Customer Service Story – Warby Parker

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In most organizations, employees will turn a blind eye to anything relating to customers or work as soon as they’re out of the office and senior executives talk about delivering superior service without leading the way. Being customer-focused doesn’t have to end at the office, neither should be the responsibility of junior employees. Being willing to engage, listen to and provide support for customers is a never-ending job. 

This customer service story from Forbes is about the experience Michael John Mathis who accidentally left his pair of Warby Parker reading glasses on the train. The next day he bought himself a new pair, surprisingly, he received a mysterious package with two pairs of those same reading glasses and a copy of the “On the Road” by Jack Kerouac with the following note:


Hi Michael, This might be odd… but you sat across from me on the train ride from NYC to Boston a few weeks ago and left your glasses on the train! As luck would have it, I happen to be the GC of Warby Parker, and there is nothing I like more than a good mystery… I hope these find you in good health! (also, we noticed your lenses were scratched so we made you a fresh pair!)

Sincerely, AK

Mathis was so impressed with this that he shared his experience on Facebook. In his own words “…they have a customer for life!”

Customer service stories of this sort are not common. The senior executive in this story is Anjali Kumar, she was formerly the Founding Head of Social Innovation and Founding General Counsel at Warby Parker.

See also  Reward and Recognize Excellent Service

Anjali’s actions are a profound example for all other Warby Parker employees as it aligns with the Warby Parker’s approach to customer experience which involves listening to what their customers need, engaging with them directly and going the extra mile to keep them happy and satisfied. 

The leadership of any business set the culture within the organization. To reap the rewards of having a customer-focused culture, leadership must not only promote the philosophy but set examples by their actions

Kelechi Okeke
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