Optical Express accused of using hard sell techniques

Optical Express has been accused of using hard sell tactics on patients considering laser eye surgery.

A report published in The Observer focused on a leaked 10-page training manual for front-of-shop staff which reportedly told workers to ‘take control’ of potential customers and search for ‘nuggets’ of personal information which could be shared with patients.

‘If you can find that personal connection, you can refer to it later and share it with your optometrist. A good nugget can be the difference between a booker and a thinker,’ the document was reported to have stated. Briefings between staff and optometrists were to take place out of sight and hearing distance of patients.