Serving for success in optical practices

Offering a brilliant service is the backbone of any successful business and an exceptional customer experience will leave a lasting positive impression on the patrons of that business

During my career in practice, of the most crucial elements that was drummed into me from the start was the importance of customer service. 

Visiting the opticians, with its unique combination of medical and retail, is like no other experience for patients or customers. This couples with the fact that most patients will visit every one or two years, thus raising the importance of the adage that ‘you only have one chance to make a first impression’.

Mess this one up and you may have to wait a couple of years before you get the opportunity to put things right; assuming that your less than happy patient hasn’t decided to seek their eye care elsewhere. This being the case, it is likely that they have told or mentioned their unhappy experience between 10 and 20 times in conversations with friends, family, and colleagues. 

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