Company Stories
| Our history is filled with Company Stories that demonstrate how going the extra mile has led to customer admiration. Over the last decade we have accumulated Company
Stories of team members who live our core values through extraordinary customer service. |
An Optometrist called after hearing our message at a colleague's office. The account utilized a competitor but was unhappy with their service. After some discovery, it was learned that the account signed a 3 year lease and still had a 13 month, non-cancelable contractual obligation. Eyes On Hold agreed to service the account for the first 13 months at no charge. After 13 months of servicing the account, the account renewed with Eyes On Hold and has become a long time customer.
One of our valued Ophthalmology clients in Utah emailed indicating that they needed to update their current script to reflect a name change in the practice. After review, we learned that the client had used all of their available updates for the year. Instead of charging extra, Eyes On Hold granted an exception and produced the new production at no extra charge. After loading the new production, the client emailed “Thank you so much for your help, what fantastic customer service.”
With each finished production, each Eyes On Hold client receives a survey card. Clients rate Eyes On Hold’s turnaround time, production quality and the overall experience. Mike Rosslow, President of Eyes On Hold, reads every survey card and, when needed, responds immediately. One of our Optometrist clients in Cape Girardeau, MO made a comment that the quality of production was not up to our high standards. After investigation, it was found that the .mp3 had a rare defect that resulted in a portion of the music cutting out. Within 24 hours the production was fixed and delivered to our client. The account emailed us, “Thanks, I love that you guys not only send out a survey card but responded so quickly and action was taken…thanks so much for the great service.”
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