Optical Express and CRM

I have to admit to being astonished.

Here’s the time-line.

18:00 casually click on Facebook advert from Optical Express, offering free laser-eye correction for those age 55 and over (yes – that’s me – sigh).

18:02 – finish completing basic details – name, post-code, email, phone and…..CLICK

18:03

I kid you not – 60-seconds later…

My mobile rings and a young lady in a call-centre (Scottish) thanks me for my enquiry and suggests that I attend the nearest store (in Torquay) for a free assessment.

After picking myself off the floor, I explain that Torquay is too far away, that I’m about to take a vacation, that I travel on business.

She agrees to call me on 27th August to book a free consult in any nationwide store to suit my travel.

And wishes me a good holiday.

18:04

Email arrives to confirm my entry into the free-prize draw and also introduces me to their dental and facial aesthetics clinics.

Plus a link to download their information pack.

In less than 4 minutes I have travelled two-thirds of the way down their prospect pipeline – and had a good experience (not a bit pushy).

Do I think she will call me on 27th?

Damn right I do.

Do I think she will ask if my holiday was a success?

No doubt.

Will I book a free consult.

I’m bloody sure of it.

Was I interested in laser-eye surgery at 17:59?

No.

Is that the single most breath-taking customer service experience I have had this year.

Yup.

Am I a little paranoid?

Just a bit – I feel as if she may be watching me right now……