EDITOR’S LETTER

The Secret Sauce

have you ever had an unforgettable service experience?

Sure, we’ve all had good customer service. But I’m referring to that one-of-a-kind experience you’ll always remember. The one that left you feeling special, inspired, and probably even a little bit pampered.

In my lifetime, I can think of two standout service experiences, both of which were at tiny, upscale eateries. The first was countless moons ago at a small restaurant called Sign of the Vine, which was located in Naples, FL, and tucked away (almost secretly) in a tiny cottage with just a few tables.

The food was decadent and served up beautifully and expertly, course by course, in a manner as if it were pure gold. The service was impeccable, with a staff that could (and would) explain every ingredient, every sauce, and every culinary nuance in the expertly crafted dishes.

Now shuttered, Sign of the Vine was clearly ahead of its time. Today, “customer service” has become the retail buzz phrase of choice. Excellent service is the way upscale retailers, and especially eyecare businesses, differentiate themselves from the ever-growing masses of competition, from ubiquitous chain stores to proliferating online retailers.

In fact, you have told us that customer service is your own secret sauce. In the Eyecare Business annual Market Trends Study, nearly 70% of ECPs said that stressing customer service continues to be the leading way they are attempting to overcome business challenges.

When it comes to high-end eyewear, however, the expectations for stellar customer service are upped significantly. To help you better compete in this lucrative space, we turn the lens on the luxury market (and its special nuances) in this issue of Eyecare Business.

Our curated lineup of high-end market intel includes a must-read feature by Forbes writer Barbara Thau on the luxury market’s changed-forever consumer, plus a luxe mix of covetable frame and lens products and a unique view into a wildly successful luxury optician’s day from dawn to dusk. We hope you enjoy the issue.

Oh, and that second most-memorable service experience? For that, I had to travel across the Atlantic and through Berlin, grab the U-Bahn to the über-hip neighborhood of Kreuzberg, and slip into a tiny eatery by the canal. But the artfully crafted and presented food, the urbane atmosphere, and the spectacular service made it well worth the trip.

Kind Regards,

Erinn Morgan
Editor-in-Chief + Editorial Director,
Eyecare Business