Why I Am a Maui Jim Sunglasses Customer for Life
By Art Sobczak on Jan 20, 2009 in Customer Service
Do you have anyone you buy from, or anything you buy, about which you say you will buy it forever?
Do you have any customers who are so over-the-top thrilled with you that they will buy from you forever?
I had an experience that made me a "customer for life" of Maui Jim sunglasses.
First, one thing about me: I’m hell on sunglasses. I lose them and break them as if they were single-use paper towels. 
That’s why I usually don’t get too extravagant when buying them.
One pair I had for years I purchased on the beach in Maui. They were about $300 as I recall, and I did manage to not lose them (how, I don’t know) or break them for about 15 years. Finally, I decided to get another pair this summer.
Well, my luck with these wasn’t as good, and I shattered a lense. Sat on them in the golf cart. There might have been beers involved too.
So I threw them in a drawer, looking at them every so often, just shaking my head. Then I remembered something; I recalled someone telling me about Maui Jim’s unbelieveable customer service policy. Sure enough, I researched it, and found out that they will fix your sunglasses and return them for a simple $8.95 shipping fee. But, it did not cover lenses. However, they would replace lenses for some crazy-low amount like $30 per lense.
I downloaded the form from their site,and shipped off the glasses with my authorization to charge my card for the repairs.
A couple of weeks later, a box with my repaired glasses arrive. Along with a receipt for, get this, $8.95. They did NOT charge for the lense replacement, just for the shipping! I also received a letter from Lynn Campen, Vice President of Customer Care-Peoria Division thanking me for being a customer, and the name and number of the repair technician who worked on my glasses.
Now we’re not talking about a huge amount here. But the impact is enormous! I am a Maui Jim customer for life. In fact, since then, I have already purchased another pair.
Here’s the question for you: what do you or your company do that would cause a customer to have a similar feeling and experience? Please do post your comments.
Also, if you have a similar experience to mine that has earned your "customer for life" loyalty, let us know that as well.
3 Comment(s)
By Travis on Jan 22, 2009 | Reply
Discount Tire has earned my business forever. Period.
Almost 6 years ago, my wife and I had twins. We were woefully unprepared for two new children as I had a 2 door compact car and my wife had a small 4 door compact car.
Just after the twins were born my car needed new tires. My work and school schedule required that my wife take my car in for new tires. After pulling up to the local Discount Tire, it began to rain. She started to pull our twins from the back seat of my two door car when a Discount Tire employee came out of the store with an umbrella, and helped my wife bring our new children into the store and out of the weather.
My wife was extremely grateful and was completely amazed that the employee even noticed that someone needed some help in their parking lot.
Their level of service, combined with their competitive pricing has made me a customer for life.
Art Sobczak Reply:
January 23rd, 2009 at 7:29 am
Great example Travis, thanks. Let’s see, six years…I bet you have purchased more than a few more tires in that time. Little things do mean a lot.
By Kenrick on Jul 7, 2009 | Reply
After seeing so many great customer experience about Maui Jim. Today I went to MJ store in Maui to repair my favorite pair of sun glasses. I always skeptical whether I should do it or not because besides the bridge was broken, the lens also had some cracks around the screw area. I don’t have my original receipt and I probably got mine at least couple years ago. I thought I need to pay big bucks for the repair and have to wait couple weeks to get it back. End up, all I need is to fill up a simple form about my name and address, wait less than 20 minutes. No question ask, didn’t have to pay a penny and got a pair of totally new sun glasses, plus a brand new case. I know the cost for Maui Jim to give a new pair is small but on a customer point of view, it is very big. Now a days, it is hard to find a company stands behind their product and put customer satisfaction as their priority. I have to spread this positive experience out and the next pair of sun glasses for myself, my family and friends. Look no further, MJ it is…
By Sunglasses on Oct 19, 2009 | Reply
I have to agree with Travis about Discount Tire. I love their free lifetime repair of their tires. My husband had purchased tires with them for a car he used to own, and when he got a new vehicle, even though those tires were from the dealership, they still repaired the new tires for free on four different occasions. All because he had been a loyal customer in the past. And it paid off for them, because when my vehicle was ready for new tires, I bought from them.
It goes to show that you may not get new business from the customer you treat well, but their referral could go a long way to bringing you new clients.