Simon Jones: Data day knowledge

I had an interesting conversation with the founder of a high end, independent eyewear manufacturer recently. We were talking about the feedback, or rather, complaints from the company’s optician customers.  

Rather than being seen as a negative process, the company’s research and development team used the comments to develop and elevate the frames it makes. It also serves as a guide to where practice staff product training resources need to be directed.  

Unsurprisingly, most of the product training, and many of the complaints, originated in territories where practice staff with no formal qualifications were selling glasses to the public. But it wasn’t just on the shop floor. Ophthalmic lens laboratory staff had also been identified by the company as a group where knowledge and skills were diminishing, meaning more in the way of hands-on training on its product.