which means I can’t view anything or conduct any online business with them. I did get them to mail the bills to my apartment after I closed the office which was a miracle. In fact, I get two of the same bill but fear pointing it out as no doubt I’d then get none.

  12. MarthaTakayama Said:

    I am afraid i don’t deserve your admiration. Bank of America let me be defrauded (hacked) on 3 occasions and despite endless attempts to get redress and hours of wasted phone time and filling out of forms the monies were never restored and I have to spend ages trying to transfer money to a newer account while some payments still go into the frozen hacked accounts. I was told by a small local Brookline Bank that they would have fixed the matter speedily and obtained recovery of the funds. I obtained that information in a matter of minutes (although it was in person). I think my
    impatience is fueled by my outrage at the prevailing general culture of incompetence, disinterest, and nihilism which I hope will improve with the concerns for making our lives better by our government.

  13. Jeanne Byington Said:

    Martha,

    I wonder if the Better Business Bureau or a note to the watchdog section of the Federal Reserve might shake free your money. I wish that the Brookline bank could help push the buttons to move the money into an account for you in their coffers.

    I should talk…I have enough untied strings I should be attending to, to lace up a size 12 sneaker.

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