Fear vs Faith Time Capsule with Martyn Canham


Martyn Canham shares a moment of introspection. Already past the half-way mark in life, Martyn shares key details that help all of us balance the fears we face and the positivity needed to power through the tough moments.  

This time capsule provides insights of lessons learned through out his journey.  
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Eyewear Republic Update

Eyewear Republic 2509 Rice Blvd Houston, TX 77005
281-236-7625
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Mobile Optician Services

Mobile Optician Services
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Not All Lenses Are Created Equal

 
 Not All Lenses Are Created Equal.  The lenses are only as great as the optician who crafts them.
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Free Lenses: Follow Our Google Listing on Google Maps

Free Lenses for Following (or Messaging) Our Google Listing on Google Maps
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Definition of Customer Service

Definition of Customer Service

Martyn, Ben, and Marcus travel 76 miles for me to properly fit and adjust their eyeglasses.  
What does Customer Service Mean To You? Tell me in the comment section below.
What does customer service mean to me? It means being there for you when you need me. Customer service is NOT someone being nice to you only when you are buying something.  Customer service is providing support when you are living your day-to-day life and you call me with a question, or you text me during odd hours, or when you would like to see if I can stay open a little later because you are caught in heavy traffic.
Question: What is Customer Service?
Answer: Customer Service is being there for your customers when and how they need you, not when you want to be there for them.
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Each Person Is Unique

Each Person Is Unique, Each Problem Is Different
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I Will Outwork My Competitors

I Will Outwork My Competitors

A very intelligent person asked me a great question today: "How can you succeed where there are many opticals in your vicinity, how will you do it?"
My answer, "I will outwork my competitors. My competitors have become complacent and entitled. They stopped providing value to the public years ago. Most only go to work a few times a week and don't want to be bothered with problems.  Providing value is the only reason to exist. I define value as giving way more than what people pay for - (providing higher quality, information, guidance, passion, a helping hand within my ability to provide).  My competitors have been blessed and I'm happy for them. Times have changed and they don't see it."

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5 Ways To Guarantee Word Of Mouth Referrals

5 Ways To Guarantee Word Of Mouth Referrals

I've learned the ultimate way to increase word of mouth recommendations. Here are the top 5 ways you too, can get more word-of-mouth referrals:

5. Service begins when the customer walks out, not when they are buying something.
Anyone can be nice to you when you are buying something, so that is not when service begins. Service begins after you have walked out of the door and have begun to use the product. How receptive and welcoming the store is when the customer needs help with something is how you determine if they the store is worthy of referrals. Service after the sale is when providing great customer service starts and the beginning to getting word-of-mouth referrals.

4. Be Genuine:
We are in the information age and there isn't anywhere to hide. Be yourself, not the persona or slick person that deserves an Oscar for the performance on the sales floor.
Word spreads (slowly at first, be patient) when a the company has a genuine culture to help customers. Customers remember, not necessarily the exact words you said, but how you made each person feel. Being genuine means speaking from the heart and people feel that.

3. Relations and experiences, not transactions: Customers/Clients are for a lifetime. Some businesses break even on acquisition costs for a client on the return visit, not necessarily on the first time the client visits, so a long term view should be adopted. When you reverse engineer a "regular" customer at a restaurant you see a pattern they all share. 5th visits came from 4th, which came from 3rd, which came from 2nd, and the 1st visit came from the investment in the marketing campaign or word of mouth. On that 1st visit, establish a connection through the interaction and quality of the experience. Very important.
2. We say No sometimes: You can't accept every sale when there is a gap between the customer's expectation of the results and the store's ability to deliver. Asking the right questions and guiding the customer to the right solution (even if it's somewhere else) is the best protocol for a happy, long term customer. Keep in mind, they'll come back in the next cycle of when they will be in the market again for your product or service.
1. The right motivation or reason to exist. The only reason for a business to exist is to provide value and empower their customers. If the only reason the company exists is for the profit, then they don't deserve to exist. The only way to live is to provide help and value to others and therefore getting paid very well for causing that value exchange. "Price is what you pay, value is what you receive" is our motto and at the core of our principles!

Bonus:
Business is the output of a person's passion. Passion comes from the satisfaction of performing a task. Being good at something is not enough. One has to be passionate about giving or spreading your expertise. There are plenty of people who are great at selling something, but they are not passionate about their work. Stay passionate, my friend. Passion with action will lead to success through more word-of-mouth referrals.
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