Comment: There's something about Mary

Every contact lens wearer in Kent should want Mary Cotton as their optician. Not necessarily because, although she may be, the best clinician in the country, or that her practice stocks the best range of products, or indeed that she offers the best prices.

The reason every patient should want Mary Cotton as their optician is because she cares about what makes them happy, takes notice of them and tries to exceed their expectations (see Letters).

There can be very few sectors of business that spend as much time and effort as the contact lens manufacturers do researching customer satisfaction and comfort. The problem is that comfort, and indeed happiness, is a subjective thing.