Seeing Clearly in 2020
In 2017, my business partner recommended I check out Warby Parker, a manufacturer of eyeglasses. At first, I shrugged the suggestion off. What could be so different about one company to the next – they’re readers, for Pete’s sake. Since that time, I’ve grown to love this company. Not only do they make a great product, they stand behind it.
Like many of you, I’m on the road every week, so I’m hard on my glasses. They get scratched, broken, and need adjustments regularly. No matter where I am in the country, I can always go into a Warby Parker store and they take care of any issues I may have. In fact, on more than one occasion, they’ve taken my glasses back without questions and sent me a brand-new pair.
The icing on the cake happened this morning. I needed to have my glasses replaced due to multiple scratches. So, I called their 1-800 number, and with a sigh, awaited the eternal hell of automated systems. To my pleasant surprise, Amanda answered and said, “Good morning, this is Warby Parker, how may I help you?” Within 4 minutes I had my problem solved and was on my way.
Add this service level to the fact they tell their company story in 100 words, and you can see why they have set themselves apart in an otherwise commodity-based category.
Warby Parker in 100 Words: Once upon a time, a young man left his glasses on an airplane. He tried to buy new glasses. But new glasses were expensive. “Why is it so hard to buy stylish glasses without spending a fortune on them?” he wondered. He returned to school and told his friends. “We should start a company to sell amazing glasses for non-insane prices,” said one. “We should make shopping for glasses fun,” said another. “We should distribute a pair of glasses to someone in need for every pair sold,” said a third. Eureka, Warby Parker was born.
In many ways, we can be classified as a commodity-based industry. Selling distribution services can become mundane, and we may find ourselves just going through the motions. Think back to when you first started in this industry, your excitement and enthusiasm to take care of your customers’ biggest problems. The little things you did to earn their business in the early years are the same things that can set you apart today.
It’s a new year with a fresh start for all of us, so my challenge to myself and to you is, how do we become more like Warby Parker in 2020? What are some simple things we can do to set ourselves apart? It starts with each of us individually.
Here’s to seeing clearly in the new year!!!
Dedicated to the Industry,
Scott Adams
Publisher