To Warranty or Not to Warranty

There always seems to be someone who figures out how to work the system.  
Our office does a one time replacement free and loss is not covered. We offer a one-year scratch Lens warranty replacement and with most Anti-Reflective coatings offering a two-year warranty it really affords some wiggle room to impress patients. And who doesn't like feeling like hero of the day. 
Frame companies aren't quite as flexible when Fido takes a shine to Dad's temples but we still cover that. 
Sometimes I bend the rules when I put myself in someone else's shoes. 
That doesn't mean I give everybody everything but I do using my skills to solve problems. 

The goal as a company is to have customer service that is not just the best but legendary.
— Sam Walton